What happens if Samsung rejects my trade-in?
Updated
If your trade-in device does not meet the trade-in requirements, Samsung values it at $0.00 and emails you the inspection result. The trade-in credit applied when you purchased your new device, plus applicable taxes, are then charged to the payment method used for the original order.
If you want your trade-in device returned after it’s been rejected, you have 7 days to request it.
Trade-In Rejection, Step by Step
Samsung inspects your trade-in device when it's received and emails you the assessed condition, typically about 14 business days after receipt.
If the device is rejected, it's valued at $0.00.
The trade-in credit plus applicable taxes are charged to your original payment method.
You have 7 days to request the trade-in device back through the My Orders page.
If you don’t request the trade-in device back within 7 days, it’s not returned.
Why Trade-In Devices Get Rejected
If your trade-in device is rejected by Samsung, it’s because it didn’t meet all of these requirements:
Requirement | Detail |
Powers on and holds a charge | The device must turn on, stay on, and not shut down unexpectedly. |
Functioning display | The screen must work, with no black spots and no pixelation of any kind. |
No breaks, cracks, or damage beyond normal wear | This includes multiple scratches, dents or dings, evidence of water damage, and corroded charging port, SIM, or battery terminal contacts. |
Undamaged, non-swollen battery | A battery is swollen if the screen or case warps and bulges around the center. Signs of a damaged battery include not charging fully, running hot while charging, or needing several charges a day. |
Working charging port | The port must support both charging and data transfer. |
Owned by you | You must own the device outright at the time of trade-in. Leased devices aren't eligible unless you buy the device from your carrier first. |
Not on a banned list | Devices reported lost or stolen, or flagged for fraud on a shared IMEI database, aren't eligible. |
Anti-theft locks disabled | Reactivation Lock, Google Factory Reset Protection, iCloud, Find My iPhone, and any similar software must be turned off. |
Factory reset and cleared of personal data | Perform a factory reset and remove all personal information before shipping. |
Labeled with an FCC ID | The FCC ID shows the device is certified for use in the United States. |
Original manufacturer parts only | Devices containing aftermarket, altered, or counterfeit parts are ineligible. |
Original IMEI and serial numbers | Devices with manipulated, altered, or duplicated IMEI or serial numbers are ineligible. |
S Pen included, if applicable | If your device shipped with an S Pen, it must be included and be fully functional. |
See What is Samsung's trade-in program and what are the requirements? for more details.
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.
See How do I get my trade-in device back? for more details.