You may request a return for a Samsung Online Order which will be reviewed in accordance with Samsung’s Online Store return policy.

To start a return request, you can either login to your Samsung Account and navigate to the My Orders page here, or you may open your order directly without logging in at the Orders page here.

Should you have any further questions or concerns please contact our Customer Care team on 1300 362 603 or chat with us here.

If your order is eligible for an Online Store return, you will see a Return button and an Exchange button to the right of your order details.

1. The Return button can be selected to submit a request for a refund in accordance with Samsung Australia’s returns policy.

2. The Exchange button can be selected to submit a request for a replacement product in accordance with Samsung Australia’s return policy.

Once you have selected your request, select the product(s) that you would like to return or exchange, by ticking the box to the left of the product image.

Next, select the return reason, quantity to be returned and the relevant serial or IMEI numbers of the product(s). Please ensure that your return request reason is within Samsung Australia’s return policy found here.

Upload evidence (such as your proof of purchase) to support your return request by clicking the ‘Upload evidence’ button. The file type uploaded must be in.png, .jpeg or .jpg file formats and no larger than 3mb.

Evidence should be in the form of pictures of the product and packaging as detailed in [What are the Return Request Policies?].

Once all evidence is uploaded click ‘Request return’ or 'Request exchange’ to submit the details to Samsung Australia for review.

We will endeavour to provide you with an outcome of your return request within 3 business days.

A customer may be able to request an Online Store Return if one of the following scenarios apply.

Please note that nothing in the Policy is intended to exclude, restrict or modify any rights that you may have under Schedule 2 of the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law) or any other applicable legislation which may not be excluded, restricted or modified by agreement.


1. Change of Mind (for Eligible Mobile products only)
Samsung Electronics Australia Pty Ltd (ACN 002 915 648) (Samsung Australia) has a change of mind policy for eligible consumers who purchase an eligible ‘Mobile Product’ from the Samsung Online Store.

Eligible ‘Mobile Products’ mean a Samsung smartphone, tablet, or wearable device, or accessory related to such a device, that a consumer purchases directly from the Samsung Online Store here.

Eligible consumers can request an exchange or refund of their Mobile Product if they change their mind after purchase, providing that they submit a request to Samsung Australia within 14 days of delivery and their Mobile Product is unused and in a re-sellable condition (e.g. the packaging is unopened, the seal is intact and all in-box items are in the box).

Please note that exchanges are limited to a different colour of the same model and refunds can only be made to the original payment method used by the consumer.

Please see the Samsung Online Store Change of Mind Policy for Mobile Products for full terms and conditions.

When submitting a return request please ensure that you submit images that include the below:

1. The model and serial number of the product received, for guidance see here.
2. Confirmation that the product is in a re-sellable condition, unopened, seal intact and undamaged. For example, a photo of your product.


2. Incorrect Item Delivered
If you believe that the product(s) delivered are different to those that you have ordered, first double check the model number provided on your invoice or within the My Orders page, here. If you have received the wrong product please proceed to request a Return or Exchange.

When submitting a return request please ensure that you submit images that include the below:

1. The model and serial number of the product received, for guidance see here.
2. Any delivery details on the outside of the package.
3. Any delivery information slips within the package.


3. Better Deal Found
If you have found a better deal elsewhere and would like to return an order please check the Change of Mind Policy that covers this request. Before returning this order, please also make sure that your eligible mobile product is in a re-sellable condition, unopened, the seal is intact and the product is undamaged.

You may also be eligible for the Samsung Price Promise program for both big and bulky and hand held items, full details of which can be found here. Check your eligibility, submit a request, and if you meet the terms and conditions of the program we'll match the cheaper price and refund the difference to you.


4. Defective or Doesn't Work
If your received product is defective or doesn't work due to a manufacturing fault, you may submit a request for return within 30 days of your order's delivery date (confirmed as per the proof of delivery).

We may request that a product inspection be carried out by a Samsung Authorised Service centre.

For defective goods, you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced (where available) if the goods are not of acceptable quality and the failure does not amount to a major failure.

When submitting a defective product return request please ensure that you submit images that include the below:

1. The model and serial number of the product received, for guidance see here.
2. The reported defect
3. A job report from a Samsung Authorised Service Centre


5. Product Damaged During Delivery
When receiving your order should damage to the product or packaging be seen at the time of delivery please reject the delivery and the carrier will return the product to Samsung Australia's warehouse for a full refund, however, should damage be concealed in packaging please submit a request for return or exchange for review.

A request for return or exchange for an order damaged during delivery must be submitted within 30 days of your order's delivery date (confirmed as per the proof of delivery) and we suggest checking the product condition as soon as possible after delivery, even if the product is not intended for immediate use.

For damaged goods you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced (where available) if the goods are not of acceptable quality and the failure does not amount to a major failure.

Please note that an inspection may be required and should the damage be deemed to not be related to delivery Samsung Australia may reject the request and you will receive a rejection email.

When submitting a return request please ensure that you submit images that include the below:

1. The model and serial number of the product received, for guidance see here.
2. The damage to the product
3. The packaging of the product

Should you have a request that is outside of the above return reasons and policy please do not hesitate to contact our Customer Care team on 1300 362 603 for assistance.

Once a request for return or exchange has been made your supporting evidence will be reviewed against Samsung Australia’s return policies and if there is any further information required a Samsung Customer Care representative will reach out by phone or email, so make sure you have your phone close by!

We will endeavour to provide you with an outcome of your return request within 3 business days.

Should your return request be approved you will receive an email confirmation with details on next steps.

For big and bulky products delivered by a courier in a truck these will need to be collected by a courier with a truck and returned to Samsung Australia's warehouse before a refund or exchange can be provided.

Once a courier has been assigned you will receive contact via phone call or SMS message to confirm a date for collection. Please note that this may take up to 5 business days.

For small hand held items received via Startrack these may be sent back to Samsung Australia via Australia Post. Once the return or exchange request is approved you will receive a free Australia Post return connote via email within 24 hours that can then be used to send an item back at any Australia Post Australia wide. Please keep the return receipt handy should you need to track this return at a later date. Please also ensure that you provide your return to Australia Post within 7 days of receipt of the return label.

Whether big and bulky or small and hand held, once the product reaches Samsung Australia's warehouse in Sydney it will be inspected to ensure that it matches the details submitted within your return request and if these checks pass your requested remedy will be provided;

1. Refund within 3 business days, or
2. Exchange item shipped and delivered within the standard delivery turn around time found here.

There will be no charge for returning eligible Mobile Products within the return period (14 days from when you receive the eligible Mobile Product) under Samsung’s Change of Mind Policy.

You may cancel an order on the Samsung Online Store while the order cancel button is available, log in to your Samsung Account and navigate to the below:

My Orders > Track my order > Click on the 'Cancel' button

If this cancel button is no longer visible then your order has shipped and cancellation is no longer possible as the order is on the way to you. Once received please review Samsung Australia's return request reasons, [here](What are the Return Request Policies?), to see if you are eligible for a return.

Please note that packaged products can only be cancelled altogether, partial cancellation is not possible.

If you are eligible to receive a refund, the refund can take up to 3 business days from receipt of the products at our warehouse. However, the refund period may vary depending on the payment method and subject to processing duration of the payment agency.

An exchange will be shipped and delivered within Samsung Australia's standard delivery turn around time found here.

Please note that nothing in the Policy is intended to exclude, restrict or modify any rights that you may have under Schedule 2 of the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law) or any other applicable legislation which may not be excluded, restricted or modified by agreement.

Once you have been approved for a return or exchange, you will also receive an Australia Post return connote via email. Upon receiving this information you have 7 calendar days to use this at an Australia Post Office location Australia wide.

Should the return connote not be used within 7 calendar days, your return request will be cancelled.

For Samsung Online Store Pickup orders that have already been collected you may follow the return request process detailed [here](How do I Request a Return?).

If you have yet to collect your Store Pickup order then this will be cancelled automatically for a refund after 7 calendar days, however, should you like to request cancellation earlier than this please feel free to contact the relevant store directly here.

After this return is requested the store will package your order and send this back to Samsung's warehouse for confirmation of return and refund.