All WatchGuard hardware includes a one-year hardware warranty. Hardware that does not have an active Support subscription but is still within the one-year hardware warranty period, may qualify for a non-advance replacement RMA. An advance Hardware Warranty Replacement is available with an active Support subscription. All RMAs will require approval from a WatchGuard technician prior to fulfillment.
Once an RMA is approved by a WatchGuard technician, WatchGuard will ship replacement hardware via pre-paid airfreight, which will ship for next day delivery in USA and European Union countries. Receipt of the shipment is dependent upon regional customs and governmental regulations which, in some countries, may cause delays. WatchGuard strives to get all replacement hardware to the requested location as quickly as possible.
Upon shipment of replacement hardware, customers have 15 days to return the failed hardware back to WatchGuard. If the failed hardware is not returned to WatchGuard within 15 days of the RMA shipment, WatchGuard will notify the contact associated with the account requesting the RMA and begin collections for the full amount of the replacement hardware. In addition, the account will be placed on credit and Support hold until full payment has been received.
Premium 4-Hour RMA Service
Customers with mission-critical requirements that need replacements sooner can purchase the Premium 4-Hour RMA subscription with round-the-clock coverage. With this upgrade, a courier will deliver a replacement appliance on-site from local stocking depots within 4 hours of RMA approval by WatchGuard Support. Learn more >
Hardware Warranty – Terms and Conditions
Customers are responsible for customs fees and tariffs associated with the delivery of the replacement hardware and return shipment of the failed hardware.
Routine RMA orders are filled on the day that they are received if the RMA is processed before 1:00 PM Pacific Time / 8:00 PM UTC, Monday through Friday. Please note that some holidays observed by shipping companies may create shipping delays that are outside of WatchGuard’s control.
Replacement hardware may be new or like-new. In the event of hardware obsolescence, WatchGuard reserves the right to replace failed hardware with a model of similar or better features and functionality.
WatchGuard will complete the transfer of the registration information and subscription services to the replacement hardware. The replacement hardware will include instructions for returning the failed hardware to WatchGuard. Please make sure that the RMA number is included with the returning shipment.
WatchGuard’s Hardware Warranty does not apply to any hardware that has been: (i) altered, repaired or modified by any party other than WatchGuard except for the replacement or inclusion of specified components authorized in, and performed in strict accordance with documentation provided by WatchGuard; or (ii) damaged or destroyed by force majeure events, accidents, power spikes or similar events, or by any intentional, reckless or negligent acts or omissions of any party. More detailed information may be found in the Hardware Guide for your model. Any failed device returned to WatchGuard with broken warranty seals may void warranty coverage. Technical Support programs are not available for devices determined to be altered, repaired, modified, lost, stolen, or damaged by accident or misuse.