Digi International Return Authorization (RA) Policy

Verification that the Digi product is defective

  • Email Technical Support at [email protected] with details on the product issues, including serial numbers of the affected devices. Expert Support customers can alternatively open a case through the Customer Portal or call the Expert Support priority phone queue. The tech support agent will create a case to troubleshoot the issue.
  • All potential product issues must be investigated before a RA can be created. If the issue requires an RA, the tech support agent will create one.
  • A No Problem Fee (NPF) option is applied for return of the product if the customer refused or is unable to participate in Technical Support troubleshooting. A NPF fee of $150/unit will be charged for all devices that are not defective.
  • Failure Analysis (FA) requests are determined by the FA policy based on the product lifecycle.
  • A limited number of cellular products may be replaced with refurbished units.
  • Devices returned to Digi that are registered in Digi RM will be removed from the customer’s account.

Return Authorization Administration

  • A Technical Support RA Administrator will process the RA and work with the customer on ensuring all information has been recorded on the RA.
  • The customer is responsible for shipping devices to Digi. Digi will pay for shipping of the repaired or replaced devices.
  • Review the Terms and Conditions here for more information on the warranty terms and service of our products: https://www.digi.com/legal/terms.
  • Contact the RA administration team if you have questions on your RA by emailing [email protected] or calling (952) 912-3005

Out of Warranty Repair Program

  • A limited number of Cellular router devices are eligible for an out of warranty repair. The eligible products are WR54/WR64/TX54/TX64/WR44R/WR44R.
  • The cost is $300/device, which is charged to the customer whether it can be fixed, or not. No refunds.
  • Contact tech support [email protected] for more information.