Reporting damage or theft

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If the costs of the repair are less than the replacement value, we'll send your product to a repair service to see how much it costs to repair the product. In this case, you'll receive a payment request for the repairs via email, for the deductible amount that's stated in your policy.

Next, you can select a new product on our website. Contact our Customer Service. Only the Customer Service can redeem shop credit. If you pay for your insurance monthly, the minimum term of the insurance is 12 months. If you receive shop credit from Coolblue in the first year, the remainder of the insurance will be deducted from that.

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.

In case of theft, report it to the police within 48 hours. Did your mobile phone get stolen? Make sure to call your provider to block your SIM card. After you fill out the claim form, you'll receive an email from Coolblue with the replacement value of your product in shop credit. Your deductible will be deducted from this. This way, you can start looking for a new product right away. In this case, the insurance of your old product will lapse and will be terminated.

Where you report theft depends on when you purchased insurance. Before 1 October 2018: ACTUA. After 1 October 2018: ERGO.

Do you have an ACTUA insurance, activated before 1 October 2018?

Do you have an ERGO insurance, activated after 1 October 2018? After reporting, send an email to and include:

  • Your police report
  • The policy number on your policy schedule
  • The Coolblue order number of your product. You can find the order number in your order overview in My Coolblue or in the order confirmation you received via email.

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

Is the product heavier than 30 kilograms and/or larger than 175x78x55 centimeters?

  • Submit your return, 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.

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