Warranty and repair conditions

Customers can find information about warranty and repair in their account after the return period has expired. The information is as follows:

• On your personal shop page, it states: ‘This seller does not apply additional conditions’.
• In the customer's account, after the return period, it states: ‘Is the item defective or do you want information about the warranty? Please contact the partner directly’ – followed by your general contact information.

You can find additional conditions or instructions for warranty and repair in your account under ‘Settings’ in the ‘Warranty & repair’ section. Enter your additional conditions and/or instructions here. If you have a separate repair address, please indicate that as well. When providing this information, please take into account the the legal warranty and repair rules.

All items you sell are covered by a legal warranty. This means that the item must meet the customer's reasonable expectations when used normally. The legal warranty period in the Netherlands is not fixed, as it depends on the type of item and its minimum expected lifespan. It is generally accepted in the market to use the UNETO-VNI table to estimate the legal warranty period. For example, if a television has an expected lifespan of 5 years, a customer is entitled to a free repair or replacement of the item for 5 years in the event of a defect.

More information about warranties can be found on the ACM-website for sellers, for consumers or in the sector letter.

During the legal warranty period, the costs of inspecting and repairing a defective item are generally always borne by you as the seller. If an item becomes defective within one year, the law assumes that the item did not meet the agreement when purchased. If the item has been damaged as a result of misuse by the customer (user damage), you, as the seller, must prove this during the first year. If the defect was not caused by the customer, you must repair or replace the product free of charge. If a defect is reported after 1 year, the burden of proof lies with the customer to demonstrate that the item was used normally.

In principle, the law provides for a tiered system in the event of a defect. This means that, in the event of a defect, a customer must first offer you, as the seller, the opportunity to have the item repaired or replaced (free of charge). Only if repair or replacement is not possible is the customer entitled to cancellation and a refund. Please note: In a number of cases, the customer has the legal right to cancel the agreement immediately and demand a refund. This is the case, for example, if the item still does not function properly after an initial repair attempt.

The manufacturer's warranty is the responsibility of the manufacturer and does not replace the legal warranty. The legal principle is that you, as the seller, are responsible for the warranty. However, you can refer the customer to the manufacturer for warranty if this applies to your item. If the customer does not want to do this or is unable to contact the manufacturer, you, as the seller, are obliged to communicate with the manufacturer on their behalf.

Would you like to share information with customers about the manufacturer's warranty? If so, please add this to the product information for the item in question.

Customers find it particularly important to know more about the manufacturer's warranty for electronic items. The more information available about this, the better. Therefore, please check where you add information about the manufacturer's warranty for your offer.

If an item you have sold under Logistics via bol is defective, the warranty and/or repair will be handled by you as the seller. See artikel 8 Gebruikersvoorwaarden Logistiek via bol.

Has a customer contacted you via a customer query about a warranty issue and you can't resolve it together? Then you can always forward the case to bol customer service for help and mediation. Select the option ‘Hulp nodig van bol’ for the relevant customer query. Want to know more about help with customer queries from bol customer service? You can read about it here.