If you’ve just bought a new Samsung phone and it’s not quite right, understanding the Samsung phone return policy is your first step to a solution. This guide breaks down everything you need to know, from time limits to condition requirements, making the process as smooth as possible.
Returning a device can feel confusing, but it doesn’t have to be. We’ll walk you through the exact steps, what to expect with refunds, and how to handle common issues. Whether you bought directly from Samsung or from a retailer, you’ll find clear answers here.
Samsung Phone Return Policy
The core Samsung phone return policy gives you a 15-day window to send back your new device for a full refund, as long as it’s in like-new condition. This applies to purchases made directly from Samsung’s online store or a Samsung Experience Store. It’s important to note that this policy is specifically for phones bought from Samsung themselves.
If you bought your phone from a carrier like Verizon or T-Mobile, or a big-box store like Best Buy, you’ll need to follow that retailer’s specific return rules. Their deadlines and conditions can be different, so always check your receipt or their website first.
Key Conditions for a Successful Return
To get your refund approved, your phone and its accessories must meet several conditions. Failing to meet even one can result in your return being rejected or a restocking fee being applied.
- Time Limit: The return must be initiated within 15 calendar days of receiving the device.
- Device Condition: The phone must be in pristine, like-new condition with no scratches, dents, or other damage.
- Original Packaging: You need the original box, manuals, and all included accessories (charger, cable, earbuds, etc.).
- Factory Reset: The device must be fully reset to factory settings, with your personal accounts and data removed.
- Proof of Purchase: You must provide your order number or receipt.
What is the Standard Return Window?
The standard return window is 15 days. This is stricter than many other retailers, which often offer 30 days. The clock starts ticking the day your phone is delivered, not the day you ordered it. It’s crucial to act quickly if your considering a return.
Items Covered Under the Policy
The policy covers most new Samsung smartphones purchased directly. This includes flagship models like the Galaxy S series, Z foldables, and A-series phones. It also typically covers any promotional items that came bundled with the phone, such as free Galaxy Buds or a Smart Tag.
However, there are important exclusions. The policy generally does not cover:
- Opened software or digital downloads.
- Gift cards.
- Phones marked as “Final Sale” or “Clearance.”
- Devices bought from third-party sellers on the Samsung marketplace.
Special Cases: Opened vs. Unopened Boxes
You can return a phone even if you’ve opened the box and used the device. The key factor isn’t whether it was opened, but the condition it’s in when you send it back. An unopened, sealed box is naturally easier to return, but an opened phone is perfectly acceptable if it’s undamaged.
Restocking Fees Explained
Samsung does not typically charge a restocking fee for returns that meet all their conditions. This is a significant advantage over some carriers and retailers. However, if the phone is damaged, missing items, or not properly reset, they may deduct a fee from your refund to cover the cost of refurbishment.
Step-by-Step Return Process
Follow these steps carefully to ensure your return is processed without delays.
Step 1: Initiate the Return Online
Start by logging into your Samsung.com account. Go to “My Orders” and find the purchase containing the phone you want to return. Select the item and choose the reason for return from the dropdown menu (e.g., “Changed my mind,” “Device performance,” etc.). This generates a Return Merchandise Authorization (RMA) number, which is essential.
Step 2: Prepare Your Device for Shipment
This is the most critical step. A poorly prepared device is the main reason for return problems.
- Back Up Your Data: Save all your photos, contacts, and files to Samsung Cloud, Google Drive, or a computer.
- Perform a Factory Reset: Go to Settings > General Management > Reset > Factory data reset. This erases all your personal information.
- Remove All Accessories: Take off any personal cases, screen protectors, or SIM cards.
- Pack Everything Securely: Place the phone, all cables, the charger block, manuals, and any other included items back into the original box. Use the provided shipping label and place it on the outside of the box, covering any old labels.
Step 3: Ship the Package
Samsung usually partners with a carrier like FedEx for returns. You can either schedule a pickup or drop off the sealed package at a designated shipping location. Keep your tracking number safe! This is your proof that you sent the item back within the 15-day window.
Step 4: Track Your Refund
Once Samsung receives and inspects your return, they will process your refund. This can take 7-10 business days after they get the package. The refund will go back to your original payment method. If you used a trade-in credit, that portion may be refunded as a Samsung credit.
Returning a Phone to a Samsung Experience Store
If you have a physical Samsung store nearby, you can often process your return in person. This can be faster and allows you to get immediate confirmation that the device is accepted. Call the store first to confirm they accept returns and to bring your ID, the phone, all accessories, and your proof of purchase.
What About Phones Bought from Other Retailers?
As mentioned, the Samsung phone return policy only applies to direct purchases. Here’s a quick look at other major retailers policies for comparison:
- Best Buy: Most phones have a 14-day return window. A restocking fee of up to $45 often applies on opened devices, unless you’re a My Best Buy Plus or Total member.
- Carriers (AT&T, Verizon, T-Mobile): Usually offer a 30-day “Worry-Free Guarantee” for returns and exchanges. Devices must be in like-new condition, and restocking fees (often around $50) are common.
- Amazon: Return policies vary by seller. For phones shipped and sold by Amazon, you typically have 30 days, but some phones may have specific restrictions listed on the product page.
Always, always verify the return policy at your point of sale before making a purchase.
Dealing with Defective or Damaged Phones
If your phone is defective (won’t turn on, has a faulty camera, etc.), the return process is similar, but you should select “Defective” as your reason. This is covered under Samsung’s standard warranty. For physical damage that you caused, the return will likely be rejected. In that case, you’d need to look into repair options through Samsung Care+ or a third-party service.
Understanding Refund Timelines
Patience is key with refunds. The entire timeline from when you drop off the package to seeing money in your account can be 2-3 weeks. Here’s a typical breakdown:
- Shipping Transit Time: 3-5 business days.
- Samsung Inspection & Processing: 5-7 business days after receipt.
- Bank Refund Processing: 3-5 business days after Samsung issues the refund.
Credit card refunds are usually faster than debit card or bank transfer refunds. If it’s been more than 10 business days since Samsung received the package and you haven’t gotten a refund notification, contact their support.
Tips for a Hassle-Free Return
- Act within the first week if you’re unsure, don’t wait until day 14.
- Take photos or a video of the phone and all contents as you pack the box for proof of condition.
- Use the exact same box it came in for shipping, if possible.
- Keep all communication, including your RMA number and tracking details, in one email folder.
- Remove any screen protectors you applied, as leaving them on can sometimes lead to a damage claim if they’re not perfectly applied.
Frequently Asked Questions (FAQ)
Can I return a Samsung phone after 15 days?
Generally, no. The Samsung phone return policy is strict about the 15-day deadline for change-of-mind returns. After 15 days, your only option is typically a warranty claim if the device is defective, which may result in a repair or replacement instead of a refund.
Does Samsung’s return policy apply to opened phones?
Yes, you can return an opened Samsung phone. The device itself must be in perfect, undamaged condition with all accessories included. Being opened and used is allowed, but it must look and function as new.
How long does a Samsung return take to get my money back?
From the day you ship it, expect a full 10-14 business days for the refund to post to your original payment method. This includes shipping, inspection, and bank processing times.
What if I’m returning a phone I got with a trade-in?
If you used an old phone for a trade-in credit, returning the new phone will usually reverse that trade-in. Samsung will try to return your traded-in device to you, but if it cannot be returned (often because it’s already been processed), they will deduct the trade-in credit value from your monetary refund. The specifics can vary, so read the trade-in terms carefully.
Can I exchange my Samsung phone for a different model?
Samsung’s direct policy is primarily for returns and refunds. To get a different model, you would typically need to process a return for a refund and then place a new order for the phone you want. Some carriers or retailers might offer direct exchanges within their own policies.
Are there any return shipping fees?
Samsung usually provides a prepaid return shipping label at no cost to you for standard returns. However, for certain situations or if you require expedited shipping, fees might apply. The return portal will make any costs clear before you finalize the return.
Common Mistakes to Avoid
Many return hiccups are preventable. Here are the top mistakes people make:
- Forgetting the Factory Reset: This is a major privacy risk and can delay your refund.
- Using the Wrong Box: Sending the phone back in a non-original box increases the risk of damage in transit and can lead to issues.
- Missing Accessories: Even a small missing item like the SIM ejector tool can result in a deduction from your refund.
- Waiting Until the Last Minute: Initiating the return on day 15 leaves no room for error if you encounter website issues or shipping delays.
- Not Keeping Tracking Proof: If the package gets lost, your tracking number is the only evidence you shipped it on time.
Navigating the Samsung phone return policy is straightforward when you know the rules and follow the steps. The key is to act quickly, prepare the device meticulously, and keep all your documentation. By doing so, you can ensure a smooth process and a timely refund, giving you the freedom to find the phone that’s truly right for you.