Return & Refund Policy

As a consumer purchasing from Kwik Buy, an EU-based business registered in Belgium, you have the right to withdraw from your purchase within 14 calendar days without giving any reason. This right is guaranteed under the EU Consumer Rights Directive 2011/83/EU (Articles 9-16).

The withdrawal period expires 14 calendar days from the day on which you, or a third party designated by you (other than the carrier), physically receive the goods. For orders consisting of multiple items delivered separately, the withdrawal period begins from the day you receive the last item.

This right of withdrawal applies to all distance contracts (online purchases) with consumers in the EU, and it cannot be waived or reduced by contractual terms.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear, unambiguous statement before the expiry of the 14-day withdrawal period. You may do so by:

1. Contact form: Submit a return request through our contact form, selecting "Return Request" as the subject. Include your order number, the product(s) you wish to return, and the reason for return (optional).
2. Email: Send an email to our customer service team with your order number and a clear statement that you wish to withdraw from the purchase.
3. Model withdrawal form: You may use the model withdrawal form provided by Annex I(B) of Directive 2011/83/EU, though this is not mandatory.

We will send you a confirmation of receipt of your withdrawal request by email without delay.

Once your return request is confirmed, you must send back the goods without undue delay and in any event no later than 14 calendar days from the date on which you communicated your withdrawal to us. The deadline is met if you hand over the goods to a postal service or carrier before the 14-day period has expired.

To be eligible for a full refund, the returned goods must meet the following conditions:

• Unused and in original condition: The product must be unused and in substantially the same condition as when you received it. You may handle the goods to the extent necessary to establish their nature, characteristics, and functioning, in the same way as you would be permitted to do in a physical shop.
• Original packaging: Where possible, the product should be returned in its original packaging with all tags, labels, and protective materials intact.
• Complete contents: All accessories, manuals, free gifts, and other items that were included with the product must be returned.
• Proof of purchase: You must be able to provide proof of purchase (order confirmation email or receipt).

In accordance with Article 14(2) of Directive 2011/83/EU, you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. If a product is returned in a condition that indicates use beyond reasonable inspection, we may deduct an appropriate amount from your refund to account for the diminished value.

Unless otherwise stated, the direct cost of returning the goods is borne by you, the consumer. This is in accordance with Article 14(1) of Directive 2011/83/EU.

We recommend using a tracked shipping service when returning goods, as we cannot be held responsible for items lost or damaged in transit. Please retain your shipping receipt and tracking number as proof of return.

If you received a defective or incorrect product, we will cover the return shipping costs. In such cases, please contact us before returning the item so we can arrange the return and provide shipping instructions.

In accordance with Article 13 of Directive 2011/83/EU, we will reimburse all payments received from you, including the cost of standard delivery (if applicable), without undue delay and in any event no later than 14 calendar days from the day on which we are informed of your decision to withdraw from the contract.

However, we may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent back the goods (such as a proof of postage), whichever is the earliest.

The refund will be issued using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

If you selected a delivery option more expensive than the least expensive standard delivery offered by us, we are not obligated to reimburse the supplementary costs exceeding the cost of standard delivery.

Refund Processing Times

• Credit/debit card: Refunds are typically processed within 5-10 business days after we initiate the refund through Stripe, depending on your card issuer.
• Other payment methods: Processing times may vary. If you have not received your refund within 14 business days of our confirmation, please contact your payment provider first, and then contact us if the issue persists.

In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to the following categories of goods:

• Goods made to the consumer's specifications or clearly personalised (custom-made or engraved products).
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery.
• Goods which are, after delivery, inseparably mixed with other items according to their nature.
• Sealed audio or video recordings, or sealed computer software, which have been unsealed after delivery.
• Digital content supplied on a non-tangible medium, if the performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal.

Any applicable exceptions will be clearly communicated to you on the product page and during the checkout process before you place your order.

If you receive a product that is defective, damaged during shipping, or does not match your order, you are entitled to a remedy under the EU legal guarantee. This is separate from and in addition to your right of withdrawal.

In such cases, please contact us immediately through our contact form with your order number and photographs of the issue. We will arrange for a replacement, repair, or full refund at no cost to you, including return shipping.

For full details on your warranty rights, please refer to our Warranty Information page.

For any questions about returns, refunds, or your consumer rights, please contact us:

• Business name: Kwik Buy
• Country: Belgium
• VAT number: BE1001488871
• Contact: Contact Form

We aim to respond to all return and refund enquiries within 2 business days.

If you are dissatisfied with our handling of your return, you may use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr or contact the Belgian Consumer Mediation Service.