Return Process Policy

Topics included in this article:

• Return Materials Authorization (RMA)
• Customer Return
  • Customer Return Requirements
  • Customer Return Process
• Warranty Claim
  • Warranty Claim Requirements
  • Warranty Claim Process
    • Email Submission
    • Console Submission
• Trial Return
• Helpful Links
• Contact Support or Sales

Return Materials Authorization (RMA)

A Return Materials Authorization, or RMA, can be completed in a few different ways. It can be done as a customer return, a warranty claim for an issue with the product, or at the end of a product trial. How RMAs are processed varies depending on which category the RMA falls into.

Customer Return

Customer Return Requirements

A customer may return a product for a full refund provided specific requirements are met. Please review the Rhombus End User License Agreement to ensure the requirements are met.  

Customer Return Process

To initiate a customer return, contact a Rhombus sales representative or the authorized partner who sold you the product.

Note: Rhombus does not cover shipping costs associated with a sales return. If/When an RMA approval number is issued, the RMA number must be included with the products and package(s) and must be postmarked within 30 days of approved RMA. Credit will be issued via the partner through whom the product was procured.

Warranty Claim

Warranty Claim Requirements

A warranty claim to exchange a product may be submitted. Please review the Rhombus End User License Agreement to ensure the requirements are met. 

Note: Submission of a warranty request does not guarantee immediate replacement. Additional troubleshooting may be requested to ensure replacement is the best and fastest solution. If approved, Rhombus may send either a new or refurbished product depending on inventory quantity.

Warranty Claim Process

Email Submission

To initiate a claim, contact support@rhombus.com and provide details regarding where the Hardware was purchased, the serial number(s) of the Hardware, the reason for the Hardware Warranty claim with sufficient detail, and the contact information. 

Console Submission

1. Sign into the Rhombus Console and select the question mark icon.  

2. Click “Support and Feedback.”

3. Select the "Warranty Request" option. Complete the form with all relevant information.

Trial Return

For the full terms of a Trial, including the return policy, please review the Product Evaluation Agreement.

Helpful Links

• General Onsite Troubleshooting Procedures
• Everything About Rhombus Support
• Warranty, Return Policy, and End of Life

Contact Support or Sales

Have more questions? Contact Rhombus Support at +1 (877) 746-6797 option 2 or support@rhombus.com.

Interested in learning more? Contact Rhombus Sales at +1 (877) 746-6797 option 1 or sales@rhombus.com.