---
title: Return and RMA process
description: If you need to return a product for repair or replacement, follow the Return Merchandise Authorization (RMA) process below.
---

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# Return and RMA process

If you need to return a product for repair or replacement, follow the Return Merchandise Authorization (RMA) process below.

#### How to request an RMA

1. Contact Altowav support at [support@altowav.com](mailto:support@altowav.com) or through the [support portal](https://support.altowav.com?hsLang=en-us) to describe the issue.
2. Work with the support team to troubleshoot the issue. An RMA may be issued if the issue cannot be resolved remotely.
3. If an RMA is authorized, you will receive an RMA number and shipping instructions.
4. Ship the product to Altowav using the provided RMA number and instructions. *\[Placeholder — specific shipping address and packaging requirements to be added.\]*
5. Altowav will inspect the returned product and process a repair or replacement per the applicable warranty or support plan terms.

#### Before requesting an RMA

Please ensure you have:

- Attempted basic troubleshooting (factory reset, firmware upgrade, diagnostic log review)
- Recorded the device serial number, hostname, and firmware version
- Downloaded a diagnostic file from the device (if accessible)

For questions about the RMA process, contact [support@altowav.com](mailto:support@altowav.com).

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