How do I return my surface pro?

Question

It is broken. Back screens are not working per Geek Squad. I want to exchange with a new surface pro or return it

Answer 1

Within Best Buy's Return Window (Standard 15 Days): You can get a full refund or a direct exchange for a new retail unit. Bring your receipt, original packaging, and all accessories back to the store.

Mention Geek Squad already diagnosed the screen failure — this speeds things up and supports a straight exchange or refund rather than a repair-first path.

Under Manufacturer Warranty Only (No GSP, Past Return Window): Best Buy cannot directly exchange or return it in-store. You must file a claim directly through the Microsoft Support Device Service for a warranty replacement.

Answer 2

If the Surface Pro was bought from Microsoft and is still within the return or exchange window, a return or exchange can be started from the Microsoft account Order history page:

1. Open Order history.
2. Find the Surface Pro.
3. Select Request a return.
4. Follow the on-screen steps to get a prepaid shipping label.
5. After Microsoft receives the device and confirms it is eligible, Microsoft will either send a replacement or issue a refund.

If Request a return does not appear, online returns may not be available for that market. In that case, contact Sales support.

If the device is broken and the purchase is outside the return window, start a Surface service order instead:

1. Go to Select device for service.
2. Sign in with the Microsoft account.
3. Select the Surface Pro, or register it first if needed.
4. Complete the service order and choose the matching issue type for physical damage or cracked screen if applicable.

Important:

• Back up files first if the Surface still turns on. Microsoft recommends backing up data and states it cannot recover data during service.
• Out-of-warranty or damaged devices may be replaced with a refurbished device, not a brand-new one.
• The post-service warranty is 90 days or the remainder of the original warranty, whichever is greater.

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• Get an exchange or refund on devices bought from Microsoft
• Get service for your out of warranty or damaged Surface