Damage and theft of insured products

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.nl 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.nl. We'll get to work on it and you'll receive a reply within 5 days.

In order for us to help you, you have to take a few steps:

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 under Orders in your My Coolblue account or in your order confirmation.

After your report, you'll receive shop credit via email. You can choose a new product with that right away. The insurance of your old product will stop.

Did you take out your insurance before 8 May 2025? You'll receive shop credit that equals the worth of your product at that time, minus your deductible. Did you take out your insurance after 8 May 2025? You'll receive shop credit that's worth the amount you paid for your old product at most.

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 damage 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 damage form.
• Within 24 hours, the manufacturer contacts you to make an appointment. The repair happens at your house. You need to pay the costs yourself first and you can then request reimbursement from us. This applies to all products. Contact our customer service for this.
• 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.

When we receive your product, we'll send it to a repair service to find out what it would cost to repair your product. We'll then contact our insurer. You don't have to do this yourself. 

There are 2 possible outcomes: 
1. Your product will be repaired. 
2. You'll receive CoolblueCredit so you can buy a new product on our website.