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Posts: 1
Registered: ‎01-20-2019

Unable to exchange broken case for video game?

Is this a new Best Buy policy or something?  I bought a game I picked up March 27 and found out the case was broken upon returning home.  When I went to the store to try to get a replacement case (the game itself looked undamaged from the significant case damage, but I brought it in a separate case in the event I couldn't simply get a different PS4 case, which would be a much cheaper exchange), I was told that I could do no exchange because the game had been opened.  You can't see the case damage when it's unopened, so I'm not sure how that policy is supposed to work?

Posts: 705
Topics: 31
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Solutions: 50
Registered: ‎02-08-2019

Re: Unable to exchange broken case for video game?

Hey, Ryos,


Thanks for reaching out! I'm sorry to hear that your game case was broken, that is certainly never fun. From our Return & Exchange Promise, opened physical copies of video games can only be exchanged for an identical item, so another copy of the game. We wouldn't be able to exchange just the case, as we do not stock extra cases.






Meg|Social Media Specialist | Best Buy® Corporate
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