Dec 03, 2018

RMA (Exchange) Process - What happens after approval?

Great news, you're covered under the Elgato Warranty! What happens next?

If your product is within the warranty period and you have all the necessary info, and proof of purchase, then your RMA (Exchange) will happen.

After you have gone through troubleshooting, our Technical Support Agents will alert Customer Service to take care of you. Please allow 2-4 business days for them to reach out to you via email.  Usually, the process will be faster than that, but if things get really busy, it may take a few extra days.

Elgato Gaming Customer Service agents are available Monday through Friday, 9 AM to 5 PM PST, via email.

Elgato Gaming Technical Support agents are available every day of the year, 8 AM to 8 PM PST, via email or phone.

Once they have looked at your case and approved it, they will send you an email saying you are "Approved", and they will provide the full details on what to do with your defective Elgato device.

Issues With A Cable/Spare Part

Usually with these cases, we will send you a new cable direct from our warehouse, with no additional effort on your part.

You will need to provide proof of purchase for that part, or the device that the part belongs to.

Issues With A Defective Device

A Customer Service Representative will be issuing you a prepaid mailing label. The best part about our warranty service is that we pay for shipping. All you need to do is put your device in a box with the label,  and contact the shipping service mentioned by the Customer Service Representative.

Once the product has been received by our warehouse and processed (which can take 1 to 3 days of processing time), we will ship the new Elgato device to you.

Overall, this whole RMA process may take at least 2 weeks but timing can vary depending on your location. For example, customers near one of our hubs may have a very fast turnaround, but customers in Canada may have a longer shipping time than usual.  Thus, 2 weeks is an average - sometimes much faster, sometimes slower.

However, there may be some countries that we may not ship to overall. Be sure to communicate with your Customer Service Representative so they can help you out the best they can!