---
title: Product Warranty and Return Process
description: Product Warranty and Returns / RMA
---
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# Product Warranty and Return Process
### Product Warranty and Return Process
Kona gateways and sensors have a standard 1 year + 2 weeks warranty based on the product ship date. Some Customers have special warranty terms in place. In these cases, the length of warranty period and return process may be different than listed below. Warranty is void on products that have been abused, opened or modified.
### In Warranty Returns
If a customer finds a product to be defective inside the warranty period the first step is to raise a ticket on the TEKTELIC Support Portal. It may be that the problem can be solved remotely or there is a work around. If it is determined that the problem cannot be solved remotely the unit must be returned to TEKTELIC for service. The date the ticket is created will be used to confirm the unit is in the warranty coverage period.
It is the customer's responsibility to package the failed unit for return, ideally in the original shipping packaging, and pay for return shipment to the address listed on the RMA form. The RMA form is attached to this article. For Mega and Macro gateways, please do not return antennas, cables or mounting hardware unless they are related to the problem. Please complete the RMA form and provide as much detailed information as possible related to the problem.
Once received at TEKTELIC, the customer will be contacted through the Support Portal and notified the unit was received and a problem investigation has started. If the problem is found to be related to a product defect, TEKTELIC will repair the product and return it to the customer at TEKTELIC's expense. If no fault is found with the unit, the product will be returned to the customer at the customer's expense. If a fault is found and determined to be the result of abuse as defined by the terms of sale then a repair quote will be provided to the customer or the unit will be returned to the customer at the customer's expense.
Repaired units receive a 90 day warranty, or the remainder of the original warranty, whichever is longer.
### Out of Warranty Returns
If a customer finds a product to be defective out of the warranty period the first step is to raise a ticket on the TEKTELIC Support Portal. It may be that the problem can be solved remotely or there is a work around. If it is determined that the problem cannot be solved remotely the unit may be returned to TEKTELIC for service.
It is the customer's responsibility to package the failed unit for return, ideally in the original shipping packaging, and pay for return shipment to the address listed on the RMA form. The RMA form is attached to this article. For Mega and Macro gateways, please do not return antennas, cables or mounting hardware unless they are related to the problem. Please complete the RMA form and provide as much detailed information as possible related to the problem.
Once received at TEKTELIC, the customer will be contacted through the Support Portal and notified the unit was received and a problem investigation has started. Once the fault is identified a repair quote will be provided to the customer. If the customer decides to proceed with repair, the unit will be repaired and returned to the customer at the customer's expense. If the customer does not wish to proceed with repair the unit can be returned to the customer at the customer's expense or the unit can be left with TEKTELIC for disposal. The unit becomes the property of TEKTELIC if it is left for disposal.
Repaired units will receive a 90 day warranty. Please see the following links for the RMA Return Form and Export Documentation:
[RMA Form](https://knowledgehub.tektelic.com/hubfs/General%20KB/Product%20Warranty%20and%20RMA%20(UTD)/Customer_Problem_Report_2.1.xlsx?hsLang=en)
[RMA Export Documentation](https://knowledgehub.tektelic.com/hubfs/General%20KB/Product%20Warranty%20and%20RMA%20(UTD)/RMA_Export_Documentation.pdf?hsLang=en)
Legal Terms
The official terms of sale and legal definition of our standard warranty can be found on the TEKTELIC [website](https://tektelic.com/terms-conditions/).
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