"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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  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.

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  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).

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    Bruceflix on 27/01/2025 - 00:03

    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.

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  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?

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      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.

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    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.

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  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

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    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.

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  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.

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  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.