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FAQ exchanges and returns

You probably understand that you can't return the following products:

  • Software with a broken seal. That means you can't return the latest FIFA after you've installed it and played a quick match.
  • Digital activation codes, for example for Microsoft Office.
  • Vouchers, gift cards, and credit. Even if you haven't used them yet.
  • Cartridges and toners with the protection and foil removed.

We can't refund you for services performed by postal workers or installers either. These include:

  • Installation and build-in costs.
  • Redeemed vouchers for build-in and/or installation.
  • Costs for special shipping options like Coolblue VandaagNog® and time slot delivery.

This depends on the specific product. We offer different solutions for small products and large products.

  • __ Most products__ can be returned to us. Pack up the product and send it to us via a bpost point or parcel locker in your area for free or go to one of our stores.
  • We usually pick up large products such as white goods and kitchen appliances.

Do you want to know if your product is being picked up? We'll always let you know via email after your product has been registered. In addition, you can find out what type of warranty you have on the product page of your product, under "specifications". Does it say "On-site service"? We'll come pick up the product. If it says 'Carry-in warranty', we expect you to send the product to us.

Yes, that's possible! Read more below:

  • Take your product to one of our stores. You don't have to register your return online beforehand and don't have to print anything either.
  • Do you want to exchange your product? Reserve the new product in advance by ordering it and having it sent to the store. You don't have to pay for a reservation.
  • Would you rather get your money back? Amounts lower than € 30 will be refunded directly in the store. We'll transfer larger amounts to your account within 5 working days.

Yes, the same return conditions apply to Second Chance products as to new products. You can easily register your return via the online return form.

Almost always. But it does depend on the condition of your product, of course. To get the full purchase amount back, it's important for you to return the product in its original condition and without damage. That way, we can make someone else happy with this product.

Otherwise, we'll have to determine the depreciation based on the condition of your product.

You can inspect the product as you would do in the store. Example: you can take a pan out of the box and look at it from all sides, but you can't cook with it.

You can register your return within 30 days of receiving the product. After that, you'll have another 14 days to return your product for free. You have 2 options:

  • Exchange your product for a new one for free;
  • Return your product for free and get a refund.

To get the full purchase amount back, it's important to return your product in its original condition and make sure it's undamaged. Handle the product as you would do in the store.

You can indicate your choice in the [online return form] (https://www.coolblue.be/en/return-request). After 30 days, we'll repair your product and the above options no longer apply.

You have 3 options within 30 days of receiving your product:

  • Exchange your product for a new one for free.
  • Have your product repaired.
  • Return your product for free and get a refund.

Your product will always be repaired after 30 days.

You can indicate your choice in the online return form.

You can do this easily and quickly via the online return form.

Is your product not listed with the orders? It's possible that you're logged into the wrong My Coolblue account. Log in with the email address that you originally purchased your product with.

As soon as we've processed your return, we'll refund you within 5 working days. The time it takes for a refund to appear on your bank account depends on the payment method.

You might get your money back in several installments. This can be due to two things:

  • You've paid for your order with a gift card, either completely or partially. You'll get refunded with shop credit.

  • You've exchanged a product for a different one. In that case, we'll refund the purchase value of the first product to the payment method you used to pay the first time. Did you pay an additional amount for the replacement product? You'll be refunded that amount separately.

  • Did you pay with cash? In our stores, we refund an amount up to € 50 in cash. We'll refund any amount above € 50 to your bank account.

You can see the status of your order in My Coolblue. As soon as we start processing your package, we'll send you a confirmation email.

It's possible that your product has arrived at our warehouse according to the Track & Trace information, but you haven't received a reception confirmation yet. Don't worry, it can take up to 24 hours before we start processing your return.

Did you return your package over 3 days ago and still haven't heard anything? Please contact our customer service.



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