Last Updated: June 6, 2024 | Archived Versions
RETURNS and REFUNDS
All returns must be approved within 14 calendar days of order receipt. Please ensure that the item(s) you are returning are in the original packaging with all the cords, adapters, and documentation that were included when you received it. Only items purchased directly from RENTLY are subject to return.
RETURN PROCESS and REQUIRED APPROVALS
All returns require pre-authorization. To initiate a return and acquire approval, please contact your assigned Client Success/Support Manager, call our support line at (888) 340-6340, or email us at [email protected]. Please be ready to provide the original Sales Order number (required for all returns). Return authorizations may be subject to senior management approval depending on order value.
Once returns are approved, RENTLY will provide a Return Authorization number and shipping label(s) to return the items.
RETURN EXCEPTIONS
The following items are non-returnable. Refunds or credits will not be issued for any:
- • Products not offered to all Customers
- • Customized products
- • Damaged and/or abused products
- • Products with swapped parts or modifications
Refunds or credits are subject to:
- • 15% restock fee
- • 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 you are eligible for a refund/credit, we will process accordingly. Please ensure that the item(s) you are returning are repackaged with all the cords, adapters, and documentation that were 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
Any returns received by RENTLY without the required authorization will be returned to the client at their sole expense, without refund or credit.
LOCKBOX RETURNS
Rently Lockbox devices may be returned at any time to our operations office at
Attn: Rently Lockbox Operations
880 Avenida Acaso
Camarillo, CA 93012
If you still have a product that needs to be replaced, please refer to the Warranty exchange / RMA policy below.
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.
Warranty Exchange / Return Merchant Authorization (RMA)
If a product is defective and needs to be replaced, 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 or individual product serial number information.
Client Success/Support will attempt to troubleshoot the issue. If 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 an 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 EXCHANGES
- 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.
- The client must pack and ship items using the label sent by Rently.
- Returned 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.
Visit https://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 | Electronic
(Year ) |
Mechanical
(Year) |
Finish
(Year) |
| Locks | VARIOUS | Kwikset | 1 | Lifetime – SF | Lifetime – SF |
| Locks | VARIOUS | Yale | 1 | Lifetime – SF
3 yrs – MF |
Lifetime – SF
3 yrs – MF |
| Thermostat | TH6320ZW2007 | Honeywell | 5 – SF | NA | NA |
| V3 Hub | RHUBV3-T | Rently(Shenzhen) Technology Co.,Ltd. | 3 | NA | NA |
| V2 Lock | RKDB03 | Rently(Shenzhen) Technology Co.,Ltd. | 1 | 2 | NA |
| Rently Doorbell 8S | RBellCam01 | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Doorbell 15S | RBellCam15SV01 | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Motion Sensor 1 | NAS-PID01Z | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Motion Sensor 2 | NAS-PD07Z | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Door/Window Sensor 1 | NAS-DS01Z | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Door/Window Sensor 2 | NAS-DS07Z | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Siren Alarm | NAS-AB02Z | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| Rently Water Leak Sensor 2 | NAS-WS02Z1U | Rently(Shenzhen) Technology Co.,Ltd. | 1 | NA | NA |
| V3.4 Panel | RACC2AH4HV3411 | Rently(Shenzhen) Technology Co.,Ltd. | 3 | 3 | NA |
| V3.1 Lock | RSBFLX4V3.2 | Rently(Shenzhen) Technology Co.,Ltd. | 2 | 5 | NA |
| V3.2 Lock | RSBMX8V3.1 | Rently(Shenzhen) Technology Co.,Ltd. | 2 | 5 | NA |
SF = Single Family / Original Purchaser | MF = Multi-Family use / environment