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Warranty Return, Policy & Procedure

Standard Policy

How to verify if my Lantronix product is defective?

  1. Visit our Knowledge Base and Frequently Asked Questions (FAQs)
  2. Contact Lantronix Technical Support Engineers (TSE):
    1. Link to Tech Support web form: Submit a Tech Question 
    2. Link to Tech Support: Contact Us
  3. Our TSE will need to know / ask the following:
    1. Complete contact information including e-mail and telephone.
    2. Questions relative to the issue with the unit.
    3. Perform necessary trouble shooting functions to determine a cause for failure
  4. If the product is deemed defective and covered under our warranty, the TSE will create a Technical Case with case number.
  5. The Technical Case is dispatched to Customer Support to create the Return Material Authorization number (RMA).
    1. Customer Support creates an RMA referencing the Technical Case number as the PO number.
    2. The RMA notification is emailed within two business days following the case dispatch from Technical Support.
    3. The RMA notification contains all the necessary return instructions including Part number, Quantity and return address.
  6. Once the defective unit is received by Lantronix, the repair or replacement process will begin.
    1. If no fault is found (NFF), you will be contacted for additional action (provide your FedEx/UPS number or scrap the unit).
    2. If the issue is common, best efforts will be made to repair or replace within 2 weeks of receipt.
    3. If the issue is uncommon, a repair or replacement may take up to month (avg. 2 weeks).
      1. Lantronix will make every attempt to repair or replacement ASAP.
    4. Lantronix ships ground freight or best way international. All other methods of shipping require your FedEx or UPS number.

Advance Replacements (Domestic only)

Services

Lantronix offers Advance Replacement Warranty Services at time of your original hardware purchase. Customers who purchased this service will be shipped a replacement unit ASAP and the unit is shipped via overnight (where available) at no additional cost. This provides customers with minimal downtime. For a list of available products covered under the Advanced Replacement Warranty Service options, click here.

If you did not purchase an Advance Replacement Service at the time of your original hardware purchase, then you may request an advance replacement for a fee. Let our TSE know that you are interested in an advance replacement and they will note it in the Technical Case. A credit card is required to pay for the advance replacement fee and secure the return of the defective product to Lantronix within 30-days. As long as the defective product is returned within 30-days a credit will be issued back to the customer’s credit card less the advance replacement fee. Lantronix ships ground freight or best way international. All other methods of shipping require your FedEx or UPS number.

Dead-on-Arrival (DOA)

A product is considered DOA when the unit is connected for the first time and a failure occurs. At Lantronix discretion, product deemed DOA by our TSE and purchased within 30-days* is eligible for advance replacement at no additional cost to the customer. A credit card is required to secure the return of the defective product to Lantronix within 30-days. As long as the defective product is returned within 30-days a credit will be issued back to the customer’s credit card.

* Proof of purchase date is required.

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