Thank you for participating in the Upgrade+ program.
Important information about your Upgrade+ options
Even though the Upgrade+ program has ended at Best Buy®, you still have options when it comes to keeping, returning, or trading in your device at the end of your financing term with Citizens Pay®.
As you may remember, your financing term is 36 months, with a final payment in month 37, which is also called a “Balloon Payment.”*"See disclosure" At the beginning of month 37, your Balloon Payment will be due to Citizens Pay. This amount is higher than your regular monthly payments.
Your choice to keep, trade in, or return your device will dictate whether you or Best Buy is responsible for making the final Balloon Payment.
We encourage you to consider your options and make a decision in the 36th month of your financing term. If you have not exercised either the return or trade-in options described below by the end of your 37th month, we will assume you intend to keep the device.*"See disclosure"
Your next steps
Choose what you’d like to do with your device. You can keep it, return it, or trade it in*"See disclosure" for a Best Buy Gift Card. All options require you to make the first 36 monthly payments on your device.
- Keep: To keep your device, pay the final Balloon Payment.
- Return: To return your device,*"See disclosure" you must print the prepaid shipping label. This can be found by going to the email from Best Buy titled “ATTENTION: Important information about your Upgrade+ options.” When you click the prepaid shipping label link, you will be presented with your prepaid return shipping label. Print the prepaid shipping label. Put the return label on the package and take it to an authorized drop-off location and ship it to us.
- Trade-in: To trade in your device, pay the final Balloon Payment. Then you can visit Best Buy online or in store to trade in your device.
- Online, visit the Trade-In page and navigate to the applicable trade-in category. Choose your device from the various dropdowns, search, and select your device. Estimate your device’s condition,*"See disclosure" view your estimated trade-in value, and accept the terms and conditions. Choose the method of trade-in delivery to Best Buy. Enter your contact details and submit for your trade-in. If your device is assessed by Best Buy to be in Good or Fair condition, you will receive the value of your trade-in as a gift card from Best Buy. This can then be used toward a future Best Buy purchase. The device trade-in value can be used as a refund to your chosen payment method if you elect to purchase a new device at the time of trade-in.
- In store, bring your device and a valid U.S. driver’s license (or state-issued photo identification card) to a participating Best Buy store. Your device’s condition and functionality will be assessed by Best Buy. If your device is assessed to be in Good or Fair condition, you will sign a statement of ownership, agree to the terms and conditions, and provide any additional information in accordance with the jurisdiction of the store location. Once complete, you will receive the value of your trade-in as a gift card from Best Buy. This can then be used toward a future Best Buy purchase. The device trade-in value can be used as a refund to your chosen payment method if you elect to purchase a new device at the time of trade-in.
Key communications to reference
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Best Buy Communications:
Before the end of your 36-month financing term, you will receive an email from Best Buy Notifications titled “ATTENTION: Important information about your Upgrade+ options.” This communication includes your final Balloon Payment, the trade-in value of your device, key device information, and the prepaid shipping label if you choose to return.
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Citizens Pay Communications:
Shortly after you receive the above email from Best Buy, you will also receive a communication from Citizens Pay. This communication will reiterate the key information provided in the Best Buy email, paired with information about how to access your Citizens Pay account to check your balance, make a payment, or check your due date.
FAQs
Eligibility
What are the options at the end of my 36-month financing term?
The Upgrade+ program has ended, but you still have options when it comes to keeping, returning or trading in your device. Best Buy will provide you with additional information on these options prior to the end of your existing financing term.
When will I become eligible for a return, or return and purchase (trade-in)?
Prior to the end of your existing finance term, Best Buy will provide additional information about your options. We encourage you to consider your options and make a decision in the 36th month of your financing term. If you have not exercised either the return or trade-in options by the end of your 37th month, we will assume you intend to keep the device.
How can I ensure my eligibility to keep, return, or trade-in at the end of my financing term?
You can ensure you are in good standing with Citizens Pay by making the equivalent of 36 monthly minimum payments on your Line of Credit.
If I have multiple devices, can I return or trade them in all at once?
No, you must wait until the end of your financing term for each separate device.
If you keep your device
If I keep my device, what are my Balloon Payment obligations?
You are responsible for paying the Balloon Payment to Citizens Pay, in its entirety.
Do I need to notify Best Buy or Citizens Pay if I am keeping my device?
No. As long as you pay your balance in full to Citizens Pay, inclusive of the Balloon Payment, no further action is necessary. If you do not initiate the return or trade-in processes by the end of month 37 of your financing term, it is assumed you are keeping your device and you are responsible for making the Balloon Payment.
If you return your device
What are my Balloon Payment obligations?
If your device is in good or fair condition when assessed by Best Buy, then Best Buy will make the Balloon Payment to Citizens Pay on your behalf.
What are the device condition requirements that must be satisfied for Best Buy to pay off my Balloon Payment?
The device must be in good or fair condition. Best Buy is responsible for assessing the condition of your device for eligibility of return. Any dispute related to a return received by Citizens Pay will be directed to Best Buy.
How do I initiate the return process?
This is done via an online process only. Find the email Best Buy sent you initially. This includes a unique link to access a prepaid return label and instructions. Every return link is unique.
Can I return my device in-store?
No. The device must be returned using the unique email link Best Buy provides to you.
If my device is assessed by Best Buy to be in good or fair condition, when will the Line of Credit account with Citizens Pay be credited to reflect the Balloon Payment payoff?
Citizens Pay will credit your Line of Credit account within 15 business days from the date Best Buy confirms the device is in good or fair condition.
If my device is in poor or broken condition, what happens?
The device is returned to you by Best Buy, you must keep the device (trade in is not an option), and you are responsible for making the Balloon Payment to Citizens Pay.
If you trade in your device
What are my Balloon Payment obligations?
You are responsible for paying off the Balloon Payment to Citizens Pay, in its entirety.
How do I initiate the trade-in process?
This can be done online or in-store. See below for instructions.
If online: Visit the Trade-In page and navigate to the applicable trade-in category. Choose your device from the various dropdowns, search, and select your device. Estimate your device’s condition, view your estimated trade-in value, and accept the terms and conditions. Choose the method of trade-in delivery to Best Buy. Enter your contact details and submit for your trade-in.
If in-store: Bring your device and a valid U.S. driver’s license (or state-issued photo identification card) to a participating Best Buy store. Your device’s condition and functionality will be assessed by Best Buy. If your device is assessed to be in good or fair condition, you will be provided with a trade-in value, sign a statement of ownership, agree to the terms and conditions, and provide any additional information in accordance with the jurisdiction of the store location.
If my device is assessed by Best Buy to be in good or fair condition, what do I receive in exchange for my original device?
You will receive a Best Buy Gift Card for future purchases, or a refund to method of payment you used for new device if you make another purchase in-store immediately.
If my device is in poor or broken condition, what happens?
The device is returned to you by Best Buy, you must keep the device (trade in is not an option), and you are responsible for making the Balloon Payment to Citizens Pay.
What devices can I choose for my new purchase?
The new purchase can be any available device offered by Best Buy.
Financing and Balloon Payment
Can you explain the difference between the Principal and the Balloon Payment?
The amount financed consists of 36 equal monthly payments over the course of a 36-month term, plus a final payment for any remaining principal balance amount in month 37, also called a “Balloon Payment.” These 36 payments will be applied toward the principal balance each month. The remaining principal balance, or Balloon Payment, will be due in month 37. You are responsible for these monthly payments until the principal balance is paid off. However, if certain requirements are met, the Balloon Payment may be satisfied by Best Buy, on your behalf, in month 37.
In what situations will the Balloon Payment be satisfied by Best Buy?
Balloon Payment will be satisfied by Best Buy when you return the device to Best Buy, and they determine it to be in good or fair condition.
How do I know what I owe on my account, including the Balloon Payment?
For questions about financing, or to view your balance, make a payment, or check your due date, visit pay.citizensbank.com, or call the Citizens Pay Support Center at 1-888-522-9881.
Questions or concerns?
To be best served by Best Buy and Citizens Pay representatives, please mention your request is related to the “Upgrade Plus Program.”
- For trade-in related questions, visit the Trade-In FAQs, contact [email protected], or call our Best Buy Customer Care Center at 1-888-BEST BUY (1-888-237-8289).
- For return-related questions, contact [email protected], or call our Best Buy Customer Care Center at 1-888-BEST BUY (1-888-237-8289).
- For questions about financing, or to view your balance, make a payment, or check your due date, visit pay.citizensbank.com, or call the Citizens Pay Support Center at 1-888-522-9881.
Disclosures
Your privacy is important to Best Buy. For more information on how Best Buy protects your privacy, steps you can take to protect your personal information, and alerts on privacy risks facing consumers please visit the Best Buy privacy hub.
Balloon Payment:
*Your repayment schedule includes a final payment (also called a “Balloon Payment”) in month 37 that will be higher than your regular minimum monthly payment amount. Your regular minimum monthly payments will not repay the entire purchase balance. You will be required to pay the entire outstanding balance, including the Balloon Payment, for your Upgrade+ program financed device in month 37, unless you return the device to Best Buy in good or fair condition in the manner and timeframe described herein. The Balloon Payment amount will not accrue interest.
Keep your device:
*If you do not engage in the return or trade-in flows by the end of your 37th month, it will be assumed that you are keeping your device and therefore, you will be responsible for making the Balloon Payment to Citizens Pay.
Trade in your device at Best Buy:
*You may return the device and complete a new purchase through Best Buy’s Trade-In Program (see terms at BestBuy.com/trade-in). If the device is determined to be in good or fair condition, Best Buy will accept the trade-in and the value of the device will either be given to you through a Best Buy Gift Card, which may be utilized towards a future Best Buy purchase; or, if you elect to make a new purchase at the time of trade-in, the value of the device will be provided as a refund to the form of tender used for the new purchase. If you select this option, you will be responsible to make the Balloon Payment on the traded-in device directly to Citizens Pay. Acceptance of the Best Buy Gift Card or a refund to the form of tender used for the new purchase constitutes agreement that you assume responsibility for the final Balloon Payment to Citizens Pay. If the device is assessed to be in poor condition or broken, the device will be returned to you to keep, and you will be responsible for making the Balloon Payment to Citizens Pay.
Return your device to Best Buy:
*After you return the device to Best Buy, if the device is assessed to be in good or fair condition, Best Buy will make the Balloon Payment to Citizens Pay on your behalf. If the device is assessed to be in poor condition or broken, the device will be returned to you to keep, and you will be responsible for making the Balloon Payment to Citizens Pay.
Device condition requirements:
*Best Buy is responsible for assessing the condition of your device for eligibility of return, or of return and purchase (trade-in). Any dispute related to a return, or a return and purchase (trade-in) received by Citizens Pay will be directed to Best Buy.