Refund policy

Returns address
Merchandise B2S return
Casablancaweg 12-D14 
1047 HP Amsterdam
The Netherlands
  
Proof of postage
In case you need to contact us about your return, please mention your order number and tracking link of the return parcel so we can look up the status and easily offer support. 
 
Returning a faulty or incorrect item?
Even though we expect our products to be perfect, it can happen an item has a production defect. If one of the items you received isn't what you ordered or has a defect, please contact our support team to find a suitable solution. 
 
Download the return form here.
 
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original packaging and perfect condition, we accept returns within 30 days from the day you received your order.

If you return an item within 30 days of receiving it, we'll process a refund for the product value by way of the original payment method. If you return you complete order, the original shipping cost will also be refunded.
 
Refund
We aim to refund you within 14 days (2 weeks) of receiving the returned item at our warehouse. If you request a refund for an item during the above time frame but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

Returns after 30 days
We don't accept returns for unwanted items after 30 days. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. Return request after 30 days for warranty requests will be accepted if we can confirm that warranty applies in your case.
 
Keep it clean

Some items can't be returned, like earrings or items where a hygiene strip or seal has been removed (e.g., socks and underwear). Please check product descriptions before you order.

Perfect condition

Of course, it's fine to try an item on like you would in a shop, but please don't go out and actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs) . All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags.

Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
 
Fair use
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads - way, waaay more than even the most loyal Q-dance customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
Products offered on our website are strictly for personal only use and not meant to be resold.
 
Want to exchange an item?
If you need to exchange a certain item, you can simply return the item within 30 days from receiving your order following the instructions on the return page. You may place a new order for the desired product/size while we will refund the original purchase via the original payment method. This generally takes up to 14 days (2 weeks) to be processed from the day we receive your return parcel.
 
What if it takes longer than 14 days to process my return?
From our experience it does happen every now and then that the delivery company experiences a delay in returning your parcel to our warehouse. In that case it’s advised to first reach out directly to them and ask for an update, rather than asking us. Since you are the sending party for a return parcel, we can’t look into the specific details of this delivery.
 

Event and Click & Collect purchase


Event purchase

When purchasing merchandise straight from any of our merchandise stands at any of our events, the following rules apply:
  • Same day returns. You can only return a purchase in it’s original packaging at the event of purchase, no later than 1 hour after purchase.
  • Show the receipt of purchase, or when absent please show a bankstatement. In case of the latter, it's to our merchandise team's discretion to accept or deny any return request.
  • The refund will be issued back to your card, please confirm with the merchandise worker that the correct amount will be refunded and save the transaction receipt for future support if ever needed. Refunds may take up to 5 business days to show up on your bankaccount.
Click & Collect

When Click & Collect is available, this means we created a special website where you can purchase merchandise before the event and choose to pick it up at the pickup counter at event. When you order on this website, the following rules apply:

  • Returns can be done 30 days after pickup. You can visit the general online store and visit the returns page, there you can select the return portal for 'event returns' to get started (EU-only).
  • Returned items are processed within 14 days (2 weeks) after receiving your return package, including the refund.
  • When your order has not been picked up during the event, we will issue a refund to your bankaccount automatically within one month.
 
Got any questions? Please reach out to our customer support. Generally, we respond to queries within 2 business days.