Exchanges and returns

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.

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.

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

Almost always. But it does depend on the condition of your product. To get the full purchase price back, it's important to return your product in its original condition and undamaged. This way, we can make someone else happy with a new product.

Otherwise, we'll determine what the depreciation is based on the condition of your product.

Feel free to view the product as you would in the store. _For example: take a pan out of the box and look at it from all sides, but don't cook with it.

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.

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, you can drop off your product in one of our stores. You don't have to register your return online in advance and you don't have to print anything. In the case of a defect, we'll first try to find a solution ourselves. If that doesn't work, we'll send your product to be repaired.

Good to know: Did you pay in cash? When you return a product in our stores, we'll refund up to € 50 in cash. Is the amount over € 50 or did you not pay in cash? We'll refund the amount to your account.

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

We process every 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 2 more days.