Last updated: August 1, 2024
All devices purchased from Screenly come with a standard 1 year warranty starting from the date of purchase. During this period, if our support team is unable to work with you and resolve your device issue then we may issue a RMA. No RMAs will be accepted without approval. Here is how the RMA process works:
- The user will open a support ticket describing their issue (be sure to provide your support PIN).
- The support team will work with the user to troubleshoot and attempt to resolve the problem.
- If it is a suspected device issue, no resolution is expected, and the device is within the warranty time frame, the support team may approve a RMA of the device.
- The customer will be responsible for properly packing and shipping the device to Screenly Support.
- Once the device is received and inspected (typically within 2-3 business days), the support team will either:
- accept the return, and repair or replace the device, or
- reject the return for one of the reasons *below.
- For accepted returns, all RMA return shipping costs will be reimbursed (proof of purchase/receipt required). This excludes any associated customs fees incurred by the customer at any time.
- For rejected returns, the customer is responsible for covering all shipping and handling to and from Screenly Support.
*The following items will void your warranty:
- Liquid Damage.
- Physical Damage.
- Improper Packaging/Shipping of Return Devices To Screenly (e.g. not using bubble wrap or similar materials to safely secure the device (and any other components) to prevent damage during shipping back to Screenly).
Note that this is a non-exhaustive list and each case may be reviewed on an individual basis by the support and management team. For any questions, please log in to your account, select the question mark bubble in the top-right of the page, and select "Contact Support".