Frequently asked questions about exchanging and returning

At MediaMarkt, you can return your purchase for free for 30 days. You can do this both online and in any of the 54 MediaMarkt stores. Products purchased via external sellers (Marketplace) have their own return policy. For more information on this, please contact [email protected].

You can return a product purchased at MediaMarkt in any store or by post. You may return a product within 30 days of receipt. However, it must meet the following conditions:

• The product is complete and contains all accessories.
• The product is in new condition.
• The product is packed, if reasonably possible, in the original packaging.
• You may view and try out the product as you would in our store. For example, you can view a deep fryer from all sides, but you may not fry in it if you still want to return it.

We request that you return the product in good condition so that we can give it a second life via our MediaMarkt Outlet. In this way, we contribute together to the sustainable use of consumer electronics.

The following products and services cannot be returned:

• Trading card packages, video carriers, sound carriers and software with a broken seal (for example CDs, DVDs and games).
• Services or subscriptions that have been used.
• Prepaid packages.
• Personalised products (products that are made especially for you).
• Telecom subscriptions purchased in-store.
• Telecom subscriptions purchased via www.mediamarkt.nl or www.telefoonabonnementen.mediamarkt.nl for which the statutory 14-day cooling-off period has expired.
• Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken.
• Hygiene products such as toothbrushes and pet products cannot be returned if they have been used.

MediaMarkt reserves the right to assess returned purchases. If, during this assessment, MediaMarkt determines that the product is damaged or that additional work is required to make it resellable (such as repackaging/sealing, replacing missing parts, or relabeling), MediaMarkt may apply a depreciation. The depreciation applied will be equal to the costs MediaMarkt incurs to restore the product to a suitable condition for resale.

You can return a product purchased at MediaMarkt in any store or send it back by post.

1. Return to the store (with the exception of Marketplace products)

• Take your product complete and in the original packaging to one of our stores.
• In the store, we will immediately check your product and help you with the desired solution. We will refund your money, arrange for a repair or exchange your purchase for another product.

2. Send by post (parcels and TVs up to 45 inches and with the exception of Marketplace products)

• You can register your return via our online returns portal.
• After registering, you will receive an email from us with the shipping label and shipping instructions.

Then prepare your product for shipping:

• Because you are responsible for ensuring that MediaMarkt receives the product in good condition, we recommend that you pack the product properly.
• Check that the product is complete and that all accessories are in the packaging.
• Remove your personal data or account where necessary (think of Google lock/Find My iPhone).
• If you use the received packaging, remove the label from the box.

3. Pick up at your home (large/heavy appliances such as washing machines and TVs larger than 45 inches)

• Large and/or heavy appliances that we have delivered to your home cannot be returned to the store. We will pick up these products from you free of charge. Contact us via the contact form to make a pick-up appointment.

4. Marketplace product (not sold by MediaMarkt)

• Unfortunately, it is not possible to return a Marketplace order in a MediaMarkt store. But don't worry, we are happy to help you! Send an email to [email protected] to request a return label. We will ensure that you are helped quickly.

Unfortunately, it's not possible to return a Marketplace order to a MediaMarkt store. But don't worry, we're happy to help! Send an email to [email protected] to request a return label. We'll make sure you get help quickly.

The following products and services cannot be returned:

• Video carriers, sound carriers and software with a broken seal (e.g. CDs, DVDs and games).
• Trading cards (such as Pokémon, Disney Lorcana & One Piece) purchased in one of our stores.
• Services or subscriptions that have been used.
• Prepaid packages.
• Personalised products.
• Telecom subscriptions purchased in-store.
• Telecom subscriptions purchased through www.mediamarkt.nl or www.telefoonabonnementen.mediamarkt.nl for which the statutory 14-day cooling-off period has expired.
• Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken.
• Hygiene products such as toothbrushes and pet products cannot be returned if they have been used.

The following products and services can only be returned in the store:

• E-scooters, e-bikes, hoverboards

If your product meets the return conditions and the store has the desired product in stock, it can be exchanged immediately. If it is a large product such as a washing machine or refrigerator, please contact us via the contact form.

Yes, if your product meets the return conditions, you will receive the entire purchase amount back. It may happen that the product does not meet the return conditions. Think of user traces or (minor) damage. If we have to make extra costs to give the product a second life, we can apply a depreciation.

You can return a product purchased at MediaMarkt in any store or send it back by post.

1. Return to the store (with the exception of Marketplace products)

• Take your product complete and in the original packaging to one of our stores.
• In the store, we will immediately check your product and help you with the desired solution. We will refund your money, arrange for a repair or exchange your purchase for another product.

2. Send by post (parcels and TVs up to 45 inches and with the exception of Marketplace products)

• You can register your return via our online returns portal.
• After registering, you will receive an email from us with the shipping label and shipping instructions.

Then prepare your product for shipping:

• Because you are responsible for ensuring that MediaMarkt receives the product in good condition, we recommend that you pack the product properly.
• Check that the product is complete and that all accessories are in the packaging.
• Remove your personal data or account where necessary (think of Google lock/Find My iPhone).
• If you use the received packaging, remove the label from the box.

3. Pick up at your home (large/heavy appliances such as washing machines and TVs larger than 45 inches)

• Large and/or heavy appliances that we have delivered to your home cannot be returned to the store. We will pick up these products from you free of charge. Contact us via the contact form to make a pick-up appointment.

4. Marketplace product (not sold by MediaMarkt)

• Unfortunately, it is not possible to return a Marketplace order in a MediaMarkt store. But don't worry, we are happy to help you! Send an email to [email protected] to request a return label. We will ensure that you are helped quickly.

Yes, you can return your product to one of our stores, with the exception of Marketplace products. Did you pay cash? In our stores, we will refund amounts up to €500 in cash. Is the amount more than €500 or did you not pay cash? Then we will refund the amount to your account.

Unfortunately, it is not possible to return a Marketplace order in a MediaMarkt store. But don't worry, we are happy to help you! Send an email to [email protected] to request a return label. We will make sure you are helped quickly.

Large and/or heavy appliances that we have delivered to your home cannot be returned to the store. We will collect these products from your home in the Netherlands free of charge. Please contact us via the contact form to find out which products are involved and to make an appointment to collect these products. As soon as the product has been checked in our logistics centre and appears to meet our return conditions, we will refund you the purchase price (including any installation costs).

You can return a product purchased at MediaMarkt in any store or by post. You may return a product within 30 days of receipt. However, it must meet the following conditions:

• The product is complete and contains all accessories.
• The product is in new condition.
• The product is packed, if reasonably possible, in the original packaging.
• You may view and try out the product as you would in our store. For example, you can view a deep fryer from all sides, but you may not fry in it if you still want to return it.

We request that you return the product in good condition so that we can give it a second life via our MediaMarkt Outlet. In this way, we contribute together to the sustainable use of consumer electronics.

The following products and services cannot be returned:

• Trading card packages, video carriers, sound carriers and software with a broken seal (for example CDs, DVDs and games).
• Services or subscriptions that have been used.
• Prepaid packages.
• Personalised products (products that are made especially for you).
• Telecom subscriptions purchased in-store.
• Telecom subscriptions purchased via www.mediamarkt.nl or www.telefoonabonnementen.mediamarkt.nl for which the statutory 14-day cooling-off period has expired.
• Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken.
• Hygiene products such as toothbrushes and pet products cannot be returned if they have been used.

MediaMarkt reserves the right to assess returned purchases. If, during this assessment, MediaMarkt determines that the product is damaged or that additional work is required to make it resellable (such as repackaging/sealing, replacing missing parts, or relabeling), MediaMarkt may apply a depreciation. The depreciation applied will be equal to the costs MediaMarkt incurs to restore the product to a suitable condition for resale.

Yes, if your product meets the return conditions, you will receive the entire purchase amount back. It may happen that the product does not meet the return conditions. Think of user traces or (minor) damage. If we have to make extra costs to give the product a second life, we can apply a depreciation.

The following products and services cannot be returned:

• Video carriers, sound carriers and software with a broken seal (e.g. CDs, DVDs and games).
• Services or subscriptions that have been used.
• Prepaid packages.
• Personalised products (products that have been made especially for you).
• Telecom subscriptions purchased in-store.
• Telecom subscriptions purchased via www.mediamarkt.nl or www.telefoonabonnementen.mediamarkt.nl for which the statutory 14-day cooling-off period has expired.
• Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken.
• Hygiene products such as toothbrushes and pet products cannot be returned if they have been used.

The following products and services can only be returned in the store:

• E-scooters, e-bikes, hoverboards

Some products, such as razors and toothbrushes, are sealed. This allows you to assess the appearance of the product and allows us to determine that the product has not been used in the event of a return. Breaking the seal means that we can no longer take the product back.

You may view and try out the product as you would in our store. For example, you can view a deep fryer from all sides, but you may not fry in it if you still want to return it. We request that you return the product in good condition so that we can give the product a second life via our MediaMarkt Outlet. In this way, we contribute together to the sustainable use of consumer electronics.

You can return a product purchased at MediaMarkt in any store or send it back by post.

1. Return to the store (with the exception of Marketplace products)

• Take your product complete and in the original packaging to one of our stores.
• In the store, we will immediately check your product and help you with the desired solution. We will refund your money, arrange for a repair or exchange your purchase for another product.

2. Send by post (parcels and TVs up to 45 inches and with the exception of Marketplace products)

• You can register your return via our online returns portal.
• After registering, you will receive an email from us with the shipping label and shipping instructions.

Then prepare your product for shipping:

• Because you are responsible for ensuring that MediaMarkt receives the product in good condition, we recommend that you pack the product properly.
• Check that the product is complete and that all accessories are in the packaging.
• Remove your personal data or account where necessary (think of Google lock/Find My iPhone).
• If you use the received packaging, remove the label from the box.

3. Pick up at your home (large/heavy appliances such as washing machines and TVs larger than 45 inches)

• Large and/or heavy appliances that we have delivered to your home cannot be returned to the store. We will pick up these products from you free of charge. Contact us via the contact form to make a pick-up appointment.

4. Marketplace product (not sold by MediaMarkt)

• Unfortunately, it is not possible to return a Marketplace order in a MediaMarkt store. But don't worry, we are happy to help you! Send an email to [email protected] to request a return label. We will ensure that you are helped quickly.

Yes, you can return all products from your order separately. In the online return form you can indicate which product you want to return.

When you return a product that you purchased together with a service, the service will not be refunded if it has already been performed. The service has already been delivered and is part of the order. It is of course always possible that something goes wrong when performing a service. In that case, we will be happy to look for a suitable solution together with you. Do you have any questions about your specific situation? Please feel free to contact us via the contact form.

You can return a product purchased at MediaMarkt in any store or send it back by post.

1. Return to the store (with the exception of Marketplace products)

• Take your product complete and in the original packaging to one of our stores.
• In the store, we will immediately check your product and help you with the desired solution. We will refund your money, arrange for a repair or exchange your purchase for another product.

2. Send by post (parcels and TVs up to 45 inches and with the exception of Marketplace products)

• You can register your return via our online returns portal.
• After registering, you will receive an email from us with the shipping label and shipping instructions.

Then prepare your product for shipping:

• Because you are responsible for ensuring that MediaMarkt receives the product in good condition, we recommend that you pack the product properly.
• Check that the product is complete and that all accessories are in the packaging.
• Remove your personal data or account where necessary (think of Google lock/Find My iPhone).
• If you use the received packaging, remove the label from the box.

3. Pick up at your home (large/heavy appliances such as washing machines and TVs larger than 45 inches)

• Large and/or heavy appliances that we have delivered to your home cannot be returned to the store. We will pick up these products from you free of charge. Contact us via the contact form to make a pick-up appointment.

4. Marketplace product (not sold by MediaMarkt)

• Unfortunately, it is not possible to return a Marketplace order in a MediaMarkt store. But don't worry, we are happy to help you! Send an email to [email protected] to request a return label. We will ensure that you are helped quickly.

In the track & trace you will find the status of your return. As soon as the product has been delivered to us, we will process it within one working day. After processing, we will send a confirmation by email and start the refund. We will inform you again when the refund has been processed. In that email you will also receive your credit invoice immediately.

To ensure a smooth pick-up of a large product, you can make the necessary preparations yourself:

• Read the email from the carrier. This contains product-specific instructions that are required to be able to take the product with you.
• Make sure there is enough space and that you remove fragile items. For example, a shoe cabinet, mirror or stair gate.