Exchange?
Does the product not meet expectations? No problem, you have a cooling off period of 14 days. Exchange is possible without giving reasons* why the product is being returned. This period starts on the day of receipt of the product. After submitting the return notification and approval, you have 14 days to return the product. The product can only be returned unused and in its original packaging. For returning products, the shipping costs are for your own account. Damage or loss by the parcel service is also your responsibility. After good receipt, we will refund the purchase amount within 14 days.
Exchange is not possible if:
- The original packaging is missing
- The original packaging is damaged
- The product is damaged
- The product is sent incomplete
For this reason we have stopped sending / exchanging products in advance.
* Do you doubt whether the product can still be returned? Please contact us in advance.
Exchange with a customer account:
1. Log in to the webshop
2. Go to my account
3. Go to Order history and details
4. Click on details of the relevant order
5. Select the products you want to exchange
6. Confirm the return request
Your application is now being assessed and you will be notified as soon as possible.
After approval:
7. Go to "my account > Goods return
8. Click on the plus for details
9. Click on the button to save and print the return slip. You can then return the products, together with the return slip. (indicate whether you want to receive the amount back incl. IBAN number or if you want a voucher.)
After proper receipt, the full purchase amount (including shipping costs paid to Azaqua) will be refunded or converted into a voucher.
Exchange without an account?
That is of course also possible. Always contact us in advance for this. Always include a copy of the packing slip and instructions. Then we know immediately when opening the package who it comes from and what needs to be done with it. We would like to avoid all forms of confusion as much as possible, so that we can complete it quickly and carefully.
Please take care of the return shipment
When you return a product because it does not fit or does not meet expectations, the intention is that this product can still be sold to another customer. We can no longer sell damaged products or products whose packaging is damaged. You have received a new product that we would like to receive as a new product.
Principle: Products that you exchange become products of someone else. We would like to ask you to handle this in a responsible, careful manner. Also in warranty cases.
Extra information:
- The costs for returning are for your own account.
- Good arrival (breakage, damage, loss of the package, etc.) are for your own responsibility.
See also our general terms and conditions
The entrepreneur reimburses all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, immediately but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with paying back until he has received the product or until the consumer demonstrates that he has returned the product, whichever is the earlier. The entrepreneur uses the same means of payment that the consumer has used for reimbursement, unless the consumer agrees to a different method. The refund is free of charge for the consumer.
