If you bought something on Samsung.com or through the Shop Samsung App and chose to pick it up at a Samsung Experience Store, or bought something at a Samsung Experience Store, you must return it to the same Samsung Experience Store within 15 days of pickup. You don’t need to start the return online first; just bring the order to the same Samsung Experience Store you picked up or purchased from.

Once the Samsung Experience Store accepts the return, Samsung issues the refund to your original payment method within 10 business days, and your bank may take another 5-7 business days to post it.

Does This Article Apply to My Order?

This article applies to your order if either of the following are true:

• You placed the order on Samsung.com or through the Shop Samsung App, and then picked up the order at a Samsung Experience Store

• You bought something directly at a Samsung Experience Store

This article does not apply to:

• Orders shipped by Samsung.com

• Orders picked up at Best Buy

• Orders picked up at P.C. Richard & Son

See the return policies for other Samsung order types at the bottom of this page.

Items purchased directly from Samsung and delivered to you can’t be returned to a retail store, and items picked up at a store can’t be shipped back to Samsung.

How Long Do I Have to Return a Samsung Experience Store Pickup Order?

15 days from the date you picked up the order or made your purchase at the Samsung Experience Store. Returns requested after day 15 aren’t accepted.

How Do I Return to a Samsung Experience Store?

1. Bring the item, in its original packaging with all included accessories, to the same Samsung Experience Store.

2. Bring your Samsung order confirmation or order number.

3. Samsung Experience Store staff will process the return on-site.

You don’t need to request a return from Samsung’s Order Support team first, and you don’t need a return shipping label.

When Will I Get My Refund?

Total time from drop-off to receiving your refund in your account is typically 10 to 17 business days. Here’s what has to happen:

1. First, the Samsung Experience Store accepts the return

2. Then, Samsung issues the refund to your original payment method up to 10 business days after the return is accepted

3. Lastly, your bank or card issuer posts the refund after 5-7 business days

Refunds are always returned to the original payment method used on the order. Samsung can’t refund to a different card, account, or store credit.

What Condition Does the Item Need to Be in?

• Condition must be new or like-new. No internal or external damage that was not present at delivery or installation.

• Everything included with the product must be returned. Including but not limited to chargers, power cords, manuals, guides, remotes, stands, hardware, and the S Pen where applicable.

  • See Do I have to return promotional items? if your order included free gifts

  • See What happens if my order has bundle discounts or free items? for bundle pricing

• Damaged or misused products will be rejected. Any product that is damaged, materially altered, missing parts, or unsellable because of customer misuse will have its return rejected.

• Late return requests aren't accepted. Requests submitted outside the return window shown on your My Orders page will be declined. See Can I send my return outside of the return period? for more detail.

Frequently Asked Questions

Can I return my Samsung Experience Store pickup order or purchase to a different Samsung Experience Store?

No. Only the Samsung Experience Store you picked up your order from or purchased from can accept the return. If you bring your order to a different Samsung Experience Store, the return won’t be accepted.

Do I need to start the return on Samsung.com first?

No. For orders picked up at a Samsung Experience Store, take the item directly to the Samsung Experience Store you picked it up from. No online return request or return shipping label is needed.

Can I return a Samsung.com order that was shipped to my home to a Samsung Experience Store?

No. Orders delivered to you by Samsung must be returned to Samsung, and that process starts by contacting Samsung’s Order Support team. See How to request a return and print a label for the full process.

What if I'm past the 15-day window?

Orders outside the 15-day return period can’t be returned. If you believe there’s an error with your order dates or return window, contact Samsung’s Order Support team.

Other Return and Refund Policies

This article covers orders placed on Samsung.com or through the Shop Samsung App and then picked up at Samsung Experience Store, and purchase made directly at a Samsung Experience Store.

Return and refund policies may differ depending on where you ordered from and how you received your order.