Exchanges and Returns (RMAs)

Once in a while, problems with an Elgato product may be due to a rare hardware fault. For example, perhaps you bought a new EyeTV product that gives no picture or no sound. In this case, you can request a RMA, or an authorization for returning your product in exchange for a new one.

Depending on where you bought your device, the RMA process differs.

You bought your device…
 

A.) In a Retail Store or Online Store

If you are absolutely sure that your product is defective, please return your device to the retailer you purchased the product from for replacement.

Please do NOT return your device directly to Elgato!

B.) Used/Remanufactured/New from private parties or Internet auction sites (e.g. eBay, Wolffstore and other vendors)

If you are absolutely sure that your product is defective, please contact the vendor who sold it to you to arrange a return or exchange for your device.

Please do NOT return your device directly to Elgato!

C.) Directly from Elgato in the Elgato Online Shop

Step 1
To ensure that a RMA is needed, please contact the Elgato International Customer Service by submitting a ticket. We may ask you to perform a few additional tests to check if it’s really a hardware fault.

Step 2
The Elgato International Customer Service will give you further information on how to proceed. If necessary, they’ll ask you to return it to Elgato directly.

Please do NOT return your device without contacting the Elgato International Customer Service in advance!

For further information, read the Elgato Terms and Conditions.