In total, you get a 30-Day Money-Back guarantee. It is made up of two windows: the statutory 14-day withdrawal period and 16 voluntary additional days.

Right of Withdrawal (EU – 14 Days)

As a consumer in the EU, you have the right to withdraw from your order within 14 days without giving any reason. The period begins on the day the goods arrive with you. To withdraw, you need no reason, no customer account, and no photos – an informal statement is enough, for example by email to support@ractiveone.com, via our contact form, or via the online withdrawal function in the Withdrawal Policy.

What condition must the goods be in?

Withdrawal is not conditional on the goods being unused, in their original packaging, or with all tags attached. You are only liable for any diminished value if it results from handling the goods in a way that goes beyond what is necessary to inspect them (for example, use that goes beyond mere inspection).

16 Extra Days

Beyond the statutory 14 days, we voluntarily offer a return window extended by a further 16 days. To keep us honest: this extension applies exclusively for one of the following 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 advertised product.

How the Return Works

1. Start a requestYou request returns through our Return Center or by email. You can also declare a statutory withdrawal informally at any time. Please do not send anything back unannounced.
2. Personal supportOur support team guides you through the process by email.
3. Receive the return addressBecause we operate several regional locations, we will send you the address that fits your country after your request. Returns take place within your own country.
4. Evidence for Day 15 – 30For requests within the voluntary period, you must submit clear photos or videos of the defect.

Return Costs and Refunds

The return shipping costs are borne by you as the customer. Returns take place within your own country.

When will you get your money?

In the case of a withdrawal, we will refund you without undue delay, and no later than 14 days from receipt of your withdrawal declaration, to your original means of payment. Until then, we may withhold the refund until we have received the goods back or you have provided proof of shipment. For voluntary returns (Day 15 – 30), we refund promptly after the return arrives. Banks or credit card companies may need additional time to credit the amount.

Arrived Damaged or Defective?

Please check your order as soon as it arrives and get in touch 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 additional cost. If an exchange is not possible, we will refund the purchase price.

Answered in Brief