Returns & Cancellation – clearly explained
So you always know where you stand: deadlines, conditions and the process – explained simply, with no hidden clauses.
Statutory right – return for any reason, from the day your order arrives.
Voluntary – only for a defect, wrong delivery or significant deviation.
After approval – but no later than day 30. The postmark date counts.
Cancel for any reason
Return without giving a reason – even if you simply don't like it. Item unused and in its original condition.
Only for product issues
Only a defect, wrong delivery or significant deviation – with photo/video proof. "I changed my mind" is no longer possible here.
Statutory right to cancel (14 days)
As a consumer you have the right to cancel your order within 14 days without giving any reason. The period starts on the day your order is delivered to you and applies independently of our voluntary 30-day guarantee.
If you cancel, you bear the direct cost of return shipping – including any additional costs that may arise from returning the parcel.
Voluntary 30-day guarantee (Day 15 – 30)
Beyond the statutory 14 days, we voluntarily offer an extended return window. To keep things honest: this extension applies exclusively for one of these reasons:
- Product defect – the item does not work properly.
- Wrong delivery – you received a different item than the one you ordered.
- Significant deviation from the advertised product.
Returns for personal preference reasons (e.g. "I don't like it", buyer's remorse) are no longer accepted after the 14-day period. Requests between day 15 and 30 are reviewed individually; without a product or delivery fault, we reserve the right to decline them.
The 30-day guarantee is a voluntary offer. It only applies if you contact us directly and follow the stated return process.
What condition must the item be in?
Whichever window applies: the item must be in the same condition in which you received it.
- Unworn and unused
- With all tags and in the original packaging
- With the receipt or other proof of purchase
Products to be returned after the 14-day period must be demonstrably unused. Any visible use voids the claim to the voluntary guarantee.
How a return works
- Start a requestAll returns are requested through our Return Center. Please don't send anything back unannounced – unannounced parcels cannot be processed.
- Personal supportA member of our support team will guide you through the process step by step.
- Receive the return addressAs we operate from multiple locations, we'll provide the correct address and all instructions only after your request.
- Proof for day 15 – 30For requests after the 14-day period, meaningful photos or videos of the defect must be submitted. Without sufficient proof we cannot process a return within the voluntary window.
Deadlines after approval
After your request is approved, you have 7 calendar days to send the parcel – but no later than day 30 after receipt of your order. The decisive date is the postmark or proof of dispatch, not the date it arrives with us.
Parcels demonstrably posted after this deadline can no longer be processed under the guarantee – they will be refused or returned at the customer's expense. An approved return is therefore not an open-ended right of return.
Return shipping costs
Return shipping costs are borne by you as the customer – including shipping costs and any duties or fees on international returns.
Damage, defects & exchange
Please check your order right away on arrival and contact us immediately if the item is defective or damaged, or if you received the wrong item.
If your product arrives damaged or does not work properly, we will send you a new, working product as quickly as possible – at no extra cost. If an exchange isn't possible, we'll refund the purchase price.
Refused deliveries
If you refuse to accept a delivery (including a digital refusal via the carrier), this does not count as a proper return. In such cases we reserve the right to deduct any additional costs incurred (return shipping, handling, customs or loss of the goods) from the refund amount or to invoice them separately. A refund is only issued once the goods have been returned to us, received and inspected.
Refunds
Once we have received and inspected your return, we'll notify you. If approved, you'll receive a refund to your original payment method within 10 business days. Banks or credit card companies may need additional time. If more than 15 business days have passed, please contact us again at support@ractiveone.com.
Frequently asked questions
I changed my mind – can I return it?
Yes – within the first 14 days of receipt, without giving a reason. After day 14, a return for pure preference reasons is no longer possible; we then only accept defects, wrong deliveries or significant deviations.
My product arrived defective. What now?
Please contact us straight away through our Return Center and attach photos or a short video. We'll send you a free replacement, or refund the purchase price if an exchange isn't possible.
How quickly do I have to ship after approval?
You have 7 calendar days from approval – but no later than day 30 after receipt of your order. The postmark counts, not the date it arrives with us.
Who pays for return shipping?
Return shipping costs are borne by you as the customer, including any duties or fees on international shipments.
Can I just ship it back or refuse the delivery?
Please don't. Don't send anything back without a prior return request – unannounced parcels cannot be processed. Refusing the delivery also doesn't count as a proper return; in that case additional costs may be deducted from the refund or invoiced separately.
What if I open a PayPal or bank dispute directly?
You'd then be excluded from the voluntary 30-day guarantee. Please contact us directly first – we'll find the fastest solution together.
Still have questions?
Nina and the support team will guide you personally through every return. Many answers are right in our Help Center – or write to us at support@ractiveone.com. We reply reliably by email.
To the Help Center & FAQ We currently do not offer phone support. · *Voluntary offer in addition to the statutory 14-day right to cancel.