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ELGATO MARKETPLACE REFUND POLICY



Welcome to the Elgato Marketplace. We are committed to providing a fair and transparent marketplace for both our valued customers and our talented Makers. The products on our marketplace are digital goods, and due to their nature, they cannot be "returned" in the traditional sense once downloaded. Therefore, our refund policy is designed to be clear and to address specific situations fairly. We encourage all customers to carefully review product descriptions, previews, and compatibility requirements before making a purchase.


Section 1: General Policy
1.1. Refund Request Window: All requests for a refund must be submitted within 14 calendar days of the original purchase date. Requests submitted after this period will not be eligible for consideration.

1.2. Finality of Sale: Given the nature of digital content, all sales are considered final once a product's files have been downloaded by the user. Refunds after a download has been initiated will only be considered under the exceptional circumstances outlined in Section 2 of this policy.


Section 2: When a Refund May Be Granted (Eligibility)
Elgato, at its sole discretion, may grant a refund if a refund request is submitted within the 14-day window and the product is determined to fall into one of the following categories:

2.1. Product is Non-Functional or Broken: The product has a verifiable technical issue, as confirmed by Elgato, that prevents its core advertised functionality, and the product Maker is unable to provide a functional solution within seven (7) business days of being contacted by the user through the official Elgato Marketplace support channel.

2.2. Product is "Not as Described": The product is materially and objectively different from its description or preview on the product page. This includes a key advertised feature being entirely absent or the product files being fundamentally different from what was advertised. This does not apply to subjective opinions on the style or quality of the product.

2.3. Product has a Security Vulnerability: A verifiable security flaw is discovered within the product that compromises user security, and the Maker is unable to provide a patch or solution in a timely manner.


Section 3: When a Refund Will NOT Be Granted (Ineligibility)
A refund request will be denied if it is submitted for any of the following reasons, which are considered user-side errors or matters of subjective preference:
  • You purchased the product by mistake, including duplicate purchases of the same product.
  • You purchased a product that is not compatible with your device (e.g., you purchased a profile for a Stream Deck XL but own a Stream Deck MK.2).
  • You purchased a product that is not compatible with your operating system or hardware (e.g., a plugin that is Windows-only when you use macOS).
  • You do not own, or do not have the correct version of, the third-party software required to use the product as specified on the product page (e.g., Adobe Photoshop, OBS Studio).
  • You changed your mind or no longer need the product after downloading it.
  • The product did not meet your subjective expectations of quality, style, ease of use or functionality beyond what was explicitly described on the product page.
  • You are experiencing download issues due to a slow or unstable internet connection.
  • The original purchase was made more than 14 days prior to the request.


Section 4: The Refund & Exchange Process
To ensure issues are resolved efficiently, all users must follow this process:

4.1. Step 1: Review Product Compatibility. Before submitting any request, you must first review the product page to confirm that your device, operating system, and any required hardware or software meet the compatibility requirements listed by the Maker.

4.2. Step 2: Contact the Maker for Technical Issues. If you believe your issue qualifies for a refund under Section 2, you must first contact the product Maker through the "Contact Maker" or "Support" link on the product page. You must provide a clear and detailed description of the issue. Makers are expected to respond within seven (7) business days. Many issues can be resolved quickly with Maker support.

4.3. Step 3: Requesting a Refund from Elgato. You may only escalate a refund request to Elgato Support if: a) The Maker has not responded within 5 business days of your initial contact. b) The Maker has responded but is unable to resolve a verifiable issue that falls under one of the categories in Section 2. When you contact Elgato Support, you must provide a record of your communication with the Maker.

How to Submit a Refund Request
To request a refund, you must contact Elgato Support via the Elgato Support chat assistant on the Elgato Marketplace website. You may initiate a refund request by selecting either “Chat with us” or “Contact” on the Elgato Marketplace website.


Section 5: Dispute Resolution and Elgato's Role
Elgato will investigate all escalated refund requests by reviewing the product listing, the product files, and the communication history between the customer and the Maker Elgato reserves the right to make a final and binding decision on whether to approve or deny the refund request. Abuse of this policy, such as filing fraudulent refund claims, may result in the suspension or termination of your Elgato Marketplace account.


Section 6: Effect of a Refund
If a refund is issued, your license to use the purchased product is immediately and permanently revoked. You must delete all copies of the product files from your computer(s) and any cloud storage services. Continued use of a refunded product constitutes a violation of our terms of service and copyright law.