Contact Steam Support

Do not return items without contacting us first. Make sure you have worked with Steam Support to initiate a return or a replacement.

If you have questions about whether you qualify for a refund or replacement, see our Hardware Warranty and Hardware Refund Policy.

Steam Support will provide "Return Merchandise Authorization" (RMA) forms that we will use to process your return. In most cases, Steam Support will also provide you with a prepaid shipping label for your package.

If you are returning multiple items, make sure you have included all RMA forms you received from Steam Support. You can return multiple items in the same package, but each RMA form will need to be included to avoid delays in processing.

Important: If you are returning a Steam Deck, back up your game installs and any other data you'd like to keep via a microSD card or another external storage device, then perform a factory reset by pressing the Steam button and going to Settings > System > Reset to factory state. It's OK to skip this step if your device is not functional. Valve is not responsible for the loss of any data left on your device.

---

How to pack your hardware

Use the product's original packaging whenever possible. If you are unable to do so or you are returning a component part for replacement, please follow the instructions below to ensure no damage occurs while your package is in transit.

Choose the right materials

If you no longer have the original packaging, obtain protective packing materials and a sturdy shipping box that is the right size to accommodate the packed hardware. The box should not allow room for excessive movement, as this may damage the product during transport. Valve is not responsible for damage sustained during transit.

Prepare your package

Wrap your hardware so that it is evenly protected. See the examples below for guidance on packing individual devices.

Include your documents

Include any RMA forms you received from Steam Support inside the return package and make sure that the serial numbers of your devices match the numbers on the RMA form.

Ensure that you include any other specified components with your return. You may experience delays in processing if the instructions from Steam Support are not followed.

Do not send any unspecified items with your return. Additional items will not be returned to you.

Finalize shipment

• Check to make sure you've included everything, including the RMA form.
  
• Seal the box well with packing tape and attach your shipping label to the box. In some regions, you will also need to attach other documentation. Steam Support will provide you with instructions.
  
• Record the tracking number from the shipping label and keep it in a safe place.
  
• Ship the package and keep your shipping receipt.
  
• Contact Steam Support if you have questions about your return.