Best Buy Canada Returns: Online Orders, Store Exchanges and Exceptions

Quick answer: Most products sold directly by Best Buy Canada may be returned or exchanged within 30 days of the in-store purchase or online delivery, provided the product and purchase meet the published conditions. Purchases from Marketplace sellers follow a different process, and specific products have shorter periods or cannot be returned. Check the official Canadian return and exchange policy before taking an item to a store or starting a mail return.

Start with the seller, not just the website name

An order placed on BestBuy.ca is not necessarily a product sold by Best Buy. The retailer’s main policy expressly excludes Marketplace purchases. Review your order details to confirm whether Best Buy or a third-party seller supplied the item. Best Buy’s returns help centre separates the Best Buy and Marketplace processes; do not take a Marketplace item to a Best Buy store expecting an ordinary store return.

For a product sold directly by Best Buy, the standard 30 days run from the store purchase date or, for online orders, the delivery date. A wireless device sold with a carrier plan, certain opened products, and non-returnable merchandise must be assessed under the more specific rules rather than the general period.

What to bring for an in-store return

Best Buy lists the original purchase receipt or invoice, original method of payment, original packaging, included manufacturer accessories and any promotional or bonus items among its return requirements. It may request identifying details or government-issued photo ID. Check the product’s condition: opening packaging does not by itself rule out every return, but many opened products must remain like new, and some categories require unopened packaging.

Eligible purchases made online or in store can generally be brought to a participating Best Buy store in Canada. There are restrictions for phones associated with carrier plans and for Best Buy Express and Best Buy Mobile locations. Consult the store-return instructions to confirm the correct location before travelling.

Mail returns and large products work differently

If an eligible online item cannot conveniently be returned in store, open the order in your Best Buy account and check for the Start a Return option. Best Buy offers mail returns for certain online purchases, not for every product. The retailer sends instructions after the request; some eligible items receive a prepaid mailing label. Do not ship an item to an address found on an unrelated page or send a Marketplace return through this route.

Televisions over 55 inches and other large merchandise may qualify for a scheduled pickup. Best Buy instructs customers to arrange this through the large-item returns process rather than carrying a refrigerator or large television to a mobile-format store. The large-item return instructions explain the available arrangements.

Two situations worth checking before you proceed

Example: the box is open but the device looks unused. The original box, manuals, cables and any included extras matter. Best Buy states that most opened products can be considered only if they are in like-new condition; some product types have unopened-only rules or specific restocking fees. Identify your product category in the complete policy rather than treating “opened box” as either an automatic approval or an automatic refusal.

Example: the purchase invoice is missing. Best Buy lists the original receipt or invoice as a return requirement. Check the order history or purchase email for your invoice, and use official customer support if you cannot locate it. This guide does not assume that a bank statement alone substitutes for the required invoice.

Refunds, exchanges and defective items

For eligible card purchases, Best Buy describes refunds to the original payment card; a gift receipt can result in store credit. Some bundles are recalculated if only part of the offer is returned, and bonus products may need to accompany the main product. Those terms can affect the amount credited even when a return is accepted.

If the item is defective, Best Buy has a separate defective-item help page explaining how the standard return period and manufacturer support interact. It does not mean every problem outside 30 days automatically qualifies for a store refund; use the product-specific support route.

Policy checked on 20 September 2026. This independent guide explains the retailer’s published Canadian process; eligibility for any particular order is determined by the retailer’s applicable policy and order details.