Repair and Return Policy and Procedures
Advance Replacement
In the event of a hardware failure, please contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. If Customer has purchased a Hardware Replacement Support Plan, then Juniper Networks will provide replacement part(s) to Customer in accordance with the Hardware Replacement Support Plan. The replacement part may be refurbished, or substituted with similar products at the option of Juniper Networks. Juniper Networks cannot guarantee new replacement units be shipped against RMAs.
All returned material must have a valid Juniper RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. Juniper Networks reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. The RMA Returns Policy requires customers to return the defective parts to Juniper Networks within 10 business days of receipt of the replacement unit, or be billed for the unit at full purchase price.
Return to Factory Repair
All claims filed for hardware units that fail (under warranty, not under a maintenance contract) will be repaired or replaced (with refurbished equipment) at the sole discretion of Juniper Networks. For those customers located outside the U.S., it should be noted that Juniper Networks' repair center(s) are in the U.S. and additional time (shipment days) should be factored into the overall repair time for transit to and from the U.S. Units returned under a valid RMA number will receive a ninety (90) day hardware warranty or the remainder of the original hardware warranty or active maintenance contract, whichever is longer.
Dead on Arrival (DOA)
For hardware that is considered Dead On Arrival (DOA) within the first thirty (30) days from the shipment date of Product from Juniper Networks manufacturing facilities, Juniper Networks will provide an expedited replacement of the affected field replaceable unit (FRU). A new unit will be made available for shipment from a designated Juniper Networks manufacturing facility within two (2) business days of RMA issuance. For customers located outside the US and Canada, our freight forwarding company will assist with the shipment and delivery of the new unit to an international location. Defective product must be returned within ten (10) days from receipt of replacement unit, or customer will be invoiced the full purchase price of the replacement part. Non U.S. customers should allow for additional transit time due to international customs clearance. Juniper Networks' Asset Recovery organization can assist the customer in facilitating the return of a defective DOA unit. Please do not send a DOA unit back to below addresses unless instructed by a Juniper authorized representative.
Non-Contracted/Out of Warranty
Additional requirements for units that or not currently under a maintenance contract or no longer under warranty: JTAC will confirm the hardware failure and inform the customer that a Logistics Customer Service Representative (CSR) will be contacting them. The CSR will provide a quote to the customer for the repair or replacement of the hardware. The customer is required to provide a P.O. for the repair or replacement costs associated with the hardware failure. Once the P.O. is received, via fax or email, the CSR will process the RMA and send further instructions to the customer or shipment details.
Please do not return any hardware back to Juniper Networks without a valid and authorized Return Material Authorization (RMA) number.
To obtain an RMA number, contact the Juniper Networks Technical Assistance Center (JTAC) at 888-314-JTAC (Canada and U.S.) or 408-745-9500 (outside the U.S.), customers can also access Case Manager.
When requesting an RMA, please provide the following information:
- Product model number for the defective hardware
- Product serial number for the defective hardware
- System serial number of the base unit
- Description of failure and troubleshooting performed to isolate cause
- Customer ship-to address
- Contact name
- Contact phone, fax, and e-mail
Send validated RMA returns to:
(NOTE: The locations outside the US are return depots, not repair facilities)
| Americas |
|---|
| Teleplan International 8860 Industrial Blvd. Dock Door #213 Roseville, CA 95678 Attn: Juniper RMA |
| Canada |
| UPS Logistics Group 7315 David Hunting Drive Mississauga, Ontario L5S 1W3, Canada Attn: Mike Dixon RMA # R |
| EMEA (EU Customers Only) |
| Teleplan//Juniper Returns Werner von Siemensstraat 17 2712 PN Zoetermeer The Netherlands Attn: Juniper Returns Phone: +31 (0) 207 125 700 |
| EMEA (Non-EU Customers / No Return Location in Country) |
| Teleplan International 8860 Industrial Blvd. Dock Door #213 Roseville, CA 95678 USA Attn: Juniper RMA |
| EMEA (Non-EU Countries with a Return Location in Country) |
| Croatia Intereuropa Sajam Internationale Spediti Avenija Dubrovnik 15 10020 Zagreb Croatia Contact: Gordana Stula, Tomislav Sviben Phone: + 385-1-652-1247 Attn: Juniper RMA |
| Israel 1 Hashayfan Street Airport Lod Israel Contact: Haim Bashan and Shira Phone: + 972-391-29344 Attn: Juniper RMA |
| Norway ICT Logistics AS Haslevangen 28/30 0579 Oslo Norway Contact: Andrè Røsok Phone: + 47 226-32881 Attn: Juniper RMA |
| Pakistan TNT Pakistan NTL (Private) Limited 37-E Block 6 P.E.C.H.S. Sharah-e-Faisal Road 75400 Karachi Pakistan Contact: Faredoon Dotiwalla Phone: + 9221-300-8238780 / + 9221-111-868111 Ext 322 Attn: Juniper RMA |
| Russia TNT EXPRESS WORLDWIDE (CIS) Svobody Str. 31 Moscow 125362 Russian Federation Contact: Georgy Dibrov Phone: + 7-985-7628859 Attn: Juniper RMA |
| Saudi Arabia ETC/UPS - Supply Chain Solution Sulai District, Street no. 1 Warehousing & Distribution Facilities 11480 Riyadh Saudi Arabia Contact: Moh'd Abdul Rahim Imran / Anas Al Alami Phone: +966 1 2413880 / +966 50 1579 408 / +966 56 6955 220 Attn: Juniper RMA |
| South Africa UPS-SCS Unit C Brussels Road 33 Aeroport Spartan Ext 2, Kemton Park Johannesburg 1619 South Africa Contact: Eugene de Beer Phone: +27-11-922-9215/+27-11-922-9200 Attn: Juniper RMA |
| Switzerland (Geneva) UPS-SCS Switzerland GmbH Ritschard Transport SA Route des Jeunes 47 1227 Carouge, Geneva 26 Switzerland Contact: Serge Pachon Phone: +41-22-827-7661 Attn: Juniper RMA |
| Switzerland (Zuerich) UPS SCS Switzerland GmbH Weieracherstrasse 12 8184 Bachenbuelach Switzerland Contact: Can Kahraman Phone: + 41-44-8639386 Attn: Juniper RMA |
| United Arab Emirates UPS-SCS c/o UPS (UAE) LLC Al Quoz Warehouse, Sheikh Zayed Rd PO Box 26026 Dubai United Arab Emirates Contact: Matthew Naisby, Siddharth Ghai Phone: + 97-14-3391939 ext 244 Attn: Juniper RMA |
| Asia-Pacific |
| See details per country below. If you do not find your country listed below you will be contacted by our agents who will co-ordinate the return with you. |
| Australia UPS Supply Chain Solutions Building 4, Botany Grove Estate 14A Baker Street Botany NSW 2019 Attn: Fadi Kazzi Phone: +612 9582 7262 RMA # R |
| China Shanghai Nava Import & Export Co. Ltd. Tian, Long Hotel Yuan Nei, DongNanJiao Ku Liu Shu Huan Dao, ShunYi District, Beijing, China 100300 Attn: Tie Liang Xu Phone: +10 8048 3522 Fax: +10 8048 3515 RMA # R |
| Hong Kong UPS SCS (Asia) Limited 6023W-6027W, 6/F Asia Terminals Centre B Berth 3, Kwai Chung Container Terminal N.T. HONG KONG Attn: Klithen Chu Phone: + 852 2614 0219 RMA # R |
| India UPS-SCS India Pvt Ltd., A/4, Unit # 4567, Chamunda Commercial Complex, Thane Bhiwandi Road, Kasheli, Thane - 421 302 India Attn: Deenanath Salvi Phone: +91-22-56121056 or 098205-26575 RMA # R |
| Japan UPS Supply Chain Solutions Japan Ltd. UPS-SCS SPL Center, Prologis park Tokyo 2F., 2-1-2 Tokai, Ota-ku, Tokyo 143-0001, Japan Attn: Hideki Kambara Phone: +81-3-5755-8100 RMA # R |
| Korea UPS SCS Korea Ltd. 442-1 Sam Dong Kwang-Ju City Republic of Korea 464040 Attn: Park Jihoon Phone: +8231-798-0475 RMA # R |
| Macau Golden Warehouse Logistics Ltd. No. 100 Rua Dr. Lourenco, Pereira Marques, Macau Attn: Ms. Moon Lam Phone: +853 28329329 RMA # R |
| Malaysia UPS SCS (Malaysia) Service S/B Suite 11.01,11th Floor Menara Summit Persiaran Kewajipan USJ1, 47600 UEP Subang Jaya Selangor, Malaysia Attn: Raja Veerapan Phone: +603-8026-8371 RMA # R |
| New Zealand UPS-SCS 120 Pavilion Drive Airport Oaks, Mangere Auckland 2150 New Zealand Contact: Andrew Morgan PH: +64 9255 0804 FX: +64 9255 0876 RMA # R |
| Singapore UPS SCS (Singapore) Pte Ltd. 10 Pandan Crescent, Lobby LL1 #02-02 UE Tech Park Singapore 128466 Attn: Gwen Lim Phone: 65-6771-8286 Phone: 65-67718-285 RMA # R |
| Taiwan UPS Supply Chain Solutions, Taiwan 3F-1, No. 16, Lane 77. Sing - Ai Rd., Nei Hu Dist 114, Taipei, R.O.C. Attn: Wallace Tan Phone: 886 2 27907214 RMA # R |
| Vietnam LATS Co, Ltd 46 Nguyen Truong To, Dist 4 Ho Chi Minh City Vietnam Attn: Pham Xuan Thinh Ph: +84-8-9401926 RMA # R |
| Thailand UPS SCS Services (Thailand) Limited 241/1 Soi Patthankarn 20, Patthankarn Road, Suangluang, Bangkok 10250, Thailand Attn: Jaturong Liwtaweeseepragay Tel: +662-3692572 RMA # R |
| Philippines and Sri Lanka Teleplan International 8860 Industrial Blvd. Dock Door #213 Roseville, CA 95678 USA Attn: Juniper RMA # |
| Latin America |
| If you do not find your country listed below you will be contacted by our agents who will co-ordinate the return with you. Due to Customs Regulations within Latin America you may also be asked to provide copies of the original commercial documents to assist with the return of the defective part to Juniper Networks Repair Centers. Please contact csr-usa@juniper.net for questions regarding your RMA. |
| Argentina Comlasa Argentina, S.A. Aguero 351, Capital Federal Buenos Aires C1171ABC Attn: Ruben Nasillo Ph. 5411-4867-7800 RMA # R |
| Brazil – Sao Paolo UPS-SCS Rua Pedro Taques 77 Sao Paulo SP 01415-010 Brazil Attn Katia Barile Ph 551132181000 RMA # R |
| Mexico - Mexico City UPS Worldwide Logistics de Mexico Colonia Nueva Industrial Vallejo Prolonacion Saturno #456 (Almacen #20) Mexico City CP 07700 Attn Eduardo Camarena Ph (525) 119 1600 RMA # R |
| Puerto Rico UPS-SCS Puerto Rico Lot 15-A Sabana Gardens Industrial Park Carolina, PR 00984 Ph 787-620-4530 RMA # R |
| Colombia Carrera 85 D # 51 - 65 Bodega 21 y Bodega 22 Complejo Logãstico San Cayetano Bogota, Colombia Attn: Marco Tulio Rodriguez Phone: 571 423 8775 RMA # R |
| Chile UPS SCS Transportes (Chile) Ltda. Carretera General San Martin 9260 - Qui Santiago, Chile Attn: RMA # R |
| Panama UPS Logistics Group Panama Inc. Calle 52 Este, Obarrio Edificio Plaza Ejecutiva, Oficina 1-E Apartado Postal 87-4148 Panama City, Panama Attn: RMA #R |
| Peru UPS Supply Chain Solutions Peru S.R.L AV. ANGAMOS ESTE No. 1625 - SURQUILLO Lima, Peru Attn: Miriam Lopez Phone: (511) 618-5000 RMA # R |
| Venezuela Comlasa de Venezuela Con Avenida Andres Bello Edificio Atlantico, Piso 1, Oficina 8 Avenida Francisco de Miranda Los Palos Grandes Carracas, Venezuela Attn: RMA # R |
| Guatemala UPS-SCS Ruta 7, 6-42, Zona 4 Edificio Torre 6-42 4to Nivel Officina 406 Guatemala City, Guatemala Contact: Alfredo Paiz Phone: 502-423-9898 RMA #R |
| Ecuador UPS-SCS 1129 Y Av Real Audiencia Cuidadela, Ruminahui Av Luis Tufino Quito, Ecuador Guatemala City, Guatemala Contact: Ivan Omaza Phone: 5932-2411-1425 RMA #R |
NOTE: Label the outside of the box with the RMA number to ensure proper tracking and handling.
Updated: January 2008




