Best Buy's Return & Exchange Policy (effective February 23, 2026) governs refunds for wrong items delivered in U.S. online orders. For Marketplace products that are not the item ordered, log into your Best Buy account to locate the order; Best Buy inspects and handles the refund after shipping back to the seller. Contact 1-888-BEST BUY for assistance. The FTC's Mail, Internet, or Telephone Order Merchandise Rule also applies to most online orders, covering issues like incorrect shipments. This process differs from credit card billing disputes--pursue the merchant refund first. Gather your order number, photos of the wrong item and packing slip, and delivery confirmation before starting.

Controlling Policy: Best Buy Return & Exchange Policy

Best Buy's policy directly addresses wrong items from online or Marketplace deliveries. If the product is not what you ordered, especially from a Marketplace seller, log into your Best Buy account to find the order details. Best Buy then inspects the item and manages the return to the seller before issuing the refund.

Refunds follow inspection. For payments over $800 in cash or over $250 by check or debit, Best Buy issues a check within 10 business days. Call 1-888-BEST BUY for non-account issues or guidance. The policy, effective February 23, 2026, excludes returns via shipping for items like major appliances, TVs over 50 inches, and certain batteries.

Applicable U.S. Rule: FTC Mail, Internet, or Telephone Order Merchandise Rule

The FTC's Mail, Internet, or Telephone Order Merchandise Rule covers most U.S. online orders, including failures to ship the correct item. Sellers must either deliver as ordered or notify customers of issues and offer cancellation with a refund. For wrong items, keep the item and contact the seller for a refund, per FTC consumer guidance. Report unresolved MIPO violations to the FTC at 1-877-FTC-HELP, the Consumer Response Center, or ftc.gov/complaint. This rule provides federal oversight but does not replace Best Buy's policy process.

What Does Not Control This Issue

Credit card billing disputes, with their 60-day windows, are a separate escalation after attempting Best Buy's refund process. This is not a financed purchase, BNPL arrangement, subscription cancellation, or product warranty claim.

Marketplace wrong items go through Best Buy's account and inspection workflow, not direct seller contact. Shipping returns are unavailable for certain items like large TVs, appliances, and some batteries, per the policy.

Next Steps and Escalation

Gather evidence: order number, photos of the wrong item, packing slip, and delivery proof. Log into your Best Buy account promptly or call 1-888-BEST BUY to start the process. Follow instructions for inspection and return shipping.

If unresolved, contact your state Attorney General. For suspected MIPO rule violations, report to the FTC at 1-877-FTC-HELP. Check your payment method for refund timelines, such as the 10-business-day check rule for larger cash or debit payments.

FAQ

What if the wrong item is from a Best Buy Marketplace seller?
Log into your Best Buy account to locate the order; Best Buy inspects and handles the refund after return to the seller.

How long does Best Buy take to refund after inspection?
Refunds issue after inspection; for >$800 cash or >$250 check/debit, a check arrives in 10 business days.

Can I get a refund for large items like TVs if the wrong one arrives?
Shipping returns are excluded for TVs over 50 inches and major appliances; contact 1-888-BEST BUY for options.

When should I contact FTC instead of Best Buy?
Report to FTC at 1-877-FTC-HELP for unresolved MIPO rule issues after trying Best Buy's process.

Does Best Buy policy differ for members vs. non-members?
Official policy does not confirm differences for wrong item refunds; contact 1-888-BEST BUY to check your account.