Refund policy

So you know exactly where you stand: here are our deadlines, conditions and the return process — clearly, with no hidden clauses.

At a glance

  • 30-day return right from receipt: 14 days statutory right of withdrawal plus 16 days granted voluntarily by us. Conditions apply (see below).
  • Days 1–14: statutory right of withdrawal — return without giving a reason.
  • Days 15–30: voluntary return right — only for defects, wrong deliveries or a significant discrepancy from the product description; the item must come back complete with all accessories.
  • Start a return in our returns portal at account.ractiveone.com.
  • Return shipping costs are paid by the customer.
  • The voluntary return right is not a guarantee and does not affect your statutory rights (right of withdrawal, statutory warranty).

1. Statutory right of withdrawal (14 days)

As a consumer you have the right to withdraw from your order within 14 days without giving any reason. The period starts on the day you (or a third party named by you) received the goods.

The easiest way is to start your withdrawal in our returns portal. You can also withdraw by any clear statement, e.g. by e-mail to support@ractiveone.com or with the withdrawal form on our contact page.

You may handle the item as needed to establish its nature, characteristics and functioning. Handling beyond that — e.g. extended or intensive use, visible signs of use, dirt, odours, damage or missing accessories — may lead to an appropriate compensation for loss of value or a deduction from the refund.

If you withdraw, you bear the direct cost of returning the goods. We refund all payments, including the original standard delivery costs, no later than 14 days after receiving your withdrawal. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them.

2. Voluntary return right (days 15–30)

Beyond the statutory 14 days we voluntarily grant you 16 additional days: until day 30 after receipt we take items back 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 discrepancy from the product description.

In addition:

  • the item is complete, including all accessories;
  • you submit clear photos or videos of the problem;
  • the return was registered and approved in our returns portal.

A return without one of these reasons — for example because you simply don't like the item — is only possible within the statutory 14 days. If the conditions are not met, we may refuse the return during the voluntary period. The voluntary return right is an offer from us, not a guarantee; it does not limit your statutory rights. Customers who open a PayPal or bank dispute instead of contacting us are excluded from the voluntary return right.

3. How to return an item

  1. Register your return in our returns portal at account.ractiveone.com and select the items you want to send back. Questions: support@ractiveone.com.
  2. Get the return details: as we ship from several locations, we send you the correct return address and all instructions.
  3. Ship the parcel: after approval you have 7 calendar days to send it — in the voluntary period no later than day 30 after receiving your order. The date of the postmark or proof of shipment counts.

Please do not send items back without registering the return first — we cannot process unannounced returns. An approved return is not an open-ended return right.

4. Return shipping costs

Return shipping costs are paid by the customer, including any duties or fees on international returns.

5. Refunds

We notify you once we have received and inspected your return. Refunds go to your original payment method — for a statutory withdrawal within the period in section 1, in the voluntary period within 10 business days after receipt and inspection. Banks or card issuers may need extra processing time. If more than 15 business days have passed, please contact support@ractiveone.com.

6. Defects, transport damage and wrong items

Please check your order on arrival and contact us immediately if an item is defective or damaged, or if you received the wrong item. We send you a replacement free of charge as quickly as possible; if that is not possible, we refund the purchase price. Your statutory warranty rights are not affected by this or by the voluntary return right.

7. Refused deliveries

Refusing a delivery (including a digital refusal via the carrier) is not a proper return. We may deduct the resulting extra costs (e.g. return shipping, handling or customs fees, loss of the goods) from the refund or invoice them separately. A refund is only made once the goods have been received and inspected.