Exchanges and returns

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.

Your product likely wasn't returned in its original condition. In that case, we determine what the depreciation is based on the state of the product. The maximum depreciation is 25%.

The final amount you receive is determined by two things:

1. The depreciation of the product. That's based on three factors:

• damage to the product;
• damaged packaging;
• completeness of the product.

2. The costs that we have to make to resell the product. Think of taking clear photos and writing a good description. These costs are € 7.50 and are deducted along with the depreciation.

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.
• Vouchers, gift cards, and coupons. Even if they haven't been used.
• Cartridges and toner cartridges of which the protection and film 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.

1. Register your return via the online return form. 2. Prepare your product for the return trip:

• Pack it well and sturdily. If you can, use the original packaging. That way, you can keep the product damage-free, and we might be able to make someone else happy with it. 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;
• Ship the product in a Coolblue box or another box that closes well;
• Delete your data and account if necessary.

3. Within one hour after registering your return, you'll receive a confirmation email with a return number and shipping label. Print out the shipping label and stick it on the outer box. 4. Send your package to us for free via a DHL point in your area. 5. Sit back and keep an eye on the status via My Coolblue.

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 DHL point in your area.
• We usually pick up large products such as white goods and kitchen appliances at your home.

Do you want to know if your product can be picked up? We'll always let you know via email after your product has been registered. Keep a close eye on your email (and possibly the spam folder).

You can easily register your return by yourself via the online return form.

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 and stick it on the outer box. You can find it in the email we sent you.

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

Yes. Second Chance products have the same return requirements as new products. You can easily register your return in the online return form.

Yes. That's possible for products that are available for pickup in store when you place the order. We only deliver and exchange large products at your home.

Take your product to our store in Dusseldorf or Essen. Don't know which product you want to exchange it for? Our experts are happy to help you find a product that suits you better. You don't have to register your product via the website, but it's a good idea to keep your order number ready.

Already know which product you want to exchange it for?

1. Order your new product to reserve it.
2. Indicate that you want to pick up your product in the store when you complete your order. That way, you won't have to pay yet.
3. In most cases, you'll be able to pick up your new product the same day or the next day. We'll let you know as soon as your new product is ready in the store.

What if I want to exchange my product for a cheaper product? We'll deposit the difference back in your account. You can only get a cash refund if you paid in cash. We'll refund up to € 50 in cash.

What if I want to exchange my product for a more expensive product? You can pay the difference.

We process each product separately. This means that a product can be processed earlier than another product, even if you've returned them in the same box. It's possible that you've received your money back from one product, but not for another. In this case, we want to ask you to wait a little longer.