RMA Process · UAE
Downloads
SOP v2.1 · July 2026
Partner guide · United Arab Emirates

How to return a faulty D‑Link product in the UAE.

The faulty unit goes one way. The replacement comes back. This page shows who does what, step by step, in simple words.

This process applies to the UAE only. For other countries, contact your D-Link office.
First, choose your product type
See the steps Downloads
You are viewing: Consumer productsSMB products · the whole page changes with your choice
Faulty unit →
Faulty unit
Settled
Customer
Retailer
Distributor
D‑Link
← Replacement
Replacement
E-ticket opened
Unit + invoice
Shop checks
RMA Portal · RMA Number
Monthly return
Customer has a new unit
Downloads

All documents in one place.

Updated 2 October 2026
RMA SOP documentsThe two official SOPs: Consumer and SMB.ZIP · 2 PDF files · SOP v2.1 Product listEvery model: Consumer or SMB, e-ticket, warranty period.Excel · open in Excel to search Warranty listWarranty period for each product series.PDF · 2026 v1.2
Start here

Which product is it?

There are two SOPs. One for Consumer products, one for SMB products. They are almost the same. The big difference is the e-ticket. Choose the product type. The page will change.

Not sure about a model? Check the full product list. Every model, with its category, its warranty period, and if an e-ticket is needed. Open it in Excel and search for the model. Excel file
Download the product list (Excel)
Consumer vs SMB

What is different? Only the start.

After the customer arrives at the shop, both processes are the same. The e-ticket is the only difference.

Question
Consumer
SMB
Does the customer contact D-Link first?
No. The customer goes to the shop.
Yes. The customer opens an e-ticket with D-Link first.
Is an e-ticket needed?
No.
Yes. Only the end user can open it. Not the shop. Not the distributor.
What does the customer bring to the shop?
The unit and the invoice.
The unit, the invoice, and the e-ticket confirmation.
What does the shop check?
Invoice, model, serial number, the problem, box, physical condition.
The same, plus the e-ticket confirmation. The serial number must be on it.
Can the shop replace the unit right away?
Yes, if the check is OK and the shop has stock.
Yes, if the e-ticket confirmation and the check are OK and the shop has stock.
Who uses the RMA Portal?
The distributor only.
Same. The distributor only.
Who gets the RMA Number?
The distributor, from the Portal.
Same. The customer never gets one.
New unit, serial numbers, warranty transfer, monthly return
Same rules for both.
Same rules for both.
The e-ticket

Who uses the e-ticket?

This is the most common mistake. The e-ticket is only for SMB products, and only the end user opens it.

Customer (end user)
YES

Opens the e-ticket at qr.dlink-me.com/support. Only for SMB products. Receives the e-ticket confirmation.

Retailer
NO

Does not open the e-ticket, even for the customer. Only checks the e-ticket confirmation that the customer brings.

Distributor
NO

Does not open the e-ticket. Uses the RMA Portal instead. Uploads the e-ticket confirmation there.

D-Link
Checks

2nd Level Support reads the e-ticket, tests the unit if needed, and sends the confirmation to the customer.

Words used on this page

Eight words to know.

E-ticket

A support request the customer opens online with D-Link. SMB products only. It is not an RMA.

E-ticket confirmation

The answer from D-Link. It says the unit is faulty and in warranty. It lists the approved serial numbers.

RMA Portal

The D-Link online system where the distributor logs each return. Only distributors use it.

RMA Number

The official number of the RMA. The Portal creates it for the distributor. The customer and the shop never get one.

Serial number

The unique number on the label of each unit. D-Link needs two: the old unit and the new unit. The warranty moves from one to the other.

Replacement

The unit given to the customer instead of the faulty one. The same model, or its replacement model if phased out, or the next higher model.

Settlement

How D-Link pays the distributor back for each return. In this order: the same model, the replacement model if phased out, the next higher model, or a credit note. Units are sent monthly or with the distributor's next shipment.

JAFZA

The D-Link office in Jebel Ali Free Zone (JAFZA), Dubai. Distributors send faulty units there once a month.

Before anything else

The rules. Always.

Most problems with returns come from breaking one of these rules. Follow them and the process is easy.

Showing
The process

Step by step. SevenTen steps.

Each card says who does the step, and what they give or receive. The first three steps are the e-ticket. They are for SMB products only.Consumer products have no e-ticket. The process starts at the shop.

Showing
STEP 01
Customer

Open an e-ticket

The customer goes to qr.dlink-me.com/support and opens a support request. The customer must do this. Not the shop. Not the distributor.

Gives: model, serial number, and what the problem is
STEP 02
D-Link

D-Link checks the unit

D-Link 2nd Level Support tests the product if needed and checks the warranty. There are three possible answers: the unit is faulty and in warranty, more information is needed, or the unit is not accepted.

Not accepted if: warranty is over, physical damage, wrong use, or another warranty exclusion
STEP 03
D-Link → Customer

Customer gets the e-ticket confirmation

If the unit is faulty and in warranty, D-Link sends a confirmation. It lists the serial numbers that can be returned. One ticket can cover more than one unit.

This is not an RMA Number. The RMA Number comes later, from the distributor's Portal.
STEP 04
Customer

Go to the shop

The customer brings the faulty unit back to the shop where it was bought. The customer does not contact D-Link.The customer shows the e-ticket confirmation.

Brings: the unit, the invoice, the e-ticket confirmation, and the box if possible
STEP 05
Retailer

The shop checks

The shop checks the invoice, the model and serial number, the problem, the box, and the condition of the unit. The shop also checks that the serial number is on the e-ticket confirmation. Physical damage can cancel the warranty.

No invoice = no RMA.
STEP 06
Retailer / Distributor

Give a replacement

Who gives the replacement depends on who has stock. First the shop. Then the distributor. Then D-Link. The shop can replace right away from its own stock. It does not need to wait for D-Link. The customer gets the same model. If it is phased out, the replacement model. If not possible, the next higher model.

If the shop and the distributor have no stock: the customer gets the replacement within TBC working days
STEP 07
Who gives the unit

Report the new serial number

Whoever gives the new unit to the customer writes down its serial number. If the shop gives it, the shop sends the number to the distributor. If the distributor gives it, the distributor records the number itself. The distributor enters it in the RMA Portal. D-Link then moves the warranty of the old unit to the new unit.

Why: the warranty of the old unit moves to the new unit. No serial number = no warranty transfer, no settlement.
STEP 08
Distributor

Log the RMA in the RMA Portal

The distributor receives the faulty unit from the shop. The distributor logs the RMA in the D-Link RMA Portal. The Portal creates the RMA Number. The distributor uploads the documents.

Enters: faulty serial number, "Replacement Serial Number provided to the end user", invoice, model, problem, shop name, e-ticket confirmation
STEP 09
Distributor

Send units to D-Link once a month

Once a month, the distributor sends all faulty units to D-Link JAFZA with a report. The report must match the Portal.

Report: RMA Number, e-ticket number, model, both serial numbers, shop name, invoice date, problem, status
STEP 10
D-Link

D-Link checks and settles

D-Link checks the units against the Portal. Then D-Link gives the distributor a new unit of the same model. If the same model is phased out, the replacement model. If not possible, the next higher model. A credit note only as the last option. D-Link sends the settlement units once a month, or together with the distributor's next shipment from D-Link.

Order: same model → replacement model (if phased out) → next higher model → credit note
A real example

One return, from start to end.

Press Play to follow one return day by day. This is an example only. The days are for illustration and are not a promised timeline. You are viewing the Consumer example. It has no e-ticket.You are viewing the SMB example. It starts with the e-ticket.

Show the example for
Example · Consumer product

Sara's Wi-Fi router stops working

Sara bought a D-Link Wi-Fi router from a shop in Dubai six months ago. Today it does not turn on.

  1. Day 1SaraSara finds her invoice.She does not call D-Link. She does not need an e-ticket. Consumer products go straight to the shop.Invoice
  2. Day 1SaraShe goes to the shop.She brings the router, the box, and the invoice.RouterInvoice
  3. Day 1ShopThe shop checks.Invoice is OK. The model matches the invoice. The serial number is written down. No physical damage. Sara explains the problem.Check OK
  4. Day 1ShopThe shop has the same model in stock.The shop gives Sara a new router now. The shop writes down the serial number of the new router, so the warranty can move to it.New serial number
  5. Day 3ShopThe shop sends everything to its distributor.The faulty router, a copy of the invoice, and the new serial number.Faulty routerInvoice copyNew serial number
  6. Day 5DistributorThe distributor logs the RMA in the RMA Portal.The Portal creates the RMA Number. The distributor enters both serial numbers and uploads the invoice.RMA Number
  7. End of monthDistributorMonthly return to D-Link.The distributor sends all faulty units of the month to D-Link JAFZA, with the report.Report
  8. Next monthD-LinkD-Link checks and settles.D-Link links the new serial number to the old one. Sara's new router keeps the warranty that was left on the old one. Six months were used, so the rest is left. D-Link sends the distributor a new router.RMA closed
Example · SMB product

A switch fails at Omar's company

Omar is the IT person at a small company. A D-Link managed switch, bought one year ago, stops working.

  1. Day 1OmarOmar opens an e-ticket himself.He goes to qr.dlink-me.com/support and describes the problem. He does not ask the shop to do it. The shop cannot do it for him.E-ticket
  2. Day 2D-LinkD-Link 2nd Level Support checks.They ask Omar a few questions and test the switch if needed. The switch is faulty and in warranty.Fault confirmed
  3. Day 2D-LinkOmar receives the e-ticket confirmation.It lists the serial number of the switch. This is not an RMA Number.E-ticket confirmation
  4. Day 3OmarOmar goes to the shop.He brings the switch, the invoice, and the e-ticket confirmation.SwitchInvoiceE-ticket confirmation
  5. Day 3ShopThe shop checks.The serial number on the switch is on the e-ticket confirmation. Invoice is OK. No physical damage.Check OK
  6. Day 3ShopThe shop has no stock. It asks the distributor.The distributor has the same model. It sends one to the shop for Omar and records its serial number, because this unit goes to the customer.New serial number
  7. Day 5ShopOmar collects the new switch.The shop confirms the serial number of the new switch and tells Omar the warranty moves to it.New serial number
  8. Day 6ShopThe shop sends everything to the distributor.The faulty switch, the invoice copy, the e-ticket confirmation, and the new serial number.Faulty switchInvoice copyE-ticket confirmationNew serial number
  9. Day 8DistributorThe distributor logs the RMA in the RMA Portal.The Portal creates the RMA Number. The distributor uploads the e-ticket confirmation, the invoice, and both serial numbers.RMA Number
  10. End of monthDistributorMonthly return to D-Link.All faulty units of the month go to D-Link JAFZA with the report.Report
  11. Next monthD-LinkD-Link checks and settles.D-Link links the new serial number to the old one. Omar's new switch keeps the warranty that was left. D-Link sends the distributor a new switch.RMA closed
For the shop

The check at the counter.

This is what the shop checks before it takes a unit back. Try it. Leave the invoice empty and see what happens.

Showing
Physical damage can cancel the warranty. A cracked cover, bent ports, water marks or burn marks are reasons to say no. If you are not sure, take a photo and ask your distributor before you accept.
Coming soon
Online warranty checker for retailers

D-Link is building a tool for shops. Enter the serial number to see if the unit is still in warranty, and if the unit is already a replacement unit.

Return check
At the counter
Tick each item as you check itThe result updates as you go.
Who gives the replacement?

Answer three questions.

Stock means: the same model is available. The answer shows who gives the replacement to the customer, and what D-Link gives the distributor.

Does the shop have stock?Same model, in the shop
Does the distributor have stock?Same model, in the warehouse
Does D-Link have stock?Same model, at D-Link
AScenario
The customerThe shop gives a new unit right away, from its own stock.
D-Link gives the distributorA new unit of the same model.
1
The shopGives a new unit from its own stock, right away
Gives
2
The distributorSends a new unit to the shop, for the customer
Gives
3
D-LinkSends the same model, through the distributor only
Gives
4
Replacement model, then the next higher modelIf the same model is phased out, D-Link gives its replacement model. If that is not possible, the next higher model. Never a lower model. No extra cost. D-Link tells the distributor, the distributor tells the shop, the shop tells the customer before giving it.
If no stock
5
Credit noteOnly if there is no suitable model at all
Last option
Scenario
Shop
Distributor
D-Link
The customer
D-Link gives the distributor
A
Yes
Yes
Yes
The shop gives a new unit right away
Same model
B
Yes
Yes
No
The shop gives a new unit right away
Replacement model or next higher model. Credit note last
C
Yes
No
Yes
The shop gives a new unit right away
Same model
D
Yes
No
No
The shop gives a new unit right away
Replacement model or next higher model. Credit note last
E
No
Yes
Yes
The distributor sends a new unit through the shop
Same model
F
No
Yes
No
The distributor sends a new unit through the shop
Replacement model or next higher model. Credit note last
G
No
No
Yes
D-Link sends the same model through the distributor
Same model
H
No
No
No
D-Link sends the replacement model or the next higher model through the distributor
Replacement model or next higher model. Credit note last
Yes / No = has stock of the same model · D-Link settles only after checking the returned unit
The most important number

The new serial number moves the warranty.

When a customer gets a new unit, the warranty of the old unit moves to the new unit. To do this, D-Link needs the serial number of the new unit. It travels up the chain to D-Link through the distributor. This rule is the same for Consumer and SMB products.

Showing
Handover note
Stays with the RMA
Old unit (faulty) serial number
S/N  RZ1K1F7000123
warranty moves to
Replacement Serial Number provided to the end user
S/N  RZ1K1F7000987
Both numbers go into the RMA Portal. If one is missing, the warranty cannot move and the RMA cannot be closed.
Shopwrites down the number when it gives the unit
Distributorenters it in the RMA Portal
D-Linkmoves the warranty to the new unit
The new serial number always travels up to D-Link
Situation 1

The shop gives the new unit

  1. The shop gives the new unit to the customer and writes down its serial number.
  2. The shop sends the number to the distributor, with the faulty unit and the invoice copy.
  3. The distributor enters it in the RMA Portal as "Replacement Serial Number provided to the end user", next to the faulty serial number.
Situation 2

The distributor gives the new unit

  1. The shop has no stock. The distributor sends a new unit for the customer.
  2. If that unit goes to the customer, the distributor records its serial number. The shop confirms it when it gives the unit.
  3. The distributor enters it in the RMA Portal as "Replacement Serial Number provided to the end user", next to the faulty serial number.
Why D-Link needs it: warranty continuity.

In the RMA Portal this number is entered as "Replacement Serial Number provided to the end user". It can come from the shop or from the distributor. Whoever gives the unit, this serial number now carries the warranty of the faulty unit. Example: the faulty unit had 6 months left, so the new unit has 6 months. If less than 30 days are left, the new unit gets 30 days.

Who gets the RMA Number? Only the distributor, from the Portal, after receiving the unit from the shop. The distributor uploads: the e-ticket confirmation, the invoice copy, the model, the faulty serial number, the "Replacement Serial Number provided to the end user", the problem, the shop name, and photos if D-Link asks.
Warranty period

How long is the warranty?

The rule is simple. Every product has 2 years, except the series named in the D-Link MEA Warranty List. The warranty starts on the date of purchase, shown on the invoice.

2 years
The standard

Every product, Consumer or SMB, unless its series is named in the Warranty List.

5 years
Named series only

Most managed, smart and industrial switches, DMC-F media converters, and the named business access points and controllers.

3 years
Named series only

DGS-9600E, DIS-100E, DIS-100G and DIS-110G, some DGS-F models, DMC media converters (not DMC-F), and DCS-F5 / DNR-F5 surveillance.

90 days
Spares

Spare kits, spare parts and batteries.

Check the exact model before you decide. The Warranty List names every 5-year and 3-year series. The product list (Excel) shows the warranty for each model. A signed distributor or partner agreement can change these periods. Warranty List 2026 · v1.2
Warranty list (PDF)
Warranty on the new unit

The customer keeps the warranty that was left. At least 30 days.

A replacement does not start a new warranty. The new unit gets the time that was left on the old one, or 30 days, whichever is longer. The count starts on the day the customer returned the unit to the shop. This is why D-Link needs the serial number of the new unit: to move the warranty to it.

Example 1 · New unit for the customer

A lot of warranty left

Returned to shop
Used on the old unitMoves to the new unit

The new unit gets the time that was left. Example: 6 months left on the faulty unit means 6 months on the new unit. It does not get a new full warranty.

Example 2 · New unit for the customer

Almost finished

Returned to shop
Used on the old unit30 days minimum

If less than 30 days are left, the new unit gets 30 days from the return date.

Different · Stock for the shop or distributor

The unit D-Link sends to refill stock is a new unit

Full new warranty

When D-Link sends a unit to the shop or distributor to replace the one they gave away, that unit is new stock with a full warranty. This is not the same as the unit the customer received.

For the distributor

Log every RMA. Send once a month.

Each RMA goes into the Portal when the unit arrives from the shop. The faulty units and the report go to D-Link JAFZA once a month, all together.

1

Log in the Portal

Each unit, when it arrives from the shop. The Portal creates the RMA Number. Enter both serial numbers.

2

Monthly report

One report with every RMA of the month. It must match the Portal exactly.

3

Units to JAFZA

All faulty units of the month, sent to D-Link JAFZA with the report.

4

Settlement

D-Link checks the units against the Portal. Then: same model, or the replacement model, or the next higher model, or credit note. The units are sent once a month, or with your next shipment from D-Link.

Who does what

Read only your part.

Choose your role. This is your full job in the process. Nothing more.

Showing
Customer

Take it back to the shop.

You talk to the shop where you bought the product. For SMB products, you first open an e-ticket with D-Link.You do not need to contact D-Link.

You will not get an RMA Number. This is normal.
  • Open an e-ticket yourself at qr.dlink-me.com/support. Describe the problem. Wait for the confirmation with your serial numbers.
  • Keep your invoice or receipt. Without it the shop cannot accept the unit.
  • Bring the unit and the invoice and the e-ticket confirmation to the shop where you bought it. Bring the box if you still have it.
  • Do not open, drop or damage the unit. Physical damage can cancel the warranty.
  • Your new unit keeps the warranty that was left, or 30 days, whichever is longer. If the same model is not available, you get the replacement model or the next higher model. The shop will tell you first.
Retailer

Check. Replace. Write down. Send.

You are the only contact for the customer. You check the return, you can replace right away, and you send everything to your distributor.

Never accept a unit without an invoice. Never open the e-ticket for the customer.
  • Do the counter check: invoice, e-ticket confirmation with the same serial number, model and serial number, the problem, box, physical condition.
  • If you have the same model, give a new unit right away. You do not need to wait for D-Link.
  • No stock? Ask your distributor. They send a unit to you for the customer. If they have none, D-Link sends one through the distributor.
  • Write down the serial number of the new unit when you give it to the customer. D-Link uses it to move the warranty to the new unit.
  • Send to your distributor: the faulty unit, the invoice copy, the e-ticket confirmation, and the new serial number.
  • If D-Link chose a different model, tell the customer before you give it.
  • Coming soon: an online tool to check the warranty and to see if a unit is already a replacement unit.
Distributor

Portal. Stock. Monthly return.

You own the RMA. The Portal gives you the RMA Number. D-Link settles with you, not with the shop.

An RMA without the new unit serial number will not be settled, and the customer's warranty cannot move.
  • Receive the faulty unit and the documents from the shop.
  • Log the RMA in the D-Link RMA Portal. The Portal creates the RMA Number.
  • Upload everything: e-ticket confirmation, invoice copy, model, both serial numbers (the faulty one and the "Replacement Serial Number provided to the end user"), the problem, shop name, photos if needed.
  • If the shop has no stock and you do, send a unit to the shop for the customer. Record its serial number if it goes to the customer. If you have none, D-Link sends one through you.
  • Once a month: send all faulty units and the report to D-Link JAFZA. The report must match the Portal.
  • Receive the settlement: same model, then the replacement model if phased out, then the next higher model, and a credit note only as the last option. D-Link sends the units once a month, or together with your next shipment.
D-Link

Confirm. Supply. Check. Settle.

D-Link works with the distributor only. For SMB, 2nd Level Support also confirms the fault with the customer at the start.

D-Link does not send units to shops or customers directly.
  • 2nd Level Support reads the e-ticket, tests the unit if needed, checks the warranty, and sends the e-ticket confirmation.
  • Send a new unit through the distributor when the shop and the distributor have no stock.
  • If the same model is out of stock, give the replacement model (if the same one is phased out) or the next higher model. Never lower. No extra cost. Tell the distributor. A credit note is the last option.
  • Move the warranty from the old serial number to the new one, using the numbers in the Portal.
  • Check the monthly return against the Portal at JAFZA.
  • Settle with the distributor: same model, then the replacement model if phased out, then the next higher model, and a credit note as the last option. Send the units once a month, or together with the distributor's next shipment.
Questions we hear often

Quick answers.

Showing
I am a retailer. Do I open the e-ticket for my customer?
No. Only the end user opens the e-ticket, and only for SMB products. You check the e-ticket confirmation the customer brings. For Consumer products there is no e-ticket at all.
I am a customer. Where is my RMA Number?
You do not get one. The RMA Number is created in the D-Link RMA Portal for the distributor. You only need your invoice and, for SMB products, the e-ticket confirmation. Your contact is the shop.
Can the shop give a new unit before D-Link approves?
Yes. For Consumer products, the shop can replace right away after the counter check, if it has the same model.For SMB products, the shop can replace right away once the customer shows the e-ticket confirmation and the counter check is OK. The shop does not wait for the RMA Portal.
The customer lost the invoice. What now?
No RMA. The invoice or receipt is the proof of purchase. Without it, the unit cannot be accepted by the shop, the distributor, or D-Link.
The same model is out of stock everywhere. What does the customer get?
The replacement model, or the next higher model. If the same model is phased out, D-Link gives the model that replaced it. If that is not possible, the next higher model. It is never a lower model, and there is no extra cost. D-Link tells the distributor, the distributor tells the shop, and the shop tells the customer before giving it. A credit note is the last option.
Does the new unit get a new warranty?
No. The new unit keeps the warranty that was left on the old unit, or 30 days, whichever is longer. Only the stock D-Link sends to refill the shop or distributor gets a full new warranty.
Why does D-Link need the serial number of the new unit?
To move the warranty. The customer keeps the warranty that was left on the old unit. Whoever gives the new unit (the shop or the distributor) reports the number, and the distributor enters it in the RMA Portal as "Replacement Serial Number provided to the end user". That serial number now carries the warranty of the faulty unit. If the faulty unit had 6 months left, the new unit has 6 months. This is the same for Consumer and SMB products.
I gave a new unit but did not write down its serial number.
The RMA cannot be settled until you find it. Contact the customer and ask for the serial number on the label of the new unit. Then give it to your distributor for the Portal.
Which SOP do I use for an unmanaged switch?
Consumer, with one exception. Unmanaged switches are Consumer products. The exception is industrial unmanaged switches, for example the DIS-100 series and the DGS-F1000 series. These are SMB products and need the e-ticket. All managed and smart switches are also SMB. For the exact model, download the product list (Excel) at the top of this page.
How can a shop check if a unit is still in warranty?
Today: use the invoice date and the warranty period. The period is 2 years for every product, except the series named in the Warranty List (3 or 5 years). The product list (Excel) shows the period for each model. Coming soon: D-Link is building an online warranty checker for retailers. Enter the serial number to see the warranty status and if the unit is already a replacement unit.
Need more detail?

Download the full SOPs.

This page uses simple words. The official SOP documents have the full text. Both documents, Consumer and SMB, are in one ZIP file. If there is any doubt, the SOP document is the reference.

Download both SOPs (ZIP) Product list (Excel) Warranty list (PDF) Open an e-ticket
SOP v2.1 · July 2026 · UAE
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