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New Member
Posts: 4
Registered: ‎05-19-2021
Accepted Solution

Restocking fee on defective phone?

Purchased a OnePlus 8T online and it was defective out of the box (screen burn in/image retention not able to be solved by Oneplus’ troubleshooting steps). I returned it via mail and just received my return receipt. The restocking fee was charged despite it being defective. It was my understanding the restocking fee didn’t apply for defective phones, or is that Incorrect?
Posts: 10,118
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Registered: ‎11-10-2008

Re: Restocking fee on defective phone?

If an item has a verifiable defect and Best Buy is aware of it, my thinking is that no - you are not responsible for the defect and should receive a full refund. I am wondering if you returned it, you explained the defect and when you called to return, they documented that on your return.

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Valued Expert
Posts: 8,211
Registered: ‎02-25-2013

Re: Restocking fee on defective phone?

If you opt to return the defective phone instead of getting a working replacement then it is a return and the re-stocking fee applies. 

 



I am not an employee of Best Buy. All opinions and comments are my own.

 

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New Member
Posts: 4
Registered: ‎05-19-2021

Re: Restocking fee on defective phone?

There wasn’t stock for a replacement at the moment. I read in multiple threads here that the restocking fee was waived for defective phones but I’m not sure if the policy changed or those were exceptions they made
New Member
Posts: 4
Registered: ‎05-19-2021

Re: Restocking fee on defective phone?

They did ask me the reason for the return and I told them about the screen issues and that I had troubleshooted with Oneplus but no luck so I was told to return/exchange to the retailer. Not sure if they noted it.
Posts: 3,088
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Registered: ‎10-19-2017

Re: Restocking fee on defective phone?

Greetings, allanlgz!

 

Welcome to the Best Buy Forums!

 

I appreciate you choosing us for your OnePlus 8T phone purchase. Per our Return & Exchange Promise restocking fee, 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. If the item has been opened, there will be a restocking fee.

 

I would like to review this for you, but first, I am going to need some more details. Please, private message me with your order number, full name, phone number, and e-mail address connected to your BestBuy.com account. To send it, click on the blue “Private Message” button next to my signature. I look forward to hearing from you.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎05-19-2021

Re: Is there still a restocking fee on defective items?

There was no response or position regarding the fee in the complaint response, so I have no idea what BestBuy decided because it was not communicated to me. it just states I was contacted and it was resolved. I was told I would be called back by another department to help with that but I never was.