Returns and Refunds

Last Updated: June 6, 2024

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

  1. Replacement product(s) will be shipped out within 5 days of the RMA approval. 
  2. FedEx labels will be provided to ship return eligible products back to RENTLY. 
  3. The client must pack and ship items using the label sent by Rently.
    1. 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