Reporting damage or theft

In all cases of damage and/or theft, there's a deductible amount which is never less than € 15 and never more than € 300.

With the Coolblue Backup Plan Damage + Theft for mobile devices, there's a deductible amount of 10% of the purchase amount in case of damage. In case of theft, there's a deductible amount of 20% of the purchase value. In case of total loss, when repair isn't possible, or if the costs to do so are disproportionately high compared to a replacement product, there's a deductible amount of 10% of the purchase value as well.

With the Coolblue Backup Plan for all products except mobile devices, there's a deductible amount of 10% of the purchase value for both theft and damage.

When we receive your product, we send it to a technician to see how much it's going to cost to repair it. We then contact our insurance company so you don't have to do it. There are several possible outcomes:

1. Your product will be repaired. Your product will be returned to you after the repair.
2. Your product can't be repaired. You'll receive store credit so you can choose a new product on the website.
3. The damage to your product isn't covered by your insurance. We'll ask you if you still want us to repair the product for you. Naturally, this means you have to pay for the repair yourself.

Has your product been stolen? If so, you'll receive the price of the same or a similar replacement product in Coolblue credit, minus your deductible amount. This means you'll always receive the amount you need to buy the same product again. With this credit, you can choose a new product yourself. Please contact our Customer Service to order the product. Only they can apply your store credit for you.

When the damage can be repaired, the repair costs are covered by the insurance. You only have to pay the deductible amount.

When it's not possible to repair the product, or if the costs are disproportionately high compared to a replacement product, you'll receive the current price of the same or a similar replacement product in Coolblue credit, minus your deductible amount. You can then use this credit to choose a new product. Please contact our Customer Service to order the product. Only they can apply your store credit for you.

The amount you receive in Coolblue store credit equals the price of your insured product at the time when you submit your claim, minus the deductible amount. This means you could buy the same product you already had when you include the deductible amount yourself. If we no longer sell your product, we use the price of a similar product to determine the amount of your Coolblue credit.

• Your product will be repaired when the costs of the repair are lower than the replacement costs. You'll receive an email with a payment request for the repair costs to the amount of the deductible of your policy.
• Your product will be repaired. We'll send it back to you or to the store. In most cases, you'll receive your repaired product within 2 weeks.
• If the damage is covered by the 2-year manufacturer's warranty, you don't have to pay the deductible amount.

1. Report the incident to the police within 48 hours.
2. If your phone got stolen, call your provider to block your SIM card.
3. Report the theft to ERGO, the insurance company, and send an email to diefstal@coolblue.be. Make sure to add:

• your police report;
• the policy number;
• the order number. You can find it in your My Coolblue account, or in your order confirmation.

You'll receive shop credit equal to the replacement value of your product, minus your deductible. You can select a new product right away. The insurance for your old product will expire, so make sure to re-insure your new product.

• When the costs of the repair exceed the replacement costs, you'll receive the replacement costs in the form of store credit. When the damage isn't covered by the manufacturer's warranty, we subtract the deductible amount from the store credit. We take care of this for you. In this case, the insurance of your old product expires and ends.
• Afterwards, you can choose a new product on the website. Please contact our Customer Service to order the product. Only they can apply your store credit for you.
• If you pay the insurance premium on a monthly basis, the minimal term of your insurance is 12 months. If you receive store credit within the first year of your insurance, the remaining amount for the insurance premium will be subtracted from it.

Register your damaged product in one of our stores, via our Customer Service, or via My Coolblue.

Large products Is the product heavier than 30 kilograms and/or larger than 175x78x55 centimeters? Returns work as follows:

• Register your product via the online return form, we'll make sure a repair appointment is being made.
• Within 24 hours after your report, the manufacturer will make an appointment to repair the product at your home.
• Our delivery drivers will come pick up your product the next working day. You'll be notified of this via email or phone.
• Want to change the pickup day? You can do this via email or telephone as well.