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How to return a Smart-UPS or Back-UPS product for Warranty Replacement.

Issue:

You  are having a technical issue with your UPS and feel that it should be returned for warranty service

Product Line:

All single phase UPS products

Environment:

All models, All Serial Numbers

Cause:

UPS is not functioning as expected

Resolution:

The first step in returning a unit for replacement under warranty is to contact APC Tech Support to troubleshoot the issue. You can find contact information here. If a return is deemed necessary, the Tech Support Engineer will place the order for your replacement unit and provide an RMA (Return Merchandise Authorization) number and shipping address to return the defective equipment to. 

When shipping the UPS back to APC, it is important to perform the following steps:

  • Make sure the Battery in the UPS is disconnected. This is very important to guarantee the safe shipment of the unit and to meet all Department of Transportation regulations. 
  • Package the unit securely, preferably using the original shipping box. If the original shipping box is unavailable make sure that the packing materials used are sufficient for the weight of the UPS.
  • Clearly label the box with the RMA number provided by Tech Support. This number is used to track the return of your unit once it reaches our warehouse.

In the US and Canada, replacement units will ship out via ground carrier such as FedEx, UPS, or Purolator. Units replaced under an Extended Warranty ship out via standard overnight delivery. RMA's processed before 2pm generally ship out the same day, assuming that the replacement part is in stock.

If you need to contact APC for additional information regarding your RMA, please have you RMA or case number available to expedite the request. 

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