Problems With An Order - Damaged in Shipping, Defective or Incorrect Items

Returning Defective or Incorrect Items

  1. 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 a Best Buy store — and we will 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). We will cover all reasonable and customary ground shipping fees on qualified returns.
  2. If you return a cell phone with a service plan, be sure to tell us if you want us to cancel service with the carrier. If you fail to have us cancel service, you may still be charged by the carrier for wireless service.
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