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At Entrust Corporation, we strive to provide our customers with excellent customer service. Part of that service involves ensuring that when merchandise needs to be returned to Entrust, the process is understandable and expectations are set appropriately. This document provides a comprehensive description of the merchandise return policy currently in effect for returns due to customer error. For product warranty related returns please refer to that product’s specific warranty statement.

You must contact Entrust to obtain a Return Merchandise Authorization (RMA) number prior to returning any merchandise. No merchandise will be accepted without exhibiting an RMA number on the outside of the returned merchandise package. It also is recommended to include a copy of the RMA form inside the package.

Note: The terms “merchandise” or “product” refer to Entrust equipment, software, spare parts and supplies.

Merchandise Return

The Entrust Corporation return policy allows all customers to request an RMA for the return of most unopened and resalable equipment, parts, or supplies within 30 days of shipment from Entrust. Custom products, software, software licenses, hardware security modules (HSMs), and end user specific products are not eligible for return or credit.

Process for returning Entrust Corporation merchandise

  • Contact your regional customer operations team to request the RMA number
  • Provide the original purchase information and reason for return
    • Purchase order number
    • Entrust sales order number
    • Serial numbers
  • Display the RMA number on the outside of the package, preferably on the address label
  • Enclose a copy of the RMA notification with the merchandise
  • Customers outside the US should include a copy of the International Return Customs Invoice with the merchandise
  • Using the carrier of your choice, ship your return to the address on your return notification
  • The merchandise must be received by Entrust within 60 days of the RMA issue date for all customers
  • Credit will be issued upon receipt and inspection of the returned merchandise

Restocking Fee Policy

A 15% restocking fee applies when a customer decides to return merchandise because they made an error in ordering or no longer want the merchandise.

Freight Charges for Customer Returns

The customer is responsible for the freight costs and all duties, taxes, and insurance associated with returning merchandise due to customer error.

Additional Information

Multiple RMAs may be returned in the same box provided they are safely packed and all RMA numbers are displayed on the box.

Any merchandise returned outside of an authorized time frame or without a valid RMA will be returned freight collect or scrapped at our discretion.

Issuance of the RMA does not imply credit will be issued. Issuance of credit is dependent on the nature of the return and is subject to inspection and accepted of the returned merchandise. The amount of credit to be issued is dependent on the results of the inspection.

Contact Information

For any questions regarding this policy, please contact your regional Customer Operations team.

US/Canada[email protected]+1 800-328-3996
Latin America[email protected]
Asian-Pacific and Japan[email protected]+65 6227 7838
Europe, Middle East, and Africa[email protected]+44 1489 5555600