"Samsung Trade-up Policy: Clarification Needed on Non-Return Fees"

LmanieXe on 26/01/2025 - 20:25
Last edited 26/01/2025 - 21:10 by 1 other user

Hi everyone, I was trying to pre-order the S25 Ultra using the Samsung Education Store. Since I don’t have any device to trade, I selected a $10 device to claim the $150 discount and the $400 trade-in voucher. However, I got confused after reading their policy:

You must return your Existing Device within 7 days of receiving your New Samsung Device. A refund of the Security Charge will be processed within twenty-one (21) days following receipt of your Existing Device and the completion of our assessment process. A Late Return Fee in the sum of up to $60 will be charged if the Existing Device has not been returned via Australia Post within 14 days of receiving your New Samsung Device. The Security Charge, Late Return Fee and any other applicable fees relating to Samsung Trade-Up will be processed by our third-party provider, Asurion.

I contacted their support chat for clarification, and the agent told me that if I don’t return the exchange device, I will be charged the trade-in value ($10) + the $150 discount voucher + the $400 trade-in voucher + a $60 fee. I was thinking to just pay the administrator fees of $60 and Samsung would let this go.

Does anyone know if this is accurate? Would really appreciate some insights.

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Comments

  • BillyStm on 26/01/2025 - 21:15
    +2

    I think Samsung caught on that a lot of people were doing that so instead of giving away $550 for nothing they have now said its payable should you not send the device as you claimed you would be. Only fair really as they're holding up their end of the bargain.

    • ATTS on 28/01/2025 - 19:30

      Damn

  • dm02 on 26/01/2025 - 21:43

    What the agent said is inaccurate. I've done this countless times and have never sent in the device. They only keep the Security Charge (i.e. the value of the trade-in itself, not the bonus) and the Late Return Fee (which is $30.00 for a $1.00 trade in, and $60.00 for anything higher).

    • Bruceflix on 27/01/2025 - 00:03
      +1

      Since the updated T&C (July 2024) they only charge the late fee of the device is returned AND it is returned between 14 and 90 days.

      After 90 days, the trade is cancelled and there is no fee other than taking the security deposit.

  • Bruceflix on 27/01/2025 - 00:01

    Done this heaps of times too. Last time was on 3 orders last July (Fold6). Then they changed their T&C and they only charge a late fee if you return your device between 14 and 90 days. There is no fee other than them taking your security deposit if you don't return your device.

    Don't ring their clueless support staff, read the t&c that you agreed to in the trade in. Bet you didn't think of that.

    • Relapse on 27/01/2025 - 08:53

      Do you need to rotate accounts or do they simply not care?

      • urahara on 27/01/2025 - 15:03

        TSNC , Retail price doesn't mean company isnt profitable on product. Even by selling that device at that price Samsung is still making huge profit, not to mention that you'll be sticking with them for the next couple of years.

    • LostyJai on 27/01/2025 - 15:52

      If there is no mention of non-returns, doesn't that technically mean we don't pay anything?

      Having said that I am happy for them to simply take the security deposit.

      I did also read in their T&C that if they receive the phone after 90 days, you transfer ownership of your phone and lose your security deposit. Still nothing about non-returns.

    • Horacio on 29/01/2025 - 02:48

      So from what I've read, there's no point me sending in my "In-eligible Device" because while they will only charge the $10 security deposit matching the tradein value they awarded it (and no other late/admin fee), this is the same result as just not sending anything in at all. Is that right?

  • Bruceflix on 27/01/2025 - 15:54

    I did also read in their T&C that if they receive the phone after 90 days, you transfer ownership of your phone and lose your security deposit.

    After 90 days, They cancel the trade-in and DON'T transfer ownership. If they have the device they send it back

    • LostyJai on 27/01/2025 - 15:57
      +2

      Yes you are right, I just reread the T&C.

      (b) If You return Your Existing Device to Us more than ninety (90) days after the date on which You receive Your New Samsung Device, We will:

      (i) not accept Your offer to transfer ownership of Your Existing Device to Us (in which case You do not enter into a contract with Us for the sale of Your Existing Device to Us and ownership of Your Existing Device will not transfer to Us); and
      (ii) arrange for Your Existing Device to be returned to You.

      (c) If clause 7.3(b) applies You will not receive a refund of the Security Charge due to You already having received an equivalent reduction off the Purchase Price of Your New Samsung Device Online.

  • manieXe on 27/01/2025 - 19:42

    So I believe, I should just pre order it and don't send any device and I won't be charger anything further of $60 administration fees.

  • Bruceflix on 28/01/2025 - 00:12

    $60 administration fees.

    Please read the T&C. There is no such fee. Forget it. It does not exist.

    If you do not return any device, after 7 or so days you will get an email telling you to hurry up to return your device or you will get a late return fee. They will only charge that fee if you do send your device back and they receive it between 14 days and 90 days. As outlined in their terms.

    • ATTS on 31/01/2025 - 19:57

      Howd u do the yellow bar quote?

      • Bruceflix on 31/01/2025 - 20:03

        Howd u do the yellow bar quote?

        I guess I'm just "greater than" you

        • ATTS on 03/02/2025 - 15:17

          Thanks, sorry i thought you were being a d*** lol

      • CodeXD on 03/02/2025 - 09:09

        use > before the link

        • ATTS on 03/02/2025 - 15:16

          thanks man

    • Leeboi36 on 11/02/2025 - 11:27
      -1

      You missed section 5 which address this

      5.6 Within seven (7) days after the date on which You receive Your New Samsung Device, You must
      post in Your Existing Device to Us in accordance with the return instructions set out in clause 9.2
      of these Terms and Conditions.
      5.7 If You:
      (a) fail to post in Your Existing Device to Us within fourteen (14) days after the date on
      which You receive Your New Samsung Device at your nominated delivery address, You
      may be charged a Late Return Fee in accordance with clause 7.3(a) below; or

      • Bruceflix on 11/02/2025 - 11:33

        in accordance with clause 7.3(a) below;

        Yeah,that bit!!!

  • manieXe on 28/01/2025 - 18:35

    Samsung is asking for IMEI number of the device I selected for trade in and nd I can't continue as I don't have it.

  • Humza on 31/01/2025 - 19:45

    I've just been hit with the late return fee today, will that be the last fee thats taken? after that its all good correct?

    • ATTS on 31/01/2025 - 19:56

      Oh so if pay late return fee u dont need to return the phone?

      • Humza on 31/01/2025 - 19:59

        will need someone elses confirmation, not to sure, they probably wont take your device, but i dont know if there are any other fees after that

        • ATTS on 01/02/2025 - 12:54

          Thanks

    • Leonard0880 on 02/02/2025 - 03:12

      I am wondering if you contact them to cancel the trade in transaction, which means you are not going to return anything to them, then this late return fee may not be imposed then?

    • CodeXD on 03/02/2025 - 09:10

      How much was the late return fee? and how much was the trade in?

    • Horacio on 05/02/2025 - 11:07

      @Humza how much was the fee? Also how is this possible, I thought the return process only began after the phone arrived?

    • tyvod on 14/02/2025 - 21:48

      I'm trying to use amex Samsung deal - does the return fee charged by Samsung or someone else?

  • Fractual node on 03/02/2025 - 08:48

    If the only fee is $60 for not sending in the trade in device, wouldn't it be more profitable to choose the most expensive handset to trade in for maximum discount? Am i missing something here?

    • tm32 on 03/02/2025 - 09:05
      +1

      They take the tradein amount first. Then return the amount after its sent.

      • Fractual node on 04/02/2025 - 09:14

        Ah thanks for clarification :)

    • Thypeople on 03/02/2025 - 10:35

      No. They still take back the security charge (trade in amount) + the late fee

      You could try sending a wrong device at the value of $1, the t&C around this are more vague, they only charge the security deposit and will return the non compliant device…

      • tm32 on 04/02/2025 - 09:09
        +1

        Isnt the late fee separate as ita never been sent?

        The approach of sending an old device in is interesting as they have to send it back and cancel the trade and technically its met the postage terms. Temptes to do this now.

  • Leeboi36 on 11/02/2025 - 11:24

    I know this is an old thread, but its relevant to me - incase anyone was wondering it states :

    5.6 Within seven (7) days after the date on which You receive Your New Samsung Device, You must
    post in Your Existing Device to Us in accordance with the return instructions set out in clause 9.2
    of these Terms and Conditions.
    5.7 If You:
    (a) fail to post in Your Existing Device to Us within fourteen (14) days after the date on
    which You receive Your New Samsung Device at your nominated delivery address, You
    may be charged a Late Return Fee in accordance with clause 7.3(a) below; or

    which refers to the $60 late fee

  • TheCunningLinguist on 14/02/2025 - 11:03

    Reposting my comment from the bargain thread:

    Just received my S25 Ultra Jet Black 256gb today with magnetic case, clear film and buds pro 3.

    Still deciding whether or not to keep the buds.

    The magnet case seems thin and doesnt actually come with a magnet lol.

    Question - If i dont return my $10 trade in, will it just be a $60 fee or will I also lose my trade in bonuses???

    Edit: I have searched some terms and conditions online and it says nothing about clawing back any discounts or bonuses - from the Samsung website:

    "In-eligible Device Fee means a fee which is equal to the amount of the estimated reduction You received when Your unique Trade ID was applied at the point of sale when You purchased Your New Samsung Device Online (excluding any additional trade-in bonuses offered) in accordance with clause 5.2(a) of these Terms and Conditions. "

  • TheCunningLinguist on 14/02/2025 - 11:54
    +1

    Just got an email from Asurion:

    If your original device matches what you declared to us, we will process a refund of the Security Charge in full. If your original device does not match the condition you declared to us, we will contact you.
    Please note, if you don't post your original device to us in the next 14 days, we will charge you a late return fee of up to $60, which is non-refundable.

    • Sese212 on 14/02/2025 - 19:16

      Hey I receive the same. Does this mean we only pay $60 late return?

  • tyvod on 14/02/2025 - 21:50

    For anyone who got charged for non-return fee, is the charge done by Samsung? I'm trying to use Amex deal so I just want to know if the late fee will count as an eligible spending.

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