Exchanges and returns

In My Coolblue you can see the status of your return. 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, after receiving the Track & Trace, it can take up to 24 hours before you receive an email with the reception confirmation.

Didn't receive an email? Check your spambox.

Yes, you can try the product like you would in the store.

Don't like the product? You can return it. It's important to return your product in the original condition and packaging. That way, we can make someone else happy with it.

Bring your product to one of our stores or register your return via the online return form. Sending your product works as follows:

1. Use sturdy packaging for your product. Print your shipping label and scan it at the collection point. You can find the new label in your email.
2. Bring your package to the post office for free.

As soon as we receive your product, we'll get to work. A return is always free. Within 30 days after purchase, you can choose to exchange the product or to get your money back. With an exchange, we'll send you the new product on the day we receive your return. Rather have your money back? Your money will be back on your bank account within 3 working days.

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

• For most products we ask you to send the product to us yourself. Pack up the product and send it to us via a nearby bpost point or Parcel Locker or via one of our stores for free.
• In most cases, we pick up large products such as white goods and kitchen appliances at your house.

Want to know if we'll pick up your product? We'll always let you know via email after your product is 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 pick up the product at your house. If it says 'Carry-in warranty', we expect you to send the product to us.

Yes. If you register your return online first, you can drop it off in one of our stores.

Advantages of in-store returns:

• We can help you find a replacement product. We'll often have it in stock right away.

• If you have to send in your product for a repair, it's faster to do so via our store than via a package point.
  

Use sturdy packaging. If you can, use the original packaging. That way, the chance of the product getting damaged is smaller. No longer have the original packaging? No problem. We'll look at the condition of your returned product and determine what the depreciation is based on that.

You can ship the product in a Coolblue box or another box that closes well.

All packed up? Print your shipping label or show the barcode of the shipping label from your smartphone at a bpost point near you. You can find the shipping label in the email you received from us.

Within 30 days, you can register your product for return. You can do this via the online return form.

• After registration, you'll have another 14 days to return your product for free.
• You can choose between exchanging your product for free, or have your money refunded.
• To get the full purchase price back, it's important to return your product in its original condition and undamaged. For example: take a pan out of the box and look at it from all sides, but don't cook with it.
• View the extensive return requirements here

After 30 days you can register your product for repair. You can also do this via the online return form.

• You have 2 years warranty on your product.

Understandably, you can't return the following items

• Software that has been unsealed. That means you can't return the latest FIFA game after playing a match.
• Opened personal care products.
• Digital activation codes for software such as Microsoft Office.
• Vouchers, gift cards, and coupons. Even if they haven't been used.
• Cartridges and toner cartridges of which the protection and foil is removed.

We don't refund money for correctly performed services of postal workers and technicians. This includes

• installation and installation costs
• redeemed vouchers for build-in and/or installation
• costs for special shipping options such as time slot delivery

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

As soon as we've processed your return, we'll refund you within 3 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 or voucher, 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.
• You've returned multiple products. One product might be processed earlier than an other product. This can mean that you've got your money back from one product, but not from an other. In this case, we want to ask you to have some patience.

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 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.