Samsung

 returns policy – how to return items easily

14-Day Change of Mind: Samsung allows change-of-mind returns on mobile devices and accessories (phones, tablets, wearables) within 14 days of delivery, but only if the item is completely unused and sealed in original packaging. If the seal is broken or the device powered on, the return may be refused.

Eligible Products: Returns apply to "Hand Held Products" only - phones, tablets, earbuds, smartwatches. TVs, monitors, and appliances are excluded from this policy unless covered by a specific promotion.

Store vs Online: Whether you bought online or from a Samsung Experience Store, the 14-day return window applies. In-store returns require proof of purchase and unused condition.

Third-Party Retailers: Samsung’s return policy only applies to purchases made from Samsung.com/au or Samsung stores. Bought through JB Hi-Fi or Telstra? You’ll need to follow that seller’s return policy.

Samsung Care+ and Trade-Ins: Trade-in credits and Samsung Care+ coverage can affect return eligibility. These cases may require direct consultation with Samsung.

Faulty or Dead-on-Arrival Items: If a product is defective, you’re fully covered under Australian Consumer Law. Faults reported within 30 days are often refunded or replaced immediately. After that, your product is covered under warranty and ACL rights.

Step 1 – Contact Samsung Support: Call 1300 362 603 or reach out via Live Chat or Samsung’s support site within 14 days of receiving your item.

Step 2 – Provide Details: You may be asked for order confirmation, serial number, or photos of unopened packaging. Samsung needs proof the item is unused and in original condition.

Step 3 – Receive Prepaid Label: If approved, Samsung will email you an Australia Post e-Connote (prepaid return label). Print and attach this to your package.

Step 4 – Pack and Send: Return the product in its original packaging, with all accessories, unused and sealed. Drop the package at any AusPost outlet or follow Samsung’s courier pickup instructions (for large items).

Step 5 – Track Your Return: Retain your lodgement receipt and tracking number. Samsung will inspect the item upon arrival, then issue a refund or exchange if approved.

14-Day Deadline: Returns must be initiated within 14 calendar days of receiving your order. No exceptions unless Samsung is running a special return promotion.

Unopened Only: Items must be in original, sealed, resalable condition. If you power on or unseal a device (even briefly) Samsung may decline your return request.

Refund vs Exchange: You can opt for a refund or exchange (same product, different colour only). For other models, a new order must be placed separately.

Faulty Returns: For dead-on-arrival or faulty products, Samsung typically offers fast replacements within 30 days. After that, warranty repairs or ACL-based remedies apply.

Inspection Period: Once received, Samsung usually assesses and approves returns within 3 business days.

Samsung Pays: If your return is approved, Samsung covers all return shipping costs via a prepaid AusPost label or arranged courier.

Drop-Off or Pickup:

• Small items: Drop off at Australia Post with prepaid label.
  
  
• Large items: Samsung arranges courier pickup from your address.
  

No Restocking Fees: Samsung doesn’t deduct return or handling fees as long as the item meets return criteria.

Tracking Proof: Use Samsung’s prepaid label and keep your tracking number until your refund is processed. If Samsung’s courier loses the item, they’re responsible.

Refund Method: Refunds are sent to your original payment method - credit card, PayPal, or finance provider.

Timing: Samsung generally processes refunds within 3 business days after product inspection, but the full process may take up to 21–30 days total, including transit and payment provider delays.

Partial Refunds: If accessories or packaging are missing, or the product is deemed used, Samsung may reject or partially refund the return. Be meticulous with packing.

Promo Considerations: Promotional bundles (e.g. phone + free earbuds) must be returned in full. If not, Samsung may deduct the value of missing items from your refund.