BestBuy.com

[impasse]

hello, i was unable to find this specific information on the return policies page; it mentions prepaid phones as well as unopened items/phones are exempt from a restocking fee, and that open box items have the same return policies as normal items. it does not however, state whether an open box, unlocked cell phone is also subject to a restocking fee. while i imagine it would still be, it does not confirm (though starting the online return process it does say "A $45.00 return fee may be deducted from your refund.").

i would think an open box item would be impossible to return "unopened" and thus would always be subject to a restocking fee maybe unless it was defective, but i just wanted to confirm whether it might be exempt (since it's technically already been opened), before i try to return it. it has been opened and tested to make sure it worked, but i am still within the return period as it's only been a week, and a better phone went on sale for less than what i paid for this phone, but it's not worth paying a $45 restock fee over. thank you!

[geishafish]

If I remember correctly there is not restocking fee on open box items - but a forum moderator will be by to clarify shortly. They would be the ultimate authority on it, but if my memory serves, there wouldn't be one on it.

[KyleR-BBY Senior Social Media Specialist]

Hi, impasse,

Welcome back to the forums. Thanks for reaching out to us about this. That's a great question.

Our website should warn you if the item you are buying has a restocking fee at checkout. In general, open box items won't have a restocking fee, but in some situations there may be. If you don't recall if there was a notification on your checkout page, your best bet is to reach out to your local Best Buy to see if the item can be returned without a restocking fee.

Please let me know if you have any questions.

Sincerely, 

[impasse]

Hi Kyle, I appreciate the prompt response, but I specifically noted that the reason I was asking was because the written policy was unclear, and this was a bestbuy.com purchase. I do not recall seeing anything about a restocking fee during checkout, and as a check, I went through the the checkout process again with another open-box phone, and it also does not show a restocking fee notification on the page. However, like I'd mentioned, starting the return process online does say "may" be charged the fee.

As you might imagine, I don't want to go through all the trouble of wiping the phone, repackaging everything, dropping it off at UPS, etc. just to be charged a fee in a couple weeks, after the process has been completed and I've already purchased another phone, and then having to come back and try to get that fee credited (as others have here on the forums), so if there's any way you could provide specific guidance (if there is any official policy on open-box cell phone returns/restocking fees), that would be much appreciated.

If however, you are saying that there should be no restocking fee since there was not one showing during checkout and that open-box items generally do not have the fee, then I will go ahead and get the return process started, despite the warning on the Start Your Return page. Thank you very much!

[KyleR-BBY Senior Social Media Specialist]

Hi, impasse,

Can you please send along a private message through the link in my signature with your name, email address, phone number, and order number? I can check on your specific order to see if I can find a more definitive answer for your particular situation.

Sincerely,

[impasse]

Hi Kyle, apologies for the delay in responding; they decided to keep the phone after all. Thanks for your help anyway!

[KyleR-BBY Senior Social Media Specialist]

Hi, impasse,

That's great news. Thanks for letting me know. I hope that phone is working out great for them.

If you ever need help in the future, please don't hesitate to reach back out to us.

Sincerely,