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

The first step in returning a unit for replacement under warranty is to contact APC Tech Support by clicking on the
Get Help button floating on this FAQ page and choose "Chat with an expert".

Troubleshooting is required for Warranty service. If a return is necessary, the Tech Support Engineer will place an order for your replacement unit, provide an RMA (Return Merchandise Authorization) number, and provide a return shipping address label for the equipment.

To determine the factory warranty for your specific product, search for your part number at www.apc.com. The factory warranty period will be listed under Show more specifications -> "Contractual Warranty". You can also view UPS Factory Warranty Information to learn how to locate your Model and Serial Number.

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 carriers such as FedEx, UPS, or Purolator. Units replaced under an Extended Warranty ship out via standard overnight delivery. RMA's processed before 2 p.m. generally ship out the same day, assuming that the replacement part is in stock. Within 30 days of purchase, all warranty replacements will be new products. After 30 days, replacement units will be refurbished product. New products may be substituted if refurbished units are unavailable. All refurbished units are fully tested to ensure that they meet all factory specifications and include a new battery.

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