Refund policy

Returns, Right of Withdrawal & Refund Policy

Last updated: 5 August 2026

This policy explains your right to return products purchased from QPlay, your statutory right of withdrawal, how refunds and exchanges are processed, and how to handle faulty or defective items. It applies to all orders placed with QPlay GmbH via https://www.qplayy.com/.

If you have a question about a return or need to start a return, please use our Return Portal or contact us directly - details are in Section 11.

1. Your Statutory Right of Withdrawal (14 Days)

If you are a consumer, you have the legal right to withdraw from your purchase within 14 days, without giving any reason and without penalty.

The 14-day withdrawal period begins on the day you, or a third party named by you (other than the carrier), take physical possession of the goods. For orders containing multiple items delivered separately, the period begins from receipt of the last item.

This right applies under the EU Consumer Rights Directive (2011/83/EU) and national implementing laws, including the German BGB §§ 355-360. If you are located in the United Kingdom, an equivalent right applies under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. How to Start a Return

To exercise your right of withdrawal, you must notify us before the 14-day withdrawal period expires. You can do this in two ways:

Option 1 - Return Portal (recommended)

Use our Return Portal to submit your return request online. The portal guides you through the return process and allows you to track the status of your return.

Option 2 - Direct contact

Email: info@qplayy.com
Phone: +34 651 54 13 96
Post: QPlay GmbH, Neumarkt 39, 50667 Koln, Germany

You may use the Model Withdrawal Form in Section 9 of this policy, or make any other clear written statement of your intention to withdraw.

It is sufficient to send your withdrawal notice before the 14-day period expires - you do not need to return the goods within this period, only to notify us.

3. Return Conditions

To be eligible for a return under the 14-day withdrawal right, the following conditions apply:

Product condition: You may unpack and inspect the product and carry out a brief initial test to assess its nature, characteristics, and functioning - this includes an initial test ride for bikes. Handling beyond what would be reasonably possible in a physical store may result in a deduction for diminished value from your refund (see Section 5).

Original packaging: Where possible, please return the product in its original packaging. This protects the product during transit and helps avoid damage. However, returning in original packaging is not a condition for exercising your statutory right of withdrawal - we cannot refuse a valid return solely because original packaging has been discarded.

Timeframe: The goods must be returned to us without undue delay and in any event within 14 days of the date on which you notified us of your withdrawal.

All products eligible: We do not exclude any product category from the right of withdrawal. There are no exceptions to this policy.

No restocking fees: We do not charge restocking fees for any return.

4. Where to Send Returns

Send your return to our returns processing facility:

DERYAN B.V. 6662 WD Elst Gelderland, Netherlands

Please include your order number inside the package. Do not send returns to our registered business address in Cologne or to our fulfilment warehouse - returns sent to incorrect addresses may result in delays.

5. Return Shipping Costs

Standard 14-day withdrawal returns: You are responsible for the direct cost of returning the goods to our returns facility. We do not provide prepaid return labels for standard withdrawal returns. We recommend using a tracked shipping service and keeping proof of postage, as we cannot be held responsible for items lost in transit.

Faulty, defective, or incorrect items: If you are returning an item because it arrived damaged, is defective, or is not as described, QPlay will cover your return shipping costs. Please contact us at info@qplayy.com before sending the item back - we will provide return instructions and confirm the arrangements on a case-by-case basis.

6. Refunds

Once we have received your returned goods (or proof that you have sent them back, whichever is earlier), we will process your refund without undue delay and in any event within 14 days.

We aim to process refunds within 5-10 business days of receiving your return.

Refund amount: We will refund the full price you paid for the product, including the standard delivery cost you paid at the time of purchase. We will not refund any additional delivery costs if you chose a more expensive delivery option than our standard offer.

Refund method: Refunds are issued to the original payment method used for the purchase. As an alternative, you can request:

Store credit: issued as a discount code valid for a future purchase, with no expiry date.
Exchange: we will process an exchange for any other product in our store - see Section 7.

Both alternatives are offered free of charge. To request store credit or an exchange, please indicate your preference when submitting your return through the Return Portal or when contacting us.

Diminished value: If the product shows signs of use or handling beyond what is necessary to assess its nature, characteristics, and functioning, we may make a deduction from the refund to reflect the diminished value of the goods. We will notify you of any such deduction before applying it.

7. Exchanges

We offer exchanges for any other product in our store.

To request an exchange, submit your return through the Return Portal or contact us at info@qplayy.com and indicate which product you would like in exchange. If there is a price difference, we will either charge the additional amount or issue a partial refund accordingly.

Exchanges are processed after we receive the returned item. We will dispatch the replacement product as soon as the return is confirmed.

8. Faulty, Defective, or Damaged Items

Your rights in respect of faulty or defective goods are entirely separate from, and independent of, the 14-day withdrawal right described above.

Under EU law (Directive 2019/771) and German law (BGB §§ 434 ff.), all goods are covered by a statutory legal guarantee of conformity for a minimum of two years from delivery. If a product you receive is faulty, defective, incorrectly described, or damaged as a result of manufacturing, you are entitled to a remedy regardless of whether the 14-day withdrawal period has passed.

To report a defective or damaged item:

Your order number
A description of the defect or damage
Photos or video showing the issue, where possible

We will assess your claim and arrange an appropriate remedy - repair, replacement, price reduction, or refund - in accordance with your statutory rights. As noted in Section 5, QPlay covers return shipping costs for valid warranty or defect claims.

If an item arrives visibly damaged, please note this at the time of delivery where possible and contact us as soon as possible.

9. Model Withdrawal Form

You are not required to use this form - any clear written statement of your wish to withdraw from the contract is sufficient. The Return Portal in Section 2 is the easiest way to submit your withdrawal.

(Complete and return this form only if you wish to withdraw from the contract.)

To: QPlay GmbH, Neumarkt 39, 50667 Koln, Germany, info@qplayy.com

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*):

Ordered on ()/received on (): __________ Name of consumer(s): __________ Address of consumer(s): __________ Order number: __________ Signature of consumer(s) (only if this form is notified on paper): __________ Date: __________

(*) Delete as appropriate.

10. General Conditions

Return window: 14 days from receipt of your order, as described in Section 1.
No exclusions: all products sold in the Store are eligible for return.
No restocking fees: we do not charge any restocking or handling fees.
Partial returns: if your order contained multiple items, you may return individual items - you do not need to return the entire order.
Non-consumer orders: the 14-day statutory withdrawal right applies to consumers only. If you placed an order as a business, different terms may apply - contact us to discuss.
Risk during return: goods are at your risk during transit until received by us. We recommend using a tracked shipping service for returns.

11. Customer Service

For questions about a return, refund, or exchange - or if you need to report a faulty or damaged item - please contact us:

Return Portal (powered by Returnless) Email: info@qplayy.com Phone: +34 651 54 13 96 Customer service hours: Monday-Friday, 9:00-17:00 CET/CEST (Amsterdam time)

Independent advice. If you would like free, independent guidance on your rights as a consumer buying across EU borders, contact the European Consumer Centres Network (ECC-Net) at https://www.eccnet.eu/, or read the European Commission's summary of guarantees and returns rights at https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm. Response time: We aim to respond within 8 hours on business days.

12. Company Information

Store name: QPlay Legal business operator: QPlay GmbH Commercial register: Amtsgericht Koln, HRB 90621 VAT ID: DE321170983 Registered business address: Neumarkt 39, 50667 Koln, Germany Email: info@qplayy.com Phone: +34 651 54 13 96

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