Terms of service

Terms and Conditions of Sale

Last updated: 5 August 2026

These Terms and Conditions govern the sale of goods through the QPlay online store. Please read them before placing an order. By completing checkout you accept these Terms.

1. Scope and Contracting Party

These Terms and Conditions apply to all orders placed via https://www.qplayy.com/ (the "Store"), operated by:

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

QPlay GmbH is the manufacturer and brand owner of the products sold in the Store.

These Terms apply to both consumers and business customers. A consumer is any natural person entering into the contract for purposes that are predominantly outside their trade, business, or profession. A business customer is any other purchaser. Where a provision applies only to consumers or only to business customers, this is stated explicitly.

Nothing in these Terms excludes or limits your mandatory statutory rights as a consumer under the law of your country of residence.

 

2. Products, Availability, and Descriptions

We describe our products as accurately as possible, including dimensions, materials, recommended age ranges, and specifications.

Product images are intended to show the product accurately but are for illustration. Minor variation in colour, finish, or packaging may occur, including as a result of your screen settings, and does not constitute a defect.

Products are offered while stocks last. If an item becomes unavailable after you have ordered it, we will contact you and offer a replacement, a revised delivery estimate, or a full refund of the amount paid for that item.

Obvious pricing or description errors. If a product is listed with a manifestly incorrect price or description as a result of a technical or human error, we are not obliged to supply the product at that price. Where this happens we will contact you before dispatch, and you may either confirm the order at the corrected price or cancel it for a full refund. Where payment has already been taken and the order is cancelled, we refund in full without deduction.

 

3. Eligibility to Order

You must be at least 18 years old and legally able to enter into a binding contract to place an order.

Many QPlay products are designed for use by children. They are sold to adults, who are responsible for selecting a product appropriate to the child's age, height, and ability, and for supervising its use. See Section 11.

 

4. Conclusion of the Contract

Products displayed in the Store do not constitute a binding offer by QPlay, but an invitation to place an order.

By placing an order and completing checkout, you submit a binding offer to purchase the selected goods.

We confirm receipt of your order by email (order confirmation). This confirmation does not yet constitute acceptance of your offer.

The contract is concluded when we send a separate shipping confirmation, or at the latest upon delivery of the goods.

Before completing your order you will be shown a summary of your order, the total price including VAT and shipping, and your delivery and billing details. You can correct input errors at that stage using your browser's navigation or the edit controls in the cart before submitting the order.

 

5. Prices and Payment

  • All prices in the Store are in Euro (EUR) and include statutory VAT. Shipping costs are shown separately at checkout before you complete your order.

  • The total amount payable, including all taxes and shipping, is displayed before you submit your order.

  • Payment is processed securely via Shopify Payments and the payment methods offered at checkout. We do not store your full card details.

  • Full payment is due at the time of ordering unless otherwise agreed in writing.

  • The name appearing on your card or bank statement is QPlay GMBH.

  • If a payment is reversed, charged back, or fails after dispatch, we reserve the right to recover the amount due, along with any reasonable costs incurred, unless the reversal was our fault or is protected by law.

 

6. Discounts, Promotions, and Voucher Codes

Discount codes and promotional offers are valid only for the period and on the terms stated when they are issued.

Unless expressly stated otherwise:

  • one discount code may be used per order and codes cannot be combined;

  • codes have no cash value and cannot be exchanged for money;

  • codes cannot be applied retrospectively to an order already placed;

  • codes may be excluded on certain products, bundles, or already-reduced items;

  • where an order is partly or fully returned, any refund is calculated on the amount actually paid after discount, not on the pre-discount price.

We may withdraw or amend a promotion at any time. This does not affect orders already accepted under it.

 

7. Shipping and Delivery

Shipping costs, delivery destinations, and estimated delivery times are set out in our Shipping & Delivery Policy, which forms part of these Terms.

Delivery estimates are estimates, not guaranteed delivery dates.

Passing of risk. For consumers, the risk of loss or damage to the goods passes to you when the goods come into your physical possession. For business customers, risk passes upon handover of the goods to the carrier.

If delivery is delayed by an event outside our control, we will inform you and the delivery estimate will be extended accordingly. Where a delay is substantial, you may cancel the order and receive a refund for any undelivered goods.

 

8. Retention of Title

The delivered goods remain the property of QPlay GmbH until payment has been received in full.

For business customers, where goods subject to retention of title are resold in the ordinary course of business, the resulting claims against the third party are assigned to QPlay GmbH by way of security until full payment has been received.

 

9. Right of Withdrawal (Consumers)

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

Full details, including how to exercise the right, the effects of withdrawal, and the model withdrawal form, are set out in our Right of Withdrawal notice.

Return shipping costs are borne by the customer. This right is independent of, and additional to, the statutory guarantee described in Section 12.

 

10. Returns, Refunds, and Exchanges

Our returns process, the return window, condition requirements, and refund timescales are set out in our Returns & Refund Policy.

In summary:

  • returns are accepted within 14 days of delivery, in the original packaging;

  • return shipping is at the customer's expense;

  • exchanges and store credit are available at no additional cost;

  • refunds are issued to the original payment method and processed within 5-10 business days of us receiving the return;

  • we do not charge restocking fees.

Please always follow the instructions in the Returns & Refund Policy before sending anything back, as returns are received at a separate address from our registered office.

 

11. Product Safety, Intended Use, and Assembly

Age and ability. QPlay products are designed for specific age, height, and weight ranges, which are stated on the product page and on the packaging. Selecting a product outside the stated range, or allowing use by a child outside that range, may be unsafe. Adult supervision is required as indicated in the product documentation.

Assembly. Where a product requires assembly, it must be assembled fully and correctly in accordance with the supplied instructions before use. Incomplete or incorrect assembly may make the product unsafe. If any part is missing or damaged, do not use the product and contact us at info@qplayy.com.

Protective equipment. We recommend appropriate protective equipment, including a correctly fitted helmet, for all ride-on products. Local law may require this.

Maintenance and wear. Ride-on products require periodic checks of brakes, steering, wheels, and fastenings. Components subject to normal wear, including tyres, brake pads, and grips, are consumable parts. Normal wear is not a product defect.

Product safety compliance. QPlay GmbH holds the certifications required for the products it sells and complies with applicable EU product safety legislation, including Regulation (EU) 2023/988 on general product safety and the applicable harmonised safety standards for children's bicycles and ride-on toys.

The European Commission operates the Safety Gate rapid alert system for dangerous non-food products, where recalls and safety warnings across the EU are published: https://ec.europa.eu/safety-gate/.

As a company established in the European Union, QPlay GmbH is the responsible economic operator for its products within the meaning of Regulation (EU) 2023/988. Product safety enquiries and reports of a safety concern can be sent to info@qplayy.com or to the registered address in Section 1, and are treated as a priority.

Misuse, modification, use outside the stated specification, commercial or rental use, accident damage, and neglect of required maintenance fall outside the scope of the statutory guarantee in Section 12.

 

12. Statutory Guarantee (Legal Guarantee for Defective Goods)

As manufacturer and brand owner, QPlay stands behind the quality of its products.

All goods are covered by the statutory legal guarantee for defective goods. In Germany this arises under BGB §§ 434 ff.; equivalent protections apply under the consumer protection laws of your own EU country of residence implementing Directive (EU) 2019/771.

For a plain-language summary of your guarantee and returns rights anywhere in the EU, see the European Commission's Your Europe portal: https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm.

This guarantee lasts a minimum of two years from delivery and is entirely separate from, and unaffected by, the 14-day right of withdrawal in Section 9.

If a product is defective, contact us at info@qplayy.com with your order number and, where possible, photographs or video showing the issue. We will provide a remedy in accordance with applicable law, which may be repair, replacement, an appropriate price reduction, or a refund.

We do not charge you for the shipping, labour, or materials involved in a valid guarantee claim.

Damage to outer packaging where the product itself is complete, undamaged, and fully functional is not a product defect.

 

13. Liability

We are liable without limitation for damages resulting from intentional misconduct or gross negligence, and for injury to life, body, or health.

For damages caused by ordinary negligence, our liability is limited to foreseeable damages typical for this type of contract, except where mandatory law provides otherwise.

We are not liable for damage arising from failure to follow assembly, use, supervision, or maintenance instructions, or from modification or misuse of a product.

Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability under applicable product liability legislation and any liability that cannot be limited under consumer protection law.

 

14. Force Majeure

Neither party is liable for failure or delay in performing its obligations where this is caused by an event beyond its reasonable control, including natural disaster, extreme weather, fire, flood, war, civil unrest, epidemic, industrial action, carrier or logistics network failure, and failure of utilities or telecommunications.

Where such an event materially affects delivery, we will notify you and either agree a revised delivery date with you or cancel the affected order and refund it in full.

 

15. Intellectual Property

QPlay(R) is a registered trademark of QPlay GmbH.

All content in the Store, including text, product descriptions, images, graphics, logos, video, and page design, together with all product names, product designs, and technical innovations, is the intellectual property of QPlay GmbH or its licensors and is protected by applicable copyright, design, and trademark law.

You may not reproduce, distribute, publish, adapt, or commercially exploit any of this content, or use QPlay trademarks or product designs, without our prior written consent, except where permitted by law.

 

16. Use of the Store

You agree not to use the Store unlawfully, and in particular not to attempt to gain unauthorised access to it, introduce malicious code, interfere with its operation or security, extract data by automated means without our permission, or place orders fraudulently or in another person's name.

If you create a customer account, you are responsible for keeping your login credentials confidential and for activity carried out under your account. Tell us promptly at info@qplayy.com if you believe your account has been used without your authorisation.

We may suspend or restrict access to the Store, or decline an order, where we have reasonable grounds to suspect fraudulent or unlawful activity. Where we decline an order, any payment taken is refunded in full.

 

17. Business Customers

The following apply only to business customers and not to consumers:

  • Sections 9 and 10 (right of withdrawal and consumer returns) do not apply.

  • The limitation period for claims arising from defects is one year from delivery, except where mandatory law provides otherwise and except in cases of intent, gross negligence, fraudulent concealment of a defect, or injury to life, body, or health.

  • Obvious defects and transport damage must be reported in writing without undue delay and in any event within 7 days of delivery.

  • Set-off is permitted only against claims that are undisputed or have been established by a final court decision.

  • The place of jurisdiction is Koln, Germany.

 

18. Data Protection

We process personal data in accordance with our Privacy Policy and, in relation to cookies and similar technologies, our Cookie Policy.

 

19. Changes to These Terms

We may amend these Terms to reflect changes in our products, our operations, or applicable law.

The version of these Terms in force at the time you place your order is the version that applies to that order. Amendments are never applied retrospectively to concluded contracts.

 

20. Dispute Resolution

If you have a complaint, please contact us first at info@qplayy.com. We aim to respond within 8 hours on business days and to resolve complaints directly wherever possible.

Consumer arbitration (VSBG). We are not obligated to, and do not, participate in alternative dispute resolution proceedings before a consumer arbitration board (Verbraucherschlichtungsstelle) within the meaning of the German Consumer Dispute Resolution Act (VSBG).

EU Online Dispute Resolution platform. The European Commission's ODR platform, previously operated under Regulation (EU) No 524/2013, was permanently closed on 20 July 2025 following its repeal by Regulation (EU) 2024/3228. No ODR platform link is provided.

Consumers may contact their national consumer advice body or the European Consumer Centres Network (ECC-Net) for free, independent, cross-border guidance at https://www.eccnet.eu/.

 

21. Applicable Law and Jurisdiction

These Terms are governed by German law, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

If you are a consumer resident in another country, this choice of law does not deprive you of the protection afforded by the mandatory consumer protection provisions of the law of your country of habitual residence, and you retain the right to bring proceedings in the courts of that country.

For business customers, the exclusive place of jurisdiction is Koln, Germany.

 

22. Severability

If any provision of these Terms is or becomes invalid or unenforceable, the validity of the remaining provisions is unaffected. The invalid provision is replaced by the lawful provision that most closely reflects its commercial purpose.

 

23. Contact

QPlay GmbH Neumarkt 39, 50667 Koln, Germany Email: info@qplayy.com Phone: +34 651 54 13 96 Support hours: Monday-Friday, 9:00-17:00 CET/CEST (Amsterdam time) Response time: within 8 hours on business days Languages: English and Dutch

Full company and regulatory details are set out in our Legal Notice (Impressum) and on our Contact page.

 

24. Related Policies

Shipping Policy | Returns & Refund Policy | Right of Withdrawal | Privacy Policy | Cookie Policy | Legal Notice (Impressum) | Contact | FAQ