How do I get my trade-in device back?
Updated
Samsung can only return a trade-in device that was rejected. If your trade-in device was accepted and processed, it can’t be returned to you under any circumstances; ownership transfers to Samsung when the device passes inspection.
If your device was rejected, you have 7 days to request it back through the My Orders page. Return shipping is free, but the trade-in credit you received will be charged back to your original payment method along with any applicable taxes.
When a Trade-In Device Can and Can’t Be Returned
Situation | Can Samsung return it? |
Device was rejected and you request it back within 7 days | Yes, subject to the conditions below |
Device was rejected and you didn’t request it back within 7 days | No |
Device was accepted and processed by Samsung | No |
Device was rejected but has a damaged or swollen battery | No (unsafe to ship) |
You returned your new Samsung product and the trade-in was already processed | No |
You returned your new Samsung product and the trade-in was not yet processed | Yes (sent back automatically, no request needed) |
How to Request Your Trade-In Device Back
Sign in to the My Orders page and request the return within 7 days. Return shipping is free.
Conditions that apply
The trade-in device can only be shipped to the original shipping address on file. No alternative address can be used.
Once you request the return, you can’t cancel it.
The trade-in device is returned restored to factory settings with all data wiped.
A signature is required on delivery. If the carrier can’t complete delivery after 1 attempt, the trade-in device is returned to Samsung.
Trade-in devices with a damaged or swollen battery are unsafe to ship and can’t be returned under any circumstances.
Trade-in devices rejected for containing non-original parts or manipulated IMEI or serial numbers are returned at your expense.
Tracking the return
Samsung emails a tracking number for the return shipment 3 to 5 business days after handing the package to its shipping partner. See How do I track the status of my trade-in? for more details.
If you haven’t shipped your trade-in device yet
Nothing needs to be returned, since Samsung doesn’t have your trade-in device. You can keep it and let the trade-in lapse; when it does, the credit is charged back automatically after the window closes.
See How do I cancel a trade-in? What happens if I don't send the trade-in device? for more details.