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Return a Hardware

Updated
  1. Contact Motive Support with the reason about the hardware return.
  • You can call Support at +1 855-434-3564.
  • Alternatively, you can also send an email to kt-cs@gomotive.com with the reason for the hardware return. 
  1. Once a Warranty Replacement is approved, you will be issued an RMA via email. The e-mail contains a Shipping Label for returning the Defective Hardware, and an RMA Slip with the information about the hardware quantity and serial numbers.
  2. Mail the hardware back to Motive using the provided Shipping Label.

How to pack your return device

To ensure your device arrives safely and your return is processed without delay:

  1. Use the original Motive packaging if you still have it, because the original box is designed to protect the device during transit.
  2. If the original box is not available, place the device inside a sturdy outer shipping box with adequate cushioning (bubble wrap, foam peanuts, or crumpled paper) on all sides.
  3. Include the RMA slip inside the box along with the device.
  4. Only include the devices listed on your RMA slip, do not add cables or accessories unless specifically requested.
  5. Affix the provided shipping label to the outside of the box.
  6. Drop the package off at any UPS location or UPS dropbox.
Note: If the device is not returned to Motive within the required timeframe, you may be charged for the full cost of the replacement device.
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