Arcserve UDP Appliance Return Policy

A valid RMA (Return Material Authorization) number is required to return a product to Arcserve. Contact the Arcserve Technical Support department to obtain an RMA number. Please refer to arcserve.com/support for contact information to customer care. Information will be provided by support where to send the RMA data.

Returns are subject to a re-stocking fee of 10%. Exceptions are: 1) If an order was fulfilled incorrectly, Arcserve will accept RMA and provide full credit; 2) If a defective item is returned within 30 days, Arcserve will accept RMA and provide full credit; and 3) If there are hardware technical issues that are unresolved by support after a reasonable period of time to resolve, Arcserve will accept RMA and provide a hardware swap for a unit of equivalent value.

Information needed for the RMA request:

Product serial number (located on the back of the appliance)
Arcserve Order Number
Partner contact name
Partner phone number
Partner Email address
Customer contact name (if available)
Phone number (if available)
Email address (if available)
Description of problem and any troubleshooting already performed.
Shipping service requested and shipping address.

The RMA number must be clearly marked on the outside of the packaging. All RMAs must be shipped using adequate packaging. All RMAs should be shipped using a reputable carrier that offers package tracking and insurance. Any shipping damage or lost RMAs will be the responsibility of customer.