Still waiting on a Samsung refund?
Can you get a refund from Samsung? Check eligibility first
Samsung Australia offers a 14-day change-of-mind return policy on selected products purchased directly from Samsung (online or in-store). Eligible products include phones, tablets, and wearables that are unopened, unused, and in original packaging.
Large appliances and TVs are excluded, as are opened or used items. Powering on a device forfeits your return eligibility.
Faulty or damaged products are covered separately under Australian Consumer Law, which entitles you to a refund, repair, or replacement, regardless of packaging condition or time since purchase.
How to get a refund from Samsung
- Contact Support – Visit Samsung’s website or call Customer Care within 14 days of purchase/delivery.
- Submit Return Request – Provide your order number and request a return (change of mind or faulty).
- Provide Photos – You may be asked to send photos verifying the item is unopened or documenting the fault.
- Receive RMA & Shipping Label – Samsung will issue a Return Merchandise Authorisation and prepaid label.
- Return the Product – Pack it securely and drop off at Australia Post. For large items, Samsung may arrange pickup.
- Inspection & Approval – Samsung inspects the item before processing your refund or exchange.
Samsung’s refund timeframe - how long it takes
Samsung states the full return process (approval, shipping, inspection, and refund) can take 21–30 days.
Real-world timelines vary:
- 📦 Return approval: ~3 days
- 📤 Shipping & processing: ~1–2 weeks
- 💳 Refund issuance: 3–5 business days
While some refunds are completed in 2–3 weeks, delays can happen - especially during busy periods. If you haven’t received a refund 10 business days after delivery, follow up with support and provide tracking info.
Samsung’s refund methods - how you'll get your money back
- 💳 Original payment method only – Refunds are issued back to your credit/debit card, PayPal, or Afterpay/Zippay.
- 🔒 No alternate cards – Refunds cannot go to different accounts or as store credit.
- ⌛ Timing – Once processed, most refunds appear in 3–5 days (credit card) or 1–2 days (PayPal).
- 🔁 Exchanges – Typically handled as a refund + new charge. Price differences are adjusted accordingly.
Samsung does not issue refunds via gift cards or cheques.
Common refund issues with Samsung
- ❌ Opened item = no refund – Even turning on a phone voids your change-of-mind eligibility.
- 🕒 Slow label delivery – Some users report delays in receiving return instructions.
- 📸 Proof disputes – Keep photos and weight receipts. Some customers have had items “go missing” in transit.
- 💤 Long wait times – Refunds may lag weeks with little communication. Follow up persistently if needed.
- 🔁 Retailer vs Samsung – If you bought through JB Hi-Fi or another store, Samsung’s return policy won’t apply.
Samsung cases submitted through Ajust
I returned my faulty Samsung TV over a month ago, but the refund never came. I had to chase the case manager multiple times just to confirm the pickup. Even after they said the refund was approved, nothing arrived. I'm still waiting, still following up, still getting no answers. - Digvijay
I cancelled my Samsung order less than 24 hours after placing it, but they still charged me twice through Afterpay. Despite endless emails, they said I’d be refunded once the item was collected-even though I never received anything. The stress of chasing this down has made my health worse. - Adele
Samsung agreed to a refund after their delivery team dropped and damaged my dishwasher, but now they’re offering just $200. The damage caused a serious injury in my kitchen, and I lost both the broken unit and my old one. I’m still waiting for proper resolution. - M
I bought a Z Fold 6 and a Galaxy Watch, but a month later, neither item had arrived. Samsung took the full payment upfront and kept me in the dark. This feels completely illegal, and I’ve had no support or clarity on my refund. - Martin
Customer experiences with Samsung refund cases
Easy store return – A customer returned an unopened phone at a Samsung Experience Store and got refunded in minutes.
“Missing phone” nightmare – One user returned a phone, only for Samsung to claim the box was empty. After weeks and a formal escalation, the refund was finally approved.
PayPal to the rescue – Another customer opened a PayPal dispute after weeks of refund delays and received their money back immediately.
How Samsung Refund Policy Compares to Competitors
- JB Hi-Fi – Offers 30 days for change of mind (unopened items). Refunds can happen instantly in-store.
- Kogan – Refunds usually issued as store credit. This policy often doesn’t apply to Samsung products sold via Kogan.
- The Good Guys – No formal change-of-mind policy. Refunds or exchanges are discretionary.
- Apple – Allows returns even if opened, within 14 days. More flexible than Samsung.
📝 Summary: Samsung’s 14-day refund policy is strict (unopened only) and applies only to direct purchases. It’s not as flexible as Apple’s or as fast as JB Hi-Fi’s, but it is clearly defined.
Official Samsung Refund Resources & Links
- 📄 Samsung Change of Mind Policy
- 🛍 Samsung Branded Retail Returns Policy
- ❓ Samsung Returns & Cancellations FAQ
- ☎️ Samsung Customer Care – Call 1300 362 603 or use Live Chat
Samsung Refund FAQs
Can I return a Samsung phone if I’ve opened the box?
No, powering on or opening a Samsung device voids change-of-mind return eligibility. Samsung’s 14-day return policy only applies to unused, unopened products bought directly from Samsung. Even a powered-on phone counts as used. If the item is faulty, your rights under Australian Consumer Law still apply.
How long does a Samsung refund really take in Australia?
A full Samsung refund can take up to 30 days, but often takes 2–3 weeks. Expect around 3 days for approval, 1–2 weeks for return shipping and inspection, and another 3–5 business days for the money to appear. If delays exceed 10 business days after delivery, follow up with Samsung and provide tracking info.
What if Samsung refuses my refund or says the item is missing?
If Samsung disputes your return, keep all proof and escalate fast. Some customers report Samsung claiming returns were empty or used. Always photograph packaging, retain shipping receipts, and if needed, escalate through PayPal, your bank, or a consumer advocate like Ajust to push for a resolution.
Do third-party stores like JB Hi-Fi follow Samsung’s refund policy?
No, Samsung’s refund rules only apply to direct purchases from Samsung. If you bought your device through JB Hi-Fi, The Good Guys, or another retailer, their return policies-not Samsung’s-will apply. Always check the store’s policy and timeframes before requesting a refund or exchange.
You deserve your money back, don’t let it slip away.
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