Community Manager
Posts: 2,327
Registered: ‎04-21-2010
0 Kudos

Returns and Exchanges Policy


Returns and Exchanges Policy


You can return items purchased in-store or online to any of our retail stores. You can also return online items by mail using our online form. Best Buy does not charge re-stocking fees. Just follow the instructions below to make sure your items are returnable.


What you'll need to return your item(s):

  1. The original receipts (invoices) from your purchase – for online orders, please login and get your invoice OR call us at 1-866-237-8289 for a copy.
  2. Original method of payment (If a gift card was used and was discarded, please proceed to a retail store where the refund will be processed on a new gift card. If PayPal was used, your PayPal account will be credited for the return amount. There are no fees for using PayPal. If your PayPal account is no longer active, please proceed to a store and speak to an associate or call 1-866-237-8289.)
  3. Original packaging and all items originally included by the manufacturer or Best Buy (including all manuals, accessories and gifts with purchase or other included or bonus items).
  4. Your name, address, phone number and signature. Valid government-issued photo ID may be requested to confirm this information.

IMPORTANT: In the event that a returned order has items missing, the order may be refused, or the value of the missing materials, including gifts with purchase or other included or bonus items (e.g. a gift card), may be deducted from the total credit amount.





How to return in-store purchases and Reserve and Pick Up orders

To return or exchange an item purchased in store, you can go to any Best Buy retail store within the same country where the purchase was made. Proceed to the Customer Service counter and present your item(s) along with all the required documentation (listed above). Refunds will be processed with the original method of payment. For purchases made with a credit card, the same card used to make the purchase will be credited with the refund. The credit will be made within 5 to 7 business days of us receiving and verifying the returned merchandise. For purchases made with a gift card, if the original was discarded, a new gift card will be issued for the refund amount.


How to return online orders

When you receive your package, we ask that you examine it closely prior to opening the factory sealed product packaging. If you are not satisfied with your order, you may exchange or return your product at any Best Buy retail store in Canada, even if you placed your order using PayPal. For your convenience, we also accept returns by mail for orders that were shipped directly to you. Please contact us at 1-866-237-8289 to request your Return Merchandise Authorization (RMA) number. It will take approximately 2 business days before an RMA is issued to you. IMPORTANT: Packages returned without an RMA number will be refused. Your RMA number is valid for 14 days. 


Shipping and handling (S&H) charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part or we have determined that the product is defective. 


How to return Scheduled Delivery items, large furntire and major appliances

For information on how to return large items that required Scheduled Delivery (like TVs over 53"), large furniture, or other special items, please contact us at 1-866-853-1168 or click on the link in your Scheduled Delivery Notification email to correspond directly with our Home Delivery experts and determine if the item will require pickup. Factory sealed Major Appliances (including Washers, Dryers, Fridges, Stoves, Dishwashers, Built-in Ovens & Cooktops) may only be cancelled at any time prior to delivery. These items are not returnable after delivery. Major appliances purchased online may be exchanged only for the same item/model. If purchased in-store, major appliances may be exchanged in-store for another item from the same category within 30 days of date of delivery if in unused condition. Open box and floor demo major appliances are final sale and cannot be returned.


How to return mattresses

Mattresses can only be returned by calling our Customer Service line at 1-866-853-1168 and requesting a pick up. They cannot be returned in-store. The mattress must be wrapped and protected prior to arrival of the driver. When the driver is performing an exchange or return for sanitary reasons, any mattresses being returned may be refused by the delivery team if the unit(s) are deemed to be “infested” or “soiled”, posing a health risk to the delivery team.


How to return free gifts, included or bonus items, bundles, and fees

All products (both defective and non-defective) must be returned in their original purchase condition, with the original packing material, blank warranty cards, manuals and any other item or accessory provided by the manufacturer. If the purchase included a free gift, or an included or bonus item, to qualify for a refund, the free gift, included or bonus item must also be returned.


If you purchased an item as part of a bundle package, you may return that item separately. However, if you decide to break up that bundle by returning an item, the price of all items in the bundle reverts to what they would be if they were purchased individually. Therefore, you will receive a refund for the returned item that is less than the price you paid for it when you purchased it as part of a bundle.


If you were charged an environmental handling fee with your purchase, the fee will be refunded as well along with the cost of the item(s).


Returns and exchanges of defective products require your name, address, phone number and signature for audit and fraud prevention purposes. A valid photo ID may be requested to confirm this information. Returns with the original receipt will be made to the original method of payment. Store credit will be given for returns with gift receipts.


How to Return Items Using a Gift Receipt

If you’ve received a gift that you would like to return, you will need to present the gift receipt in-store. If you weren’t provided a gift receipt, please ask the gift giver to come in-store to confirm their information and we can provide one.

When processing a return using a gift receipt, the value of the item(s) being returned will be credited to a gift card. No other types of credits are available.


Still have a question? Post below to ask or check out the Help Centre for more details!  



Community Coordinator
Plug-in | Join the conversation