Step-by-step return instructions

Step-by-step instructions for returns and warranty replacements

Note: The information in this article only applies in the United States to owners of products manufactured by Roku^®. If you own a Roku TV^™, Roku TV Wireless Soundbar, or Roku TV Ready device manufactured by another company, contact the manufacturer of that product for return and warranty information.
If you need to return or replace a Roku Select or Plus Series TV, you must start the process by contacting Roku support directly.

If you believe your Roku product is malfunctioning, or you wish to return your order for a refund, you must first request a Return Material Authorization (RMA) number. Before you submit a refund or replacement request, it is important to understand the details of the process as described in this article.

What Roku products are eligible?

Your Roku product must be within the original product warranty period for warranty replacement:

1 year from the date of purchase

Return for a Refund:

The item you wish to return was purchased from Roku.com
Your return must be made within thirty (30) days from the original date of purchase

If you have questions about the eligibility of a Roku streaming player, review the Roku player limited warranty and End User License Agreement.

Warranty Exchange

If you are experiencing an issue with your Roku product that you cannot resolve, review troubleshooting articles on the Roku support site before submitting a request for a warranty exchange. Make sure you have eliminated the possibility of a configuration or environmental issue.

What is Roku's 30-day money back guarantee policy?

Roku offers a 30-day, money-back guarantee. That means, if for any reason, you wish to return a product (or products) purchased directly from the Roku website within thirty (30) days from the date of purchase, we will refund the purchase price of your Roku product (or products) and accessories.

Initiate a request for a return or warranty exchange

Whether seeking a refund for a purchase from Roku.com, or needing a warranty replacement for an eligible Roku product purchased from any retailer, you can begin your request using the steps below:

Open a web browser on your phone, tablet, or computer and visit support.roku.com
Select Check support options from the bottom of any page
From the "Let's find your best support options" screen, select Return/Replace
Specify whether your purchase was made directly from Roku (at Roku.com), or from a different retailer
- Note: If your Roku product was not purchased from the Roku website, contact the retailer where you purchased your product for a refund, if eligible.

Depending on where you made your purchase, use the instructions in the sections that follow to complete your request.

Return or replace a Roku.com purchase

If you indicated that your purchase was made at Roku.com, your Roku orders will appear automatically with details for the most recent order expanded at the top of the list. If you do not see your order, make sure you are signed into the same Roku account you used when making the purchase.

Select your order from the list to explore the available options (based on original purchase date and remaining warranty)
- Details: Available for all orders. Choose it to view a detailed invoice for your order.
- Return: Appears if your purchase is within the 30-day return period. Choose this action to return an eligible item for a refund.
- Replace: Appears if your Roku product is covered under the original warranty. Choose this action to request a warranty replacement product.
- Contact Us: Contact Roku support about an order.
  - Note: If you do not see an action described above, your product is no longer under warranty and/or within the return window.
Select Return or Replace. A returns and exchanges form will appear
Verify the order date and order number match your records
Enter your contact details and shipping information
Select the reason for your return/replacement and add any additional comments
Review all details and submit your request

After a moment, you will see a confirmation page with your RMA number and status. You will also receive an email with the RMA number along with instructions for return/replacement. To ensure your RMA is processed without delays, review each step closely.

Replace a purchase from another retailer

If you indicated that your purchase was made at a retailer other than Roku, all replacement-eligible Roku devices linked to your Roku account will appear automatically. If you do not see a specific Roku device listed, it is not eligible for replacement.

To replace an eligible device, select the product you want to replace.
Select Replace. A returns and exchanges form will appear
Verify the serial number of your Roku product is correct
Enter your contact details
Provide a reason for your replacement request
Review all details and submit your request

After a moment, you will receive an email confirming your request. Within 24 to 48 hours, you can expect a follow-up email from a customer support agent looking to process your RMA. An RMA number may be provided at that time, or additional details may be requested. After you receive an RMA number and replacement instructions, review each step closely to ensure your RMA is processed without delays.

What to do after receiving an RMA number

Before you can receive your refund or replacement, you MUST first return your Roku product to the return center location listed in your RMA instructions. Use the packaging and shipping guidelines that follow in this article, along with details in your confirmation email to answer additional questions.

After you send your product, check your tracking information to determine when your shipment is received at the return center. Allow a few days from that receipt date for your RMA to be checked into the system. After that time, it may take up to 24 hours for the refund process to begin, or a replacement product to ship.

Note: You will typically see a refund in your account after 3 to 5 business days from when the refund process begins. Depending on your bank's policies, this time may vary.

If you have questions during the RMA processing window, contact Customer Support with your RMA number and tracking information for your shipment.

Factory reset

Before you return your existing Roku product (or products), we recommend you perform a factory reset on your streaming device, audio device, or smart home device which will:

Erase your personal preferences
Unlink your Roku product (or products) from your Roku account
Reset all settings and return your Roku product (or products) to a state ready for initial setup

Packaging and what to include

Securely wrap and package your Roku product (or products) in an appropriate shipping box and include all original accessories. Be sure to include the following:

Your Roku product or products (e.g., Roku streaming player, Roku TV Wireless Speakers, Roku Voice Remote Pro)
Roku remote control (if one came with your product)
Power adaptor (if one came with your product)
All cables

Failure to do so may cause a delay in processing, or the denial of your request.

Return instructions

Following the guidelines above, ship your Roku product (or products) via trackable shipping method to the return center location listed on the instructions provided to you. Roku is not responsible for lost packages by the carrier, Roku products received that cannot be identified, or products sent to an address other than the Roku return center indicated. Received products that have damage determined to have been caused by the end user may be subject to denial of the return request.

Upon receipt of your Roku product (or products), Roku will send an appropriate replacement product (or products) to you or process a refund to your payment method on your original invoice. You should receive your replacement product (or products) or refund within 7-10 business days.

Note: We will do our best to send you a replacement of the same model. If the specific model is no longer available, Roku may send a replacement model with equivalent or better features.

Shipping costs

Original invoice shipping costs are non-refundable. You are responsible for any shipping cost associated with sending your Roku product (or products) back to the Roku return center for all authorized RMA requests.