RETURN & REFUND POLICY

Shipping & Returns

Clear rules.
No surprises.

Billy.be fully complies with EU Consumer Rights Directive, including the 14-day right of withdrawal for all distance sales.

🇪🇺

EU compliant

14-day right of withdrawal on all online orders, no justification required

Returns in EuropeAll EU and EEA countries▾

You have 14 days from the date of delivery to initiate a return, for any reason. We process returns across Europe via DPD.

Step 1

Request online

Go to your account, open your order and click "Request return". Must be within 14 days of delivery.

Step 2

Get your label

We send you a DPD return label by email

Return shipping costs are at the buyer's expense and are deducted from the refund. Exact amounts follow the same rates as our outbound shipping table.

Condition of returned items

You may inspect products as you would in a physical store. To receive a full refund, items must be returned in original condition:

  • Unused and undamaged — no water, wind, or sport use
  • Original packaging intact, all tags attached
  • All accessories, manuals, and components included
  • Proof of purchase required

If the item shows signs of use beyond reasonable inspection, a depreciation of up to 75% of the purchase price may be applied in accordance with EU law. Products showing signs of assembly, disassembly, or sport use (mounted fins, unwound lines, inflated kites) fall into this category. If conditions are not met, we may return the product to you.

For large items (surfboards, foil sets, e-scooters) we do not provide a return label. Self-arranged return shipping only. Costs follow our outbound shipping table.

Exchange

We don't process direct exchanges. Return your product via your account, then place a new order for the correct item. Refund is processed within 14 days of receiving your return via the original payment method.

Refund options

Original payment method

Refunded to the card or method used at checkout. Timing depends on your bank.

Return shipping deducted. Free shipping orders: outbound cost also deducted.

★ Recommended

Store credit

Valid for any future purchase on billy.be

Returns outside the EUUK, Switzerland, and all non-EU countries▾

International returns are accepted but require careful preparation to avoid delays, refusals, or unexpected import charges on our side. Read the instructions below carefully before shipping.

⚠️ Important

Packages for which we are charged import costs or VAT will be refused or invoiced back to you. Follow the instructions below exactly.

Customs & costs

  • Return shipping is entirely at your expense. We do not provide return labels for non-EU countries.
  • We cannot reimburse import or customs costs you have already paid on the original delivery. In some cases you may be able to claim these from your local customs authority. This is possible for example from the UK.
  • Returned goods may qualify under Returned Goods Relief (Customs Code 604), allowing re-import into the EU without additional duties when conditions are met.

Mandatory instructions for your shipment

  1. Always inform your carrier that this is a private return shipment. Ask your carrier how to declare this correctly.
  2. On the shipping label and invoice, write clearly:
    RETURN SHIPMENT FOR ECOMMERCE ORDER + [original UPS tracking number]
  3. Mark the package with:
    Customs code 604 - Return Goods - full exemption
  4. Include a copy of your original Billy.be order confirmation. Cross out any items you are not returning.

Condition of returned items

  • Items must be unused, undamaged, and in original packaging
  • Any depreciation due to handling or use will be deducted from the refund
  • Items that do not meet return conditions will be sent back to you

Return address

BILLY.BE, Freeride SPRL
Chaussée d'Ixelles 319
1050 Bruxelles, Belgium

Damaged or faulty item?

Return shipping is covered by us for defective products. Submit a warranty claim and our team will get back to you with next steps.

Submit a warranty claim →

A question before returning?

We're here to help.