Return Merchandise Authorization (RMA) Policy

Last Updated: 30 April 2025

Pepwave will replace your defective hardware in accordance with our Standard Hardware/Software Policy. Please read our policies below carefully before contacting our support team:

• You must be the original owner of the defective hardware.

• Pepwave’s RMA service is only valid for customers who have purchased hardware directly from Pepwave. If you did not purchase directly from Pepwave, please contact your hardware provider for assistance.

• The Warranty Period is twelve (12) months, starting from the time of shipment of hardware, or the date the Hardware was purchased according to sales registration, whichever is later. Please also refer to our Standard Hardware/Software Warranty Policy for information on exclusions and limitations of warranty.

• You will be required to provide valid and accurate information to our support team, such as issues experienced, current firmware version, model number, serial number of the defective hardware and your contact details.

  • To save time for troubleshooting, you are strongly advised to include a Diagnostic Report.

  • If it may be an issue with only a defective accessory, please also notify the Pepwave support team of the same, as this may help to save the shipping costs in the process.

Standard RMA

The RMA process is as set out below. Failure to follow may result in additional charges and delays:

• Contact the Pepwave support team and describe the issues you are experiencing. Please provide enough details for troubleshooting and investigation.

• Request an RMA number and the address of the RMA centre from the Pepwave support team. Pepwave will not accept RMA requests without a valid RMA number issued by the support team.

• Ship the defective unit back within fourteen (14) calendar days after your RMA request is confirmed. Any RMA authorization and RMA number issued will be revoked on the expiry of this 14-day period.

• Pack the return shipment properly. For hardware returns, include all accessories that came with the hardware. Any missing parts or items, and any parts or items damaged due to insufficient or inappropriate packaging, will void the warranty.

• Record the RMA number clearly on the returning package.

Please note:

• Customers will bear all costs (including any duties, taxes and administrative charges) of shipping the defective unit to Pepwave RMA Center. Pepwave will be responsible for the costs of sending the replacement unit(s) back to the customer, except that all duties, taxes and administrative charges remain the responsibility of the customer.

• All configurations may be restored to factory default during the refurbishment process, and Pepwave disclaims all responsibilities and liabilities for the lost or modified configurations of the hardware.

Defective On Arrival (DOA) or Advance Hardware Replacement

DOA, means a hardware is found to be defective in such a way that it cannot function properly within the first fourteen (14) calendar days of receipt.

In case of an Advance Hardware Replacement, a replacement unit may be sent out by Pepwave before the customer returns the defective unit. Subject to our Standard Hardware/Software Warranty Policy and satisfaction of the requirements hereunder, Advance Hardware Replacement will be provided in the event that:

• The defective hardware is verified by Pepwave to be DOA; and

• The defective hardware is covered by a valid EssentialCare+, PrimeCare+, or EnterpriseCare.

Please follow the procedure below in requesting a DOA or Advance Hardware Replacement:

• Contact the Pepwave support team and describe the issues you are experiencing. Please provide enough details for troubleshooting and investigation.

• Request a DOA/RMA number and address of the RMA centre from the Pepwave support team. Pepwave will not accept DOA/RMA requests without a valid DOA/RMA number issued by the support team.

• Record the DOA/RMA number clearly on the returning package.

• In case of DOA,

  • Pepwave will be responsible for the shipping costs (including any duties, taxes and administrative charges) both for your return of the defective unit and our sending of the replacement unit back to you.

  • Shipping method and information will be provided for customers to return the defective unit. Please ship the defective unit back within fourteen (14) calendar days after your DOA/RMA request is confirmed. Any DOA/RMA authorization and DOA/RMA number issued will be revoked on the expiry of this 14-day period.

  • Please pack the return shipment properly. For hardware returns, include all accessories that came with the hardware. Any missing parts or items, and any parts or items damaged due to insufficient or inappropriate inaccurate packaging, will void the warranty.

• In case of Advance Hardware Replacement,

  • Pepwave will be responsible for the costs of sending the replacement unit(s) to the customer, except that all duties, taxes and administrative charges remain the responsibility of the customer. Customers will bear all costs (including any duties, taxes and administrative charges) of shipping the defective unit to Pepwave RMA Center.

  • Please ship the defective hardware back within fourteen (14) calendar days of receipt of the replacement hardware, or Pepwave reserves the right to invoice customers at list price of that replacement hardware.

  • Please pack the return shipment properly and include all accessories that came with the hardware. Pepwave reserves the right to invoice customers at list price of that replacement hardware if there is any missing part or item, or any part or item damaged due to insufficient or inappropriate inaccurate packaging.