Easy return

  • Up to 14 days

  • We will come pick it up

How can I return a product?

  • Request the return via your account
  • Print the return label
  • Place the label inside the package
  • Give your package to the courier
  • When we receive the package we will process the refund
  1. Sign into your account. Choose the order and item you wish to exchange and the return method (money or another device). All you need to do is indicate the time and place to collect the item.
  2. Print the return label which you can download via your account.
  3. Cut or fold the label along the dotted line and place it inside the package you wish to return.
  4. The courier will collect the parcel from the indicated address. The procedure will vary depending on the reason for the return:
    • Defective item: if requesting a replacement, we will send you a new one free of charge once the returned item reaches our warehouse. If requesting a refund, the cost of the item and the delivery charges will be refunded to you once it is checked at our warehouse. Return shipping will be at the customer’s expense.
    • Item in perfect condition: the cost of the item and the delivery charges will be refunded to you once it is checked at our warehouse. Return shipping will be at the customer’s expense.
  5. Once we have received the package at our warehouse and we have examined it, we will process the refund via the same payment method as when you paid. Remember that the time it takes for the money to reach your bank account may vary depending on the payment method and bank.

You can consult the BQ return policy here. You can also check the status of the return via your account and, if you have any questions, please contact us at returns@bq.com

How many days do I have to exchange it?

A 14 day return period is in place because we want you to be totally satisfied with your purchase. We lengthen the return period during sales campaigns like Christmas.

What happens if I have already opened the package?

Don’t worry! As long as the items are returned within the return period, intact, in perfect condition and in their original packing, you can get a refund. Any items that are damaged, dirty or that have signs of being used will not be accepted.

What do I do if my product is faulty?

If no more than 24 hours have passed since the package was delivered, please contact our Returns department (returns@bq.com) to arrange for it be replaced.

You can also arrange for a replacement via your account:

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Tip: We recommend opening the package in front of the transport courier so that you can advise them of any problems with your order.

How do I cancel the return?

You have changed your mind and you wish to keep your products. Sign into your account, select the return and press cancel. If it has already been processed and you cannot cancel it, please contact us at returns@bq.com

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Can I exchange one product for another?

Yes. Sign into your account, request the return and we will collect the product from the address you have provided. Once we have received it, we will process the refund in the same payment method as when you paid. You can purchase the new product at any time.

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  1. Request the return via your account
  2. We will come and collect the product.
  3. We will refund the money
  4. Place your new order at any time!

Are there any items that cannot be returned?

No, you can return any item as long as no more than 14 days have passed and it remains in perfect condition*.

How long does the refund take?

Once we have received the package at our warehouse and we have examined it, we will process the refund within a maximum of 72 business hours (via the same payment method as when you paid). The time it takes for the money to reach your bank account may vary depending on the payment method and bank.