Returns(RMA)

Is it mandatory to have an RMA number in order to return a product to Trent?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. Trent will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. Trent must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.

How do I acquire a Return Merchandise Authorization number (RMA#)?
Click here to request an Online RMA. We ask that all RMAs be requested online for maximum efficiency.

If you have a special request, please give us a call at (800) 390-1119.

What address should I send my return to?
The address to send an RMA to is:
Trent
9997 East Rose Hills Rd.
Whittier, CA 90601-1701
Attn: RMA# (write your RMA number here)

May I exchange my RMA'd item for a different product?
No. We do not exchange RMA items for different items. We will only replace an RMA'd item with a an identical replacement item of the same make and model. If the return policy period for a refund has not yet expired, you can request an RMA Refund (subject to 15% restocking fee), order a new item, and we'll refund your original purchase after we receive your returned product.

How do I check the status of my RMA?
Visit our RMA Status page to learn the status of your pending RMA.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

I am certain that my return was delivered to Trent, but it hasn't been marked as "received" on the RMA Status page. Why?
It takes one to two business days for an RMA to process as "received" once we receive it. We will update your status as soon as your RMA has been processed.

How long does it take for Trent to process an RMA?
RMA processing time may vary depending on the product and reason for the return but generally processing time is 2-5 business days once the RMA is received and meet all following criteria:

1. Return with RMA number clearly identified in shipping label or on package.
2. Return with all original equipment, components, manuals, cables, documents, packaging.
3. UPC code along with retail package.
4. No physical damage caused by customer or by carrier.
5. Item is NOT out of warranty when it is received.

How long will my Notebook / Laptop RMA take to process?
Once received, notebook / laptop RMA processing time can take 2 - 3 weeks from the date RMA is received. Transit time is not included in this timeframe.

All notebooks returned will be tested to verify the defect returned under.

If defect is confirmed, a repair of verified defect will be performed, replacements will only be issued for units that could not be repaired.

ALL notebooks returned must be received 100% complete as received by customer.

User must remover ALL system passwords (BIOS password, Windows password, manufacturer restore program password, etc.)

Units received password protected will be denied and return to customer.

You will receive updates via email.

I just checked my RMA status online and the current status is "RMA post." What does this mean?
This means the RMA has been received and is currently processing. The RMA can no longer be edited or changed and will be processed according to the provided RMA specifications.

Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?
Yes. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for Trent to process your RMA. Trent cannot process RMA returns that are incomplete; incomplete RMAs will be returned to you. In most cases, items sent in for RMA replacement will be replaced with a full item set, including accessories. Please return all accessories with your RMA.

Is there a special RMA policy for Bundle Specials?
Yes, and the requirements are as follows: If you wish to return a Bundle Special for a refund, you must return the ENTIRE BUNDLE within 30 days of purchase. Note that a 15% restocking fee will be applied on refunds. Components within a Bundle Special may be returned for replacement only. Individual items may only be returned for replacement if an RMA number is acquired within the item’s Refund Policy period.

When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
There is a restocking fee of 15% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. For CPU and Memory refunds, any restocking fee we use will be a reflection on current market value for the same cpu item. Trent does not support attempts to profit from CPU and Memory price fluctuations.

Does Trent pay the return shipping cost for defective merchandise?
No, Trent does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, if you pay to send the item back to Trent, we will replace the item and ship the replacement to you at no charge. Trent will employ every resource it has to ensure that your item is replaced promptly, without hassle.

Will Trent cross-ship replacement merchandise?
Cross shipping is not available, if an item is within thirty days of invoice, we will charge for a new item being sent out and credit your account once we receive the RMA item.

Will Trent cross-ship a replacement CPU?
We do not cross ship any items. Once the cpu is determined to be within its return period; we must have the CPU back in our warehouse and logged in through the RMA process before we can ship its replacement to you.

The heatsink and/or fan of the retail CPU I purchased is faulty. How do I get it replaced?
On a retail box CPU fan, warranty coverage is provided by the manufacturer. However, we can replace the entire Retail CPU package within thirty days of the invoice date if you return the entire CPU package, including all accessories and packaging. If you'd like to have just a fan or heatsink replaced, call the manufacturer. AMD: 408-749-3060.

I received an email indicating that the item I RMA'd is no longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.

The tracking number for my return confirms that Trent has received my returned product, but the RMA Status page still does not show that it has been received. What now?
It takes one to two business days for an RMA to process as "received" once we receive it. If your tracking number confirms reception, give us a day or two to process the RMA, and then call us if your RMA Status still has not been updated.

I received an email indicating that the serial number of the item I RMA'd does not match the serial number of the product I originally purchased from Trent. What should I do?
We keep serial numbers on all products we carry. Occasionally, our customers inadvertently return items that were not purchased at Trent. In such a case, the item in question will be returned to the customer with a request to send the correct item.