Our return and exchange guidelines
CUSTOMER SATISFACTION IS OUR TOP PRIORITY
We strive to provide you with an excellent shopping experience.
This page provides information about our return policy, how to handle damaged products and cancellations.
We do not charge your credit card until after your item is shipped from our warehouse. If you want to cancel an order before this happens, please contact our customer service immediately and we will try to stop the package before it is shipped. We usually ship on the same day.
To cancel an order, send an email to our customer service department with the subject line “Cancellation” and include your order number so we can properly handle your request. We do our best to stop the package before it is shipped. However, due to our fast shipping process, we cannot guarantee that every order can be cancelled in time. We will refund the amount paid within a maximum of 15 days.
If you are not completely satisfied with your purchase, we give you the option to return the goods within 14 calendar days of receipt.
All items must be returned sealed in their original packaging, unopened, unused, undamaged (if applicable) and suitable for resale.
If you wish to return an item, please first contact our customer service department via email (please click here). Unless we receive notification from you, a refund cannot be guaranteed.
Return shipping costs incurred by the customer are not refundable.
Return address:
AQ Slim
Marconistraat 10
2181 AK Hillegom
The Netherlands
Please do not return anything to us without first clearing it with a member of our customer service team (please click here). Once we receive your return, we will refund the amount paid in a maximum of 15 days.
If the product is damaged, we will gladly send you a replacement. Please contact our customer service department and send us pictures of the packaging and the damaged items. If the packaging is already visibly damaged, refuse acceptance and contact us immediately. Please note that a complaint regarding damaged goods must be made within 7 days of delivery to be considered.
Once your return has been received and verified, our customer service team will contact you to let you know that we have received your return in good order. We will also inform you if your refund has been approved or rejected. If approved, your refund will be processed and a credit to your credit card or original payment method will be automatically executed within a few days.
If you have not yet received your refund, please check your account again first. Then contact your credit card company as it may take some time for your refund to be visible. After that, please contact your bank as there is often a processing period before refunds are credited. If you have done all this and still have not received your refund, please contact our customer service department.
For free items or promotional items you received for free, we do not offer refunds or accept returns.
If you need further assistance, please feel free to contact our
customer service.
We are ready to help you.
