07-21-2019 11:46 PM
07-24-2019 11:41 AM
Hi there, ra_ra515!
Welcome to the Best Buy Forums and thank you for reaching out to us!
Upgrading your phone should be a fun and easy experience, so I can imagine your disappointment having discovered the device you received was damaged. We apologize about any inconvenience this may have caused, as I know that dealing with a damaged phone screen is not optimal.
While our Return & Exchange Promise does typically allow the return of mobile devices with a correlated restocking fee, please note that items returned that are damaged, or not in a like-new condition. would be considered final sale and nonreturnable. Eligible returns are usually fulfilled in store if the item was purchased there. Have you had a chance to attempt to return the item in store? While I cannot guarantee any particular outcome, I'd be glad to see if I can offer any additional assistance with this. Can you please send me a Private Message with your full name, phone number, and email address? To send a Private Message, please click the "private message' option below . I look forward to your reply!