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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 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.

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 complete the RMA request form in the Meraki dashboard. If your RMA request is approved, Cisco Meraki will email you an RMA number and a return shipping label free of charge. We will ship replacement units within five business days of receiving your defective units. If no trouble is found, we will contact you before taking further action.

If you require advance replacement, please call Cisco Meraki technical support. Advance replacement orders will ship within 1 business day.

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

Warranty Coverage Period

Cisco Meraki stands behind its products. Hardware products generally come with a 1-3 year warranty or lifetime warranty, as specified on the relevant Cisco Meraki data sheet.

Some general warranty term lengths can be found below:

MX/Z (e.g. MX100, Z3) MS (e.g. MS120, MS350) Indoor MR (e.g. MR30H, MR52) Outdoor MR (e.g. MR74, MR84) MC (e.g. MC74) MV (e.g. MV21, MV71)
Lifetime Lifetime Lifetime 1 Year 2 Years 3 Years

Note: The above table is a general guideline for warranty terms and is not final. Warranty terms are subject to printed warranty information on the relevant data sheets.

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:

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 also be able to print out a return shipping label and ship the product back to Cisco Meraki at no charge to you.

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

Avoiding Licensing Issues 

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 can still remain in your inventory, but as long as it is not currently in a network it will not count towards your device limit.

Refund Requests

If you are dissatisfied with your Cisco Meraki purchase for any reason, you may return your order for a full refund. All returns must meet the following criteria:

  1. You purchased the product through an authorized Cisco Meraki reseller or direct from Cisco Meraki
  2. You are the original purchaser of the product
  3. You submit your refund request within 30 days of purchase
  4. The product is in new condition, including all accessories in the original packaging

To request a refund, please complete our RMA request form.

If your refund request is approved, Cisco Meraki will email you an RMA number. In order for the refund to be accepted and processed, Meraki must receive the hardware you are returning no later than 30 days following the date the RMA number is issued. Once we have received and inspected the units, 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 receiving 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.)

From time to time Cisco Meraki offers special refund terms. If your return is covered by special terms, please reference those terms on your RMA request.

Please contact Cisco Meraki directly for all returns, including product purchased through distributors or resellers.

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 has a tracking number and is insured for the proper value of its contents. Cisco Meraki is not responsible for packages lost by carriers.

Product End-of-Life (EOL) 

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

When a product reaches EOL, Meraki is committed to communicating important milestones throughout the EOL period. These notifications will include the initial EOL notification, the End of Sale (EOS) announcement, and the End of Support (EOST) dates, as well as other key information pertaining to Cisco Meraki products.

End-of-Life Summary

  • End-of-Sale Announcement: Date of official end-of-sales notice, typically six months prior to the last order date.
  • End-of-Sale (EOS) Date: The last date to order the product through Cisco Meraki point-of-sale outlets. After this date, the product is no longer for sale via any channel.
  • End-of-Support (EOST) Date: The last date a product will be affirmatively supported by Cisco Meraki, typically seven years following the EOS Date.

End-of-Life Policy Details 

Any products being discontinued will be announced as End of Sale and identified on the Cisco Meraki website up to six months prior to the discontinuation and EOS date (also known as the last order date). On the end of sale date, discontinued hardware products are removed from the price list and are no longer available for purchase. Cisco Meraki typically provides support for a given product for a period of seven (7) years after the EOS date.  If the discontinued product is not available for replacement or repair of an in-warranty return, Cisco Meraki may replace the discontinued product with functionally equivalent hardware and transfer the remaining license term from the replaced product to the replacement hardware.

Although legacy Cisco Meraki products typically can connect to our cloud-based management software for the entire useful life of the product, following the EOST Date, some things may change, including the following:

  • Cisco Meraki cannot guarantee that legacy hardware products will be able to connect to the management software indefinitely following the EOST Date;
  • Cisco Meraki Technical Support may no longer troubleshoot the legacy hardware products;
  • Cisco Meraki may no longer issue firmware updates or patches for the legacy products; and
  • New software features available for the management software may not be compatible with the legacy hardware functionality or with the firmware running on the legacy hardware.

If either of the first two situations above occurs, then we will use our best efforts to provide the customer with a workable solution for upgrading from the legacy hardware and, failing that, will refund to the customer the value of any remaining license term attributable to the legacy hardware as of the EOST Date.

Nothing in this EOL Policy changes or diminishes the warranties Cisco Meraki provides for all of its hardware products.

Troubleshooting End-of-Support Devices

It is recommended to avoid having EoST and current devices in same network whenever possible. If a device has reached end-of-support, consider the following steps to attempt to resolve issues you're having with the device:

  • Does the device power on?
    • Try multiple power sources to ensure the power available to the device is not responsible for the issues.
  • Does the device connect to dashboard?
    • Is the device's IP settings properly configured? (Use the local status page to verify the local IP settings)
    • Reboot the device and give it some time to attempt to reconnect to the Meraki Dashboard
    • Factory reset the device. Generally, this requires having the device powered on, then inserting a paperclip or similar tool into the small "reset" hole on the device.
  • If the device connects to dashboard but is having configuration issues
    • Try isolating the device on its own network. Ensure that it's not using bad configurations that may be working correctly on other devices, but not the affected device.
    • Try reverting to a previous working firmware version if possible, or if it's been changed

End-of-Life Products 

Product Announcement End-of-Sale Date End-of-Support Date
Solar Sep 3, 2010 Dec 31, 2010 Dec 31, 2015
Wall Plug Sep 3, 2010 Dec 31, 2010 Dec 31, 2015
Mini Sep 3, 2010 Dec 31, 2010 Sep 25, 2017
Indoor Mar 3, 2011 Jun 30, 2011 Jun 30, 2016
MX50 Jul 15, 2011 Sep 1, 2011 Sep 1, 2016
MX70 Jan 18, 2012 Mar 31, 2012 Mar 31, 2017
MR11 May 29, 2012 Aug 30, 2012 Aug 30, 2017
MR14 May 29, 2012 Aug 30, 2012 Aug 30, 2017
OD2 Jul 26, 2012 Oct 30, 2012 Oct 30, 2017
MR58 Jul 26, 2012 Oct 30, 2012 Oct 30, 2017
MX90 Nov 5, 2013 Apr 26, 2014 Apr 26, 2021
MS22 Nov 5, 2013 Apr 26, 2014 Apr 26, 2021
MS22P Nov 5, 2013 Apr 26, 2014 Apr 26, 2021
MS42 Nov 5, 2013 Apr 26, 2014 Apr 26, 2021
MS42P Nov 5, 2013 Apr 26, 2014 Apr 26, 2021
SFP/SFP+ Accessories Nov 5, 2013 Apr 26, 2014 Apr 26, 2021
MS22/P and MS42/P Licenses Jan 6, 2014 Jan 25, 2014 N/A
MR16 Feb 27, 2014 May 31, 2014 May 31, 2021
MR24 Feb 27, 2014 May 31, 2014 May 31, 2021
802.3af PoE Injector Feb 27, 2014 May 31, 2014 May 31, 2021
Systems Manager Enterprise Support License Sep 22, 2014 Sep 22, 2014 End of customer’s license
ANT-11 Jan 12, 2015 Apr 24, 2015 Apr 24, 2022
ANT-13 Jan 12, 2015 Apr 24, 2015 Apr 24, 2022
MX60 Jul 10, 2015 Oct 24, 2015 Oct 24, 2022
MX60W Jul 10, 2015 Oct 24, 2015 Oct 24, 2022
MR12 Jul 27, 2015 Oct 24, 2015 Oct 24, 2022
MS320 & MS420 power supplies and fans Nov 16, 2015 Nov 16, 2015 Nov 16, 2022
MX80 Jan 26, 2016 Aug 30, 2016 Aug 30, 2023
MR26 Feb 9, 2016 May 9, 2016 May 9, 2023
AC-MR-1-XX Feb 9, 2016 May 9, 2016 May 9, 2023
MR34 Aug 1, 2016 Oct 31, 2016 Oct 31, 2023
MS420 Aug 1, 2016 Oct 31, 2016 Oct 31, 2023
MR18 Dec 8, 2016 Feb 13, 2017 Mar 31, 2024
MS320 Series Dec 8, 2016 Mar 31, 2017 Mar 31, 2024
MR32 Jan 18, 2017 Apr 30, 2017 Jul 31, 2024
MR72 Mar 7, 2017 Apr 30, 2017 Apr 30, 2024
MS220 Series Mar 16, 2017 Jul 29, 2017 Jul 29, 2024
MR66 Jun 7, 2017 Jun 9, 2017 Jun 9, 2024
MR62 Aug 15, 2017 Nov 15, 2017 Nov 15, 2024
ANT-10 Sep 6, 2017 Sep 11, 2017 Sep 11, 2024

More information and the most up-to-date list can be found here

 

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