Customers cannot initiate a return for hazmat items through their order history, as they do for all other Marketplace purchases. Customers also cannot return these items to a Best Buy store, and Best Buy will not provide a pre-paid return label. Hazmat categories include large batteries (>300Wh) and gas-powered products.

Non-returnable messaging is present during the shopping & checkout experience; however, return exceptions may occur if a customer receives a defective or damaged item, or if you, as the seller, want to make an exception. 

As a seller, you are responsible for handling all exception returns directly with the customer, including coordinating the return shipping. 

• Customers can contact you after purchasing any hazmat product.
  
  

• If the customer requires a return or refund, you must coordinate with them directly. This may include:
  • Initiating a return in Mirakl on the order (see subsection below).
  • Adding tracking once a label is created.
  • Messaging the customer with a copy of the prepaid return label.
    • If it is a large item (LTL), you must schedule the return pickup and provide any other necessary information to the customer through messaging.
• The cost of return shipping to the customer cannot exceed the cost of forward shipping.
• You must provide return/removal options if the customer requests this.
• If you need to send a replacement product due to damage or defect, coordinate the return first and have the customer place a new order. You cannot set up exchanges or replacements in Mirakl.
• Once the return is received, you must process it within 48 hours and issue the refund. 
  • If your return processing time exceeds this, Best Buy may step in and initiate the refund.