Ubiquiti Return Policy

If you’ve purchased a Ubiquiti product that isn’t right for you, understanding the Ubiquiti return policy is your first step to a solution. This guide breaks down everything you need to know, from time limits and conditions to the step-by-step process, making your return or exchange as smooth as possible.

Dealing with returns can be frustrating, but having clear information helps. We’ll cover the official rules, what items are eligible, how to avoid restocking fees, and what to do if your item is defective. Let’s get started.

The core Ubiquiti return policy allows customers in the United States and Canada to return most items purchased directly from the UI.com store within 30 days of delivery for a refund or exchange. Products must be in like-new condition with all original packaging and accessories. It’s important to note that this policy applies primarily to direct sales; purchases from authorized resellers are subject to the reseller’s own return rules.

Key Eligibility Requirements

Not every item can be sent back, and even eligible products must meet strict criteria. Failing to meet these will likely result in your return being rejected.

30-Day Window: The clock starts on the day the item is delivered to your shipping address. You must initiate the return process within this period.
Like-New Condition: The product must show no signs of use, wear, or physical damage. This includes no scratches, scuffs, or bent connectors.
Complete Original Packaging: All boxes, foam inserts, plastic bags, and documentation must be included. The product should be repackaged as it arrived.
All Accessories: Every cable, power adapter, mounting screw, and included accessory must be present and unused.
Proof of Purchase: You’ll need your original order number from Ubiquiti. Keep your confirmation email handy.

What Items Are Non-Returnable?

Certain products are explicitly excluded from the standard return policy. Always double-check this list before assuming you can return an item.

Software licenses and software subscription keys (once delivered).
Products marked as “End-of-Life” (EOL) or purchased on final sale.
Custom-configured products or special order items.
Products purchased from third-party retailers (e.g., Amazon, B&H Photo). You must contact those sellers directly.
Items damaged due to misuse, improper installation, or accidents.

The Restocking Fee Explained

A common point of confusion is the restocking fee. Ubiquiti typically charges a 15% restocking fee for returns that are not due to a defect or error on their part. For example, if you simply change your mind about a $200 item, you could be charged $30, and the refund would be $170. However, this fee is often waived in specific situations.

Fee is Usually Waived For: Defective items (DOA), shipments with missing or wrong items, or returns caused by an error by Ubiquiti.
Fee Usually Applies To: Change of mind, ordered by mistake, found a better price, or compatibility issues you didn’t verify beforehand.

Step-by-Step Return Process

Following the correct procedure is crucial for a timely refund. Don’t just ship the item back without authorization.

1. Initiate the Return Request

Start by logging into your account on the Ubiquiti website. Navigate to your order history and select the item(s) you wish to return. You’ll need to provide a reason for the return. Be accurate here, as it determines if a restocking fee applies. Once submitted, you’ll wait for Ubiquiti’s support team to review and approve your request.

2. Package the Item Securely

After receiving your Return Merchandise Authorization (RMA) number and shipping instructions, carefully prepare the package. Use the original box and all padding. Include a copy of the RMA authorization inside the box. It’s highly recommended to use a trackable shipping service and to purchase shipping insurance for the full value of the product. Ubiquiti is not responsible for packages lost in transit.

3. Ship and Track the Package

Ship the package to the address provided in your RMA instructions. Do not send it to the general Ubiquiti corporate address. Immediately upload the tracking number to your RMA case on the UI.com website. This allows both you and Ubiquiti to monitor the return’s progress.

4. Receive Your Refund or Exchange

Once the returned item is received and inspected at the warehouse, processing begins. Refunds to your original payment method can take 5-10 business days after approval. For exchanges, the new item will be shipped out once the return is verified. You will recieve an email notification at each major step.

Handling Defective or Damaged Items

The process for items that arrive damaged or dead on arrival (DOA) is different. In these cases, you should contact Ubiquiti support immediately, ideally within the first few days of receipt.

What to Do If Your Item is DOA

Document the issue with clear photos and/or video showing the problem and the packaging.
Contact Ubiquiti Support via your account, referencing your order number. Describe the defect in detail.
Support will likely initiate an “Advanced Replacement” (if available) where they ship a new unit first, or provide a prepaid label for the defective return.
Restocking fees are waived for verified defective returns.

The Warranty vs. The Return Policy

Don’t confuse the 30-day return policy with the product warranty. The return policy is for immediate post-purchase issues. The hardware warranty, often 1-2 years, covers manufacturing defects that arise later. Warranty claims are processed through the RMA system on the Ubiquiti support site, not the standard store return flow.

Tips for a Smooth Return Experience

A few simple steps can prevent headaches and delays.

Test Quickly: Unbox and test your new equipment within the first week. This gives you plenty of time to identify problems.
Save Everything: Keep all packaging and documentation for at least the first 30-45 days. It’s easier to store the box than to wish you had it later.
Be Detailed: When describing your return reason, provide specific details. “Not compatible with my ISP’s modem” is better than “didn’t work.”
Know the Reseller Policy: If you bought from an authorized reseller, their return window may be shorter (often 14-15 days) and their restocking fees may differ.

Frequently Asked Questions (FAQ)

How long does a Ubiquiti refund take?

After your return is received and inspected, it takes about 5-10 business days for the refund to be processed back to your original payment method. The total time from shipping to seeing the funds can be 2-3 weeks.

Can I return a Ubiquiti product bought on Amazon?

No. Products purchased from Amazon, B&H, or other retailers must be returned according to that retailer’s policy. You cannot return them directly to Ubiquiti. Always check the sellers return window before buying.

What is Ubiquiti’s exchange policy?

Exchanges follow the same 30-day, like-new condition rules as returns. You must initiate a return for the unwanted item and place a new order for the item you want. Ubiquiti does not typically do direct “swaps.”

Are there return shipping costs?

For returns due to your change of mind, you are responsible for the cost of return shipping. For defective items or Ubiquiti errors, they will usually provide a prepaid shipping label.

Can I return an opened product?

Yes, you can return opened products as long as they are in like-new, resalable condition with all components included. Simply opening the box doesn’t disqualify it, but any signs of installation or use might.

What if I missed the 30-day return window?

If the 30-day period has passed, your only recourse is the standard hardware warranty for manufacturing defects. You cannot return the item for a refund based on change of mind after the window closes.

International Returns and Special Cases

For customers outside the United States and Canada, the return process is more complex. Typically, you must work with the regional distributor or authorized reseller from whom you purchased the equipment. Shipping costs and import duties for international returns are almost always the responsibility of the customer and can be significant. Always contact the seller first for precise instructions.

For orders with missing parts or severe shipping damage, take photos immediately upon delivery before you even finish unboxing. Contact Ubiquiti support with this evidence; they are generally responsive in resolving these types of errors quickly.

Final Thoughts on Navigating Returns

Understanding the Ubiquiti return policy empowers you to make confident purchases. The key takeaways are simple: act within 30 days, preserve all original materials, and follow the official RMA process. While restocking fees can be a suprise, they are standard practice for electronics and are often waived for valid defects. By testing your gear promptly and keeping your packaging organized, you can minimize stress and ensure a positive outcome, whether you’re returning a single access point or rethinking a whole network setup. Remember, for the fastest resolution, always start by contacting support through your official UI.com account.