Items shipped from Samsung.com or the Shop Samsung App can be returned within the Return Window. The standard Return Window is within 15 days of delivery and can be viewed on the My Orders page. Once a return is requested, there are an additional 15 days to return the product(s) to us.

Please note: Anything received damaged, defective, or otherwise non-functioning must be reported within 5 days of the delivery or 2 days after installation (whichever is later) to be eligible for return under this return policy. The Return Window for Samsung.com or Shop Samsung App purchases will begin once delivery, or installation, is complete. Defective devices may still be subject to Standard Limited Warranty eligibility.

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General Return Guidelines*

• Only items that have been purchased directly from Samsung.com or the Shop Samsung App can be returned to Samsung.

  • Samsung products purchased through other retailers, or resellers of Samsung products, must be returned to those retailers in accordance with their respective returns and refunds policies.
    

• Items must be returned in a new or like-new condition (no internal or external damage that was not present at time of delivery or installation).
  

• Any returned product that is damaged, materially altered, or is in an unsellable condition through customer misuse will result in the return being rejected.

  • IMPORTANT: We are unable to ship products that contain personal data or could potentially cause harm to equipment or personnel while in transit (such as a swollen battery). This may prevent us from sending a product that failed its return inspection back to the original purchaser.
    

• Occasionally, there are promotional periods where the return window is extended for a limited time. If your order qualifies for an extended return window, it will not be subject to the standard 15 day return window. The My Orderspage will display the return eligible window.
  

• If a product is defective at the time of delivery or installation (purchased on Samsung.com), our Product Support team will be responsible for confirming the defect and providing options.

  • This may require a service technician to visit you in person to diagnose the defective product.

  • This may also require photos of the product experiencing the defect.

  • Click here to contact our Product Support team to start the process or learn more.

• If a product is damaged in transit, or during installation, our Order Support team may require photos of the damaged product(s).

  • Photos Required: Shipping Label attached to packaging, Shipping packaging, and damaged product(s).

  • If we are unable to validate the damage through those photos, orders will remain eligible for other, non-damaged related, return reasons within the return window.

• In order to be eligible for a refund under this return policy, products that are received damaged, defective, or otherwise non-functional must be reported within 5 days of being delivered or within 2 days of it being installed (whichever is later) when purchased on Samsung.com.

• To start a return, confirm the product(s) are within the return period on the My Orders page and contact our Order Support team directly.

Frequently Asked Questions

What do I need to include when returning an item?

• All returns must include all of the items included with the original product packaging, including chargers, user manuals, and guides.

• If your order came with promotional products, all items must be returned for a full refund. Any missing promotional items will have their value deducted from the final refund amount.

• We recommend taking a photo of the returned products and return shipping package when preparing your return shipment. These can be useful if something happens while your return is in transit.

What happens if I sent a trade-in device as part of my order?

• If your order included a trade-in, the trade-in will be canceled once the return is successfully processed. We are unable to return any completed trade-in devices, so please make sure you don't send us your trade-in device until after you've decided to keep your new device.

I bought a service or subscription for the item I’m returning. Will it be canceled?

• Returning products does not terminate associated services or subscriptions, such as water filter subscriptions. These can be canceled through your My Subscriptionspage.

• If you purchased Care+ and you are returning the device within 15 days of delivery, you will automatically be refunded the full cost of the subscription (if charged) once the return has been processed.

Failure to adhere to the guidance above will result in reduced or rejected refunds.

Mobile Phone, Tablet, Computer, and Other Mobile Accessory Returns

• Return requests for any reason beyond 15 days after delivery will not be accepted.

  • All damage or defect return requests must be received within 5 days of delivery.

  • Our Product Support team is available with troubleshooting, repair, and warranty options. Contact them here

• Except as noted below, devices are subject to a 5% restocking fee for returns not due to damage or defect caused by Samsung or its transportation partners.

  • ​Examples include: Returning to order a different color, a different model, or a different size product.

  • Exceptions to the 5% restocking fee: A and S series mobile phones

• Before packing your device, disable any active security features, sign out of any cloud services (including any Find my Mobile® services), erase your personal data (including photos, videos, contacts), remove any accessories you are not returning (including personal SIM cards, phone cases or other attachments), and factory reset your device.

  • For security reasons, we cannot ship products containing personal information.
    

• In order to be eligible for a refund, returns must be in new or like-new condition, in its original packaging, and with all personal accounts & data removed via factory reset.
  

• Any returned product that is damaged through customer misuse or missing parts will result in the return being rejected.
  

• Please contact your wireless carrier for information on their specific cancellation instructions and policies. You are responsible for the wireless service agreement and any applicable fees and taxes.
  

• If the device isn’t in like-new condition, or items included in the original packaging are missing (including the power cord, S Pen, product manual), your return or exchange may not be accepted or qualify for a full refund. This includes making alterations to the device hardware or software.
  

Home Appliance and Accessory Returns

• Before accepting delivery for a home appliance (including refrigerators, washers, dryers, washer dryer combo, ranges, range hoods, wall ovens, cooktops, dishwashers, microwaves, vacuums, and AirDressers™) or accessory, inspect the product(s) for defects or damage. If any exist, notify the delivery driver and/or refuse delivery.

  • If the Delivery, or Installation, is signed for and damage, or a defect, is noticed afterwards, it must be reported within 5 days of the delivery (or 2 days of the installation (whichever is later) when purchased on Samsung.com to be eligible for return as a damaged or defective unit.
    

• Return requests for any reason outside of the Return Window will not be accepted.

  • Our Product Support team is available with troubleshooting, repair, and warranty options. Contact them here

• Except for returns of products received by the customer as damaged or defective, returns may be subject to a 15% collection and restocking fee.

  • This includes returns due to a change of mind, ordering the wrong product, or buyer's remorse.

  • Returns requested as a result of receiving a damaged or defective unit are not subject to a restocking fee.

  • Damage and Defects must be reported within a minimum of 5 days from the delivery date.

    • If installation was also purchased on Samsung.com, and occurs at a later date, an additional 2 days will be granted from the installation date.

    • Damage and Defect returns are subject to validation and may require additional photos of the products prior to initiating the return.

• Returns for home appliances and accessories must be in new, or like-new, condition with its original packaging - if available.
  

• Delivery companies will attempt to contact you and make up to three delivery attempts over a five-day period to complete a delivery. If they are unable to complete the delivery within this period, the shipment will be returned to Samsung as an undeliverable shipment, resulting in a refund to the original payment method.

  • This may result in a 15% collection and restocking fee if the carrier is unable to complete your delivery and the item must be returned back to Samsung and restocked.

Television, Monitor, and Other Home Entertainment Returns

• Before accepting delivery, please inspect each unit for defects or damage. If any damage is present, notify the delivery driver to discuss available options or refuse the shipment.

  • If the Delivery, or Installation, is signed for and damage, or a defect, is noticed afterwards, it must be reported within 5 days of the delivery (or 2 days of the installation, when purchased on Samsung.com)—whichever is later—to be eligible for return as a damaged or defective unit.

• Return requests for any reason outside of the Return Window will not be accepted.

  • Our Product Support team is available with troubleshooting, repair, and warranty options. Contact them here

• Except for returns of products received by the customer as damaged or defective, returns may be subject to a 5% restocking fee.

  • Shipping, Installation, and other service fees are non-refundable.

  • Any Damage or Defective product claims must be requested within 5 days of the delivery (2 days of installation, when purchased on Samsung.com).

  • Damage and Defect returns are subject to validation and may require additional photos of the damaged units.

• Delivery drivers will attempt to contact you and make up to three delivery attempts over a five-day period to complete a delivery. If they are unable to complete the delivery, the shipment will be returned to Samsung as an undeliverable shipment, resulting in a refund to the original payment method.

  • This may result in a 5% restocking fee if the carrier is unable to complete your delivery.

• Returns for televisions, monitors, and other home entertainment products must be in new, or like-new, condition, in its original packaging, and with all personal data removed via factory reset.

  • Carriers may not pick up your return if the product is not packaged.

• All parts and components included in the original packaging must be returned.

  • This includes: the remote, stand, power cord, One Connect Box, hardware, and product manual.

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