Cisco SMARTnet Service, Support, and Returns

Cisco donations include a five-year SMARTnet contract to help organizations install and maintain their systems. Benefits include technical support, replacement or repair of damaged products, and software updates. See Register and Maintain Your SMARTnet Contract for detailed information about registering, maintaining, and using your contract.

If your SMARTnet contract expires, we strongly encourage you to renew your SMARTnet service and support agreement annually (at your own expense) for as long as you own the equipment or until that equipment is declared end-of-life (EOL) and no longer supported by Cisco. Learn how to register and access these benefits.

To cancel your order before it ships, you must contact us no later than 65 days before your estimated delivery date. This is to accommodate for transit time between ship date and delivery date. For your estimated delivery date, refer to your email titled "Estimated delivery Date for Cisco..." from customercare@connectingup.org. If you have not yet received that estimate and would like to cancel your order, contact us.

For products that arrive damaged or inoperable, use the Cisco warranty or your SMARTnet contract.

For incorrect product shipments, within 60 days of receipt of the items, email cisco@techsoup.org with "CISCO RETURN REQUEST" as the subject line and include the following:

• Your organization name
• Your TechSoup donation confirmation number
• A list of the products you would like to return
• Your reason for returning the products

Our Cisco donation program representative will review your request and get in touch with you to make arrangements for the return.

For other product issues, Cisco generally does not accept returns. However, if you have special circumstances that you would like us to review, send us an email as described above.

To receive a refund on products requested through the Cisco Donation Program, items should be returned within 60 days after delivery is complete for all products in your request.