Zyxel Products RMA - Return and Replacement Services

This article introduces an improvement to our RMA (Return Merchandise Authorization) process that makes it even more convenient for you! 

Warranty Information for Zyxel devices, including terms, conditions, and warranty periods for each specific device, is available at this link: Zyxel Products [Warranty] - Products and Warranties

Disclaimer: Zyxel EMEA offers services in the EU and the UK. The terms and conditions of each service may vary, with some exceptions and variations depending on your region and specific device. If you have any questions or need clarification, our support team will be happy to help you. Also, any updates or changes to these terms will be quickly reflected in the relevant article.

Return and Replacement Services

Note: Access priority technical phone support for all partners and benefit from next-business-day RMA shipment service for Prime, Elite, and Platinum members.

Based on the type of device and country where the customer requires the services, we offer the following service types:

**NBDS (Next Business Day Shipment): For selected products, Zyxel offers a chargeable Next Business Day Shipment service in addition to the standard free-of-charge service; to qualify, customers must purchase a service license and activate it through registration.

• NBDS is available for Firewall, Switch, and WLAN (Access Point) products.
• NBDS licenses are now offered in 1-year and 2-year durations and can be purchased through distributors, Zyxel Circle, or the Zyxel Marketplace.
• Users cannot transfer the license to another device, as the assignment becomes permanent once it is activated. However, in the case of an RMA replacement, NBDS license transfer is handled by Zyxel support.

Extended Warranty Service (EWS) 

Zyxel offers an Extended Warranty Service (EWS) for eligible hardware products in the EMEA region. Customers can purchase an additional 1 or 2 years of warranty coverage, subject to the applicable service terms and eligibility requirements.

Eligible Products: EWS is available for current Zyxel hardware products. It is not available for End-of-Life (EOL) or phase-out products. The license must be purchased within three months of the original product purchase.The maximum warranty extension is two years. Each license can be registered only once and assigned to a single device. Combining multiple licenses to extend the warranty beyond the maximum two-year period is not permitted.To inquire about the availability and purchase of an Extended Warranty Service (EWS) license, please contact your Zyxel sales representative or local distributor. 

EU Legal Guarantee and Zyxel Commercial Warranty

If you purchased a Zyxel product within the European Union, you are protected by a statutory legal guarantee of at least 2 years, provided by the seller or reseller. In addition, Zyxel offers a commercial warranty for eligible products. The Zyxel commercial warranty is provided in addition to your statutory rights and does not replace or limit them.

Warranty Requirements and Service Conditions 

• Proof of purchase from Zyxel or its authorized reseller/distributor, along with the complete serial number, is required for warranty service.
• If the product fails during normal and proper use within the warranty period, Zyxel will replace the defective parts or products with new or refurbished parts or products that are equivalent or superior to the original.
• Warranty service by Zyxel does not extend or renew the product's warranty period. The warranty period does not renew when the product is resold to a second end-user.
• Zyxel has sole discretion to handle the request for the out-of-warranty product. 
• Important: Devices with third-party firmware (such as OpenWrt) are not eligible for warranty replacement or RMA services. Learn more about OpenWrt here
• Replacement devices supplied through the RMA process do not receive a new warranty period. The replacement device is covered only for the remaining warranty period of the original product, in accordance with Zyxel's Warranty Policy.
• For customers in the European Union: Zyxel's commercial warranty is provided in addition to your statutory legal guarantee rights and does not replace or limit them. The statutory legal guarantee is generally handled by the seller or reseller. For more information, see Understanding Your Warranty Rights in the EU: Legal Guarantee vs. Commercial Warranty.