Add Product

Search Results:

New Member
Posts: 1
Registered: ‎09-09-2019

Return policy on software

I bought a laptop 6 days ago and on the suggestions of the salesman purchased virus ware and Microsoft office along with several other items. I was reminded over and over of the 14 day return policy. The computer was freezing up continually and had other internal issues. When returning I was told that neither software could be returned even though they had only been loaded to the new computer and then deleted. I am not out over $170.00. This is unacceptable since I was told to purchase and never told of the return policy. Where do I go and what can I do to resolve this? I am totally disappointed in Best Buy. I have been a long time customer but never again. Any suggestions?
Valued Contributor
Posts: 1,503
Registered: ‎02-07-2011

Re: Return policy on software

Did you get a different computer? You should be able to log into amd deactive office on the old computer and load it onto a new one.
Posts: 6,972
Topics: 140
Kudos: 264
Solutions: 322
Registered: ‎11-30-2015

Re: Return policy on software

Good Morning (and a warm Whoville welcome), missmarylou,


Thank you so much for sharing your Return & Exchange Promise experience with us. We’re sorry to hear that your laptop might‘ve been defective and returning it was the best option available. We’d be happy to see what further light we can we shed on this matter.


Our Return & Exchange Promise shares that most products would have a standard 15 days return window for Core My Best Buy customers. Also, our policy does have a specific clause for Microsoft Office cards which states that if they have not had their key code scratched off we’d be able to accept them for return within 30 days for all customers. Return and refund details on subscriptions and services would be found in their terms and conditions though. Can you please share which kind of virus ware you purchased? I’d be happy to share which options or avenues may be available to explore for that item.


Can you please verify if your Microsoft Office software was scratched off? As nckhammond mentioned you should be able to transfer that service to different device of your choosing, if it was. You review more information on that here. We look forward to learning more about your experience to continue advising you on this matter.



Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!