How do I know if my product is eligible for a replacement?

• If your product is delivered and eligible for a return or replacement, you will see "Return eligible through" followed by a date on the My Orderspage.

Please Note: If the product is not yet delivered, or was refused at the time of delivery, this replacement option will not be available.

Why can't I replace a product from my order?

• There are a few reasons a product from your order cannot be replaced:
  • The product itself is not eligible for a replacement
  • The return and replacement window has passed (15 days after delivery or installation for most products)
  • The delivery was refused and the product is already on the way back to Samsung
  • The original product is out of stock and no alternative product is available

Please Note: Our Order Support team can help with placing a new order, but they are not able to facilitate a replacement if the product is ineligible.

When can I request a replacement?

• The return and replacement window for most products is 15 days after the order has been delivered or installed (if applicable).

What should I do to prepare for my replacement?

• For TV orders with Installation services: When the carrier arrives to deliver and install your replacement TV, they will also unmount and re-package your original TV.
• For TV orders without Installation services: You will be responsible for the unmounting and re-packaging of your original TV, with its accessories (remote control, power cord, etc.), before the carrier arrives with the replacement product. If your original product is not re-packaged when the carrier arrives, the replacement unit will not be delivered.
• For Home Appliances: Please make sure to clear a path to the appliance, to ensure the carrier can complete this replacement smoothly.

I don't have the packaging anymore, what do I do?

• For TV orders without installation: You will need to re-package the TV, with its accessories (remote control, power cord, etc.), with comparable packaging that can sufficiently hold and protect the product. The package should be ready for pick-up when our carrier partner arrives.
• For Large Home Appliances: You are not required to re-package the appliance.

When will my replacement arrive?

• When you confirm your replacement request, we automatically assign the best day available and allow you to reschedule from the confirmation screen. If you need to reschedule the replacement, you can do so through the My Orderspage.

If my original product is out of stock, can I choose an alternative product?

• If an alternative product is available, it will be offered to you when you contact us to request your replacement. If an alternative product is not available and the original product is out of stock, a replacement will not be mentioned.

How do I cancel my replacement?

• If the replacement order is able to be cancelled, the option will be available on the My Orderspage.