Returns (RMAs), Warranties and End-of-Life Information

If your Cisco Meraki device fails and the problem cannot be resolved by troubleshooting, contact Support to address the issue. Once Support determines that the device hardware is in a failed state, they can process an RMA and send out a replacement device free of charge. In most circumstances, the RMA will include a pre-paid shipping label so the faulty equipment can be returned.

Note that, for end-customer device security, RMAs may only be requested by Organization Admins (Read Only or Full), or Network Write Admins (only for devices in networks of which they are Admins). Meraki Support will not process RMAs unless the support agent can verify the requester has sufficient network permissions.

If you have not received a pre-paid shipping label in the box, please check your email inbox and spam folders 24-48 business hours after the replacement has been received for an email from FedEx or UPS to print the return label.

For more information about Cisco Meraki returns, please refer to our Return Policy.

Note: Return policy terms may vary by region. Please refer to the Regional Return Policies section of the Return Policy documentation for region-specific terms.

Hardware Returns

If you are experiencing hardware issues, please contact Cisco Meraki support by logging in to Dashboard (Help > Get help) or by calling us.

To request a Return Materials Authorization (RMA), please call Cisco Meraki technical support. Unless you have purchased Meraki Now, advance replacement orders will ship within 1 business day on a best case effort basis.

Additional information about Cisco Meraki’s hardware warranty can be found in Cisco Meraki’s End Customer Agreement.

Note: Devices that are dormant (grey status) and not connected or seen by the Meraki Dashboard require a photograph of the device with the serial number to process the RMA. Additionally, Meraki Support may request for a video of the device with additional instructions such as clearly showing the serial number.

This does not apply to devices that have failed and show as recently offline in Dashboard (red status), or devices that are being RMA’ed for other reasons.

Products must be returned to Cisco's designated location within 30 days of receiving your Returns Material Authorization (RMA) number. Please refer to Cisco's return a product policy

Warranty Coverage Period

Cisco Meraki stands behind its products. Hardware products generally come with a 1-3 year warranty or lifetime warranty.

The below table is a general guideline for warranty terms and is not final. Warranty terms are subject to printed warranty information on the relevant datasheets located in the "Notes" column of the table below, or on the Explore Collateral page of the Cisco Meraki website.

Some general warranty term lengths can be found below:

Applies to MR device and ethernet cables in box

Refer to datasheets on the MR Overview and Specifications page for warranty information and indoor/outdoor use.

Refer to datasheets on the MR Overview and Specifications page for warranty information and indoor/outdoor use.

The following are considered accessories:

Meraki SFP Modules, twinax/SFP+ cables, stacking cables, all mounting kits and stands, antennas, interface modules, additional power cords, PoE injectors, MT accessories

*Original and replacement modular power supply units and fans for MS and MX Products are included in lifetime warranty and not the 1-year warranty for accessories.

**Product lifetime ends concurrently with product End-of-Support (EOST) Date as described in Cisco Meraki's End of Life (EOL) Policy.

***The Warranty Period commences on the date Hardware is shipped to the original purchaser as outlined in Article 5.4 of the Cisco Meraki Cloud-Networking Offer Description.

Note: Causes of performance issues that are beyond the reasonable control of Cisco Meraki are not included in the scope of the warranty.

For more information, refer to Article 5 of the Service Level Warranty or Article 5.4 of the Cisco Meraki Cloud-Networking Offer Description.

Note: a warranty is not the same as a license.

Example: MR74 can have a valid 3-year Enterprise MR license, but that is separate from the 1-year warranty coverage period. In the given scenario, the MR device is not replaceable after the coverage period ends, regardless of license validity.

Troubleshooting before Returns

Prior to performing an RMA, Cisco Meraki Support will need to verify that some basic troubleshooting has been performed to resolve common issues. Please refer to the following articles for common symptoms and troubleshooting steps:

• Troubleshooting a Faulty MR Access Point
• Troubleshooting a Faulty MS Switch
• Troubleshooting a Faulty MX Security Appliance or Z-Series Teleworker Gateway
• Troubleshooting a Faulty MG Cellular Gateway
• Troubleshooting a Faulty MV

Product Trial Returns

If you would like to return units from a product trial, please go to your product trial webpage (using the link your rep provided you with) and go to the returns tab to fill out the RMA request form. If your trial hardware was shipped to the US, Canada, or an EU member country you will be able to print out a return shipping label and ship the product back to Cisco Meraki at no charge to you.

Refund Requests

Effective January 30, 2022, all new Cisco and Meraki orders submitted for hardware, and any attached software, will be non-cancellable and cannot be modified starting 45 days prior to the current estimated ship date. Orders comprised of only Meraki licensing are not impacted by this policy change. Non-cancellable orders are not eligible for RMA credit and are not eligible for an RMA exception. For additional information, please contact your Meraki representative.

To request a refund for your license-only order, the following criteria must be met:

• You purchased the product through an authorized Cisco Meraki reseller or directly from Cisco Meraki
• You are the original purchaser of the product
• You submit your refund request within 30 days of purchase
• Your license is not a Meraki Subscription License*

Once you have logged out of all Dashboard accounts (or using an alternate/incognito browser), you can navigate to our RMA request form by entering "dashboard.meraki.com/rma" in your browser. Look up the license-only order and select which items you'd like to return. You can contact your Cisco Meraki sales rep or your reseller for assistance with this process and/or to make the corrected purchase.

If your refund request is approved, Cisco Meraki will email you an RMA number and we will process your return. If you purchased through a Cisco Meraki reseller, your refund will be issued by that reseller. If you purchased directly from Cisco Meraki, we will issue a refund, typically within 15 days of processing the return. (If you paid by credit card we will credit the original credit card. If you paid by any other method, we will send you a check.

*Meraki Subscription Licensing refund criteria will remain the same as “license-only orders”; however, your refund will be prorated based on your Subscription Activation date. Please visit the Customer Service Hub to initiate a subscription cancellation.

After returning licenses, the original license key will be invalidated. If any licenses from the order were not returned, a new license key will be generated for the remaining licenses. This new license key will be emailed to the individual(s) who submitted the RMA request. If the original key was previously claimed to an organization, the new license key will automatically take its place (no need for further action).

Note that there are no exchanges for incorrect license purchases. Please utilize the refunded credit to purchase the correct licensing required for your device.

If you receive the error message: "Did not find an order that matches that order number, or you do not have access to that order. Please review and try again.", redirect to "dashboard.meraki.com/rma" after you've logged out of all Meraki Dashboard accounts and/or opened an incognito/alternate browser page.

Shipment Preparation

• Please return units in their entirety. That is, include all power supplies, antennas, and other components along with the original product box.
• Please use the original shipping carton and packaging material. If this is not possible, use another shipping carton with padding to protect the units from damage during shipping. DO NOT ship a product without a carton.
• The customer will be charged for product that is damaged due to insufficient packaging.
• Once you have received your RMA number from Cisco Meraki via email, write this RMA number in large letters on the exterior of the shipping carton. Shipments to Cisco Meraki without an RMA approval will not be processed.
• If Cisco Meraki approves your RMA request, you will receive a confirmation email containing an RMA number within two business days. The address to which the product should be sent will also be included in that email.
• Cisco Meraki will provide a pre-paid return shipping label for warranty replacement return shipments. Cisco Meraki will also provide a pre-paid return shipping label for free trial return shipments from US (including Puerto Rico), any EU member country, Australia, Canada, Chile, Colombia, Costa Rica, Ecuador, Indonesia, Japan, Mexico, New Zealand, Panama, Peru, the Philippines, Singapore, South Korea, Thailand, the United Arab Emirates, and the United Kingdom. For all other returns it is your responsibility to coordinate and pay for return shipping back to Cisco Meraki using the carrier of your choice. Cisco Meraki recommends that the return package be given a tracking number and is insured for the proper value of its contents. Cisco Meraki is not responsible for packages lost by carriers.

Avoiding Licensing Issues After Replacing Device

When adding the replacement device to your Dashboard network, you may see a licensing compliance warning if that additional device caused your total device count to exceed your licensed limit.

Once the replacement device has been added to a network, it is recommended to remove the faulty device from its Dashboard network. The faulty device may remain in your inventory, but as long as it is not currently in a network it will not count toward your device limit.

Product End-of-Life (EOL)

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Cisco Meraki may find it necessary to discontinue products for a number of reasons, including product line enhancements, market demand, technology innovation, or if the product simply matures over time and needs to be replaced by something functionally richer. We have set our end-of-life (EOL) policy to help customers better manage their product end-of-life transition.

Please refer to the Product End-of-Life (EOL) Policy page for more information.

For more information on RMAs and warranties with end-of-life products, please refer to the Returns (RMAs), Warranties and End-of-Life Information page.

Summary

• End-of-sale (EOS) announcement: Date of official end-of-sales notice, typically six months prior to the last order date.
• End-of-sale date: The last date to order the product through Cisco Meraki point-of-sale outlets. After this date, the product is no longer available for sale via any channel.
• End-of-support (EOST) date: The last date a product will be affirmatively supported by Cisco Meraki, typically five years following the EOS date.
• Complete summary of Meraki End-of-Sale product announcements and relevant milestones in a machine-readable format:

End-of-Life Products

If the SKU of a product is not shown below, then the announcement for the end-of-sale and end-of-support for the product may not have been made yet.

Painting Cisco Meraki Devices

It is sometimes necessary to place APs or cameras in publicly visible areas that require them to blend into their surroundings. With access points, Cisco Meraki typically recommends hiding the AP from view (e.g., above a drop ceiling). However, customers sometimes choose to paint their APs or cameras to match the area where they are mounted.

Points to consider when painting a device:

Because paint has the potential to damage the units, painting does void the Cisco Meraki warranty. There is an exception for indoor Meraki MV smart cameras, see below.*

• Avoid getting paint inside of the unit, especially if painting cameras or indoor APs. Tape over LEDs, antenna connectors, screw holes, the camera dome, etc. to prevent paint from getting inside the chassis.
• The default white color of the device reflects light. Darker colors will absorb more sunlight and may cause the device to overheat.
• Never use paint with metal flakes, lead, carbon, or any other conductive material, as this will greatly degrade the device's ability to operate. This is especially true if used on antennas.

If theft is a concern, APs and cameras can run in "dark mode" which will turn off the LED lights on the unit, making the unit less noticeable at night. Please reference our documentation for more info.

*Warranty for painting Cisco Meraki MV cameras:

If the cause of the failure of the MV camera is due to the painting, we will not honor the Warranty.

Under the condition that the below instructions are met, the product warranty is valid and will be honored for painted INDOOR MVs ONLY.

This does not apply to OUTDOOR MV cameras; painting outdoor MV cameras will void the warranty.

Conditions:

• The camera lens or lens cover should not be painted.
• Paint must not seep under the casing, chassis, or into the materials at any point.

Things to note when painting cameras:

Product performance may deteriorate due to the painting.

• Darker colors absorb more sunlight, which can affect the thermals of the product. This can impact camera's video recording performance such as fluctuation in recording FPS or corrupted video as well as missed object detections.

Meraki Technical Support will not assist in the painting of these cameras. With painted cameras, RMA processing time may be longer than usual due to the further review required before approval.

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2. • Recovering a Missing or Stolen Device
   • Support for PPPoE on Cisco Meraki Devices

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