Warranty FAQ

Common Questions Regarding Warranty and Repair Services (FAQ)

Q1. I have problems with using QNAP product, what should I do first?

Should you encounter any errors when using the QNAP product, please do the following:

  • Read the user manual and the quick installation guide carefully. Check the network connection and the network settings of the product.
  • Read the FAQ and the application notes on the QNAP website, you may find a solution to your problem.
  • Download the latest product firmware or utility for the product and try again.
  • Check the QNAP Forum for any possible solutions. You may also post your questions on the forum.
  • Report your questions to our Technical Support by the "Online Support Form".

If your problems could not be solved by the above steps, please contact the dealer/ retailer/ e-tailer/ system integrator or the distributor from whom you purchased the unit or QNAP for immediate service. Please note that the defective product should be returned to the original authorized seller only.


Q2. How do I contact Technical Support?

You can contact QNAP Technical Support by the following ways:

  • On-line Support
    Please visit our website and submit your enquiries.
  • Real-time Skype Support
    You may also contact our Technical Support by Skype during the service hours:
    English and Chinese Support, Service Hours: 09:30-24:00
    (GMT + 08:00 Taipei Time, Mon-Fri)
    1. Skype : qnapskype
  • Hotline:
    1. QNAP Taiwan (Headquarters)
      09:30-18:30 (GMT + 08:00 Taipei Time, Mon-Fri)
      Service Hotline: +886-2-86982000 ext. 6
    2. QNAP US Office
      08:00-17:00 (GMT- 08:00 Pacific Time, Mon-Fri)
      Service Hotline: +1 (909) 595-2819

If you have any other inquiry, welcome to contact us by e-mail: q_support.


Q3. How will Technical Support help me?
One of our professional technicians will help you solve the problem to make sure your product works properly. The technician will determine whether the problem is the result of the product, and verify if your product contains a defect, and your product is under warranty. If your product is confirmed to be defective, you will be advised to contact the dealer/ retailer/ e-tailer/ system integrator or the distributor where you purchased the unit for repair.

Q4. Can you determine if my unit is under warranty from the product serial number?
No. Your product warranty depends on when you purchased your unit and whether you have a proof of purchase (receipt, invoice or packing slip) from QNAP authorized distributor or retailer, but is not related to the product serial number. You need to present your proof of purchase in order to verify your product is under warranty.

Q5. May I replace my defective product with a different model?
No. QNAP will repair a defective product under warranty or replace it with the same model only.

Q6. What is the procedure for a refund?
Refunds are provided by the QNAP reseller within the period of time the reseller allows. QNAP does not provide refunds.

Q7. Is damage from a thunderstorm covered under the warranty?
No. The warranty does not cover natural disasters. We recommend to you plug your product into a surge protector before use.

Q8. How do I contact the Return Merchandise Authorization (RMA) department?
Warranty service should be obtained by contacting the dealer/ retailer/ e-tailer/ system integrator or the distributor where the customer purchased the unit. The return of defective unit should be strictly through the original route of purchase.

Q9. The dealer/ retailer/ e-tailer/ system integrator or distributor is no longer in business or unavailable, how do I repair my unit?
Warranty and out of warranty service should be obtained by contacting the dealer/ retailer/ e-tailer/ system integrator or distributor where the customer purchased the unit. The return of defective unit should be strictly through the original route of purchase. If original channel is no longer in business or unavailable, you may contact QNAP Technical Support for international RMA services. In this case, you will be charged the handling fee, $50 (USD), and all the fees incurred, including two ways freight, duties, taxes and brokerage fee.

Q10. I bought this QNAP product in another country. Can I contact any local distributor for warranty service?
No. The warranty service should be obtained by contacting the dealer/ retailer/ e-tailer/ system integrator or distributor where customer purchased the unit. The return of defective unit should be strictly through the original route of purchase. If original channel is in another country and is inconvenient to contact, you may contact QNAP Technical Support for international RMA services. In this case, the customer will be charged handling fee, $50 (USD), and all the fees incurred, including two way freight, duties, taxes and brokerage fee.
QNAP encourages you to purchase our products from your local country/ area but not from overseas due to limited communication, higher shipping costs and possibility of delayed delivery.

Q11. Does the warranty period start over after repair or replacement?
No, your warranty continues from the original date of purchase.

Q12. My QNAP device is returned to repair, how long is the warranty period of the repaired products?
Products repaired by QNAP shall be warranted for three (3) months from the date printing on invoice, or the remainders of the initial warranty period, whichever is longer. This warranty is valid only for same defective parts return for repair, not for the whole machine or the other parts.

Q13. Do I need to register my product for warranty?
No, only proof of purchase (receipt, invoice or packing slip) and product serial number are required to get warranty service.

Q14. Does QNAP provide warranty for the software/firmware bundled with QNAP products?
No, we will try our best to fulfil our customer’s needs, but QNAP expressly disclaims any warranty for software/firmware. If you encounter any problems with the software/firmware QNAP provided, please contact our Technical Support.

Q15. How do I know that I am buying from QNAP authorized retailer?
You can email us at qnapsales for more information.

Q16. If I bought a QNAP device from eBay or some auction/ exchange website, do I still have warranty?
QNAP warranty service should be obtained through the authorized dealer/ retailer/ e-tailer/ system integrator or the distributor, the return of defective unit should be strictly through the original route of purchase. QNAP will not provide warranty to device purchased from eBay or auction/exchange website.

Q17. I bought a QNAP product but cannot install my hard drives, what should I do?
Since QNAP only provide diskless units, we recommend you to check our compatibility list to choose the certified hard drives. If you have compatibility issues with the hard drives, please contact our Technical Support. We will do our best to help you.

Q18. If my data stored on QNAP unit are missing, can I ask QNAP for data recovery?
It is the customer’s sole responsibility to make backup copies of his/ her data. We recommend you to back up the important data periodically.

Q19. I had used my QNAP device for a while and the warranty is almost expired, how can I buy the extended warranty?
You can contact local QNAP authorized dealer/ retailer/ e-tailer/ system integrator or the distributor for more information about extended warranty.

Q20. I bought a refurbished QNAP device; can I get warranty from QNAP?
If you bought the device from QNAP authorized dealer/ retailer/ e-tailer/ system integrator or the distributor, QNAP will offer 1 year warranty for this refurbished product. However, if there is any missing accessory, you need to ask the seller to provide it.
Otherwise, QNAP will not provide any warranty to the device.

Q21. I bought a refurbished QNAP device but it is dead on arrival (DOA), what should I do?
Please contact the original reseller for DOA return.

Q22. If I miss some accessory parts of my QNAP device, what should I do?
Please contact the dealer/ retailer/ e-tailer/ system integrator or the distributor where you purchased the unit. They can help you to order the parts.