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    Refund policy


    Which products may be returned?

    Masks, skin care products, and cleaning products may not be returned for hygienic reasons.

    Clothing articles may be returned in the original packaging and unworn within 14 days after delivery without giving reasons. The buyer is responsible for the shipping costs. In order to avoid custom fees, please make sure to mark your package with the following note: “used garments, warranty repair, value of contents is EUR 30.00″.


    Where do I send products I wish to return?

    HeiQ products that were bought on our MyHeiQ EU shop (eu.heiq.com) are to be returned to our distribution center in Austria.

    Q36.5 products need to be returned directly to Q36.5 in Italy. Please see detailed instructions for Q36.5 returns here.

    Address for HeiQ product returns:
    HeiQ Materials AG
    c/o MS Direct Austria GmbH
    Scheibenstrasse 3
    AT-6923 Lauterach

    Address for Q36.5 product returns:
    Q&E Srl
    RETURNS
    Via Innsbruck 33
    39100 Bolzano (BZ)
    Italy


    Unfortunately I have ordered the wrong article (size, color etc.). Can I still exchange it? Can I order an additional article?

    For HeiQ products, please contact our customer service by phone (+41 56 250 68 50, choose “webshop”) as soon as possible or write a message to: shop@heiq.com.

    For Q36.5 products, please contact customer service by phone (+39 0471 285169) as soon as possible or write a message to: supportcenter@q36-5.com. 


    Return shipping costs

    Postal charges for the return shipment of products are generally borne by the sender. The following exceptions apply:
    - The product received is incorrect
    - The product is incomplete
    - The product information in the shop is incorrect
    - The product received was not ordered

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