Refund policy
So you always know where you stand: here are our deadlines, conditions and the return process – clear, with no hidden clauses.
At a glance
- 14 days statutory cancellation – return for any reason, from the day your order arrives.
- 30 days voluntary guarantee – only for a product defect, wrong delivery or significant deviation.
- After approval: 7 days to ship back – but no later than day 30. The postmark date counts.
- Return shipping costs are borne by the customer.
Statutory right to cancel (14 days)
As a consumer you have the right to cancel your order within 14 days without giving any reason. The 14-day cancellation period starts on the day your order is delivered to you and applies independently of our voluntary 30-day guarantee.
If you cancel, you bear the direct cost of return shipping. 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 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 deviation from the advertised product.
Returns for personal preference reasons (e.g. "I don't like it", buyer's remorse) are no longer accepted after the statutory 14-day period. Return requests between day 15 and 30 after receipt are reviewed individually. Ractiveone reserves the right to decline returns in this period if there is no product or delivery fault.
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 provide. Customers who open a PayPal or bank dispute directly are excluded from the voluntary 30-day guarantee.
Condition of the item
Whichever window applies: to be eligible for a return, the item must be in the same condition in which you received it:
- unworn and unused
- with tags attached and in the original packaging
- with the receipt or other proof of purchase
Products to be returned after the statutory cancellation period (14 days) must be demonstrably unused and in their original condition. Any visible use voids the claim to the voluntary guarantee.
The return process
- Get in touch: All returns must be requested through our Return Center. If you have any questions, you can reach us anytime at support@ractiveone.com. We currently do not offer phone support.
- Personal support: A member of our support team will guide you through the return process step by step.
- Return details: You will receive the correct return address and all necessary return instructions from us.
- Proof requirement: For return requests after the statutory cancellation period (day 15–30), meaningful photos or videos of the defect must be submitted. Without sufficient proof, no return can be processed within the voluntary window.
As we operate from multiple locations, it's important that you contact us in advance – only then can we give you the correct return address.
⚠️ Important: Please do not send any items back without a prior return request. Returns that arrive unannounced cannot be processed.
Return after approval
After your return request is approved, you have 7 calendar days to send the parcel, but no later than day 30 after receipt of your order. The decisive date is the postmark or proof of dispatch – not the date it arrives with us.
Parcels demonstrably posted after this deadline can no longer be processed under our return guarantee. In that case, the parcel will either be refused or returned at the customer's expense. An approved return is not an open-ended right of return.
Return shipping costs
Return shipping costs must be borne by the customer, including shipping costs and any duties or fees on international returns.
Damage and problems
Please check your order on arrival and contact us immediately if the item is defective or damaged, or if you received the wrong item. In that case we will take care of a replacement or refund.
Exchange
If your product arrives damaged or does not work properly, we will send you a new, working product as quickly as possible – at no extra 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 the loss of the goods) from the refund amount, or to invoice them to the customer separately. A refund is only issued once the goods have been successfully returned to us, received and inspected.
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 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 changed my mind – can I return it?
Yes – within the first 14 days of receipt, without giving a reason. After day 14, a return for pure preference reasons is no longer possible; we then only accept defects, wrong deliveries or significant deviations.
My product arrived defective. What now?
Please contact us straight away through our Return Center and attach 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 ship after approval?
You have 7 calendar days from approval – but no later than day 30 after receipt of your order. The postmark counts, not the date it arrives with us.
Who pays for return shipping?
Return shipping costs are borne by you as the customer, including any duties or fees on international shipments.
Can I just ship it back or refuse the delivery?
Please don't. Don't send anything back without a prior return request – unannounced parcels cannot be processed. Refusing the delivery also doesn't count as a proper return; in that case additional costs may be deducted from the refund or invoiced separately.
What if I open a PayPal or bank dispute directly?
You'd then be excluded from the voluntary 30-day guarantee. Please contact us directly first – we'll find the fastest solution together.
Still have questions?
Our support team will guide you personally through every return. Many answers are right in our Help Center, or write to us at support@ractiveone.com. We currently do not offer phone support, but we reply reliably by email.