RMA 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. Units returned under a valid RMA number will receive a ninety (90) day hardware warranty or the remainder of the original hardware warranty, whichever is longer. Juniper Networks' global repair centers are located in Monterrey, Mexico; Suzhou, China and Oradea, Romania. Please refer to the RMA return instructions located in the upper right section of this page.
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. 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. Customers should allow for additional transit and custom clearance time if international customs clearance is required. 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.
Please do not return any hardware back to Juniper Networks without a valid and authorized Return Material Authorization (RMA) number.

See a complete list of our Global RMA Returns Locations.

When requesting an RMA, please provide the following information: Juniper Networks maintenance and support services offerings for its hardware systems do not provide for repair or replacement of certain parts installed in or sold for use with Juniper Networks systems. See a list of parts not eligible for repair or replacement. This list will be updated on quarterly basis.
 
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