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

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.