Last updated: September 9, 2025
All brand new devices purchased from Screenly come with a standard 1 year warranty starting from the date of purchase (6 months for refurbished devices). During this period, if our support team is unable to work with you to resolve your device issue, we may request a RMA. There will be no RMA accepted without prior approval, and this is limited to one device replacement per warranty period. 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 there is a suspected device issue with no possible resolution, and the device is within the warranty time frame, the support team may approve an RMA.
- The customer will be responsible for providing their order receipt and/or email confirmation as proof of purchase.
- The customer will be responsible for properly packing and shipping the device to Screenly Support.
- Please don't include any additional cables or accessories with the device (send the device only), unless asked by support. No accessories will be returned.
- 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, and/or anything beyond the actual postage cost to ship the item.
- For rejected returns, the customer is responsible for covering all shipping and handling to and from Screenly Support.
- If your device's warranty coverage has expired, we may still be able to offer a paid repair service for you. This would involve you shipping the device to us, where we will assess the device and provide a repair quote for approval.
*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).
- Modifying system settings (e.g. BIOS, etc.) unless requested by support.
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".