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Introduction
Welcome to the STORDIS Support Portal guide!
Do you have a hardware item that is broken or not working correctly? This guide shows you exactly how to request a Return Merchandise Authorization (RMA) through our portal. Following these simple steps ensures a fast return process and helps us get your replacement or repaired unit back to you as quickly as possible.
How do I request an RMA?
To start a return, you need to click the "Request RMA" option directly on our STORDIS Support Portal dashboard.
To ensure a smooth and efficient return process, please follow these steps:
STEP 1: Confirm Faulty Items with STORDIS Tech Support
Before submitting an RMA, contact our Tech Support Team to confirm that the item is actually faulty. The fastest way is to raise a technical ticket using this form: STORDIS Support Ticket Form.
STEP 2: Submit the RMA Form
After our Tech Support Team confirms the hardware fault, click on the STORDIS RMA Request on the portal. Please remember to include your STORDIS Ticket Number (where the support team confirmed the fault), as this will prioritize your RMA request.
STEP 3: Await Approval
Our RMA department will review your submission and notify you of the approval status.
STEP 4: Return the Product(s)
Upon approval, return the product(s) to STORDIS within 15 days. You will receive the repaired product(s) or a replacement as soon as possible, based on your Service Level Agreement (SLA).
Important Notes
- You are responsible for the cost of shipping the item(s) back to STORDIS.
- STORDIS will cover the cost of sending the replacement product(s) back to you.
- A fee for freight and testing will be charged if the product does not display the errors described in your RMA form.
- Accessories such as power cords, rack mounting kits, or other non-defective items should not be returned and will not be included with replacement units.
- Replacement units are provided as-is. They will not be pre-configured or have a Network Operating System (NOS) installed by STORDIS.
- The faulty unit will be completely reset to factory default settings during the RMA process.
- Products not purchased from STORDIS or returned without an approved RMA will be sent back at your own expense.
If you have SmartCare Advanced Hardware Warranty contract, the process differs slightly:
- You will receive the replacement hardware in advance before returning your faulty unit
- Once your RMA is approved before 12:00 CE(S)T, replacement hardware ships that same business day
- After receiving the replacement, return the faulty unit to STORDIS within 15 days
- This advance replacement minimizes network downtime and ensures continuous operation
Remember!
Always include your active tech support ticket number in the RMA form. This helps our team verify the hardware error immediately and speeds up the approval process significantly.
RMA confirmation
After submitting the RMA form, a confirmation message will appear indicating that your request has been successfully received. Our RMA department will process your details according to your warranty terms and contact you with shipping instructions very soon.
Congratulations!
You will receive an email confirmation with your unique RMA tracking number. All future status updates regarding your hardware replacement or repair will be sent straight to your email inbox.
Useful links
If you want to explore more topics, be sure to check out our other guides, including:
What information should I include in my support ticket?
How can I track the status of my support case?
Still have questions? You can find more answers in our full FAQ — just follow the link below.
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