How to return or replace your Roku device
This article provides step-by-step instructions for returns and warranty replacements on Roku® products. If your Roku product is broken, malfunctioning, or otherwise not working, it may be eligible for warranty replacement.
If you are experiencing an issue with your Roku device that you cannot resolve, review the troubleshooting articles on the Roku support site before submitting a request for a warranty replacement. Make sure you have eliminated the possibility of a configuration or environmental issue.
The information in this article only applies to the original purchaser of eligible products manufactured by Roku® that are originally sold in the United States. The information contained in this article does not alter or add to the terms of any warranty included with any Roku product at the time of purchase and does not create a written warranty for any product.
What can I return to Roku?
Roku's return policy only applies to items purchased directly from the Roku website. If you purchased your Roku device from a different retailer, refer to the return policy of that retailer
Note: If you need to return or replace a Select, Plus, or Pro Series TV made by Roku, you must start the process by contacting Roku support directly.
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.
Initiate a return
You must first request a return number to replace or return your Roku device.
- Visit Roku's return page on your phone, tablet, or computer to explore your return options
- If prompted, sign in to your Roku account
- Choose whether your purchase was made Directly from Roku or From somewhere else
How to request an return for a product purchased on Roku.com
Products purchased from Roku.com will automatically appears with details for the most recent order expanded at the top of the list- Select your order from the list to explore the options
- Select Return or Replace
- Verify the order date and order number match your records
- Enter your contact details and shipping information
- Select return or replacement and add any additional comments
- Review all details and submit your request
Note: If you do not see your order, make sure you are signed into the same Roku account you used when making the purchase. If you are missing either the return or replace options, contact Roku support directly for help.
After a moment, you will see a confirmation page with your return details and then receive an email with the return number along with additional instructions for returning your device.
How to request a return for a product purchased from another retailer
If you purchased your product from 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.
- Select the product you want to replace and choose Replace
- 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. 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 return is processed without delays.
Return your device to Roku
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.
How to factory reset your Roku device
Before you return your Roku product, we recommend you perform a factory reset on your device, which will:
- Erase your personal preferences
- Unlink your Roku product from your Roku account
- Reset all settings and return your device to a state ready for initial setup
How to ship your device
Ship your Roku product 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.
What to include with your Roku device
Securely wrap and package your Roku product in an appropriate shipping box and include all original accessories that came with your product.
- Roku remote control
- Power adaptor
- Mounting accessories
- All cables
If you do not include the accessories that came with your device, there may be a delay in processing or your request may be denied.
Finalize return
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.
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 product to be checked into the system. After that time, it may take up to 24 hours for the replacement product to ship. If you have questions, visit the Roku support website for more information.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.
Last updated at 2/25/2026 3:18:12 AM
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