What to do if you've changed your mind, want to exchange your terminal, or it isn't working as expected.
Overview
This document explains how to return or exchange your payment terminal in case of issues, and what to expect at each stage.
- Want to send your terminal back or swap it for a different model? See "Starting a return, exchange, or repair" below to begin, and "Our policies: returns, exchanges and warranty" for the full terms.
- Dealing with a fault or technical issue? Always try to troubleshoot the issue first. User guides and troubleshooting instructions are available in our Help Center and technical documentation. Need help? Contact our support team (see below).
Starting a return or exchange
Contact us at pos-support@mollie.com or via live chat in your Dashboard. We'll guide you through the next steps. Items returned without prior authorization from Mollie will be refused and returned to sender.
Our policies: returns, exchanges and warranty
Return and exchange policy
You can return or exchange your terminal within 14 calendar days of receiving it, for any reason. The same conditions apply whether you're returning it for a refund or exchanging it for a different model.
To qualify for a full refund:
- The terminal must be unused.
- It must be returned in its original packaging.
- All accessories must be included: cables, power adapter, and documentation.
You don't need to provide a receipt. We can verify your order and delivery date ourselves.
Return shipping is at your own cost. Once we've received and inspected the returned terminal, we'll issue a full refund of the device price.
Warranty
Your terminal is covered by a standard 1-year manufacturer warranty from the date of purchase. If our teams define that your device is eligible for a repair or replacement free of charge, we'll email you a prepaid return label so you won't pay for shipping.
The warranty doesn't cover:
- Improper or inadequate maintenance, unauthorised modification or misuse, operation outside the published environmental specifications, or improper site preparation.
- Broken or missing security seals, or altered or missing serial or part number labels.
- Unauthorised repair by a third party.
- Damage from misuse, abuse, accidents, fire, theft, power surges or incorrect voltage, malware, drops, spills, extreme temperatures, neglect, scratches, cracks, or water marks.
Dealing with hardware and software issues
If your terminal is damaged on arrival or stops working within the first 14 days after delivery, contact us. We'll send you a free replacement if the issue is confirmed and can't be fixed remotely.
After your 14-day window has passed, how we help depends on the type of problem.
Hardware problems
This covers issues like a broken screen, battery, card reader, or buttons.
Once we've assessed the problem, our teams will offer you a suitable solution: a free replacement, a discounted refurbished replacement (subject to availability), or a new terminal at full price.
Software or connection problems
This covers issues like freezing, network errors, or payment errors.
Contact us first. Most of these issues can be fixed remotely, without needing to send anything back. A hardware replacement is only offered if a software fix genuinely isn't possible and it's stopping you from taking payments.
Tampered devices
This covers issues related to device tampering.
If your device displays a message indicating a "Tamper" event, or you notice that the device has been physically altered, contact us immediately. This means that your device has potentially been subject to unauthorized modifications. Do not try to process payments, open the device or fix the issue.