Exchanges and Returns (RMAs)

On rare occasions, problems may occur with an Elgato product due to a hardware fault. For example, perhaps you bought a new EyeTV product that has no picture or no sound. In this case, you can request an "RMA", which is an authorization from Elgato to return your product in exchange for a new one.

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

If you bought your device…

a) In a Retail Store or Online Store:

Step 1
To ensure that the problem is truly a hardware fault and that RMA is required, please submit a ticket to contact Customer Service before you do anything else. We may ask you to perform a few additional tests to be sure it's really a hardware problem.

Step 2
Customer Service will give you instructions on how to proceed. If necessary, they may ask you to return the faulty hardware directly to Elgato.

Please do NOT return your device without first contacting Elgato Customer Service!

b) Used, remanufactured, or new from private parties or Internet auction sites (such as eBay 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!

a) Directly from Elgato at the Elgato Online Store:

Step 1
To ensure that the problem is truly a hardware fault and that RMA is required, please submit a ticket to contact Customer Service before you do anything else. We may ask you to perform a few additional tests to be sure it's really a hardware problem.

Step 2
Customer Service will give you instructions on how to proceed. If necessary, they may ask you to return the faulty hardware directly to Elgato.

Please do NOT return your device without first contacting Elgato Customer Service!