Refund policy
So you know exactly where you stand, here are our deadlines, conditions and the return process—clear and free of hidden clauses.
At a Glance
- 14-day statutory right of withdrawal—return without giving any reason, starting from the day the goods are received.
- 30-day voluntary guarantee—only in the event of a product defect, incorrect delivery, or significant discrepancy.
- Once approved: 7 days to send it back—but no later than day 30. The postmark date is decisive.
- Return shipping costs are borne by the customer.
Statutory 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 14-day withdrawal period begins on the day you receive the goods and applies independently of our voluntary 30-day guarantee.
If you exercise your right of withdrawal, you bear the direct cost of returning the goods. This also includes any additional costs that may arise from returning the parcel.
Voluntary 30-Day Guarantee (Day 15–30)
Beyond the statutory 14 days, we voluntarily grant an extended right of return. To keep things honest: this extension applies exclusively in one of the following cases:
- Product defect—the item does not work properly.
- Incorrect delivery—you received a different item than the one you ordered.
- Significant discrepancy from the product as advertised.
Returns for reasons of personal preference (e.g. "I don't like it," buyer's remorse) are no longer accepted once the statutory 14-day period has expired. Return requests submitted 15–30 days after receipt are reviewed on a case-by-case basis. Ractiveone reserves the right to reject returns during this period where there is no product or delivery fault.
Please note that this 30-day guarantee is a voluntary offer. It applies only if you contact us directly and follow the return process we provide. Customers who open a PayPal or bank dispute directly are excluded from the voluntary 30-day guarantee.
Condition of the Goods
For returns within the statutory right of withdrawal: you may inspect the item to the extent necessary to establish its nature, characteristics and functioning. Please handle the product with care and return it complete, clean, in hygienically perfect condition, ideally in its original packaging, and including accessories and proof of purchase.
Handling of the goods that goes beyond such inspection—for example prolonged or intensive use, visible signs of use, soiling, odors, damage, or missing accessories—may result in a reasonable compensation for loss of value or a deduction from the refund amount.
For returns under our voluntary 30-day guarantee after the statutory withdrawal period has expired, stricter conditions apply: the product must be returned complete, clean, in hygienically perfect condition, undamaged, and including all accessories and the original packaging. In the event of visible use, soiling, odors, damage, or missing accessories, the voluntary guarantee may be denied.
Products to be returned after the statutory withdrawal period (14 days) must be demonstrably unused and in original condition. If use is evident, the entitlement to the voluntary guarantee lapses.
The Return Process
- Get in touch: 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 phone-based customer support.
- Personal support: A member of our support team will guide you through the return process step by step.
- Return details: We will provide you with the correct return address as well as all necessary return instructions.
- Proof requirement: For return requests after the statutory withdrawal period has expired (day 15–30), meaningful photos or videos of the defect must be submitted. Without sufficient proof, no return can be processed during the voluntary period.
Because we operate from several locations, it is important that you contact us in advance—this is the only way we can give you the correct return address.
⚠️ Important: Please do not send back any items without a prior return request. Returns that arrive unannounced cannot be processed.
Sending Your Return After Approval
Once your return request has been approved, you have 7 calendar days to send the parcel, but no later than the 30th day after receiving your order. The date of the postmark or proof of shipment is decisive—not the date it arrives with us.
Parcels that are demonstrably posted after this deadline can no longer be processed under our return guarantee. In that case, the parcel will either be rejected or returned to sender at the customer's expense. Approval of a return does not create an open-ended right of return.
Return Shipping Costs
Return shipping costs must be borne by the customer, including shipping charges and any customs duties or fees on international returns.
Damage and Problems
Please check your order on receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item. In that case, we will arrange a replacement or refund.
Exchanges
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.
Refused Deliveries
If a customer refuses to accept a delivery (including a digital refusal via the carrier), this does not count as 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 charges, or loss of the goods) from the refund amount, or to invoice them to the customer separately. A refund will be issued only once the goods have been successfully returned to us, received, and inspected by us.
Refunds
We will notify you as soon as 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 need additional time to process it. If more than 15 business days have passed, please contact us again at support@ractiveone.com.
Frequently Asked Questions
I've changed my mind—can I return it?
Yes—within the first 14 days of receipt, with no need to give a reason. After day 14, a return purely for reasons of preference is no longer possible; from then on we only accept defects, incorrect deliveries, or significant discrepancies.
My product arrived defective. What now?
Please reach out immediately through our Return Center and include 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 send it back after approval?
You have 7 calendar days from approval—but no later than the 30th day after receiving your order. What counts is the postmark, not the date it arrives with us.
Who pays for return shipping?
You, as the customer, bear the return shipping costs, including any customs duties or fees on international shipments.
Can I just send the parcel back or refuse to accept it?
Please don't. Do not return anything without a prior return request—we cannot process unannounced parcels. Refusing acceptance also does not count as a proper return; in that case, any additional costs incurred may be deducted from the refund amount or charged separately.
What happens if I open a PayPal or bank dispute directly?
Then you are excluded from the voluntary 30-day guarantee. Please reach out to us directly first—together we'll find the fastest solution.
Still Have Questions?
Our support team will personally guide you through every return. You'll find many answers right in our Help Center, or write to us at support@ractiveone.com. We currently do not offer phone support, but we reliably respond by email.