Frequently asked questions about warranty, repair & insurance
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Frequently asked questions
The statutory warranty period depends on the product, usage, and other circumstances, and is based on the expected lifespan. For example, you can expect a refrigerator to have a longer lifespan than a kettle. The statutory warranty period is at least 24 months.
What is covered?
- A technical defect
- A part or component that spontaneously fails
- A product that stops working for no apparent reason during normal use
What is not covered by the warranty? (non-exhaustive list)
- Damage resulting from improper use (e.g., drops, impacts, presence of liquids, etc.)
- Accidental damage or damage caused by external factors (e.g., overvoltage, lightning, fire, cosmetic damage, etc.)
- Wear and tear of parts and/or accessories, whether this wear and tear is normal over time or due to intensive use (outside the intended limits)
- Consumables
- Unauthorized intervention (e.g., disassembly, modification, root/jailbreak, or repairs by an unauthorized repairer, etc.)
- Software problems caused by external applications or viruses
- Lack of maintenance or improper installation (e.g., incorrect connection, failure to clean/maintain the product, use of unsuitable accessories, etc.)
Not sure if the defect is covered by the warranty? Contact us, we're happy to help.
If a repair is possible but not covered by the legal warranty, we can first provide a quote for the repair. You can then decide whether you want to have the product repaired.
Please note that there are minimum costs for a quote: diagnosis, administration, and transport. This applies even if you decide not to have your product repaired.Is your device broken? Don't worry, we're here to help. For repairs under warranty, we offer the following options:
1. In-store drop-off
For small appliances such as a smartphone, laptop, or vacuum cleaner, you can visit one of our MediaMarkt stores. Our staff will ensure your device is sent to the correct repair company and that you can track its status online.Please note: don't forget to:
- Bring your proof of purchase
- Delete your personal information and accounts if necessary, for example, on your smartphone or tablet
- Back up your files/data
2. Repair without visiting the store
Prefer not to visit the store? You can easily register your repair online via our website. Follow the steps on the website and receive instructions on how to send in your product. You are responsible for the shipping and any costs.Please note:
- Provide a detailed description of the issue(s) you're experiencing so the repair technician can examine and/or repair the product as thoroughly as possible.
- Pack your product securely to ensure it is well protected.
- Send it insured and with a reliable carrier.
3. Home repair
Is it a large appliance such as a refrigerator, washing machine, TV over 43 inches, an electric bicycle, or e-scooter? Enter your details via this link. A certified repair technician will then contact you to schedule an appointment.
Please note! These products cannot be returned to our store.
In the Netherlands, every consumer is entitled to a statutory warranty. This statutory warranty applies to every product sold by MediaMarkt. In practice, this means that you are entitled to a properly functioning product that meets your reasonable expectations.
The statutory warranty period depends on the product, its use, and other circumstances. The statutory warranty is based on the expected lifespan. For example, you can expect a refrigerator to have a longer lifespan than a kettle. The statutory warranty period is at least 24 months.
If your product is under warranty, you can count on free repair or replacement within a reasonable timeframe without significant inconvenience, or a price reduction or refund of the purchase price.
Not sure if the defect is covered by the warranty? No problem. We will first conduct a diagnosis. If the defect turns out to be out of warranty, you will receive a clear quote from us. Please note that there are always minimum costs, even if you decide not to have the repair carried out. These costs cover diagnosis, administration, relocation/transport, etc. For business customers, the warranty terms and conditions set out in the general terms and conditions for business customers apply.
Register repair
Is your device broken? Don't worry, we're here to help. For repairs under warranty, we offer the following options:
1. In-store drop-off
For small appliances such as a smartphone, laptop, or vacuum cleaner, you can visit one of our MediaMarkt stores. Our staff will ensure your device is sent to the correct repair company and that you can track its status online.Please note: don't forget to:
- Bring your proof of purchase
- Delete your personal information and accounts if necessary, for example, on your smartphone or tablet
- Back up your files/data
2. Repair without visiting the store
Prefer not to visit the store? You can easily register your repair online via our website. Follow the steps on the website and receive instructions on how to send in your product. You are responsible for the shipping and any costs.Please note:
- Provide a detailed description of the issue(s) you're experiencing so the repair technician can examine and/or repair the product as thoroughly as possible.
- Pack your product securely to ensure it is well protected.
- Send it insured and with a reliable carrier.
3. Home repair
Is it a large appliance such as a refrigerator, washing machine, TV over 43 inches, an electric bicycle, or e-scooter? Enter your details via this link. A certified repair technician will then contact you to schedule an appointment.
Please note! These products cannot be returned to our store.
Yes, that's definitely possible. You can have your phone or tablet repaired at the Smartbar in our stores. We'll help you quickly and professionally. View all our services on our services page.
Please note: The Smartbar is a paid service and is not covered by the warranty. You'll receive a quote upfront, so you know exactly what to expect. Not all MediaMarkt locations offer the same service. Contact us to discuss your options.Please return the entire product. This allows us to thoroughly investigate the problem, test its functionality, and provide the appropriate solution. Therefore, always bring your complete product with you; our store staff will check what needs to be shipped.
For products purchased at a MediaMarkt store in the Netherlands, you can initiate a warranty claim or repair request at any other MediaMarkt store. This also applies to products purchased at MediaMarkt Online. For products sold through our website by third-party sellers, the seller is responsible for handling warranty and service requests.
If a repair is possible but not covered by the legal warranty, we can first provide a quote for the repair. You can then decide whether you want to have the product repaired.
Please note that there are minimum costs for a quote: diagnosis, administration, and transport. This applies even if you decide not to have your product repaired.For repairs of certain products, we often have loaner devices available. However, these loaner devices are limited, and availability depends on the store and the type of product being repaired. Visit the store in question and inquire about the options.
Don't panic. You can simply register your product with us for repair. Please note that shipping costs and any customs fees outside the EU are your responsibility.
Repair process
MediaMarkt has agreements with the brands' authorized repair shops to ensure repairs are carried out quickly, carefully, and with minimal disruption. If repairs take too long, we often have a loaner device available or provide another suitable solution, such as a replacement or, if that's not possible, cancellation of the purchase. Repairs typically take 2 to 3 weeks, depending on the product and the defect.
Loan devices are subject to availability. We cannot guarantee that a store will have a loaner device available at their location.Is it a large product like a washing machine or a large television?
Once you have registered the repair, a technician will usually contact you within a few business days to schedule an appointment at a time that suits you. The problem can often be resolved right at your home.We'll do everything we can to resolve the issue for you as quickly as possible.
Once you've reported the repair, a technician will contact you within a few business days to schedule an appointment at a time that suits you.
Please note: This contact will be by phone or email. Keep an eye on your phone and emails to ensure you don't miss a message.
Good to know: Repairs can generally be carried out at your home. If that's not possible, the technician will discuss the next steps for collecting (and returning) the product with you.Ja, mocht het defect door eigen toedoen zijn ontstaan, dan worden de eventuele kosten altijd voorgelegd aan jou, voordat wordt overgegaan tot reparatie. De onderzoekskosten zijn altijd voor ons. Mocht blijken dat het defect niet aan jou te wijten is, dan wordt het artikel natuurlijk kosteloos gerepareerd.
Yes, if the product is not covered by the legal warranty, we will send you a quote with the various options and any associated costs. You can:
- Accept the quote (if repair is possible)
- Reject the quote and request the return of the unrepaired device
- Reject the quote and opt for recycling
We will then proceed according to the choice you made in the quote.
Please note: For repairs not covered by the legal warranty, there are always minimum costs, even if you decide not to have the device repaired: costs for diagnosis, administration, relocation/transport, etc.
We'll send you regular updates by email and sometimes by text message about the progress of your repair. For more details, you can always log in to the customer portal.
Want to know the status of your repair?
You can easily track the status of your repair online via this page.Enter your postcode and the order number.
Do you have a complaint? Report it to us first, so we can work together to find a solution. If that doesn't work, you can use an independent dispute resolution committee. Because we are affiliated with Techniek-Nederland and Thuiswinkel.org, you can submit your complaint to the Electrical Disputes Committee or the Thuiswinkel Disputes Committee (for online purchases). Their ruling is binding and ensures a fair resolution. This way, you can be sure your complaint will be taken seriously.
Repair conditions
The legal warranty is defined in Dutch law, and you must claim it where you purchased the product. If you claim warranty from the brand or retailer, you will receive different, often inferior, warranty terms, such as the manufacturer's warranty. If you claim warranty outside of MediaMarkt, MediaMarkt is not responsible for any costs charged by the brand or retailer.
The statutory warranty period depends on the product, usage, and other circumstances, and is based on the expected lifespan. For example, you can expect a refrigerator to have a longer lifespan than a kettle. The statutory warranty period is at least 24 months.
What is covered?
- A technical defect
- A part or component that spontaneously fails
- A product that stops working for no apparent reason during normal use
What is not covered by the warranty? (non-exhaustive list)
- Damage resulting from improper use (e.g., drops, impacts, presence of liquids, etc.)
- Accidental damage or damage caused by external factors (e.g., overvoltage, lightning, fire, cosmetic damage, etc.)
- Wear and tear of parts and/or accessories, whether this wear and tear is normal over time or due to intensive use (outside the intended limits)
- Consumables
- Unauthorized intervention (e.g., disassembly, modification, root/jailbreak, or repairs by an unauthorized repairer, etc.)
- Software problems caused by external applications or viruses
- Lack of maintenance or improper installation (e.g., incorrect connection, failure to clean/maintain the product, use of unsuitable accessories, etc.)
Not sure if the defect is covered by the warranty? Contact us, we're happy to help.
If the repair is not covered by the legal warranty and you receive a quote, you have several options:
- Accept the quote (if the repair is possible).
- Reject the quote and request that the device be returned unrepaired.
- Reject the quote and opt for recycling.
Note: For repairs not covered by the legal warranty, there are always minimum costs, even if you decide not to have the device repaired: costs for diagnosis, administration, transport, etc. If your repair is covered by the legal warranty, the repair is free of charge.
In the Netherlands, every consumer is entitled to a statutory warranty. This statutory warranty applies to every product sold by MediaMarkt. In practice, this means that you are entitled to a properly functioning product that meets your reasonable expectations.
The statutory warranty period depends on the product, its use, and other circumstances. The statutory warranty is based on the expected lifespan. For example, you can expect a refrigerator to have a longer lifespan than a kettle. The statutory warranty period is at least 24 months.
If your product is under warranty, you can count on free repair or replacement within a reasonable timeframe without significant inconvenience, or a price reduction or refund of the purchase price.
Not sure if the defect is covered by the warranty? No problem. We will first conduct a diagnosis. If the defect turns out to be out of warranty, you will receive a clear quote from us. Please note that there are always minimum costs, even if you decide not to have the repair carried out. These costs cover diagnosis, administration, relocation/transport, etc. For business customers, the warranty terms and conditions set out in the general terms and conditions for business customers apply.To retrieve your proof of purchase and verify your product's warranty, we need some information from you. This might include a bank statement, order number, date of purchase, store name, or other useful information that can help us search our systems. Without any proof of purchase, the product will be treated as an out-of-warranty claim.
If your product is replaced, the warranty continues from the original purchase date. This means you won't receive a new warranty period, but you will remain well-protected within the original warranty period.
Damage due to use (or user damage) occurs when a defect is not caused by the product itself or a manufacturing defect. This means that the problem arises from improper use of the product by the user.
Here are some examples (non-exhaustive list):
- A smartphone with a cracked screen after a drop or impact
- Liquid damage, such as water or coffee spilled on/in a laptop
- Defects due to improper use, installation, or maintenance
- A software problem after a virus
- Lack of product maintenance (for example: limescale, blockages, dirty filters, etc.)
- Improper use of the product (other than its intended use)
This type of damage is usually not covered by the legal warranty because it is not the result of a manufacturing defect or material problem.
What happens in this case?
We start with a diagnosis. If it turns out to be damage due to use, you will receive a quote for the repair.
Note: Keep in mind that there are always minimum costs, even if you decide not to have the repair carried out: for diagnosis, administration, and relocation/transport, etc.
Tip: Did you take out additional insurance when you purchased your vehicle? The damage may be covered. In that case, consult the terms and conditions of your insurance policy or contact the insurance company's customer service.If your product breaks multiple times within the warranty period, we'll fix it for you. A new warranty doesn't start after a repair, but you are entitled to a properly functioning product, even if the defects persist.
For accessories like chargers, cables, and rechargeable batteries, we generally have a lifespan of two years. For consumables like filters, batteries, and cartridges, we only exchange or refund if there's a manufacturing defect.
The average service life expectancy is the same as the life expectancy. This can vary depending on the product and the situation. The "Average Service Life" table from Techniek Nederland is used as a guideline for determining the life expectancy.
For products sold through our website by third-party sellers, the seller is responsible for handling warranty and service requests. If you have a complaint or wish to invoke the legal warranty for a product purchased from a third-party seller, please contact the seller directly. You can find their contact information in your order summary and in your purchase confirmation email.
Insurances
You naturally want to fully enjoy your new purchase without stress or unexpected costs. However, accidents can sometimes happen. That's why you can easily insure your products with us.
With MediaMarkt insurance, you're well-protected against damage and can file a claim 7 days a week. The insurance is offered in partnership with SquareTrade Europe Limited.
Looking for insurance with a competitive premium and clear terms and conditions? Click here for more information.
You can easily purchase FIX insurance directly with your device, both in our stores and online. FLEX insurance is currently only available in our stores.
Our insurance protects you against accidental damage and theft* for up to 60 months.
*Note: Theft is only covered with FLEX+ insurance.
Is there something wrong with your insured product? Please contact the insurer, SquareTrade, as soon as possible. You can reach them at 085 - 064 41 58.
Telephone service hours:
Monday to Friday: 9:00 AM - 7:00 PM
Saturday: 9:00 AM - 1:00 PM**Except for public holidays in the Netherlands.
Want to file a claim immediately? Click here.
SquareTrade will contact you to discuss the details. So you can relax and enjoy!
Monthly cancellation insurance
Do you have insurance that you can cancel monthly? You can easily do this in one of our stores or through our customer service.Fixed-term insurance (for example, 3 years)
You can cancel this up to 30 days after purchase in the store where you took out the contract. You will then receive a full refund of the prepaid premium. If you want to cancel after those 30 days, please contact the insurer directly.Monthly cancellation insurance
Do you have a policy that you can cancel monthly? You can easily cancel it through our customer service.Fixed-term insurance (for example, 2 years)
You can cancel it free of charge within 30 days of purchase. Contact our customer service or visit the store with your proof of purchase. You'll then receive a full refund of the prepaid premium.Within 30 days of purchase
You can cancel your insurance free of charge up to 30 days after purchase.One-time insurance
This insurance expires automatically and cannot be canceled during the term.Monthly insurance
You can cancel monthly insurance at any time, with a 7-day notice period before the next direct debit. Cancellation is easy through our customer service.Monthly insurance
You must cancel at least 7 days before the end of your current month. If you cancel later, your cancellation will be processed the following month. You will remain insured until the end of your current month.Fixed-term insurance
If you want to cancel this type of insurance (for example, 2 or 3 years) after the first 30 days, you can arrange this directly through the insurer.You can always find the exact coverage, limitations, and terms and conditions in the terms and conditions of your contract. Want to know more? Visit our insurance page for all the details.
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