# Warranty and returns


> The warranty on Screenly hardware, and how a return merchandise authorisation works if a device cannot be repaired remotely.
New devices bought from Screenly come with a one year warranty from the date of purchase. Refurbished devices come with six months.

## If a device fails

Support troubleshoots first. Most problems that look like hardware turn out to be the power supply, the card, or the network, and none of those need a return.

If the problem is the device and it is within warranty, support may approve a return merchandise authorisation. **No return is accepted without prior approval**, and it is limited to one replacement per warranty period.

## How the process runs

1. {{< support-link "Open a support ticket" >}} describing the problem, and include your support PIN.
2. Work through it with the support team.
3. If they suspect the device and it is in warranty, they may approve an RMA.
4. Provide your order receipt or email confirmation as proof of purchase.
5. Pack and ship the device to Screenly support.
6. Send the device only. Do not include cables or accessories unless support asks, because accessories are not returned.

Once it arrives, inspection usually takes two to three business days, and the return is either accepted for repair or replacement, or rejected with a reason. Shipping costs on accepted returns are reimbursed against proof of payment.