Refund & Return Policy

Changed your mind? No interrogation. Here's exactly how it works.

We want you to love what you ordered. If it's not the moment, you have two ways to send it back: your legal 14-day right of withdrawal and, on top of that, our own 30-day money-back guarantee.

1. Your 14-day right of withdrawal (statutory)

As a consumer in the EU you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

• The 14-day period starts the day after you (or someone you designate, other than the carrier) receive the item. If your order is delivered in multiple parcels, it starts from the day you receive the last item.
• To use this right, notify us within those 14 days by emailing support@get-quepasa.com (see "How to return" below). You may use the model withdrawal form at the bottom of this page, but it's not required.
• After you've notified us, you have another 14 days to send the item back.
• We refund the product price within 14 days of receiving your notification. We may withhold the refund until we have received the returned item or proof that you have sent it back.
• Return shipping costs are for your own account.

2. Our 30-day money-back guarantee (commercial)

On top of your statutory rights, we give you an extra window: you can return your order within 30 days of receipt for a refund of the product price, provided the conditions below are met. Return shipping remains at your own expense.

3. Condition of the items

To be eligible for a return, your item must be:

• Unworn, unwashed and undamaged, in the same condition you received it;
• Complete, with any tags and original packaging;
• Not soiled, scented or altered.

We reserve the right to refuse a return if the item shows signs of use, washing or damage that wasn't there on delivery.

4. How to return (please read — don't ship anything yet)

Because we ship internationally, please do not send anything back before contacting us. The address on this page is our correspondence address only — it is not our return address. Returns sent without a confirmed return address cannot be processed.

• Email us at support@get-quepasa.com with your order number and the reason for return.
• We'll reply with the correct return address and instructions.
• Ship the item back at your own cost. We recommend a tracked service — you're responsible for the item until it reaches us.

5. Return shipping costs

Return shipping is paid by the customer. As an indication, returning a parcel from within the EU typically costs around €10–25 depending on your country and carrier. We are not able to reimburse these costs.

6. Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or provider it may take a few extra days to appear.

7. Wrong or defective items

Received the wrong item, or something arrived damaged or defective? Email us at support@get-quepasa.com within 14 days of receipt with a photo, and we'll make it right at no cost to you.

8. Company details

Que Pasa is a trade name of DCT Ecom.
Paxtonstraat 3-N, 8013 RP Zwolle, the Netherlands (correspondence address only — this is not a visiting or return address; please email us first for the correct return address)
KVK: 86063154 · VAT: NL004185599B20
Email: support@get-quepasa.com