Returns

Not completely satisfied with your order? No problem. You can return your oneQ order within the statutory cooling-off period. On this page, you can read how this works, what the conditions are, and when you will receive your money back. This return page is part of our general terms and conditions.

14-day cooling-off period

As a consumer, you have a 14-day cooling-off period. This means that after receiving your order, you have 14 days to decide to return your order (in part) without stating a reason. If your order consists of multiple products with different delivery times, the period starts on the day you receive the last product.

After registering your return, you have another 14 days to actually return the product.

Conditions for returns

You may unpack and inspect the product as you would in a store — opening the packaging to view the product is therefore allowed. However, we ask you to:

handle the product and packaging with care;
not use the product more than necessary to assess it;
return it with all supplied accessories, as much as possible in its original, undamaged packaging;
package the parcel securely so that it is not damaged during transit. You bear the risk of the return shipment until it has arrived at our premises.

If you have used the product more than necessary to assess it, or if it is returned damaged or incomplete, we may deduct an amount for the diminished value from your refund. If the product can no longer be sold as new as a result, this can amount to (almost) the full purchase price. The mere fact that you opened the packaging is not a reason to refuse a refund.

How to return your order

Send an email to one-q@growyourbrand.nl stating that you wish to return your order. Please include your order number and which products are concerned.
Carefully pack the product in its original, undamaged packaging, with all accessories.
Send the parcel, attn. Grow Your Brand, to the following address:
Grow Your Brand Badhuisstraat 18 4703 BH Roosendaal
Keep your proof of shipment until the return has been processed and the amount has been refunded.

Return costs

The costs of returning are at your expense. Choose a carrier and shipping method yourself. We recommend shipping with track & trace, so you can track your package; until it arrives at our premises, you bear the risk of the shipment.

Refund

Once we have received and checked your return, we will refund the purchase amount, including the original (standard) shipping costs for the outbound shipment.
We will refund no later than 14 days after your notification, but we may wait until we have received the product or until you have demonstrated that you have returned it.
If the return does not meet our conditions, we will deduct any diminished value from the amount to be refunded (see "Conditions for returns").
Refunds are made using the same payment method as you used to pay, unless you agree to a different method. There are no costs for you.
If you chose a more expensive delivery method than the standard one for your order, we will not refund the additional amount.

Products you cannot return

For a number of products, the right of withdrawal does not apply, including:

products made to measure or specially for you;
sealed products that cannot be returned for hygiene reasons if the seal has been broken;

Whether an exception applies will be stated with the product.

Damaged or defective upon receipt?

Has your product arrived damaged or does it have a defect? Then you do not need to follow the regular return process. Please contact us as soon as possible via one-q@growyourbrand.nl, preferably with a short description and photos. We will then provide a suitable solution, such as repair, replacement or refund. Your statutory warranty rights remain fully in force.

Exchanges

Do you want to exchange a product, for example for a different variant? Register your return via one-q@growyourbrand.nl and place a new order for the desired item. This is the fastest way to get helped.

Questions?

Can't figure it out? We are happy to help you.

Grow Your Brand (oneQ) E-mail: one-q@growyourbrand.nl Phone: +31 6 23 74 92 92