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Steam Hardware RMA Guide

Steam Hardware RMA Guide

If you are not satisfied with your Valve Hardware ("Hardware") purchase, you can pursue a refund or request a replacement by initiating the RMA process. If you need help with a replacement part or a purchased accessory, go here for replacement, return or support options.

WARRANTY REPAIRS or REPLACEMENT

You must notify Valve of your warranty claim via the Steam Help Site. Prior to shipping or transporting the Hardware to Valve, provide (upon request) a dated sales receipt for the Hardware, and satisfy all other terms and restrictions set forth in the Limited Warranty (“Warranty”). There is a link to the Warranty at the end of this document. In the United States of America and Europe, Valve will provide a return shipping address, prepaid shipping label for the outside of the box you ship, and an RMA (Returned Materials Authorization) label, which must be placed inside the box you ship. In other countries, you must return the Hardware to your retail place of purchase or as we may otherwise direct.

Hardware must be transported or shipped to a Valve-designated service center in either the original packaging or in equally protective packaging. Provided the Hardware requires repair or replacement and such repair or replacement is covered by this Warranty, Valve will be responsible for the costs of shipping repaired or replacement Hardware back to you. If the Hardware does not require repair or replacement, you will be responsible for the costs of shipping the Hardware back to you. If you send your Hardware, but do not include all components or requested information, it could delay your repair, and cost you shipping costs to send the requested components or information so that Valve may repair the Hardware. If the Hardware does require repair or replacement, but the Warranty does not apply (e.g., due to misuse), Valve will contact you regarding replacement options and associated costs and payment options, including the costs of shipping the Hardware back to you. Valve will not return Hardware that is shipped to Valve without pre-authorization or return any part or Hardware that is replaced pursuant to the Warranty.

Repair or Replacement

If your Hardware has issues, please follow the steps below to see if your unit needs to be replaced:

  1. Go to the Help Site
  2. Select your Steam Hardware Device
  3. Select your issue to begin troubleshooting

If your unit has experienced a hardware failure or unrecoverable firmware error, you can request a replacement device.

Once initiated, you will receive an automatically generated, pre-paid shipping label along with further shipping instructions. When your unit is returned to our facility and scanned, you will automatically be shipped a new replacement device.

Purchased Through Non-Steam Retailer

 
 

Please follow the same steps as above to determine if your Steam Controller or Steam Link requires a replacement.

*Please note that Canadian purchases of the Steam Link and Steam Controller are handled by EB Games and Amazon only. You will need to contact the retailer for any available refund or exchange options.*

Replacement Parts

 
 

Replacement parts/accessories for Steam Hardware are now available through the Steam Store. Need something else? Feel free to contact contact Steam Support.

Refund

If you are not satisfied with your purchase and would like to return the Hardware, you may request a refund through the Help Site. To qualify for a refund, your request must be submitted according to the time periods identified in the Hardware Refund Policy. If you are experiencing technical issues with your Valve Hardware, we recommend contacting Steam Support before requesting a refund.

To request a refund for your device, please follow the instructions below:

  1. Go to the Steam Help Site
  2. Select your device
  3. Select I purchased this by accident
  4. Select I’d like to request a refund
  5. Follow the instructions to complete your request

If you have purchased this product from a retailer other than Steam, you will need to pursue a refund with your retailer.

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