Standard Return Policy

• You have 60 calendar days to return an item from the date you received it.
• Only items that have been purchased directly from www.elgato.com can be returned to Elgato. Elgato products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
• Please ensure that the item you are returning is repackaged in the original packaging, with all the cords, adapters, accessories, and documentation that were included when you received it. Returned items must be free of physical damage.
• Elgato will refund you the amount spent on the returned items, including sales tax. Unless there has been an error that is Elgato’s responsibility, the original shipping fees will not be refunded.

How to Return an Item for a Refund

If you need to return an item from your order, it's easy to set up the return yourself! Refunds are available for up to 60 days after the product was delivered to you.

If your item arrived damaged or you received an incorrect item, skip to the Damaged or Incorrect Items section below.

Self-Service Returns

If you have a Elgato account…

• Go to https://www.elgato.com, and sign in
• Click the "My Account" link and select "My Orders" from the left column
• If your item is eligible for return, select the "Return" link to get started

If you used Guest checkout…

• Follow this link to start your return: Returns Center - elgato
• You will need your Order number and the Email address used for the order. 

Returns through Elgato Customer Service

Our agents can assist with your product return.

• Visit https://help.elgato.com/hc/en-us/ to find our phone number and hours, or open a support ticket.

Shipping your item back to Elgato

Please pack all cables and accessories that came with the item Use the address on the shipping label provided to you.

Once Elgato has received the package and inspected the item, the refund will be applied back to the original payment method. This usually takes 2-3 business days to process.

Refunds

Once your return package is delivered, it will be opened and its contents inspected. After inspection, a refund for the item(s) purchased will be initiated, using your original payment method. Please note:

• Unless your return is the result of a Elgato handling error, we will not refund the original shipping fees.

If you paid by credit card, refunds will be sent to the card-issuing bank after we receive the returned item, or your cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If purchased via other payment methods, such as PayPal or Amazon Pay, a credit will be issued to your account. The availability of the returned funds depends on the policies of the payment provider.

Please note that if the item you are attempting to return is part of a bundle, we are unable to provide partial refunds of bundles. If you would like to refund an item from a bundle, all items part of the bundle will be required to be returned in order to process the refund.

STANDARD SHIPPING POLICY

Elgato offers both Standard and Express shipping options from all our available shipping locations, and we partner with UPS as our preferred shipping carrier.

Standard shipping time with North America varies between 3 – 5 days.

 Standard shipping time with Canada varies between 5 – 7 days.

For more information on how Elgato ships its products, please visit our Help Article here which goes into more detail.