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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 ‎08-06-2020 06:24 PM by Social Media Specialist Social Media Specialist (450,905 Views)

 What is the Return & Exchange Promise?



 We at Best Buy work hard every day to enrich the lives of our customers through technology, whether you come to us online, visit our stores or invite us into your home. If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair.


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




Return & exchange periods


If you want to return or exchange your purchase, please know that the time period begins the day you receive your product and applies to new, clearance, open-box, refurbished and pre-owned products.


Member status


My Best Buy® Elite members

My Best Buy® Elite Plus members

Most products

15 days

30 days

45 days

Cell phones, cellular tablets and cellular wearables

14 days 14 days 14 days

Major appliances

15 days

15 days

15 days



Questions about your new computer? We've got answers whenever you need them.


Our agents are available 24 hours a day, 7 days a week.  Give us a call toll-free at 1-866-501-9356.


We want to be sure you are getting the most out of your new computer from Best Buy.  So, if you have questions or need help, call us for expert assistance.  This service is available for 2 weeks after your purchase date.




Restocking fees


Some items we sell (see below for the detailed list) 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 (exclude prepaid phones), cellular tablets and cellular wearables


Drones, DSLR cameras and lenses, mirrorless cameras and lenses, leg and body recovery systems, premium camcorders, projectors, projector screens, 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 at a store



You may return any item purchased on at any Best Buy store. For faster return processing, please bring your packing slip (if you received one), or your receipt, the credit card used to make your purchase, and a valid photo ID.  If local regulations have prohibited us from re-opening your local store, you may return your item(s) via our curbside service.

Find a store






Use our prepaid return label




You will get free shipping on your return by using our pre-paid label.  Follow the instructions for printing a Prepaid Return Label. Include the packing slip (if you received one) 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. Some exclusions apply.




How to return a major appliance:


We want you to be satisfied with your purchase from us.  Before you accept delivery of your major appliance, please inspect it.  If any issue exists, you may refuse delivery.  Once you have accepted delivery (or if you brought the major appliance home yourself), you have 15 days to contact us regarding defects, damage or other issues.  Please do not contact the store.  Please call 1-800-304-1259 between 8 a.m.-9 p.m. CT, 7 days a week.


Refund method and 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 7-15 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.



Returns info:


  • Items need to be returned in a like-new condition.  Items that are damaged, unsanitary, dented or scratched may be denied a return.
  • Please return items with all accessories and packaging.  If you do not, we may either deny the return, or allow a return with a nonrefundable deduction on your refund for what is missing.
  • If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased.
  • All Final Sale merchandise cannot be returned.  Other nonreturnable purchases include custom orders, personalized orders, digital content, prepaid cards (including third-party gift cards), gift packaging, memberships, completed services, bidets, opened consumable items including batteries, cleaning agents, oils, fuel, ink and 3D printer filament.


Special considerations:


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 during your return and exchange time period to Best Buy 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).



Returns lacking 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.



Connected and Wi-Fi 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.  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 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, (including third-party gift cards), gift packaging, memberships, completed services, bidets, 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.



Entertainment products

Opened computer software, movies, music, video games, books, video game guides and sheet music 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.



Microsoft Office cards

Cards that have not had their key code scratched off are returnable for 30 days for all customers (including My Best Buy Elite and My Best Buy Elite Plus customers).



Best Buy Express™, Best Buy For Business™, and Best Buy Education™ returns at a 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, Google) is listed on those websites.



Subscriptions and services 

Return and refund details on subscriptions and services are found in their terms and conditions. If you have purchased a service that you have not used, but you now wish to return and you are unable to return in a store, please contact us at 1-888-BESTBUY (1-888-237-8289).



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.



Pacific Kitchen & Home products

For questions regarding returns and exchanges of Pacific Kitchen & Home products, see the Pacific Sales Kitchen & Home Returns & Exchanges Policy.



Gifted Total Tech Support

A Total Tech Support gift package with an unexposed activation code may be returned at a store by the purchaser for a refund, or by the gift recipient for store credit within 30 days of purchase (45 days if the purchaser is a My Best Buy Elite Plus member). Cancellation and refund details on Gifted Total Tech Support memberships that have been activated are found in the Total Tech Support Terms of Service.



Special 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.






Best Buy may run tests of the Return & Exchange Promise in select locations and may amend these terms at any time.
Effective date: June 4, 2020