Returns and refunds policy

Right to withdrawal

The customer has 14 calendar days to discontinue withdraw from the agreement and return the product if they are not satisfied with it. The period applies from the day that the order is received by the customer.

The product must be returned in its original packaging, in perfect condition and intact (with all the accessories, manuals, cables, etc. included in the original package), along with the invoice. We will not accept items that are incomplete, damaged or used.

The cost of returning the product to us (as well as any duties incurred) will be borne by the customer.

If these requirements are met, the amount will be refunded via the original payment method of the order. If the product has any defects, the repair cost will be deducted from the refund total amount. If a technical analysis of the product is carried out in the framework of the right to withdrawal, BQ will do everything possible to reimburse the customer as soon as possible.

Defective items

The returns of defective items must be made in the first 14 calendar days after the order has been delivered, otherwise the returns must be handled via the support service.

If returning a defective item, to avoid further issues, BQ will offer the customer the possibility of replacing the item with a new revised one. In such case, the courier will deliver the new device at the same time as collecting the faulty one. If the customer prefers to return it and receive a refund for the full amount, the courier will collect it from the address provided. Once received at BQ, the refund will be made via the original payment method of the order.

Exchange of one item for another

If the event of the customer choosing the wrong item by mistake, they must request a return within 14 calendar days of receipt. A new order can subsequently be placed.

The returned product must be in its original packaging, in perfect condition and intact (with all the accessories, manuals, cables, etc. included in the original package), along with the invoice. We will not accept any items that are incomplete, damaged or used.

If these requirements are met, the amount will be refunded via the original payment method of the order. If the product has any defects, the repair cost will be deducted from the total refund amount. If a technical analysis of the product is carried out in the framework of the right to withdrawal, BQ will do everything possible to reimburse the customer as soon as possible.

Nonconformity returns

In accordance with the Spanish Royal Legislative Decree 1/2007, all products sold by BQ benefit from a two-year guarantee of legal conformity.

The guarantee of conformity means that products must satisfy certain requirements (except in specific circumstances, where one requirement or another is not applicable):

  • They match the description provided by BQ and have the product features presented to the customer as an example or model.
  • They are suitable for the use ordinarily intended for products of the same type.
  • They are suitable for any special use required by the customer and made known to BQ at the time of the entering into the contract, provided that BQ has stated that the product is suitable for such use.
  • They meet the standard levels of quality and performance of products of the same type which can reasonably be expected by the customer, given the nature of the product and public statements made by BQ regarding the specific features of the products, especially in advertisements or on the labelling. BQ shall not be bound by such public statements if it was not aware and could not reasonably be expected to be aware of the statement in question. It will also be exempted if it demonstrates that the said statement had been corrected at the time of entering into the contract, or that the statement could not influence the decision to buy the product.

It will only be understood that the failure or the nonconformity of a device existed when the product was delivered, if it occurs during the first 6 months (unless proven otherwise or when this presumption is incompatible with the nature of the product or nature of the nonconformity). If the nonconformity becomes apparent after those first six months, in order to claim on the warranty, the customer must demonstrate that the problem is a manufacturing issue and has not been caused by misuse of the product or the passage of time. It is therefore advisable to seek an expert opinion to specify the cause of the nonconformity and whether or not it results from misuse or the device itself. If the nonconformity is proven after the first six months, the customer is entitled to claim on the warranty. The cost of consulting an expert shall be borne by the customer in any case. There shall be no liability due to nonconformity which the consumer and user could have been aware of or could not reasonably have been able to ignore at the time of entering into the contract, nor which originates from materials supplied by the consumer and customer. Failures caused by neglect, impact, misuse or incorrect handling, unsuitable voltage, incorrect installation by unauthorised personnel, or wear and tear of materials resulting from normal use are not included.

If the product does not comply with the agreement, the customer may choose between repair or replacement of the product, except where either of these options is objectively impossible or disproportionate. Disproportionate means an option which imposes unreasonable costs on BQ in comparison to the other, taking into account the value the product would have if there were no nonconformity, the significance thereof and if the alternative could be made without significant inconvenience to the customer.

If the product cannot be repaired and cannot be replaced by another of identical features, the customer may request a price reduction or refund of the same, or a different (non-identical) replacement product of their choice. The customer shall duly inform BQ of the nonconformity within two months of discovering it.

Return policy exceptions MakerBot Replicator 2

Due to its specific technical features, the MakerBot Replicator 2 3D printer will not be governed by this returns and refunds policy. MakerBot Replicator 2 is not subject to the right to withdrawal or refund. The customer is advised of the returns policy for this model of printer during the purchase process. Therefore, purchasing the unit is considered as acceptance of these terms. This policy will apply to the item purchased, even if it has not been unpacked.

Each unit of MakerBot Replicator 2 has been thoroughly checked by the BQ Robotics Technical Support team. Nevertheless, if any printer has manufacturing defects, it will be replaced by another unit, as long as this change is requested by the customer within the first 14 days after purchase.

If the customer discovers any issues with the performance of the printer, they must contact the BQ Robotics Technical Support team by email at soporte3d@bqreaders.com.

In this email, the user must indicate the printer serial number which can be found on the base. The Technical Support personnel will contact the user as soon as possible.