ASUSTOR NAS warranties vary by model, while disks and accessories have separate cover. Check the ACE record and open a support ticket before sending a NAS or any installed component for assessment.
For a new issue, choose ACE Support - General support. Our Support Specialist will confirm the diagnosis and return instructions. Use ACE RMA - Return Merchandise Authorization for Repair (Require Ticket No.) only when directed, with your existing ticket reference. Confirm the return contents, location and timing before travelling or shipping.
Applies to: ASUSTOR NAS enclosures, expansion devices and accessories. Exact model, serial number, purchase channel, local terms and any purchased extension determine eligibility.
Before you proceed: Protect your files before arranging hardware service. If data is inaccessible, stop changes and tell us first. Do not initialise disks, recreate a storage pool, reset ADM or attempt a RAID rebuild just to test warranty eligibility. A NAS enclosure warranty does not guarantee recovery of data or cover for its installed drives.
Warranty periods and important exceptions
ASUSTOR’s manufacturer policy gives NAS devices three or five years depending on the model. The following examples must not be extended to all models or components. Any local or paid extension needs its own evidence.
| Exact model example | Published manufacturer period |
|---|---|
| NIMBUSTOR 2 Gen2 AS5402T / DRIVESTOR 2 Lite AS1102TL | 3 years |
| LOCKERSTOR 12R Pro AS7112RDX / 12R Pro Gen2 AS7212RDX | 5 years |
| AS-T10G3 network/M.2 expansion card | 2 years under its own accessory specification |
| HDDs and SSDs installed in a NAS | Separate drive warranty; do not inherit the enclosure’s period |
ASUSTOR’s repair policy directs customers through the original purchase channel, with proof of purchase and the serial number. Repair or an equivalent replacement is subject to assessment; a replacement may be new or reconditioned. Software support status and the warranty period are different checks.
How ACE helps with your warranty check
Use ACE Warranty Check to locate your purchase and recorded cover. The existing ACE record specifically includes AS5402T at 36 months. For another model, an accessory or an extension, submit the invoice and serial details for confirmation instead of assuming that the same period applies.
How to prepare your support request
- Use ACE Warranty Check. Keep the invoice and photograph the NAS model and serial label. Identify the component that appears faulty, such as the enclosure, external adapter, fan, network card or a separately supplied disk.
- Submit an ACE Support ticket with the symptom, ADM version, LED or buzzer behaviour, error screenshots and existing logs if available. List the installed disks and relevant upgrades, and state whether your backup is current.
- Ask the Specialist to confirm whether software diagnosis, a component assessment or a NAS RMA is appropriate. Do not grant remote access or attach confidential files until the required scope and secure method are agreed.
- After return approval, follow the exact model’s shutdown, handling and packing instructions. Keep a record of disk bay positions. We will confirm whether disks and accessories should be retained or included; do not remove a disk from a running unit or send every component by default.
Where should I send or bring the item?
Wait for our Support Specialist to confirm eligibility, the receiving party, any reference number, the items to include and the delivery or appointment instructions. Do not ship to an address or visit for RMA before that confirmation. For a new fault, start with ACE Support. Use ACE RMA only with the existing ticket number and the instructions given for your case.
What happens after assessment?
If the original seller is unavailable, ASUSTOR may offer an international RMA route with handling, freight and other charges. We will confirm the appropriate route for your purchase. This guide does not authorise shipping to ASUSTOR’s overseas office or promise local walk-in service, a loan unit or a repair deadline.
ACE contact and service hours
ACE Peripherals: 3005 Ubi Avenue 3, #01-88, Singapore 408861
Telephone: +65 6100 7000
Office hours: Monday to Friday, 9am to 7pm
Free technical support: Monday to Friday, 10am to 5pm, excluding public holidays
Premium support: 24/7 support with an active agreement; response within 4–8 business hours
RMA visits: By ticket-confirmed arrangement; last check-in is 5pm. Confirm the receiving route and visit before travelling.
Check your ACE warranty record or submit a support ticket with your invoice, model, serial number and fault details.
The exact product, purchase evidence and applicable terms determine eligibility. This guide does not change your recorded warranty or any rights that cannot be excluded under applicable law.