Annuleringsbeleid

VinoQ Return and Refund Policy

Last updated: September 21, 2025

At VinoQ, we want you to be satisfied with your purchase. We combine your legal rights with a customer-friendly return policy.

📌 Your right of withdrawal (14-day cooling-off period – EU)

If you are a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the products, without giving any reason.

Conditions:

The product must be unused, unworn, undamaged, complete, with labels, and in its original packaging.
You must return the product within 14 days after notifying us of the withdrawal, or provide proof of shipment.

If you exercise your right of withdrawal, you will receive:
✅ The full purchase price of the product
✅ The standard delivery costs (outbound shipping) where applicable

❗ Return shipping costs are at your own expense, unless the product is faulty or incorrectly delivered.

You can notify us of your withdrawal by:
📧 info@vinoq.wine
or by using the European model withdrawal form.

🚀 VinoQ return service (30 days)

In addition to your legal rights, we offer an extra 30-day return period as a service. Within 30 days of receipt, you may return your unused product.

Conditions:

The product must meet the same conditions as for the right of withdrawal (unused, original packaging, with labels).
You must have proof of purchase.

Note: Returns after 14 days do not include a refund of the original shipping costs.

📦 Return procedure

1️⃣ Always contact us first at info@vinoq.wine to request your return.
2️⃣ You will receive return instructions and, if applicable, a return label.
3️⃣ Send your product to:
Packstore, Voltastraat 7, 6716AJ, Ede, The Netherlands

Unauthorised returns (returns without prior notice) will not be accepted.

❌ Exceptions to returns

The following items cannot be returned:

Custom-made or personalized products
Opened hygiene or personal care products
Perishable goods (e.g. food)
Hazardous materials, flammable liquids or gases
Digital products after delivery
Discounted items (where explicitly indicated)

💳 Refunds

We will process your refund within 14 days after receiving your withdrawal notice, but may wait until we have received the product or you have provided proof of return shipment.
Refunds will be made using the original payment method.
Please note that banks and credit card companies may require additional time to process and post the refund.

If you have not received your refund after 15 business days, please contact us at info@vinoq.wine.

❗ Damaged or incorrect delivery

Please inspect your order upon receipt. If the item is defective, damaged, or you received the wrong product, contact us immediately at info@vinoq.wine so we can resolve the issue.