Last Updated: March 3, 2025 | Archived Versions
RETURNS and REFUNDS
Types of Return Requests:
- Return: Product returned to Rently within 14 days of receipt for a credit, requiring the original sales order.
- Items must be in like-new condition to be eligible for credit. Any loose parts or opened accessories are ineligible for credit.
- Exchange: Product returned to Rently within 14 days of receipt, to be exchanged with an item of the clients choosing. Additional cost may apply.
- Items must be in like-new condition to be eligible for exchange. Any loose parts or opened accessories are ineligible for exchange.
- RMA (Return Merchandise Authorization): Items found to be defective and returned to Rently for credit and/or replacement. Items must fall within the warranty timeframe as noted in the matrix below.
Contact Information
For All Returns, Exchanges, and RMAs, please contact Rently’s Support team through your assigned Client Success / Support Manager, call our support line at (888) 340-6340, or email us at [email protected]. Be ready to provide the original Sales Order number and/or individual product serial number information, as this information is needed to verify warranty eligibility.
RETURN PROCESS and REQUIRED APPROVALS
All Returns require pre-authorization. To initiate a return and acquire approval, please contact Rently through one of the channels listed above.
Once returns are approved, Rently will provide a Return Authorization number and shipping label(s) to return the item(s).
RETURN EXCEPTIONS
The following items are non-returnable. Refunds or credits will not be issued for the following:
- • Products with swapped parts or modifications
- • Customized products
- • Damaged and/or abused products
- • Theft or vandalism
Refunds or credits are subject to:
- • 15% restock fee
- • Overweight fees on packages over 40 lbs
- • Original Shipping & Handling fees will not be refunded
- • Return Shipping fees will be deducted prior to refund/credit
After we receive your returned order, Rently will inspect the product(s). If, in Rently’s sole discretion, we determine that you are eligible for a refund/credit, we will process accordingly. Please ensure that the item(s) you are returning are repackaged with all accessories and documentation that was included when you received it. Please allow at least 30 days from the date Rently receives the return to issue a refund or credit to your account.
RETURNS RECEIVED WITHOUT AUTHORIZATION
Customers must contact our Customer Support team at (888) 340-6340, or email us at [email protected]) to request a Return Authorization (RA) number. Requests must include the order number, item(s) to be returned, product serial numbers (if applicable), reason for return, and any relevant supporting documentation (e.g., photos for damaged items). If the products returned do not match with the details on the RA#, those products will not qualify for credit or a refund and will be discarded at Rently’s discretion.
LOCKBOX RETURNS
Rently Lockbox devices (with the exception of purchased Lockboxes) may be returned at any time to our operations office at
Attn: Rently Lockbox Operations
880 Avenida Acaso
Camarillo, CA 93012
If you have a product that needs to be replaced, please refer to the Warranty exchange / RMA policy below. Purchased Lockboxes will follow the RMA Warranty policy.
RENTLY HARDWARE WARRANTY
Rently represents and warrants that all Hardware and Software will function as portrayed and conform with the technical specifications and documentation for such Hardware and Software.
Return Merchant Authorization (RMA)
If a product is defective and needs to be replaced, please contact Rently through one of the channels provided at the beginning of this document.
An attempt will be made to troubleshoot the issue. If the troubleshooting is unsuccessful, the Client Success / Support agent, at their sole discretion, will initiate a Return Merchandise Authorization (RMA) case. No RMA will be created without the accompanying Support case. Please retain a copy of the case number for your reference.
Rently will replace the product in question with the exact same or similar SKU at no expense.
WARRANTY REPLACEMENTS
Replacement product(s) will be shipped out within 5 days of the RMA approval. FedEx labels will be provided to ship return-eligible products back to Rently.
Defective product(s) must be returned within 30 days of client’s receipt of Replacement product(s), or the client will be billed for the replacement product(s) and all eligible shipping costs.
The client must pack and ship items using the packaging guidelines below. Any returns that do not follow the guidelines will cause delay and may be rejected.
- • Ensure that all parts of the device are included. Any devices that are missing parts may not be eligible for a refund and may be refused.
- • Only package items that have been authorized and approved for return.
- • Pack neatly and separate devices (if multiple) accordingly.
- • Fill any void within the package(s) with packing material to reduce the chance of being damaged in transit.
- • Each package should not exceed the maximum weight limit of 40 lbs.
- • Example: 10 lockboxes = 40 lbs
- • Write the Return number provided, on the outside of the package(s)
- • Apply the return shipping / UN label(s) provided by Rently.
Visit http://use.rently.com/terms-of-use/ for more information
Warranty Guidelines and Terms
Devices manufactured by third party suppliers (e.g. Kwikset, Yale, etc) are covered by the respective manufacturer warranties. Warranty replacements for third party manufacturers are the responsibility of said manufacturer. Rently will facilitate execution of these third party products as long as they meet the respective guidelines.
| WARRANTY QUICK REFERENCE GUIDE | |||||
| Products | SKU | Supplier | Coverage (Year) | ||
| Locks | VARIOUS | Kwikset | 1 | ||
| Locks | VARIOUS | Yale | 1 | ||
| Thermostat | TH6320ZW2007 | Honeywell | 5 | ||
| Aeotec Water Leak Sensor | HSLS100 | Aeotec | 1 | ||
| Ecolink Motion Sensor | ECPIRZWAVE25ECO | Ecolink | 1 | ||
| Ecolink Garage Controller | ECGDZW7ECO | Ecolink | 1 | ||
| Light Switches / Plugs | VARIOUS | JASCO | 5 | ||
| Light Switches / Plugs | VARIOUS | Leviton | 1-3 yrs (varies) | ||
| V3 Hub | RHUBV3-T | Rently | 3 | ||
| V4.2 Hub | RHUBV4.2-T | Rently | 3 | ||
| Rently Doorbell 8S | RBELLCam01 | Rently | 1 | ||
| Rently Doorbell 15S | RBellCam15SV01 | Rently | 1 | ||
| Rently Motion Sensor 1 | NAS-PID01Z | Rently | 1 | ||
| Rently Motion Sensor 2 | NAS-PD07Z | Rently | 1 | ||
| Rently Motion Sensor 3 | ZP3113US-8 | Rently | 1 | ||
| Rently Door/Window Sensor 1 | NAS-DS01Z | Rently | 1 | ||
| Rently Door/Window Sensor 2 | NAS-DS07Z | Rently | 1 | ||
| Rently Siren Alarm | NAS-AB02Z | Rently | 1 | ||
| Rently Water Leak Sensor 2 | NAS-WS02Z1U | Rently | 1 | ||
| V4 Panel | PANEL420 | Rently | *Lifetime | ||
| V2 Blue Smartlock | RKDB03 | Rently | 2 | ||
| Smart Bolt Flex | RSBFLX4V3.2 | Rently | 3 | ||
| Smart Bolt Max | RSBMX8V3.1 | Rently | 3 | ||
| *Lifetime is 10 years and is subject to terms outlined in policy. | |||||