As part of its awareness campaign on warranties, ACM opens a pop-up warranty store inside Utrecht Central Station
                  

                
                                  






  







  



  
    
              
        
        
      
      
                        
          

Summary

ACM has seen a substantial increase in the number of reports regarding warranty issues.
Many consumers do not know that, after two years, they still have a right to warranty.
ACM will launch an awareness campaign about warranties this week.


  

  

    
      
          

      

  


                

  
    
            

The Netherlands Authority for Consumers and Markets (ACM) has seen a substantial increase in the number of reports regarding warranty issues. In the first half of 2025, the number of reports that have been filed (3,500 reports) was almost as much as the total number of reports in 2024 (3,900 reports). Consumers mostly complain that they are told that they no longer have any warranty rights after two years. Moreover, an ACM consumer study reveals that two-thirds of respondents do not know that, after two years, they still have a right to warranty. In order to make consumers aware of their rights, ACM will open a pop-up warranty store this week inside Utrecht Central Station, marking the launch of an awareness campaign about warranties. The official opening will take place on Wednesday, 10 September.


ACM’s consumer study (conducted among over 1,800 Dutch individuals) also reveals that many people (41 percent) are uncomfortable with complaining about a broken product. Young people in particular say they find this difficult. In the study, respondents that did exercise their right to warranty say that this usually went well.
Pop-up warranty store


ACM wishes to correct the popular misconception that warranties always expire after two years. As part of an awareness campaign, ACM will open a purple-colored pop-up warranty store in the main hall of Utrecht Central Station. In the store, visitors are able to discover the facts about warranties on frequently used products such as televisions, refrigerators, and vacuum cleaners. The statutory warranty depends on the expected lifespan. For expensive products, such as laptops or washing machines, that lifespan could be, for example, five to eight years. By interacting with a hologram in a so-called ‘holobox’ in the pop-up store, visitors are also able to practice holding a conversation with a salesperson in which they wish to exercise their right to that longer warranty period. In addition to the pop-up store, ACM will also use online ads on social media and Dutch online marketplace Marktplaats, as well as ads in shopping centers to raise awareness among consumers about their rights.


Martijn Ridderbos, Member of the Board of ACM, explains: “The information about warranties is among the most-visited pages on our website. Truth be told however, as a consumer, you sometimes need to have a lot of patience, because it may produce discussions with the seller. That’s also because the law doesn’t literally stipulate how long warranties exactly last. That depends on the circumstances of each case. However, it’s definitely worthwhile to have such a conversation with the seller.”
ACM already called on the sector


This campaign is part of a wider strategy of ACM’s. Earlier this year, ACM called on the sector to improve compliance with the warranty rules. ACM is now providing consumers with information about their rights. Over the next few months, ACM will keep a close watch on businesses, and check whether they have adjusted their practices.
Warranty rules


Statutory warranty means that a product must last for as long as you may reasonably expect it to. That period has not been specified in the Netherlands. If a purchase breaks too quickly and it is not your fault, the seller must repair or replace the product free of charge, or refund it (partially or completely). Any extra costs, such as assessment or postage fees, are also for the seller. In some cases, you receive or buy warranty from the seller or manufacturer (which is called seller’s warranty or manufacturer’s warranty). Such warranties must add something extra on top of the statutory warranty. Exercising your warranty rights is not just financially beneficial, it can also help reduce the burden on the environment. By having products repaired or having parts replaced instead of immediately buying new ones, waste is prevented and lifespans of devices are extended.


More information about the right to warranty, sample letters, and tips on starting a conversation with the seller can be found on 
consuwijzer.nl (in Dutch). On ACM’s website, consumers are also able to file reports if they believe a business is not following the rules. Such reports help ACM find out where it needs to take action.

      

    
          
                                          
                                  
                                      See also
                      
    

10-09-2025  ACM consumer study (in Dutch)10-07-2025  ACM warns: retailers must comply with warranty rulesWarning letter for retailers about compliance with warranty rules (in Dutch)Information about ACM’s awareness campaign regarding warranties | ACM ConsuWijzer (in Dutch)Warranty, repairs, or refunds | ACM ConsuWijzer (sample letters) (in Dutch)Explainer videos – warranties explained (in Dutch)
            
                                  
                                
                  

                
          
          
          Publication characteristics
          
                                    
                Publication date
                10-09-2025
              
                      
                                    
                Publication type
                  News

              
                      

                      
              Spokesperson
              
                                    Dorith de Jong

                              
            
          
                                

          
                      

                                    
                Keywords
                  Online retailers,
  Warranty,
  Online consumers,
  Digital economy

              
                      
                                    
                Subjects
                  Consumer protection,
  Digital economy

ACM Launches Warranty Awareness Campaign with Pop-Up Store

The Netherlands Authority for Consumers and Markets (ACM) has reported a significant increase in warranty-related complaints, with 3,500 reports filed in the first half of 2025 alone. This figure is nearly equal to the total number of reports from 2024, indicating a growing consumer concern regarding warranty issues.

Many consumers are unaware that their warranty rights extend beyond the typical two-year period. A recent study by ACM revealed that two-thirds of respondents do not know they still have warranty rights after two years. To address this knowledge gap, ACM is launching an awareness campaign, which includes the opening of a pop-up warranty store in Utrecht Central Station.

The pop-up store, designed to be visually engaging with its purple color, will provide information on warranties for commonly used products like televisions and refrigerators. Visitors can interact with a hologram in a 'holobox' to practice conversations about exercising their warranty rights. ACM aims to educate consumers about the statutory warranty, which varies based on the expected lifespan of products.

Martijn Ridderbos, a member of ACM's board, emphasized the importance of consumers understanding their rights and the need for patience when dealing with sellers. The campaign is part of a broader strategy to improve compliance with warranty regulations among businesses.

ACM's efforts also include monitoring businesses to ensure they adhere to warranty rules. The statutory warranty requires sellers to repair or replace products that fail prematurely, at no extra cost to consumers. This initiative not only benefits consumers financially but also promotes environmental sustainability by encouraging repairs over replacements.



ACM Launches Warranty Awareness Campaign with Pop-Up Store

The Dutch competition authority, ACM, has opened a pop-up warranty store in Utrecht Central Station to raise awareness about consumer warranty rights, following a surge in warranty-related complaints.