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What is the Return & Exchange Promise?

by Retired: Senior Social Media Specialist on ‎06-17-2014 01:35 PM - edited on ‎06-27-2018 04:14 PM by Social Media Specialist Social Media Specialist (422,700 Views)

 What is the Return & Exchange Promise?



 We promise to be your trusted partner for technology by delivering the advice, service and convenience you deserve – all at competitive prices. If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair.


You can return or exchange most products within 15 days for a full refund. Simply bring your item(s) to us with all contents and packaging, proof of purchase and ID, and we will process your return or exchange. A restocking fee, as noted below, does apply to some product categories.


If you are not already a member, please consider joining our My Best Buy program. It is easy and free. You will not only enjoy points from your Best Buy purchases, but as your points add up, you can reach Elite and Elite Plus status, and receive an extended returns and exchanges period of 30 or 45 days, respectively, instead of 15 days, on most purchases.


You can return or exchange mobile phones and other carrier connectable devices within 14 days for a refund, minus a $35 restocking fee. This return period also applies if you are a My Best Buy Elite or Elite Plus member.


You'll find additional details on our Return & Exchange Promise below.




Return & Exchange Periods

Time period begins the day you receive your product and applies to new, clearance, open-box, refurbished and pre-owned products.


Product Category 


My Best Buy® Elite Members

My Best Buy® Elite Plus Members

Most Products*

15 days

30 days

45 days

Cell Phones, and Devices that Can Be Activated

14 days

14 days 14 days

Wedding Registry Items

60 days from date of purchase for most products

60 days from date of purchase for most products

60 days from date of purchase for most products

*Vivint brand products have a 15-day return and exchange policy for all customers



Restocking Fees

The following items have a restocking fee if returned by any customer, including My Best Buy® Elite and My Best Buy® Elite Plus customers.



Returns Fee

Cell Phones and Devices that Can Be Activated, and Unlocked Phones


Built-In Cooktops, Built-In Refrigerators, Built-In Wall Ovens, Drones, DSLR Cameras and Lenses, Mirrorless Cameras and Lenses, Projectors, Rideables and Special Order Products

15% of item purchase price


There is no restocking fee if the product is unopened or if the purchase and the return both occur within: AL, CO, HI, IA, MS, OH, OK, SC and where prohibited by law. The restocking fee will be taxed in select states.


How to Return an Item



Gather the purchases you want to return, along with the original contents and packaging.





Return in Store



You may return any item purchased on at any Best Buy store. For faster return processing, please bring your receipt or packing slip, the credit card used to make your purchase, and a valid photo ID.

Find a store






Return by Mail via the Carrier of Your Choice






Place the Return Form portion of your packing slip in the box with your return. If you do not have your packing slip, you may get a pre-populated Return Form by looking up your order. If you can't locate your order, print a blank Return Form and fill it out. Then, place the completed form in the box with your return. Put the return label on the package, add postage and mail it via the carrier of your choice.







Use Our Prepaid Return Label




Pay nothing up front. Follow the instructions for printing a Prepaid Return Label. Include the packing slip or Return Form in the box with your return. Put the prepaid return label on the package and take it to an authorized UPS drop-off location. The return shipping fee may be deducted from your refund.




Refund Method & Timing


With a few exceptions, we will reimburse you for returned items in the same way you paid for them. If you prefer, you can make an exchange for the same item.


For returns by mail, once we receive your return, we will process it within 2–3 business days. Depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account.


If you paid more than $800 in cash or more than $250 by check or by a debit card without a major credit card logo, we will refund you by check within 10 business days. Any amounts deducted from a gift card will be credited to the gift card. If you no longer have the gift card used for an order, please call us at 1-888-BEST BUY (1-888-237-8289) with your order number handy, and we'll be happy to send you a replacement.


Special Considerations


If you return an item using a prepaid method from our Online Returns Center, and the reason for return is not a result of a Best Buy error, the cost of return shipping will be deducted from your refund.


Estimated return shipping fees will be displayed within the Online Returns Center when you are choosing the prepaid return label method for your return.


If the return is the result of a Best Buy error, we'll refund return shipping costs as well.


Damaged, Defective or Incorrect Items

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it to a Best Buy store and we'll arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289). We will cover all reasonable and customary ground shipping fees.


Delivery of Major Appliances

Once delivery is accepted by a customer, if defects and/or damage is identified please contact Best Buy within 48 hours of the delivery day. Contact Best Buy by calling 1-888-BEST-BUY (1-888-237-8289).


Connected Devices

Please make sure that all data has been removed and the device is no longer linked to any cloud account or to any other device so that we may accept the return of this product.



Cell Phones and Devices with a Carrier Contract

If you decide to return a phone or device with a carrier contract, you are responsible for canceling your service contract with the carrier, and for all carrier charges. 
There are two ways to return your phone or device and cancel your service:

  • Return your device to a Best Buy store. Be sure to tell the store associate that you want to cancel your service. Carrier service cancellation policies may vary.
  • Call Best Buy Mobile at 1-877-702-2211 (6 a.m. to midnight, CT) for instructions on how to return the device by mail. Let the phone associate know that you want to cancel your service.



Final Sale and Nonreturnable Items

All Final Sale merchandise cannot be returned. Other nonreturnable purchases include custom orders, digital content, prepaid cards, gift packaging, memberships, completed services, opened consumable items including batteries, cleaning agents, oils, ink and 3D printer filament, and items returned that are damaged, unsanitary, missing major contents or not in a like-new condition.




We will provide you store credit for the purchase price of a gift you return in store. For gifts returned via mail, we will credit the gift purchaser and notify them via e-mail.



Wedding Registry Items

Most items purchased from the Wedding Registry can be returned within 60 days of purchase. Items need to be linked to the Registry at the time of purchase to receive the extended return period. The 60-day return term applies to all customers including My Best Buy Elite and Elite Plus customers and to all products sold by Best Buy, except for cell phones and devices with a carrier contract which can be returned within 14 days of purchase. All other terms and conditions of the Best Buy Return & Exchange Promise apply.



Software, Movies, Music and Games

Opened computer software, movies, music or video games can only be exchanged for an identical item.




We are happy to accept returned apparel that has not been used, worn, laundered and has its original tags attached.



Missing Packaging or Accessories

If you do not have all the original packaging or accessories, that's okay too. We can process a return with a deduction on your refund for what is missing.



Best Buy Express™, Best Buy For Business™, and Best Buy Education™ Returns in Store

Most products you buy at a Best Buy Express location, or though Best Buy For Business or Best Buy Education can be returned at our stores.



Custom Orders

Custom and personalized orders made especially for you are nonreturnable. Custom Order items are items where a customer has requested specific attributes (e.g., finish, color, size) or where a manufacturer builds only to order.



Bundle or Promotional Discount Items

If you return an item bought as part of a bundle or with a promotional discount and you do not return everything — not to worry. We will reimburse you for what you do return, minus the value of the discount or freebie.



Purchases from a Best Buy Marketplace Store

The return policy for purchases made from a Best Buy Marketplace Store at a third-party website (e.g., Amazon, eBay) is listed on those websites.



Subscriptions and Services 

Return and refund details on subscriptions and services are found in their terms and conditions.



Magnolia Design Center Products

Magnolia Design Center products can be only returned to Best Buy stores that have a Magnolia Design Center inside. Bring the item, the payment method used to make the purchase, and a valid photo ID. Find a Magnolia Design Center.


Other Important Information





Privacy Protection

Please remember to remove your personal data and other information from the products you are returning. To learn more about our privacy practices, please see our Privacy Policy.



Export Regulations

If you live outside the United States, please remember to comply with all U.S. Export Administration Regulations and control laws, and know that return shipments to Best Buy need to occur within the U.S.



Why We Need Your ID

Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchase. Reimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursed. We accept U.S., Canadian, and Mexican Driver's Licenses; U.S. State ID; Canadian Province ID; Matricula Consular; U.S. Military ID; Passport; U.S. Laser Visa; and U.S. Permanent Resident Card. Our third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returns. If we caution you or deny your return, you may request a copy of your Return Activity Report by calling 1-888-224-1920.





Best Buy may run tests of the Return & Exchange Promise in select locations and may amend these terms at any time.
Effective date: May 30, 2018