NEW DELHI: If a Samsung product bought on Samsung.com or the Shop App arrives damaged or not as ordered, you must raise a replacement request within 2 days of delivery for phones, tablets, wearables, laptops and accessories. For fridges, washing machines and other household appliances, the request must be raised within 1 day of installation. Samsung says it decides the claim within 7 days. This guide is based on the company's replacement policy page, checked on 24 October 2026.
Samsung replacement rules at a glance
| Situation | Product type | Deadline | What to do |
|---|---|---|---|
| Damaged or wrong product | Phones, tablets, wearables, laptops, accessories | 2 days from delivery | Do not activate or use it. Raise a request in the Orders section of Samsung.com or the Shop App with photos |
| Damaged or wrong product | Consumer electronics and household appliances | Installation within 3 days of delivery; request within 1 day of installation | Unbox only in front of the Samsung installation engineer |
| Not working on opening | Phones, tablets, wearables | Within 14 days of activation | Visit a Samsung Authorized Service Centre for a DOA certificate |
| Not working on opening | Laptops | Within 14 days of invoice date | Raise a replacement request in the Orders section |
| Performance problem | Consumer electronics and household appliances | Within 14 days of invoice | Raise a request with photos and the installation engineer report |
If a phone, tablet, wearable or laptop arrives damaged
Inspect the product before you use it. Samsung says not to activate it by SIM or Wi-Fi if you see damage or a mismatch, because an activated or used device no longer qualifies.
Raise the request within 2 days of delivery from the Orders section on Samsung.com or the Shop App. Describe the issue and upload clear photos of the damaged part, the serial or IMEI number printed on the product, and the outer packaging.
Samsung says it will approve the claim, subject to its authenticity, within 7 days. After approval, keep the product ready for pickup in the original packaging with all the accessories from the box. The replacement is shipped after the pickup and a check at the Samsung warehouse.
If a fridge, washing machine or other appliance arrives damaged
Open the packaging only in the presence of the Samsung installation engineer. Installation can be requested by calling 1800-5-7267864, and the engineer must complete it within 3 days of delivery for a damage or wrong-product claim to be eligible.
If there is damage or a mismatch, start the replacement within 1 day of installation from the Orders section. Upload photos of the damaged part, the installation engineer report, the model and serial number on the product, and the repacked product. Ask the engineer to repack the product after the photos are taken.
Unboxing without the engineer, moving the product from the delivery address before installation, or using it will get the claim refused.
If the product does not work on opening
For a phone, tablet or wearable that is not working when you open the box or within 14 days of activation, take it to a Samsung Authorized Service Centre with the original box, all accessories and the invoice. Once the service centre issues a dead on arrival certificate under Samsung's DOA terms, raise a replacement request from the Orders section. Do not break or open the DOA seal that the service centre fixes on the pack.
For a laptop, the replacement request must be raised within 14 days of the invoice date. For household appliances, a performance problem must be reported within 14 days of the invoice date, with the installation done by a Samsung service engineer.
Samsung covers only functional defects for DOA, not network or software defects, and the defect must be reproduced at the service centre.
A stricter rule in the terms of use
Samsung's shop terms of use are tighter than the replacement page. They say that if there is damage to the outer or inner packaging, you should refuse delivery or accept it only after writing a remark on the delivery receipt, and that Samsung can withhold a refund or replacement if you do not note the damage. They also say that for damage to the actual product, you must inform Samsung's customer care within 24 hours of receiving it. The safe course is to report a problem on the day of delivery, not on the second day.
Price as of 24 October 2026, 8:30 AM IST: the terms say all store prices include applicable taxes and standard delivery charges, and a refund is net of any coupon, discount or cashback you used.
Refund, replacement and delivery charges
Samsung says a refund is made instead of a replacement when a replacement is not possible because of stock or another operational issue. A cancellation fee applies if you refuse to accept a replacement order. After a successful cancellation or return, Samsung says the refund is processed within 14 to 21 business days to the original payment method. Its FAQ says the seller pays shipping and handling for a returned item if the return is due to a seller error, such as a defective or wrongly delivered item.
For comparison, see our Apple Store India return rules and our OPPO Store India return policy. Samsung's prices are in our Samsung Galaxy phone price list.
The full policy is on Samsung India's replacement policy page.
