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How to Return or Exchange Your Samsung Galaxy Note 7

Nobody should be using the Samsung Galaxy Note 7. Here's how to get a refund or exchange your handset.

 & Sascha Segan Former Lead Analyst, Mobile

Our team tests, rates, and reviews more than 1,500 products each year to help you make better buying decisions and get more from technology.

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Nobody should be using the Galaxy Note 7. The line is done, no more will be produced, and Samsung wants you to return the phone to your point of purchase.

That last part is the tricky bit. You can't just ship back any phone to Samsung and expect a refund. You need to talk to the carrier or store you got it from. Be aware that all the retailers below say they have waived restocking and exchange fees, so if a clueless retail drone tries to charge you one, stand firm and demand to speak to their boss.

Samsung changed its policy effective 3 p.m. ET on Oct. 13. As of now, all retailers should be offering an exchange or full refund for your Galaxy Note 7 and its accessories. If you get any debate over this, show the retailer this official Samsung Web page.

As of this writing, the wireless carriers' websites haven't caught up with Samsung's expanded recall policy. Samsung is now saying that carriers participating in its bill credit scheme will give you a $100 bill credit if you exchange your Galaxy Note 7 for another Samsung phone, and a $25 bill credit if you simply return it or exchange it for any other phone.

If you already got a $25 bill credit and exchanged your phone for a Samsung phone, they'll add another $75 so you get the full $100.

AT&T, Sprint, and T-Mobile say on their websites that they are participating in the bill credit scheme. Right now, U.S. Cellular and Verizon do not say that, but that may change later today.

If you bought your phone online, the retailer will send you a special prepaid box to ship it back in. Samsung says anyone who's confused can call 1-844-365-6197 for help.

About Our Expert

Sascha Segan

Sascha Segan

Former Lead Analyst, Mobile

My Experience

I'm that 5G guy. I've actually been here for every "G." I reviewed well over a thousand products during 18 years working full-time at PCMag.com, including every generation of the iPhone and the Samsung Galaxy S. I also wrote a weekly newsletter, Fully Mobilized, where I obsessed about phones and networks.

My Areas of Expertise

  • US and Canadian mobile networks
  • Mobile phones released in the US
  • iPads, Android tablets, and ebook readers
  • Mobile hotspots
  • Big data features such as Fastest Mobile Networks and Best Work-From-Home Cities

The Technology I Use

Being cross-platform is critical for someone in my position. In the US, the mobile world is split pretty cleanly between iOS and Android. So I think it's really important to have Apple, Android and Windows devices all in my daily orbit.

I use a Lenovo ThinkPad Carbon X1 for work and a 2021 Apple MacBook Pro for personal use. My current phone is a Samsung Galaxy S21 Ultra, although I'm probably going to move to an Android foldable. Most of my writing is either in Microsoft OneNote or a free notepad app called Notepad++. Number crunching, which I do often for those big data stories, is via Microsoft Excel, DataGrip for MySQL, and Tableau.

In terms of apps and cloud services, I use both Google Drive and Microsoft OneDrive heavily, although I also have iCloud because of the three Macs and three iPads in our house. I subscribe to way too many streaming services. 

My primary tablet is a 12.9-inch, 2020-model Apple iPad Pro. When I want to read a book, I've got a 2018-model flat-front Amazon Kindle Paperwhite. My home smart speakers run Google Home, and I watch a TCL Roku TV. And Verizon Fios keeps me connected at home.

My first computer was an Atari 800 and my first cell phone was a Qualcomm Thin Phone. I still have very fond feelings about both of them.

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