Samsung

refund policy – how to claim your money back

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.

1. Contact Support – Visit Samsung’s website or call Customer Care within 14 days of purchase/delivery.
   
   
2. Submit Return Request – Provide your order number and request a return (change of mind or faulty).
   
   
3. Provide Photos – You may be asked to send photos verifying the item is unopened or documenting the fault.
   
   
4. Receive RMA & Shipping Label – Samsung will issue a Return Merchandise Authorisation and prepaid label.
   
   
5. Return the Product – Pack it securely and drop off at Australia Post. For large items, Samsung may arrange pickup.
   
   
6. Inspection & Approval – Samsung inspects the item before processing your refund or exchange.
   

Samsung states the full return process (approval, shipping, inspection, and refund) can take 21–30 days.
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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.

• 💳 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.

• ❌ 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.