Statutory right

You have the right to withdraw from this contract within 14 days from the day on which you or a third party designated by you (not the carrier) the products (or the last product, the last partial shipment or the final part in the case of a contract with relation to multiple goods of one order or the delivery of a product in several partial shipments or parts). In order to exercise your right of withdrawal, you must inform us about your decision to revoke this agreement. Send your request via the form to:

You can complete and return your statement to the Customer Service in accordance with the explanation and with the forms that can be found online. The notification is timely if you have sent the revocation statement before the expiry of the withdrawal period and if you have returned the goods within the period defined below.

For additional information on the scope, content and instructions for the exercise, please contact our Customer Service.

Effects of cancellation

We will reimburse all payments received from you for the goods purchased and will also reimburse delivery charges for the least expensive type of delivery offered by us, no later than 14 days from the day on which we received the above communication. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. If reimbursement occurs after the maximum time period mentioned above, the amount due to you will as of right be increased.

You must return the goods immediately and in any case no later than fourteen days from the day on which we are informed of your cancellation of this agreement. The notification is timely if you have sent the goods before the expiration of the withdrawal period of fourteen days. The return costs are for your account. The returned goods must also match the ordered goods. The price will always be the same as on the purchase agreement. For the return a restocking fee will be charged of 10% of the value of the purchase agreement with a minimum amount of 25 euros.


The right of cancellation does not apply to:

  • Concerning the supply of goods which are not suitable for return for health and hygiene and whose seal or packaging is opened after delivery or which, after delivery, are inseparably mixed with other goods in view of the nature of the goods;
  • Regarding the delivery of goods that have been manufactured according to customer specifications or that are clearly tailored to personal needs;
  • Concerning the delivery of goods whose expiry date is exceeded.
  • Regarding Services that have been fully provided by HQI and if you have taken notice of the order and expressly agreed to the fact that we can start providing the Service and you lose your right of cancellation in full compliance with the agreement


Without prejudice to your statutory rights, HQI provides you with the following voluntary returns guarantee:

If none of the exceptions apply and if the products are complete and are in the same condition as upon receipt, you can return products from HQI bvba to HQI bvba within 14 days of receipt of the products.

If you return goods in accordance with this voluntary refund guarantee, we will refund the purchase price already paid by you; however, the shipping costs of your original purchase are for your account, as well as the transport risk and the costs of returning. This refund guarantee is without prejudice to your statutory rights and your right of withdrawal as described above.