Damage and theft of insured products

What you have to do depends on the size of your product.

Small products Is your product lighter than 30kg and/or smaller than 175x78x55cm? You can register the product in 3 ways:

• In one of our stores
• Via our customer service
• Via the online return form in your My Coolblue account

Large products Is your product heavier than 30kg and/or larger than 175x78x55cm? It works like this:

• Register your product via the online return form
• Within 24 hours, the manufacturer contacts you to make an appointment. The repair happens at your house.
• Does your product need to be picked up for repairs? Our delivery drivers will pick it up the next working day. You'll receive an email or a phone call about this.
• Do you want to change the pickup day? That's also possible via email or phone.

Do you want to know what exactly is covered by the insurance? Take a look at the insurance card (IPID) or the Terms and Conditions of your insurance.

You'll receive an invoice when your product is repaired at your own house. If the costs of the repair are lower than the purchase price of your product, you first pay these costs yourself.

Email us at verzekeringen@coolblue.be to receive reimbursement of the amount. Put this in your email:

• the quote that you've received from the technician, such as a cost indication, work order, or invoice;
• your IBAN;
• the return number of your repair.

Within 5 days, we'll respond to your email.

Are the costs of the repair higher than the purchase price of your product? You don't have to agree with the quote. Send the quote and the return number of the repair to verzekeringen@coolblue.be. We'll get to work on it and you'll receive a reply within 5 days.

In case of theft, it's important to do the following 3 things as soon as possible:

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.be 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 under Orders and invoices in your My Coolblue account or in your order confirmation.

After your report, you'll receive an email with shop credit. With this, you can choose a new product right away. The insurance of your old product ends.

Did you take out your insurance before 8 May 2025? You'll receive shop credit with a value of what your old product was worth at that time, minus your deductible.

Did you take out the insurance on or after 8 May 2025? You'll receive shop credit of maximum the amount you paid for your old product.

When we've received your product, we'll send it to the repair service. They determine the costs of the repair. After that, we'll contact our insurance company. You don't have to do this yourself. There are multiple possible outcomes:

1. Your product gets repaired. You'll get your product back after the repair.
2. Your product can't be repaired. You'll receive shop credit you can use to choose a new product from the website.
3. The damage to your product isn't covered by the insurance. You can decide if you still want it repaired. The costs are at your own expense.

For a complete overview about reporting damage, always check the IPID (insurance card) or the Terms and Conditions of your insurance.

When your product is repaired, the insurance covers the costs. Did you take out the insurance before 8 May 2025, you do pay a deductible.

Is repairing not possible anymore, or are the costs too high in comparison to a replacement product? If you've taken out the insurance before 8 May 2025, you'll receive the current price of the same or a similar replacement product in CoolblueCredit with subtracting the deductible.

If you've taken out the insurance after 8 May 2025, you'll receive a maximum of the purchase price of the product back. You don't pay a deductible.

With the shop credit, you can choose a new product yourself.

For a complete overview, always take a look at the IPID (insurance card) or the Terms and Conditions of your insurance.