06-14-2019 04:01 PM
Hi there, Lauramcjk,
Thank you for joining our community forums and taking the time to reach out to us about this return. I'd be happy to give you some more details about our Return & Exchange Promise. We are typically required to have a proof of purchase when processing a return or exchange. I would recommend contacting the original purchase of these earphones. We would then be able to help you look in to what options we have available to assist you. Please let me know if you have any other questions I can help with!
06-14-2019 06:33 PM
If the original purchaser has a My Best Buy account this purchase is likely in their history. They can also contact us here using their own forum profile and by phone at (888) BEST-BUY or (888) 237-8289 so we can continue to look for this receipt.
06-15-2019 09:58 AM
We do record the serial number for certain products. We would be glad to help the original purchaser look for this receipt if they were to reach out to us directly.