Account, payments & subscriptions

[JRtou]

04/08/2024: I purchased Roku streaming device ON THE ROKU WEBSITE; the device WAS NOT purchased through another vendor. I have been billed and Roku has my money.
I received the device on 04/12/2024.  I want to return this device, but the order detail page does not show a "Return" nor a "Replace" on that page. What can I do to get this device returned?

[RokuJohnB · Accepted solution]

Hi @JRtou,

Greetings from the Roku Community, and thanks for the additional information!

We understand you want to return your Roku device. We're happy to assist you further. Please follow the steps below.

1. On your computer or smartphone, visit: https://support.roku.com/contactus.
2. From the initial pull-down menu, choose Questions about returning my Roku device or managing my order.
3. Select Continue.
4. From the same pull-down menu, choose Manage, Return, or Replace my roku.com order.
5. Select Return or Replace. A return and exchange form will appear.
6. Verify that the order date and order number match your records.
7. Enter your contact details and shipping information.
8. Select the reason for your return or replacement and add any additional comments.
9. Review all the details and submit your request.
10. 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 or replacement. To ensure your RMA is processed without delays, review each step closely.

You may check out this support article here.

Please try doing this and see if it helps with what you're experiencing.

Best regards,
John

[JRtou]

Sorry I can't find what you describe.

I clicked on the 1. link.  I am not very computer savvy but I don't see an "initial pull-down menu" nor "Questions about returning my Roku device".  

It might be best if I could talk with someone or have a chat with them.  

Any other help would be most appreciated.

[RokuElmer-H]

Hi, @JRtou!

Thanks for keeping in touch here at Roku Community!

We understand that you are having trouble following the instructions to return your Roku device on the website. Rest assured that we will assist you with the return process efficiently. I will send you a private message with further details. Kindly check your inbox for our message.

Thanks,
Elmer

[dmfdn25]

Same problem here.  Contact initiate return of my newly purchased device.  Need assistance.

[JRtou]

thanks for the offer.  It would be most appreciated.

So as of yet, I do not have any messages in my inbox or the envelope.

[dmfdn25]

Go back to your orders under Return/Replace, and where you see duplicates of the same order, click on the second one, not the first. It will work then.  Mine just did.

[DrK1]

I have a very similar problem. Except I did get an RMA but NO instructions on how to return nor any instructions / links for printing out return mailing labels. I contacted customer support already MULTIPLE times and always receive the same answer: "We are sorry for the inconvenience. We send a request to the return department and you should receive an email with return instructions within the next 24 to 48 hours." They verified my email address ... and ... crickets. I never receive any emails for my return. Nothing in my spam folder either. I receive other emails from Roku just fine, therefore they have the correct info in their database. But to date no return mailing instructions. Of course, now my 30 day return window has closed and I am sitting on a Roku Merchandise that I don't want. 

If I have an advice for Roku customers: Never EVER buy their products directly from the Roku store unless you are 100% sure you want to keep it. I'd recommend Amazon purchases for Roku devices since Amazon has an easy, no frills, easy and convenient return system that I have used multiple times. 

I am just totally frustrated with the Roku store!!!!!!!!!

[RokuEmmanuel-D]

Thanks for reaching out here in the Roku Community, @DrK1.

We apologize for any inconvenience the situation may have caused you. To facilitate a swift resolution of your issue, we will be reaching out to you via Private Message (PM) to gather additional details about the product that you are returning.

We're hoping to hear back from you in our inbox.

All the best,
Emman

[jeff14221]

I purchased Roku remote on the Roku website. I have paid Roku 

I received the device on 08/26/2024 and found I purchased the wrong device.  I want to return or exchange this device because I made a mistake, but the order detail page does not show a "Return" nor a "Replace" on that page. 

There is no path to return or exchange this $10.00 for another remote which is $20. There is none. Please don't post another Penguin with the handy instructions that lead nowhere for a remote accessory, there is none. 

I have been a constant user of Roku devices since their introduction and have several. I had planned on a Roku TV purchase in the next 60 days. Now, I'm shopping for a different solution. Thanks and bye bye Roku.