Most direct Samsung.com and Shop Samsung App shipments allow 15 days from delivery to request a return, then 15 days from approval to ship or complete pickup. Return shipping is free, but non-defect returns can carry 15% appliance or 5% other-category fees; S/A Series phones are exempt. Report damage promptly and remove personal data before returning devices.
How to start a return
In a store
- For another retailer’s sale, use that retailer’s policy and purchase record.
- For Samsung orders collected at a retail partner, follow the partner-specific return article.
- Do not take a Samsung-shipped order to an assumed store route without authorization.
Online or by mail
- Locate My Orders or guest Search Orders and check the eligible-through date.
- Contact Order Support for approval and the correct emailed return label; keep trade-in labels separate.
- Prepare complete merchandise and remove personal accounts/data, then ship or arrange pickup within 15 days of approval.
What is Samsung’s return window: 15 days or 30 days?
Most purchases shipped directly from Samsung.com or the Shop Samsung App have 15 days from delivery to request a return. After approval, there is a separate 15-day period to ship the return or have it picked up. Those are two different deadlines, not an unconditional 30-day period to decide.
Samsung’s dedicated deadline article measures the shipping period from approval and says a request made near the end of the first window still gets its own shipping period. Check the actual dates on My Orders rather than adding a generic month to delivery. A promotion can change a particular product’s window, so preserve the terms attached to that order.
Damage and defects have shorter reporting requirements, and retail-partner pickup orders use their own route. Start by identifying whether Samsung delivered the item or a store fulfilled the pickup before applying the direct-shipment policy.
| Decision | Rule to check |
|---|---|
| Return window | Request within 15 days of delivery; ship within 15 days of approval |
| Shipping or fees | Free authorized return shipping; 15% appliances, 5% most listed categories; S/A Series phones exempt |
| Main exceptions | Late requests; misuse/damage, material alterations or missing parts; original-seller and store-pickup routes apply |
How do you request a Samsung return and get the label?
Open My Orders for an account purchase, or Search Orders for a guest purchase, and enter the Order ID. An eligible product displays a return-eligible-through date; an ineligible one shows that its return window has closed.
Contact Samsung’s Order Support team through the official Contact Us route to arrange the return. After approval, the mailing label is emailed to the address on the order and can also be found by viewing the order again. Return labels are not included automatically in the original parcel.
Print and attach the correct label, then follow the product’s packing and carrier directions. Small items are handed to the named carrier; large items use scheduled pickup. Keep the authorization and tracking. If the label email is missing, check the matching inbox and spam folder, then the order page, before asking support to help locate it.
How much is Samsung’s restocking fee?
For returns not caused by verified damage or defect, Samsung’s current policy lists 15% for home appliances and appliance accessories and 5% for most other listed categories. Galaxy S Series and A Series phones are exempt from the restocking fee.
The 5% group includes Galaxy Z Series phones, tablets, watches, wearable audio, laptops, headsets, Galaxy Ring, mobile accessories, TVs, audio and displays with their related accessories. The fee is calculated from the net product price. For illustration, a 5% deduction on a $1,000 net price is $50; a 15% deduction on that amount is $150.
Do not confuse free return shipping with a fee-free refund. Ordering the wrong model or changing your mind can still carry the category charge. Damage or defect fee waivers depend on reporting and validation, not merely selecting a defect reason without evidence. Check the order’s own terms before deciding what refund to expect.
How quickly must Samsung damage or defects be reported?
For mobile products, report damage or a defect within five days of delivery. For the applicable appliance and home-entertainment delivery or installation route, the policy uses five days from delivery or two days after installation, whichever is later.
Inspect the product before signing for delivery when possible. If you see damage, notify the driver or refuse the delivery. If you discover the issue afterward, preserve photos of the shipping label, packaging and product. Samsung validates damage claims, and its Product Support team can require photographs or a technician visit to confirm a defect.
A normal 15-day return window is not permission to wait 15 days before reporting an arrival problem. If the photos do not validate damage, the order may remain eligible for another return reason inside the normal period, but that can have a different fee result. Describe what actually happened and retain the case reference.
How do you erase a Samsung phone, tablet or computer before returning it?
Samsung gives a specific preparation sequence: disable active security features, sign out of cloud services including Find My Mobile, erase personal data, remove your SIM card, memory card and personal accessories that are not being returned, and perform a factory reset.
Back up what you need before erasing it. The purpose is to remove your information and account locks while leaving the product ready for inspection. A login screen or an incomplete reset can be more than an inconvenience: Samsung says it cannot ship products that still contain personal information, so it may be unable to send such an item back after a rejected return.
Include the accessories supplied with the purchased device, such as an S Pen where applicable, rather than confusing those with your separately owned case or card. If a defect prevents reset or sign-out, explain the problem to support before shipping instead of assuming the warehouse can safely complete every step.
What condition and accessories does a Samsung return need?
The direct-shipment policy requires new or like-new condition, without damage introduced after delivery or installation, and all included components. Keep chargers, power cords, manuals, remotes, stands, hardware and any supplied S Pen with the product.
Products damaged through misuse, materially altered, missing parts or otherwise unsellable can be rejected or receive a reduced refund. Hardware or software modifications are not treated as an ordinary harmless preference change. Check the actual contents before sealing the box, and photograph both the products and the packed parcel as evidence of what was sent.
Original packaging is required under the category rules, with a specific appliance exception when it was taken during delivery. A device that looks clean can still fail if account data or essential parts remain missing. Eligibility therefore involves the product’s data state, physical condition, included contents and the correct timing, rather than simply having an approved label.
How do Samsung TV, monitor and soundbar returns work?
The home-entertainment group includes TVs, projectors, monitors, soundbars, wireless audio and related accessories such as wall mounts, stands, remotes and One Connect Boxes. Its standard request window is 15 days from delivery unless an order-specific promotion extends it, and the ordinary change-of-mind restocking fee is 5%.
Keep the original box. Samsung warns that a carrier may refuse pickup of an unpackaged return. Remove personal information with the required reset and include all supplied components, particularly a stand, remote, power cord or connection box that may have been set aside during installation.
Large-item returns require a scheduled carrier collection rather than assuming an ordinary parcel counter will accept the screen. Inspect for damage before acceptance and meet the separate reporting period if it arrived damaged or was affected during installation. A wall mount or accessory can have its own place in the order, so match the authorized pieces to the label and pickup instructions.
Can you return a Samsung appliance after delivery or installation?
Eligible direct Samsung appliance purchases have the ordinary 15-day request period, subject to any applicable promotion, and a 15% restocking fee for non-defect preference returns. The category includes major appliances, vacuums and specified accessories such as filters, stacking kits, pedestals, trim kits, hoses and cords.
The appliance and accessories must remain new or like new. Keep the original packaging unless it was removed during delivery, which the appliance policy expressly acknowledges. Get the authorized collection instructions before disconnecting or moving a heavy appliance; do not assume the small-parcel shipping method fits it.
Shipping, installation and other service fees are nonrefundable under the stated terms. If damage or a defect is discovered after signing, report it within the applicable five-days-from-delivery or two-days-from-installation period, whichever is later, and provide the required photos. Returning a replacement appliance also does not bring back an old item already taken by a haul-away service.
Is Samsung return shipping free, and are installation charges refunded?
Samsung supplies a prepaid return label, and the standard direct return-shipping charge is free. For a large item, use the carrier pickup arranged under the authorization. For a small item, use the carrier named on the emailed label.
Free transportation back does not eliminate a restocking fee or restore the original shipping, installation and other service charges. Those service fees are listed as nonrefundable. Compare the likely product refund with the retained charges before deciding whether a change-of-mind return makes financial sense.
Meet the shipping or collection deadline shown for the approval, and keep the carrier receipt or pickup confirmation. A label in your inbox does not prove the product has moved. If the carrier refuses an unpackaged TV or another oversized item, contact support immediately with the order and authorization rather than letting the deadline pass while assuming a second appointment is automatically allowed.
How long does a Samsung refund take?
Samsung refunds the original payment method after the return passes inspection, less applicable deductions. The detailed return instructions allow up to 10 business days after warehouse delivery for review and initiation, followed by an additional two to five business days for a financial institution to post the refund.
A separate refund FAQ describes initiation within 10 days of receiving and processing the return and asks customers to allow five to seven business days for full processing. These published estimates are not identical. Treat them as processing guidance, not a guaranteed date measured from label creation, and use the order status and actual refund notice to track your transaction.
Different items can produce separate refund transactions. Keep the return authorization, tracking and the itemized order when comparing credits. If money seems missing, first check whether every authorized piece passed inspection and whether a restocking fee, missing gift or retained service charge explains the difference.
Do Samsung free gifts and bundled products have to go back?
Return bundled and promotional products for a full eligible refund. Samsung’s policy says the value of a missing promotional item is deducted, and the general requirement is to send everything included with the purchased product.
A free accessory is therefore not necessarily free to keep after returning the qualifying device. Compare the order and return authorization with the full contents, including separately boxed gifts that may have arrived in another shipment. Do not include an unrelated product just because it was ordered around the same time.
Photograph the merchandise and the packed box before sending it. Keep the labels and tracking associated with each authorized parcel so a refund can be matched to the returned pieces. A promotional deduction is separate from a percentage restocking charge: returning one accessory does not by itself prove that a change-of-mind appliance or tablet return will have no fee.
What happens to a Samsung trade-in when you return the new device?
The main policy says the trade-in is canceled when the new-product return is processed, but Samsung cannot send back a completed trade-in device. Returning the new phone does not undo an already completed transfer of the old one.
Keep the trade-in record and its deadline separate from the retail return authorization. A trade-in label and an ordinary return label go to different processing destinations. Using the wrong one can cause delays or a failed process, so compare the item and label carefully before handing either parcel to a carrier.
If you have not yet shipped the old device and are reconsidering the new purchase, ask Order Support how the applicable trade-in terms interact with your return while both deadlines are still open. Do not assume you can recover the old phone after inspection or safely ignore a trade-in deadline simply because an ordinary return request has been created.
Does returning a Samsung product cancel Care+ or other subscriptions?
Usually, no. Samsung says associated services and subscriptions, such as water-filter subscriptions, must be canceled separately through My Subscriptions. A merchandise return and a recurring-service cancellation are different transactions.
Samsung Care+ is the stated exception: when a covered device is returned within 15 days of delivery, the plan is automatically canceled and the subscription cost charged is refunded once the return is processed. Keep the device-return confirmation and check the plan outcome rather than assuming every unrelated service followed that exception.
For a carrier-activated phone, contact the wireless carrier about canceling service and any fees or taxes. Returning the hardware to Samsung does not automatically resolve the separate wireless agreement. Before erasing the device, save order and plan information you need for follow-up, then verify the final service and payment records as well as the merchandise refund.
Can you return Samsung products bought from another retailer or picked up in a store?
A Samsung-branded product bought from another retailer goes back to that seller under its policy. The direct Samsung.com return program does not replace the electronics store’s or marketplace seller’s deadlines merely because the manufacturer is Samsung.
A Samsung.com or Shop Samsung App order fulfilled as retail-partner pickup also has a separate return route. Samsung’s instructions say to use the policy for the retailer where it was collected and return to that retailer; the direct-shipment online return process is not the correct starting point. Follow the named store’s article for any location-specific rules rather than assuming every pickup partner is identical.
Identify the checkout seller and fulfillment method in the order before contacting support. A Samsung Experience Store, Best Buy pickup and P.C. Richard & Son pickup are listed separately. Keep the pickup confirmation and product receipt so the team can locate the transaction that actually needs to be refunded.
Can Samsung extend a missed return deadline or send back a rejected item?
Samsung’s dedicated deadline article says Order Support cannot extend either the return-request deadline or the 15-day shipping deadline after approval. A late parcel may be refused, returned to sender or fail inspection. A failed inspection can mean no refund, and the product is not guaranteed to be shipped back to you.
Returns containing personal data or a transit hazard, such as a swollen battery, can be impossible for Samsung to ship back. Contact support about a preparation or safety problem before sending rather than treating an approved label as unconditional acceptance.
If a defect appears after the retail-return period, Product Support may be able to help under the Standard Limited Warranty. That is a separate eligibility process, not a restarted preference-return window. Keep the order, date information and problem evidence, and use the official support route for the actual issue instead of mailing an unauthorized late return.
Need help with a return?
More electronics return policies
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Citations
Sources reviewed October 21, 2026. If Samsung updates its rules, its current policy applies. See how we verify.