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ELGATO RETURNS & REFUNDS POLICY



*In 2018, CORSAIR acquired Elgato. As such, returns and refunds will be handled by Corsair. Except for the limited circumstances set out below, this Returns and Refunds Policy is not applicable to any products purchased on https://marketplace.elgato.com.


STANDARD RETURN POLICY (PURCHASES BEFORE NOVEMBER 1, 2022 OR AFTER DECEMBER 16, 2022)
  • You have 60 calendar days to return an item from the date you received it.
  • Items purchased from November 1, 2023 through December 15, 2023 can be returned until January 15, 2024.
  • 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.
  • Corsair or Elgato Store Gift Cards are ineligible for return.



REFUND REQUEST FOR PRODUCT(S) PURCHASED AT THE MARKETPLACE 
  • Refund request made within 14 days from date of purchase.
  • Refunds will only be processed by Elgato if in its sole discretion it is determined that there is a listing error on the Product(s) detail page which is either untrue or incorrect; and
  • The refund request shall only be considered by Elgato if a request was made by the end user within 14 days from the date of purchase in accordance with this policy.
  • Please refer to the “How to Return an Item For a Refund” for the procedure and the “Refunds” paragraph on how refunds will be processed.



HOW TO RETURN AN ITEM FOR A REFUND

If your item arrived damaged or defective, or if it wasn’t the correct item, go to https://help.elgato.com and open a support ticket or call Elgato Customer Service for a replacement. Refunds are available for up to 60 days after the product was delivered to you.If you have an Elgato account…
  1. Go to https://www.elgato.com, and sign in
  2. Click the "My Account" link and select "My Orders" from the left column
  3. If your item is eligible for return, select the "Return" link to get started

Otherwise..
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.

RETURNS: GUIDELINES FOR RETURNING A PRODUCT

If you need to return your Elgato product for replacement, Elgato will give you a Return Merchandise Authorization (RMA) number and return instructions.

GENERAL GUIDELINES FOR RETURNING A PRODUCT

When you return the product, send the package, with the original sales receipt and a printed copy of your RMA confirmation email included, to the original place of purchase or a specific location as directed by Elgato. You may be required to pay shipping and handling charges, as well as any applicable tariffs, duties, taxes, or other fees.

Do not return your product without prior approval from Elgato. Any product returned without a valid unique RMA number will be refused and returned to the sender at the sender’s expense.To avoid problems with returning your product:
  • Clearly write or display your RMA number on the outside of the package
  • Include a printed copy of your RMA confirmation email in the package

PLEASE NOTE:

If your returned product includes any storage devices, we will not return the original storage device to you.

GUIDELINES FOR BUSINESS-TO-BUSINESS

If you are a reseller or computer dealer, please go to this contact page and fill out the form.

RETURNING PRODUCTS LOST OR DAMAGED DURING TRANSIT

When returning a product, use a return shipping method that provides tracking information. Without tracking, Elgato cannot proceed with an RMA if your package is lost in the mail. Elgato is not responsible for damage incurred during shipping to an RMA location.

If possible, use the original packaging material to pack the product for return. If the original packaging is unavailable, you should use packing materials that provide the same or greater protection to the product.

Packages that arrive with any external damage or appear inadequately packed may be refused and returned to the sender at the sender’s expense.


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 an 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.

If you are returning items that were purchased using a Corsair Store Gift Card, the refund will be sent to you as a Corsair Store Gift Card electronically.

For purchases made on Corsair Custom Lab, if for any reason you are not satisfied with your purchase, you have 60 days to return your product(s) from the date you received it. Due to the customized nature of these items, a 30% restocking fee will be deducted from the refund amount.



DAMAGED OR INCORRECT ITEMS

Items ordered online from Elgato that arrived damaged or are incorrect can be returned to Elgato by creating a ticket at: https://help.elgato.com, or by contacting Customer Service at +1 888-831-6488. Web Store Customer Service is available Monday through Sunday, 10:00 AM – 6:00 PM Pacific Standard Time.

You can find the full list of regional Customer Service numbers here.



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, and Express shipping time is 2 days. Standard shipping time with Canada varies between 5 – 7 days, and Express shipping time is 2 – 3 days. The two-day, express shipping is typically available for all orders if the order is placed before 2 pm local time.The express service option does not add priority to the picking or packing of your product, it simply selects a faster shipping method once it’s with the carrier.

Express Shipping rates are flat per region and outlined below:
  • $19.99 USD
  • $24.99 CAD

Product Category Exclusions apply and will not qualify for express shipping:
  • Memory
  • Systems
  • Cases
  • Gaming Chairs
  • Green Screens