Support

How do I take part in the Buy & Try promotion?

You can take part in our Buy & Try offer by simply purchasing an eligible phone from a participating Samsung Experience Store between August 24 and September 20, 2020. You can then enjoy your phone for up to 90 days.

If you're not satisfied, then no problem. Simply send your device to us for a refund.

How do I get my refund?

Not satisfied with your purchase? No problem. You can request a refund by following these steps:

1. Visit the Initiate Return page and fill out a return request. You'll just need to provide a few details about your purchase and some personal information.
2. We will check your request to make sure you meet the terms of the Buy & Try offer. If you do, we will approve your return request within 2 working days and send you instructions on how to return your phone.
3. Follow the instructions and return your phone using the prepaid postage label sent to you via email. Make sure you do this within 30 days of receiving your approval email.
4. Our technicians will check to make sure your phone has arrived in a good working condition. If it has, we will approve your refund.
5. Refunds will be dispatched within 30 days of us receiving your phone, paid either to your PayPal account or to your nominated bank account.

You can check the status of your refund claim at any time by visiting the Track Return page.

What is the wait period before I can request a return?

There is no wait period. If you're not satisfied, you can request a return at any point up to 90 days after making your purchase.

How many times can I take part in the Buy & Try promotion?

The Buy & Try offer is limited to one per customer and six per household.

Is my phone eligible for Buy & Try?

You can take part in the Buy & Try promotion so long as you have bought one of the phones listed on the eligible products page. Unfortunately, if your product isn't listed here, it won't be covered by the Buy & Try offer.

Why can't I select my purchase date when requesting a return?

If you're unable to select your purchase date when requesting a return, this will be for one of the following reasons:

You've missed the return window:

You need to submit a return request within 90 days of the purchase date to be eligible for the Buy & Try offer.

You didn't make your purchase during the promotional period:

To take part in the Buy & Try promotion, you will need to have made your purchase between August 24 and September 20, 2020. If you made a purchase outside of this period then, unfortunately, you are not eligible to take part in the Buy & Try promotion."

What can I use as my proof of purchase and what should it show?

You can use the store receipt you received with the purchase of your phone. When sending your proof of purchase, make sure the following information is clearly visible:

• Qualifying purchase
• Store location
• Date of purchase
• Purchase price

If you need some help uploading your proof of purchase, select How do I upload my proof of purchase? below.

How do I upload my proof of purchase?

You'll be asked to upload a copy of your receipt when submitting your return request.

How you do this depends on what type of device you're using to make your return request:

I'm using a Windows PC or Mac

If you have a scanner, you can simply scan your receipt and upload it straight to your return request.

If you don't have a scanner, simply take a picture using your mobile phone, tablet or digital camera - or use a scanner app. When taking your picture, make sure the following information is clearly visible:

• What you bought
• Where you bought it
• Date of purchase
• Price you paid

You can then transfer the image to your PC or Mac. If you need some help transferring your image, choose the option that best applies to you from the options below:

• I need to transfer my picture to a Windows PC
• I need to transfer my picture to a Mac

Alternatively, you can email the images to yourself and download from there.

I'm using a phone or tablet

If you are submitting your return request on your tablet or phone, you can take a picture of your receipt using that device and upload the image straight from your picture library.

Uploading your proof of purchase

To upload your proof of purchase, click Choose file then simply find and select the image or PDF file you'd like to upload. If you'd like to upload more than one file, you'll just need to repeat this process.

If you have selected the wrong file by accident, you can remove it using the delete button (indicated by the bin icon).

Once all your files have been uploaded, click Next.

The image of my proof of purchase is too large to upload. What should I do?

If you've had a notification saying your picture file is too large, you'll need to resize it. You can do this in one of the following ways:

If you're using a Windows PC

1. Open the picture in the Windows Photo app. This should happen automatically when you double click it.
2. Click the three dots at the top-right of the window.
3. Select Resize.
4. Select M Best for emails and messages.
5. Give the file a name you'll remember and click Save.

You should now be able to upload this new file with no problems.

If you're using a Mac

You'll find all you need to know under Resize, rotate or flip an image in Preview on Mac.

When you've completed the steps, try uploading again.

If you're using an Android device

1. Open your Android's camera.
2. Select Settings.
3. Set your Picture quality settings to Standard.
4. Take the picture of your proof of purchase again.

Now you should be able to upload this new picture with no problems. If you still can't, try setting your Picture quality to Low.

If you're using an iPhone or iPad

1. Tap the Photos app.
2. Find the picture of your receipt.
3. Tap Edit.
4. Tap the crop button in the bottom-left corner.
5. Tap the white square button in the bottom-right corner.
6. Choose the size you'd like to crop your picture to.

When you've done this, try uploading your image again. If you still can't, follow the steps again and choose a smaller size.

What payment details do I need to provide?

You will need to provide your bank or PayPal account details when submitting your return request.

I've just submitted a return request. What happens next?

When you submit a return request, we will send you a confirmation email to let you know we've received it. Your request will then be checked by one of our agents.

If you have provided all the information needed to move forward with your refund, we will send you an email including details on how to ship us back your phone. You can do this free of charge using the prepaid label we provide you.

When we receive your phone, we will check to make sure it's in a good working condition as defined in the Terms and Conditions. If it is, we will approve your refund. You will then receive your refund within 30 days of approval.

As soon as your refund is being paid, we will notify you by email.

If you'd like to check on how your return is getting along, visit the Track My Return page, enter your Claim ID (you'll find this in your email) and your email address, then click Track.

How do I send you my phone for return?

When we approve your return request, we will provide you with a prepaid label you can use to return your phone.

Please make sure you pack your phone securely so it can make the journey over to us safely. To be accepted for a refund, your phone must be returned in good working condition defined as:

• Undamaged with no chips or cracks
• With its original charging cable and block
• All passwords and personal data removed and BIOS unlocked

How do I check the status of return request?

You can get an update on the progress of your return request any time you like on our website. Simply visit the Track My Return page and enter your Claim ID and email address.

How do I find my Claim ID?

You are given your Claim ID on the confirmation screen just after you submit your return request.

Don't worry if you missed it, we also include your Claim ID in any email updates we send you about your claim. If you're having trouble finding your emails, check your junk folder.

I haven't heard from you in a while. What should I do?

Don't worry, we haven't forgotten about you. So long as you've sent us your device and received your refund approval, you can rest assured that we're getting your refund ready as quick as possible.

We aim to pay your refund within 30 days of the date we received your phone.

If you haven't received an approval email, check your junk or spam folder. Alternatively, you can visit the Track My Return page where you can get a live update on your refund.

When your refund's been fully processed, we'll send you an email to let you know your payment is on its way to you.

You've sent me an email asking for missing information. What should I do?

If you have received a missing information email, that means your return request is currently missing some important details. Before we can move forward with your request, you'll just need to send this information over to us. We will have let you know what we need in your email. To send us your missing information, follow the instructions provided.

Here are a few common reasons why you might have received this email:

We couldn't read your proof of purchase

We might not have been able to read your proof of purchase because the image you sent was blurry, too dark, or for another reason. If this is the case, you just need to send your proof of purchase again ensuring the image is clear and easy to read.

The proof of purchase was missing information

The proof of purchase you sent might not have shown some key information. This can include such details as how much you paid, which store you bought from, or what you bought. In this case, you just need to send your proof of purchase again making sure it contains all the necessary information.

We received the wrong document

The document you uploaded might not have been an acceptable proof of purchase. Make sure the document you upload proves that you've bought an eligible phone, how much it cost and where you bought it from. This can be a receipt or invoice - or an online order confirmation and delivery note if you don't have either of those.

Check the IMEI number

The IMEI you entered on the claim form might have been incorrect. If so, you just need to send us the correct one before we can process your claim.

When will I get my refund?

We aim to get your refund processed within 30 days of receiving your returned phone.

As soon as your refund is being sent, you'll get an email letting you know. After this, please allow a few days for the money to appear in your account.

You can track your claim at any time by visiting the Track My Return page.

How will I receive my refund?

Your refund will be paid to your bank or your PayPal account; whichever you chose when submitting your return request.

Why haven't I received my refund?

It's likely that we're still processing your refund. Don't worry, we'll be sending you your refund as soon as we can. You can get a live update on your return any time you like by visiting the Track My Return page.

Remember, it can take up to up to 30 days from the date we received your phone to fully process your refund. When your refund is on it's way we willsend you an email to let you know.

Why can't I submit a return request?

You are only able to take part in this Buy & Try offer if you have bought an eligible phone from a participating Samsung Experience Store between August 24 and September 20, 2020, and you are submitting your return request within 90 days of buying your phone.

Where can I find my IMEI number?

You can find your device's IMEI number by dialing *#06# using the keypad. Your IMEI number will be displayed on the screen.

I received an email saying my refund has been sent. Where is it?

This means your refund reward has now been paid. However, it can take a few days for the money to clear into your account.

Why has my claim been rejected?

Most likely, your claim has been rejected because you're not eligible for this promotion.

To take part in this promotion, you'll need to have bought an eligible phone from a participating Samsung Experience Store between August 24 and September 20, 2020.

Phones sent for refund must also be returned in good working condition defined as:

• Undamaged with no chips or cracks
• With its original charging cable and block
• All passwords and personal data removed and BIOS unlocked
• If your returned device does not meet the conditions outlined above, we will not be able to refund you and your phone will be returned to you at no extra cost.

You can find more information in the Terms and Conditions of this promotion.