To return a Samsung phone purchased from Samsung.com within the U.S., you must initiate the process within 15 days of delivery and contact Samsung Order Support to receive a return label by email.
Samsung's 15-day return window
Samsung's U.S. return policy for phones bought directly from Samsung.com gives you 15 days from the delivery date to submit a return request. Any return request made after the 15-day window will not be accepted. Confirm your order is still within this period before proceeding.
Preparing your Samsung phone for return
Before shipping your phone back, you must remove all personal data and disable security features. Follow these steps in order:
- Turn off any active security features, such as screen locks or biometric authentication.
- Sign out of all cloud services, including Find My Mobile and any Samsung account services.
- Back up any data you want to keep using Samsung's Smart Switch app, then erase all personal data from the device.
- Boot into Safe Mode to check for conflicting apps by holding the power button, then long-pressing Power Off.
- Clear cache and data for problematic apps via Settings > Apps or Application Manager > select app > Clear cache and Clear data.
- Remove the SIM card, memory card, case, and any accessory you are not returning.
- Perform a factory reset via Settings > General Management or System > Reset or Reset options > Factory Data Reset to restore the phone to its original settings.
- Clean the phone with a soft, lint-free cloth and check the charging port and headphone jack for debris.
Note that Samsung Galaxy phones support wireless charging, so if you are returning a compatible model, you do not need to remove a wireless charging pad from the phone itself. However, you must still remove any third-party wireless charging accessories you are not returning.
Contacting Samsung Order Support for your return label
Once your phone is prepared, contact Samsung Order Support via phone, live chat, or email. Have your order information ready, including the order number, purchase details, and your phone's serial number. Samsung Order Support will email you the return label directly. Do not attempt to print a label from any other Samsung page, as the return policy page itself does not provide labels.
Packaging and shipping the phone back to Samsung
For small items like smartphones, ship the phone back after you receive the return label. Use the original box and packaging if available; if not, use an appropriately sized box with padding. If the product is large, Samsung may require a return pickup instead. Use a trackable shipping method and keep your proof of shipment, such as the tracking number or receipt, until Samsung confirms receipt of your return.
Frequently Asked Questions
How long do I have to return a Samsung phone?
Samsung’s U.S. return policy gives you 15 days from the delivery date. Requests submitted after that are not accepted.
Do I need to factory reset the phone before returning it?
Yes, a factory reset is required to erase all personal data and restore the phone to its original settings.
Do I need to remove the SIM card and memory card?
Yes, you must remove both the SIM card and any memory card before shipping the phone back. These personal items should not be included with the return.
Where does the return label come from?
Samsung Order Support emails the return label to you after you contact them. It is not available for download on the return policy page.
Does Samsung give iPhone or Android setup paths for this return?
No, the Samsung U.S. It only documents the return-specific actions listed above.
What about Verizon and prepaid plan options?
If you purchased your Samsung phone with Verizon and prepaid plan options, the same 15-day return window and preparation steps apply. Contact Samsung Order Support for your return label and follow the same shipping instructions.
Can I exchange my Samsung phone instead of returning it?
Yes, Samsung allows exchanges for phones purchased from Samsung.com within the 15-day return window. Contact Samsung Order Support to initiate an exchange instead of a return.
