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Refund policy

This refund policy applies to orders delivered to Australia. It explains our 30-day returns, our 2-year warranty and your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits these rights. Our 30-day returns and our warranty are in addition to them.

At a glance

  • 30-day returns from receipt – conditions below.
  • Days 1–14: return without giving a reason.
  • Days 15–30: return for a defect, a wrong delivery or a significant difference from the product description.
  • 2-year warranty against defects.
  • To start a return or a warranty claim, email support@ractiveone.com.

1. Returns within 14 days (any reason)

Within 14 days of receiving your order you can return an item without giving a reason, for example if you changed your mind. The item must be complete, with all accessories, and must not show more than the handling needed to try it out. Extended use, visible signs of use, dirt, damage or missing parts may reduce the refund.

For a return without a defect, you pay the cost of sending the item back.

2. Returns from day 15 to day 30

Until day 30 after receipt we also take items back for one of these reasons:

  • Defect – the item does not work properly.
  • Wrong delivery – you received a different item than the one you ordered.
  • Significant difference from the product description.

Please send us clear photos or a short video of the problem. The item should come back complete with all accessories.

3. 2-year warranty against defects

We warrant that your product is free from defects in materials and workmanship for 2 years from the date of delivery. If a defect appears in that time, we repair or replace the product, or refund you if a repair or replacement is not possible.

  • How to claim: email support@ractiveone.com with your order number and a short description, photo or video of the problem.
  • Costs: we pay the cost of sending a defective product back to us and of sending the repaired or replacement product to you.
  • Not covered: damage caused by accidents, misuse or not following the user manual, and normal wear.

The benefits of this warranty are in addition to your other rights and remedies under the Australian Consumer Law.

Warrantor: Infinite Peak OÜ (Ractiveone), Tornimäe tn. 5, 10145 Tallinn, Estonia · support@ractiveone.com

4. How to return an item

  1. Contact us first at support@ractiveone.com with your order number and the items you want to send back.
  2. Get the return details: we send you the return address and all instructions.
  3. Send the parcel within 7 days of our reply.

Please do not send items back without contacting us first – we cannot match unannounced parcels to an order.

5. Refunds

We let you know once your return has arrived and been checked. Refunds go to your original payment method, usually within 10 business days after the check. Your bank or card issuer may need a few extra days.

6. Damaged or wrong items on arrival

Please check your order when it arrives and contact us straight away if an item is damaged, defective or not what you ordered. We send you a replacement free of charge as quickly as possible, or refund you if that is not possible.