Warranty, repairs & insurances
Arrange it yourself quickly
Frequently asked questions
Is your device broken? Don't worry, we're here to help. For warranty repairs, we offer the following options:
1. "Small appliances": 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 open a repair file and ensure your device is forwarded to a brand-approved technical service.Please note, don't forget to:
- Delete your personal information and accounts if necessary, for example, on your smartphone or tablet
- Back up your files and data
- Pack the device securely to prevent damage during transport
- For Apple products: Disable the "Find My" function on your device
2. "Large appliances": in-home repair
Is it a large appliance, such as a refrigerator, washing machine, TV larger than 43 inches, or electric bicycle? Then please contact our customer service via this page (https://hulp.mediamarkt.be/). They will open a file and submit a request for an in-home repair. A certified technician from the brand will then contact you to schedule an appointment.To create this file, we need the following information:
- The full address of the product
- The serial number of the device (a photo is acceptable)
- A clear and precise description of the problem with your product (possibly with photos, error codes, or messages)
- Your telephone number and email address
- A copy of your proof of purchase
- Was this a product purchased online or in-store?
Tip: Make sure the device is easily accessible for the technician, for example, by unplugging it and clearing sufficient space.
Good to know
Is the product outside the legal warranty but covered by a commercial warranty (warranty extension, insurance, etc.)? Please let us know so we can provide you with the correct information.If the product is not covered by the warranty, a quote will be provided. Please note that there are always minimum costs, even if you decide not to have the repair carried out: these cover diagnosis, administration, and relocation/transport, etc.
Please note: it is not possible to drop off these products at our store.
Can I have my appliance repaired at home?
Yes, that's possible for certain "large appliances" such as a refrigerator, washing machine, dryer, dishwasher, large TV (over 43 inches), or an electric bicycle. For these types of products, you don't have to worry about transport: the repair is done at home.How does it work?
Contact our customer service via this page, which will open a request for an in-home repair. A certified repair technician will then contact you to schedule an appointment.- To create this file, we need the following information:
- The full address of the product
- The appliance's serial number (a photo is permitted)
- A clear and precise description of the problem with your product (possibly with photos, error codes, or messages)
- Your telephone number and email address
- A copy of your proof of purchase
- Was the product purchased online or in-store?
Tip: Make sure the appliance is easily accessible for the technician—for example, by unplugging it and creating sufficient space.
Please note:
Is the product outside the legal warranty but covered by a commercial warranty (warranty extension, insurance? Please let us know so we can provide you with the correct information.If the product is not covered by the warranty, a quote will be provided. Please note that there are always minimum costs, even if you decide not to have the repair carried out: for diagnosis, administration, and travel/transport, etc.
As a consumer, meaning a natural person who purchases a product for private use and not for professional use, you enjoy a statutory two-year warranty on your product. During this period, you are entitled to free service if the product becomes defective during normal use.
What does this mean?
If your product becomes defective within these two years, without an external cause (i.e., not due to a fall, impact, liquid, or other external damage), we will look for a suitable solution. This could be:- A repair.
- An exchange.
Note: Some manufacturers (brands) offer a longer commercial warranty (standard or after registration, which you must complete yourself).
This ensures you receive a product that works properly.
Not sure if the defect is covered by the warranty? No problem. We will first perform 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, travel/transport, etc. For business customers, the warranty terms and conditions set out in the general terms and conditions for business customers apply.
How do I prepare my product for repair?
Whether you're bringing your product in or expecting a technician at home, these tips will help you be well prepared:1. Return it to the store
Do you have a smaller device like headphones, a laptop, a smartphone, or a vacuum cleaner? You can bring it to one of our MediaMarkt stores without an appointment. Our colleagues will be happy to help you and create a repair file on the spot.Make sure your device is clean and safely packaged. Don't forget to delete any personal data or accounts (for example, from smartphones or tablets), and back up your files if possible.
2. In-home repair (large appliances)
For large appliances such as refrigerators, washing machines, televisions larger than 43 inches, or e-bikes, a technician will visit your home.You can request a repair through our customer service. An authorized service partner will contact you within two business days to schedule an appointment.
Tip: Make sure the device is easily accessible for the technician. For example, unplug the power cord and create sufficient space.
Has the warranty expired or is your device physically damaged? No problem! We'll work with the authorized repair service to find a solution and see what's possible. You'll always receive a quote with an estimated repair cost.
Please note: there are always minimum costs: for diagnosis, administration, and relocation/transport, etc., even if you decide not to have the device repaired.A statutory warranty is mandatory and provides the consumer with two years of protection against non-conformity; the seller is always responsible for repair or replacement. A manufacturer's warranty (commercial warranty) is optional, determined by the manufacturer, and may have more limited terms or a different duration. This warranty supplements the statutory warranty but never replaces it.
Report repair
Is your device broken? Don't worry, we're here to help. For warranty repairs, we offer the following options:
1. "Small appliances": 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 open a repair file and ensure your device is forwarded to a brand-approved technical service.Please note, don't forget to:
- Delete your personal information and accounts if necessary, for example, on your smartphone or tablet
- Back up your files and data
- Pack the device securely to prevent damage during transport
- For Apple products: Disable the "Find My" function on your device
2. "Large appliances": in-home repair
Is it a large appliance, such as a refrigerator, washing machine, TV larger than 43 inches, or electric bicycle? Then please contact our customer service via this page (https://hulp.mediamarkt.be/). They will open a file and submit a request for an in-home repair. A certified technician from the brand will then contact you to schedule an appointment.To create this file, we need the following information:
- The full address of the product
- The serial number of the device (a photo is acceptable)
- A clear and precise description of the problem with your product (possibly with photos, error codes, or messages)
- Your telephone number and email address
- A copy of your proof of purchase
- Was this a product purchased online or in-store?
Tip: Make sure the device is easily accessible for the technician, for example, by unplugging it and clearing sufficient space.
Good to know
Is the product outside the legal warranty but covered by a commercial warranty (warranty extension, insurance, etc.)? Please let us know so we can provide you with the correct information.If the product is not covered by the warranty, a quote will be provided. Please note that there are always minimum costs, even if you decide not to have the repair carried out: these cover diagnosis, administration, and relocation/transport, etc.
Please note: it is not possible to drop off these products at 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. See our dedicated services page for all our services.
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 the 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.
Did you buy the product at a MediaMarkt store in Belgium? In that case, you can return or repair it at any of our stores. You don't need to return to the store where you originally made the purchase.
Has the warranty expired or is your device physically damaged? No problem! We'll work with the authorized repair service to find a solution and see what's possible. You'll always receive a quote with an estimated repair cost.
Please note: there are always minimum costs: for diagnosis, administration, and relocation/transport, etc., even if you decide not to have the device 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.
Repair process
MediaMarkt has agreements with the brands' authorized repair shops to ensure repairs are carried out quickly and carefully, with minimal disruption. If this takes too long, we will provide an alternative solution, such as a replacement, or, if that's not possible, we will cancel the purchase. Repairs typically take 2 to 3 weeks, depending on the product and the defect.
Is it a large product like a washing machine or a large television?
Once you've reported 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.MediaMarkt is committed to helping you as quickly as possible. Once your repair is registered, a technician will contact you within a few business days to schedule an appointment.
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: In general, repairs can 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.Yes, if the analysis shows that the product is out of warranty, we will send you a quote with the various options and any associated costs. You can:
- Accept the repair quote (if repair is possible)
- Reject the repair quote and request the return of the unrepaired device
- Reject the repair 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 case number (usually 2 or 3 letters followed by 8 digits) as well as the last 5 digits of the telephone number you provided when creating the case.
Veuillez toujours nous signaler votre réclamation en premier lieu. Si nous ne parvenons pas à un accord, veuillez contacter le Médiateur de la consommation. Ce service public aide les consommateurs à régler leurs litiges à l'amiable, conformément au Livre XVI du Code de droit économique. Veuillez consulter au préalable les modalités de procédure sur le site web. Vous pouvez contacter le Médiateur de la consommation via les canaux suivants : https://consumentenombudsdienst.be et [email protected].
Repair conditions
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.
La garantie légale est définie par la loi belge et vous devez la faire valoir auprès du lieu d'achat du produit. Si vous faites jouer la garantie auprès de la marque ou du fournisseur, les conditions seront différentes et souvent moins avantageuses, comme par exemple la garantie du fabricant. Si vous faites jouer la garantie en dehors de MediaMarkt, MediaMarkt décline toute responsabilité quant aux frais facturés par la marque ou le fournisseur.
The legal warranty covers manufacturing defects that were already present when you purchased the product, but only become apparent later during the legal period.
The legal warranty assures you that the product will function properly under normal use.
What is covered?
- A technical defect
- A part that spontaneously fails
- A product that stops working for no apparent reason
What is not covered by the warranty? (non-exhaustive list)
- Damage resulting from improper use (e.g., falls, impacts, presence of liquids, etc.)
- Accidental damage or damage caused by external factors (e.g., overvoltage, lightning, fire, cosmetic damage)
- 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)
- 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)
Not sure whether the defect is covered by the warranty? Contact us, we're happy to help.
Si votre appareil n'est plus sous garantie ou si le défaut résulte d'une mauvaise utilisation ou d'un dommage, les frais seront à votre charge. Dans ce cas, le service de réparation agréé vous fournira d'abord un devis.
Attention : des frais minimums s'appliquent toujours, même si vous décidez de ne pas faire réparer votre appareil (diagnostic, frais administratifs, envoi/transport, etc.).
Bon à savoir : les pièces d'usure courante, telles que les batteries, les ampoules, les têtes de rasage, etc., ne sont pas couvertes par la garantie standard. Leur remplacement est à votre charge.As a consumer, meaning a natural person who purchases a product for private use and not for professional use, you enjoy a statutory two-year warranty on your product. During this period, you are entitled to free service if the product becomes defective during normal use.
What does this mean?If your product becomes defective within these two years, without an external cause (i.e., not due to a fall, impact, liquid, or other external damage), we will look for a suitable solution. This could be:
- A repair.
- An exchange.
Note: Some manufacturers (brands) offer a longer commercial warranty (standard or after registration, which you must complete yourself). This ensures you receive a product that works properly.
Not sure if the defect is covered by the warranty? No problem. We will first perform 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, travel/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 has been replaced, the warranty continues from the original purchase date. You won't receive a new warranty period, but you will remain 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 the damage turns out to be 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 done: 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 your insurance company's customer service.
If your product repeatedly malfunctions during the warranty period, we will contact the manufacturer to review your case. We will ensure you receive a suitable solution, such as a new repair.
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.
A statutory warranty is mandatory and provides the consumer with two years of protection against non-conformity; the seller is always responsible for repair or replacement. A manufacturer's warranty (commercial warranty) is optional, determined by the manufacturer, and may have more limited terms or a different duration. This warranty supplements the statutory warranty but never replaces it.
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 overview and in your purchase confirmation email.
If you do contact us with your warranty request, we will refer you to the seller in question to ensure your request is processed as quickly and efficiently as possible.
Insurances
You naturally want to fully enjoy your new purchase, without worries or unexpected costs. But sometimes accidents or defects can happen. That's why you can easily choose insurance or an extended warranty with us.
With our Comprehensive Insurance and Warranty+, you're well-protected against accidental damage or defects and can file a claim 24/7. This insurance or extended warranty is offered in partnership with SquareTrade Europe Limited.
Looking for insurance or an extended warranty with a competitive premium and clear terms and conditions? Click here for more information.
You can easily purchase Omnium 1-year insurance or extended warranty immediately upon purchase of your device, both in our stores and online. Omnium Basic or Omnium+ insurance is currently only available in our stores.
Want to know where your nearest MediaMarkt is? Find it here.With our Comprehensive insurance, you're protected against accidental damage and theft* — for up to 60 months.
*Note: Theft is only covered with Omnium+ insurance.Is there something wrong with your product and are you insured or do you have an extended warranty? Please contact your insurer, SquareTrade, as soon as possible. You can reach them at the following telephone number:
Warranty+
+32 800 12 825Comprehensive insurance
+32 800 12 823SquareTrade customer service opening hours:
Monday to Friday: 9:00 AM - 7:00 PM
Saturday: 9:00 AM - 1:00 PM
(*Closed on public holidays in Belgium)Want to file a claim immediately? Click here.
If you have an insurer other than SQT, you can find their contact details 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, 1 year) or extended warranty
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, SquareTrade, directly.More information about our insurance policies
Monthly insurance
If you pay your premium monthly, you can also cancel your insurance monthly. You can easily cancel it through our customer service.
Fixed-term insurance (for example, 1 year)
You can cancel 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 can only be canceled through the insurer SquareTrade.
Monthly insuranceYou 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, 1 year) after the first 30 days, you can arrange this directly through the insurer, SquareTrade.The exact coverage and exclusions are always listed in the terms and conditions of your insurance policy or extended warranty. Want to know more? Visit our insurance page for all the details.
