The Dutch Authority for Consumers and Markets (ACM) reports a sharp rise in warranty-related complaints. In the first half of 2025, 3,500 cases were filed, nearly equalling the 3,900 complaints registered during the entire year of 2024. Many consumers indicate that retailers wrongly tell them they have no rights after two years.
Low awareness among consumers
ACM’s consumer research, involving more than 1,800 respondents, shows that two thirds of Dutch consumers do not know they can still have warranty rights after two years. The study also revealed that 41% of consumers find it uncomfortable to complain about defective products, with younger people especially hesitant. Those who did claim their warranty generally reported a positive experience.
Launch of a purple pop-up store
To tackle this misconception, ACM is launching a consumer awareness campaign. A purple pop-up “garantiewinkel” is opening at Utrecht’s main station. Visitors can learn about warranty rights on everyday products such as smartphones (new and used), televisions, refrigerators, and vacuum cleaners. Expensive purchases such as laptops and washing machines may have an expected lifespan of five to eight years.
The store also features a holobox with a hologram where consumers can practice conversations with a virtual salesperson about asserting their rights. Alongside the physical pop-up, ACM is investing in online campaigns through social media and shopping centers to increase awareness.
Sector under closer scrutiny
Martijn Ridderbos, ACM board member, explained: “The information about warranty is one of the most visited sections on our website. The honest story is that sometimes patience is required because discussions with the seller can arise. The law does not literally state how long a warranty lasts. It depends on the circumstances. But it is certainly worth entering the conversation with the seller.”
This awareness initiative follows ACM’s earlier warnings to retailers to comply with warranty rules. In the coming months, the authority will monitor whether companies adjust their practices.
What warranty means in practice
In the Netherlands, legal warranty means that a product must last as long as reasonably expected. There is no fixed period. If a purchase breaks too quickly through no fault of the buyer, the seller must repair, replace, or reimburse the product free of charge. Additional costs, such as research or shipping, also fall under the seller’s responsibility.
Commercial warranties offered by manufacturers or retailers, such as Apple iPhone warranties, must always provide additional benefits beyond legal rights. Making use of warranty is not only financially beneficial, it also reduces environmental impact by encouraging repair and reuse rather than replacement.
Market
Trade-in
Repair
Refurbishing
