Reporting damage or theft

Register your broken product in one of our stores, via our customer service, or via the online damage form in [My Coolblue].

Large products Is the product heavier than 30kg and/or larger than 175x78x55cm? It works as follows:

• Register your product via the online return form, we'll make sure that a repair appointment will be made.
• Within 24 hours after your registration, the manufacturer makes an appointment with you to repair your product at your house.
• If your product is picked up for repair, the delivery drivers will pick up your product the next working day. We'll notify you of this via email or phone.
• Change delivery day? You can also take care of this via email or phone.

After receiving your product, we'll send it to the repair service to check what the repair costs will be. After doing so, we'll contact Actua, our insurer. You don't have to do this yourself. There are 2 possible outcomes:

1. Your product will be repaired.
2. You'll get store credit to purchase a new product on our website.

1. File a police report within 48 hours.
2. If it's a phone, call your provider to block your SIM card.
3. Send an email to diefstal@coolblue.nl with:
   • your police report (make sure that you put the serial number or IMEI number of your stolen product in your police report. You can find this number on your policy document);
   • the policy number on your policy document;
   • the order number of your purchase. You can find this in Orders in your My Coolblue account or in your order confirmation.

After your report, you'll receive shop credit via email, worth the replacement value of your product minus your deductible. This means you can pick out a new product right away. The insurance of your old product expires. So you'll have to get a new insurance for your new product.

Your product will be repaired if the costs of the repairs are lower than the replacement value. In that case, you'll receive a payment request via email for the repair costs. This amount is the deductible that corresponds to your premium.

Your product will be repaired and we'll send it back to you or the store. In most cases, you'll get your repaired product back within 2 weeks. If the damage is covered by the standard warranty, you don't have to pay the deductible.

If the costs of the repairs are higher than that of the replacement value, you receive the replacement value as shop credit. When the damage isn't covered by the standard warranty, your deductible will be subtracted. We'll calculate this for you. In that case, the insurance of your old product expires and will be terminated. You don't receive a refund of the insurance costs.

You can then pick out a new product on the website. Contact our customer service to order the product, because only they can apply the shop credit for you.