We know it’s frustrating when a device isn't working perfectly. Please know that our team is here to support you and get you back up and running as smoothly as possible.
When a device needs to be sent back, our goal is the same as yours: to get it resolved quickly, easily, and keep you informed every step of the way.
Did you purchase your device from an official Robustel distributor?
If so, please contact your distributor first. They are your local experts, know your account, and are equipped to provide you with the fastest possible service and support.
Don't know who your distributor is? No problem! When you follow the steps below to create a support ticket, just provide us with the device's Serial Number, and our team will gladly help you find out.
If you need to contact us directly, a little preparation goes a long way and helps us solve your issue much faster. Before starting a request, here are two simple things you can do:
1.1. Know Your Warranty: It's always helpful to be familiar with our standard Product Warranty and RMA Policy, as this is the foundation for the repair or replacement process.
1.2. Gather Key Info: Let's work together to find the problem. Please grab a clear description of the issue and any steps you've found to replicate it. Finding the device's Serial Number(s), IMEI(s), and MAC address(es) now will save a lot of time later.
You're never on your own with this. We're here to work with you to find a solution.
2.2. Let's Diagnose Together:
We find that most software-related issues can be solved quickly with remote support, saving you the hassle of shipping.
If it looks like a hardware issue, we'll work with you to get the product(s) back for repair or replacement.
2.3. Where to Send Your Return (If Needed): If we determine a return is necessary, our support engineer will provide you with a return (RMA) form and confirm the shipping address. All returns are handled by our central repair hub:
Company: Guangzhou Robustel Co., Ltd. Address: 3rd Floor, building 6th, Kehui Park, NO. 95 Daguan Road, Tianhe District, Guangzhou City, China, 510660.
Here is our best guidance for a smooth shipping experience.
3.1. IMPORTANT: Back Up Your Data! Please back up any local data or settings on your device before shipping. Once it arrives for repair, we cannot guarantee that your custom configurations will be saved.
3.2. What to Pack (and What Not to!):
Please send only the main device.
Accessories (like manuals, cables, antennas, etc.) can easily get separated during the repair process. Please do not include them unless you and our support engineer are certain an accessory is part of the problem.
If you must include an accessory, please indicate it clearly on your return form so our team knows to look for it and keep it with the device.
3.3. Shipping Costs: We kindly ask that you cover the one-way shipping charges to get the device(s) to us. Our team will take it from there.
3.4. Helping with Customs (for International Returns): Navigating customs can be tricky. To avoid delays or extra fees, please follow these steps:
Once your return form is approved, our team will advise you on the USD value to declare.
Please also add this clear note to the shipping invoice: "Goods with no commercial value are being returned for repair."
This simple step is the best way to prevent extra customs fees (which would unfortunately be your responsibility).
3.5. Include Your Paperwork & Let Us Know!
To avoid any customs or receiving delays, please double-check that your shipping invoice matches the confirmation from our team.
Tucking a copy of your completed RMA form inside the box is also a huge help for our receiving team!
Once it's on its way, just send our team the shipping details (like the tracking number). This heads-up ensures we're ready to receive it and can start the process the moment it arrives.
To make sure this process works efficiently and your device is never lost, our receiving team can only accept products that have a valid, approved RMA request.
Please wait for RMA approval before shipping your device. Shipments that arrive without an approved RMA can get stuck in our receiving bay, and we definitely don't want that! If we receive a package without an RMA or one that contains non-Robustel products, our policy is to ship it back at the sender's expense.
The best way to avoid this is to follow the simple steps above so we can approve your request and be ready for its arrival.
Thank you for your patience and for working with us. We appreciate your collaboration in making our support process seamless and effective.