Frequently Asked Questions – Digital Shop

1. What does the return and exchange policy mean at Digital Shop?

A: It defines the conditions under which you can return or exchange products purchased via our website or app, ensuring your consumer rights are protected.

2. What should I do if I receive a defective or damaged product?

A: Contact our customer support immediately, then visit an authorized service center to obtain a technical report. You can then apply for a return or exchange.

3. What are the conditions for returns and exchanges?

A:

  • Request must be made within 14 days (30 for defective items).
  • Product must be unused and in original condition.
  • Original packaging and accessories must be included.
  • Tax invoice must be provided.
  • Product must not be marked as non-returnable.
4. What does “original condition” mean?

A: The product must be unopened, unused, without scratches or damage, and in the same condition as received, including original packaging.

5. What happens if I lose the original packaging?

A: Returning the product without the original packaging may lead to rejection of your request as per our policy.

6. What should I do after reporting a defect?

A: You must visit an authorized service center and obtain an official technical report confirming the defect, then follow up with Samsung’s customer service to initiate the exchange or refund process..

7. How do I initiate a return/exchange after receiving the technical report?

A: To initiate the exchange or refund process, please follow up with the Samsung service center.

8. Can my request be rejected?

A: Yes, if the request does not meet the return conditions (e.g., damage from misuse, missing packaging or invoice).

9. How will I receive my refund?

A: Refunds are issued via the original payment method, wallet credit, bank transfer, or voucher, depending on your preference.

10. Can I exchange the product for another?

A: Yes, you may exchange it for another product of equal or higher value by paying the difference.

11. What is the return/exchange period?

A:

  • 14 days for non-defective products.
  • 30 days for defective items.
  • 7 days for products under Digital Shop’s warranty after defect confirmation.
12. What are the requirements for a successful return?

A:

  • Unused product.
  • Original condition and packaging.
  • All accessories included.
  • Tax invoice and technical report (if defective).
  • Product not listed as non-returnable.