Samsung Return Policy: A Simple Guide

Samsung return policy includes specific conditions and fees that customers should be aware of before making a return. This guide explains the return process, restocking fees, refund procedures, and special conditions in a clear and straightforward manner.

Samsung Return Policy Overview

General Return Guidelines

• Only items purchased directly from Samsung.com or the Shop Samsung App can be returned.
• Products must be in new or like-new condition with no additional damage beyond what was present at delivery.
• Defective or damaged products must be reported within 5 days of delivery or 2 days after installation.
• Personal data must be erased from all devices before returning (factory reset required for mobile devices).
• All promotional items received with the order must be returned; otherwise, their value will be deducted from the refund.

What to Include When Returning an Item

• All returns must include all original items from the product packaging, including chargers, user manuals, and guides.
• If the order included promotional products, they must also be returned for a full refund. Missing promotional items will result in a deduction from the refund amount.
• It is recommended to take a photo of the returned products and return shipping package before shipping. This can help in case of any issues during transit.

Restocking Fees

Samsung applies restocking fees unless the return is due to a defect or damage caused by Samsung or its shipping partners.

How to Request a Return

1. Locate Your Order
   • Log into your Samsung account and go to “My Orders.”
   • For guest orders, use the “Find Order as Guest” option.
2. Check Return Eligibility
   • If the item is eligible, a “Return eligible through” date will be displayed.
   • If the return window has closed, the item cannot be returned.
3. Request the Return
   • Contact Samsung Order Support to start the return process.
4. Ship the Return
   • Print the prepaid return label.
   • Pack the product securely and drop it off at a FedEx location before the return deadline.
5. For Large TV returns, package the TV in its original packaging and use the number provided on the Return Mailing Label to schedule a pick-up.

Refund Requests for Best Buy & P.C. Richard & Son Pick-Up Orders

For products purchased on Samsung.com and picked up at Best Buy or P.C. Richard & Son, the return process is different:

• Returns are only accepted within 15 days of pickup.
• The order must be returned to any participating Best Buy or P.C. Richard & Son store.
• Samsung.com orders delivered to your home cannot be returned to these stores.
• Refunds are issued within 10 business days after the return is processed.
• The refund will be credited back to the original payment method.

Returning In-Store Purchases

• Samsung Experience Store purchases must be returned to the same store within 15 days.
• Online purchases cannot be returned to physical stores.

Refund Process & Timeline

• After Samsung receives the return, it may take up to 10 business days to process.
• Refunds are issued to the original payment method.
• Banks may take an additional 2-5 business days to process the refund.

Special Return Conditions

Mobile Devices, Tablets, & Accessories

• Must be factory reset and in original packaging with all included accessories.
• Returns must be initiated within 15 days of delivery.
• Defective devices must be reported within 5 days of delivery.
• Restocking fees of 5% apply unless the return is due to a verified defect or damage.
• Customers are responsible for wireless carrier agreements and cancellation fees.
• If the device is not in like-new condition, it may be rejected or not qualify for a full refund.

Home Appliances

• Before accepting delivery, inspect the product for any visible damage. If damaged, refuse delivery.
• If damage is found after delivery, report it within 5 days of delivery or 2 days after installation (whichever is later).
• If returning for reasons other than damage or defect, a 15% restocking fee applies.
• Returns must be in original packaging, and any missing accessories may result in a reduced refund.
• Large appliances must be returned using the provided pick-up service; customers must schedule a pick-up.
• If installation was included, additional steps may be required for uninstallation before returning.

TVs & Home Entertainment

• Inspect the product before signing for delivery. If there is visible damage, refuse delivery.
• If damage is discovered after delivery, report it within 5 days of delivery or 2 days after installation (whichever is later).
• A 5% restocking fee applies to non-defective returns.
• Returns must include all original accessories, such as the remote, stand, power cord, and manuals.
• TVs must be returned in their original packaging for safe transport.
• If the product is not packaged correctly, the return may be refused.
• Samsung’s return team may require photos of the damaged item before approving the return.

Contact Us

For further assistance, you can reach out to Samsung through the following channels:

• Online Support: Samsung Support
• Order Support: Track & Manage Orders
• Phone Support: Call 1-800-SAMSUNG (1-800-726-7864)
• Live Chat: Available on the Samsung Support website
• Samsung Experience Store: Visit a nearby store for in-person assistance

If you have any more questions about the returns, you can visit the return policy on their website.

FAQs

Final Thoughts

Samsung’s return policy has strict timelines and restocking fees, which may not always favor customers. Ensure you understand the return window and eligibility before making a purchase. For defective or damaged products, report issues immediately to avoid complications.