Refund policy

Returns

We offer a 30-day return window, starting from the day you receive your SteamIQ order.
A return request must be submitted before any item is sent back. Returns without an approved RMA (Return Authorization) will not be accepted.

To be eligible for a return, the SteamIQ must be returned in the following condition:

  • Unused or lightly tested only

  • No visible wear, damage, or dirt

  • Water tank must be empty and dry

  • Accessories and attachments must be complete and unused

  • Returned in the original packaging without damage

  • Includes proof of purchase

Any item that is used beyond standard testing (for example: visible limescale, dirt, burnt residue, blocked nozzles, excessive wear) is considered “used equipment” and is not eligible for a refund.

To start a return, email us at contact@steamiq.nl
If approved, we will provide a return address and instructions.

Returns may be rejected if:

  • The product shows signs of use beyond basic testing

  • The interior or exterior shows dirt, limescale, or damage

  • Any part is missing, broken, or altered

  • The packaging is heavily damaged

  • The return is sent without prior authorization

  • The product is not safely packed and arrives damaged

  • The product was purchased during a clearance or major discount (>25%) sale

We reserve the right to reduce the refund amount if the product is returned in less-than-perfect condition, as allowed under EU law.

Non-returnable items

For hygiene, safety, and product integrity reasons, the following cannot be returned:

  • Any SteamIQ unit showing significant use or wear

  • Units with internal water residue, limescale, or dirt

  • Units damaged due to improper use

  • Hazardous items or gift cards

  • Sale items or promotions unless legally required

If you are unsure whether your item is returnable, contact us before sending it in.

Damages & Issues

If your SteamIQ arrives damaged or defective, you must notify us within 48 hours of delivery.
Please send clear photos/videos of:

  • The issue

  • The packaging

  • The shipping label

  • The full product and accessories

This is required for insurance and quality control purposes.
Failure to provide documentation can delay or void replacement approval.

Exchanges

We do not process direct exchanges.
If you want a different item, return your product (if eligible) and place a new order once the return is approved.

EU 14-Day Cooling-Off Period

EU customers retain the legally required 14-day right of withdrawal.
However:

  • The product must be returned unused and in perfect condition

  • Any reduction in value caused by handling beyond checking the product’s nature, characteristics, or functioning may be deducted from the refund

  • Missing accessories or damaged packaging may also reduce the refund amount

This complies with EU Directive 2011/83/EU.

Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refunds are issued to the original payment method

  • Refund processing takes 10–15 business days

  • Banks/credit card processors may require additional time

If the item is returned incomplete or in used condition, we may apply:

  • A partial refund deduction, or

  • A rejection of the refund (item sent back to customer)

If you have not received your refund after 15 business days, please contact us at contact@steamiq.nl