Description

How do I return my defective unit for an RMA?

To return a defective product on RMA, a return waybill is required. If you have lost or cannot find the waybill, consult the information in this article. 

Symptoms

How do I return my defective unit for an RMA?

  • Lost or cannot find the waybill for an RMA

  • How do I go about shipping the defective hardware back?

Solution

You may choose any of the solutions enumerated below:

 
1. If you have a Return to Factory (RTF) RMA, return the defective part within forty-five (45) days of receiving the initial notification that the RMA has been created. Under the RTF service level agreement, customers are responsible for return shipping costs, local taxes, and other country-specific government requirements. 
 
Note: Pre-paid waybills are sent only for Advanced Replacement RMAs. Juniper Care Core (within warranty) and Juniper Care Core Plus RMAs are Return-To-Factory (RTF) and the customer is responsible for shipping the unit.
 
For advance replacements, the Return Waybill will not be inside the shipping box. Instead, check the packing slip.
 
2. If you have an Advance Exchange RMA, return the defective part within ten (10) days of the original replacement delivery or the SLA outlined in your agreement to avoid invoicing for the applicable service penalty fee. Follow the instructions in the email message, Juniper Defective Equipment Returns Request.
 
3. You can also open an Admin Case, using the Juniper Support Portal with our Asset Recovery Team by using the "RMA Return Label" and "Resend Label" drop-down options.
 
4. Send an email to Asset Recovery Team ([email protected]), kindly include the RMA ID in the subject line.
 
Include the following in the description:
  • On the Subject Line, enter the RMA Number.
  • Within the body of the email, enter the following:
    • Shipping Address
    • Contact Name
    • Contact Phone
    • Type of assistance required
4. Send an email to Asset Recovery Team ([email protected]), kindly include the RMA ID in the subject line.

Return ONLY the defective item. Keep the cables, software, mounting brackets, manuals, or other non-hardware-related items. Juniper is not responsible for any additional items sent back in with the package.
 

RMA Procedures & Return Locations:

 

RMA Return Instructions:

Modification History

2026-02-20: Removed the Agora reference.
2025-11-18: Updated the links under RMA Return Instructions. 

2024-10-24: Document updated with RMA procedures, RMA return locations and Free trade zone FAQs.

2024-08-15: Updated the title, added Agora process in the solution section.
2024-06-25: Updated the title, URL, description, symptoms, SEO fields and visibility.
2024-06-14: Added other option and links in the solution section.
2023-03-27: Added link to RMA procedures and updated instructions to open an Admin case instead of emailing.
2018-06-26: Added links to RMA Return Instructions
2017-12-13: Email alias corrected