Reporting damage or theft

Register your broken product in one of our stores, via our customer service, or online 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 day. We'll notify you of the via email or phone.
• Change delivery day? You can also take care of this via email or phone.

For a complete overview of what you need to do in case of damage, always check the IPID (insurance card) or the Terms and Conditions of your ERGO insurance.

If the damage can be repaired, the insurance will cover the repair costs. You'll only have to pay the deductible.

If your product can't be repaired or if the costs are too high compared to the replacement product, you'll receive the current price of the same or similar replacement product in Coolblue Credit, minus the deductible. You can choose a new product yourself after that. Please contact our customer service to order the product. Only our customer service can apply the shop credit for you.

Note: with the ERGO large household appliance insurance, you receive the original price that you bought the appliance for in CoolblueCredit if your product can't be repaired or if the costs are too high. There's no deductible.

For a complete overview of what is and isn't insured, always check the IPID (insurance card) or the Terms and Conditions of your ERGO insurance.

The amount you receive in shop credit is equal to the price of your insured product at the time you're reporting the claim - minus the deductible. That means you could buy the same product you bought again with additional payment for your deductible. If we don't sell your product anymore, we'll choose a comparable product and use that price to decide the height of your CoolblueCredit.

Note: with the ERGO large household appliance insurance, you receive the original price that you bought the appliance for in CoolblueCredit if your product can't be repaired or if the costs are too high. There's no deductible.

For a complete overview of what is and isn't insured, always check the IPID (insurance card) or the Terms and Conditions of your ERGO insurance.

There's always a deductible when we handle damage and/or theft. This is never less than € 15 and never more than € 300.

• A deductible of 10% of the purchase value of your insured product applies for the ERGO mobile devices insurance.
• For damage, a deductible of 10% of the purchase value of your insured product applies for the ERGO mobile devices insurance including theft. For theft, the deductible is 20% of the purchase value. For total loss, if a repair isn't possible, or the costs are too high compared to a replacement product, there's also a deductible of 10% of the purchase value.
• a deductible of 10% of the purchase value also applies in case of theft or damage for the ERGO devices insurance.
• There's no deductible for the ERGO large household appliances insurance.

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

1. File a police report within 24 hours.
2. If it's a smartphone, call your provider to block your SIM card.
3. Let us know about the theft by sending 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);
• your policy number;
• the order number of your product. 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. Note: the insurance of your old product expires. So you'll have to get a new insurance for your new product.

For a complete overview on theft, view the IPID (insurance card) or the Terms and Conditions of your ERGO insurance.

• 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.

For a complete overview of what is and isn't insured, always check the IPID (insurance card) or the terms and conditions of your ERGO insurance.

Was your product stolen? You'll receive the current price of the same or similar replacement product in Coolblue Credit, minus the deductible. That means you'll always receive the value needed to buy the same product again. You can choose a new product yourself after that. Please contact our customer service to order the product. Only our customer service can apply the shop credit for you.

Note: with the ERGO large household appliance insurance, theft isn't covered.

For a complete overview of what is and isn't insured, always check the IPID (insurance card) or the Terms and Conditions of your ERGO insurance.

When we've received your product, we'll send it to a technician to see how much it'll cost to repair the product. 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 and we'll contact you about whether you still want us to repair the product, but the costs will be on you.

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