Refund policy
Return Policy (30-Day Money-Back Guarantee)
We offer a voluntary 30-day return policy. This means you have 30 days from the date of receipt to submit a return request.
The voluntary extension to 30 days applies exclusively in the following cases: product defect, incorrect delivery, or significant deviation from the advertised product. Returns based on personal preference (e.g. "I don't like it", buyer's remorse) will no longer be accepted after the statutory 14-day withdrawal period has expired.
To be eligible for a return, the item must be in the same condition as when you received it: unworn, unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
Products returned after the statutory withdrawal period (14 days) must be demonstrably unused and in their original condition. If visible use is detected, the claim under the voluntary guarantee becomes void.
Return requests submitted between days 15 and 30 after receipt will be reviewed individually. Ractiveone reserves the right to decline returns during this period if no product or delivery fault is present.
Please note that this 30-day guarantee is a voluntary offer. It only applies if you contact us directly and follow the return process we specify. Customers who initiate a PayPal or bank dispute directly are excluded from the voluntary 30-day guarantee.
Statutory Right of Withdrawal (EU – 14 Days)
Independent of our 30-day guarantee, consumers in the European Union have the statutory right of withdrawal. You have the right to cancel your order within 14 days without giving any reason. The 14-day cancellation period begins on the day the goods are received by the customer.
If you exercise your right of withdrawal, you bear the direct costs of the return shipment. This also includes any additional costs that may arise from returning the package.
Return Process
- Contact: All returns must be requested through our Return Center. If you have any questions, you can reach us at any time at support@ractiveone.com. We currently do not offer customer support via our phone number +12173953046.
- Personal assistance: A member of our support team will guide you through the return process step by step.
- Return instructions: You will receive the correct return address and all necessary return instructions from us.
- Proof requirement: For return requests submitted after the statutory withdrawal period (days 15–30), clear photos or videos of the defect must be submitted. Without sufficient proof, returns cannot be processed during the voluntary period.
As we operate from multiple locations, it is important that you contact us in advance – only then can we provide you with the correct return address.
⚠️ Important: Please do not send any items back without a prior return request. Unsolicited returns cannot be processed.
Shipping After Approval
After your return request has been approved, you have 7 calendar days to dispatch the package, but no later than the 30th day after receipt of your order. The decisive date is the postmark or proof of shipment date – not the date of arrival at our warehouse.
Packages demonstrably dispatched after this deadline can no longer be processed under our return guarantee. In this case, the package will either be refused or returned to the customer at their own expense.
Approval of a return request does not constitute an open-ended right of return.
Return Shipping Costs
Return shipping costs must be borne by the customer, including shipping fees and any customs duties or charges for international returns.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. We will arrange a replacement or refund in such cases.
Exchange
Should your product arrive damaged or not function properly, we will send you a new, fully functioning product as quickly as possible – at no additional cost. If an exchange is not possible, we will refund the purchase price.
Refused Deliveries
If a customer refuses to accept a delivery (including a digital refusal via the shipping carrier), this does not constitute a proper return under our return policy.
In such cases, we reserve the right to deduct any additional costs incurred (including return shipping costs, handling fees, customs duties, or loss of goods) from the refund amount or charge them separately to the customer.
A refund will only be issued once the goods have been successfully returned, received, and inspected by us.
Refunds
We will notify you once we have received and inspected your return. If approved, you will receive a refund to your original payment method within 10 business days. Please note that banks or credit card companies may require additional processing time. If more than 15 business days have passed, please contact us again at support@ractiveone.com. We currently do not offer phone customer service at +12173953046.