Refund Policy
REFUND POLICY
Last updated: 21 October 2026
At Rivenqoa we want you to be completely happy with your purchase. If something is not right, this policy explains how returns and refunds work.
Rivenqoa is operated by:
Bilgin B.V.
Beemdenlaan 22 Bus 201
2550 Kontich
Belgium
Company number (KBO): 1020.133.954
VAT number: BE1020133954
Email: info@rivenqoa.com
Phone: +32 465 29 73 69
1. YOUR RIGHT OF WITHDRAWAL
As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party named by you who is not the carrier, received the goods. If your order was delivered in several parts, the period begins on the day you received the last item.
To use your right of withdrawal, please send us a clear statement of your decision by email to info@rivenqoa.com. Include your name, order number, the items you wish to return and your delivery address. You may use the model withdrawal form at the end of this policy, but this is not required.
To meet the deadline, it is enough to send your notice before the 14-day period has expired.
2. HOW TO RETURN YOUR ITEMS
Once you have informed us of your withdrawal, we will send you the return address and instructions. Please send the items back to us without undue delay and no later than 14 days after the day you informed us of your withdrawal.
Please return items unused, in their original condition and, where possible, in their original packaging with all parts, accessories and labels included. Pack everything securely, especially fragile items such as glass, ceramics and lighting, so that it is not damaged in transit.
We recommend using a tracked shipping service, as we cannot be responsible for returns that are lost on the way back to us.
3. RETURN SHIPPING COSTS
You are responsible for the direct cost of returning the items, unless the item is faulty, damaged or not what you ordered. Please note that larger items such as furniture may not be suitable for standard parcel post and may cost more to return. Contact us before sending a large item and we will help you find the best way to return it.
4. YOUR REFUND
We will refund all payments received from you for the returned items, including the standard delivery costs, no later than 14 days after the day we received your withdrawal notice. If you chose a delivery method more expensive than our cheapest standard delivery, we will only refund the cost of standard delivery.
We may hold back the refund until we have received the items back, or until you have shown proof that you have sent them, whichever comes first.
Refunds are made using the same payment method you used for your original purchase, unless we have expressly agreed otherwise with you. You will not be charged any fees for the refund.
5. CONDITION OF RETURNED ITEMS
You may handle and inspect the items in the same way you would in a shop. If an item has been used beyond what is necessary to check its nature, characteristics and functioning, or if it is returned damaged or incomplete, we may reduce the refund to reflect the loss in value.
6. EXCEPTIONS
The right of withdrawal does not apply to:
Items made to your specifications or clearly personalised for you.
Sealed items that are not suitable for return for reasons of health protection or hygiene, if they have been unsealed after delivery.
Items that, by their nature, have been inseparably mixed with other goods after delivery.
7. DAMAGED, FAULTY OR INCORRECT ITEMS
Please check your order as soon as it arrives. If an item is damaged, faulty or not what you ordered, contact us at info@rivenqoa.com as soon as possible, ideally within 48 hours of delivery, and include your order number and photos of the item and packaging. We will arrange a replacement, repair or full refund, and we will cover the return shipping costs.
This does not affect your legal guarantee rights. Under Belgian and EU law, you are entitled to a legal guarantee of conformity of two years from delivery for goods that are defective or do not match their description.
8. CANCELLING AN ORDER BEFORE IT SHIPS
If you would like to cancel an order that has not yet been dispatched, email us at info@rivenqoa.com as soon as possible. If the order has not yet left our warehouse, we will cancel it and issue a full refund.
9. CONTACT US
If you have any questions about returns or refunds, we are happy to help.
Email: info@rivenqoa.com
Phone: +32 465 29 73 69
Address: Bilgin B.V., Beemdenlaan 22 Bus 201, 2550 Kontich, Belgium
MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract.)
To: Bilgin B.V. (Rivenqoa), Beemdenlaan 22 Bus 201, 2550 Kontich, Belgium, info@rivenqoa.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: