DELIVERY
Free Standard Delivery
All orders sent within Europe come with Free Standard Delivery. The delivery time may vary depending on the shipping location.
Please allow the following number of working days for your order to arrive. All orders placed after 2:00pm CET will be dispatched the following working day.
| Germany, The Netherlands | 1-2 days |
| France |
2-3 days |
| Spain (excluding Canary Islands), Italy |
3-4 days |
If you have any questions regarding our delivery service, please email us at help@activeera.com.
Delivery Delays
We always endeavour to deliver your order on time however, there may be factors outside our control such as adverse weather, or severe road network issues which may delay your order. We politely point out that in such circumstances, we do not take responsibility for any impact such delays may have.
Lost Packages
If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.
We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received of an order being delivered and signed for at the delivery address our liability ceases.
Damages to your order
We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos at help@activeera.com. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.
RETURNS
Changed your mind?
You have the right to withdraw from your online purchase within 14 days of receiving your order.
If you wish to exercise your statutory right to withdraw from your online purchase, please use our Withdrawal Form.
Once you have notified us of your decision to withdraw, you must send the item back within a further 14 days.
Alternatively, you may notify us and arrange your return by following the instructions below.
If you’re concerned that your product is faulty, please contact our Customer Care Team here rather than using the withdrawal form.
Steps to Return your Item:
Please contact us here to initiate your return, unless you have already submitted the withdrawal form above. You will be responsible for your own return shipping costs.
Please repackage your item securely. Where possible, use the original packaging. If you no longer have it, please ensure the product is suitably protected to prevent damage in transit.
Clearly attach the following address to the parcel:
One Retail Group Returns
Prologis Park I
Magazyn 3
Ul: Poznanska 16D
62-080 SADY
Poland
Please obtain and retain proof of postage. We may ask you to provide this before your refund is processed.
You are entitled to inspect the product in the same way that you would in a physical shop. However, we may make a reasonable deduction from your refund if the product’s value has been reduced because it has been handled more than necessary to establish its nature, characteristics and operation.
Our 30-day returns policy may require products to be returned unused and in a resalable condition. This does not affect your statutory rights, including your EU right of withdrawal.
Product not working as expected?
Our Customer Care Team is knowledgeable about our products and can resolve most product-related issues quickly and efficiently.
For the quickest support, please contact our product experts using the submission form on our Contact page.
If we are unable to resolve the issue, we may replace the product with a new or refurbished unit of the same or equivalent condition, in accordance with our 12-month manufacturer’s warranty.
You can find out more about the Active Era Limited Warranty here.
Your statutory rights relating to faulty products are not affected by our manufacturer’s warranty.
Returns Eligibility
To exercise your statutory right of withdrawal, you must notify us within 14 days of receiving your order. Once you have notified us, you must send the item back within a further 14 days. Please retain proof of postage as evidence that the item was returned within the required timeframe.
You will be responsible for the direct cost of returning the item unless the product is faulty, damaged or we have agreed to cover the cost.
Products should be returned complete and, where reasonably possible, in their original packaging. You may inspect and handle the product only as much as would reasonably be permitted in a shop to establish its nature, characteristics and operation.
We may make a reasonable deduction from your refund where the value of the product has been reduced as a result of handling beyond what is necessary. This may include products that have been used excessively, damaged or returned with missing parts.
You do not have a right to change your mind in relation to certain products, including products sealed for health protection or hygiene purposes where the seal has been broken after delivery.
REFUNDS
When will I receive my refund?
Where you exercise your statutory right of withdrawal, we will refund the payments received from you.
We will issue the refund within 14 days of being informed of your decision to withdraw. However, we may withhold the refund until we have received the returned product or you have provided evidence that you have sent it back, whichever occurs first.
Refunds will be made to the original credit card, debit card or PayPal account used to place the order, unless otherwise agreed.
Once processed, please allow up to five working days for the refund to appear in your account. Processing times may vary depending on your payment provider.
I haven’t received my refund
If you have not received your refund within the timescales above, please check your account statement again.
You should then contact your card issuer or payment provider, as it may take additional time for the refund to appear after it has been processed.
If you have completed these steps and still have not received your refund, please contact us at help@activeera.com.
Possible deductions from refunds
If you are exercising your right to change your mind, we may reduce your refund to reflect any reduction in the value of the product caused by handling beyond what would reasonably be permitted in a shop.
For example, a deduction may be made if the product has been used extensively, damaged or returned with missing parts.
If we issue a refund before inspecting the returned product and subsequently find that its value has been reduced by excessive handling, you may be required to repay an appropriate amount.
CANCELLATIONS
We process orders quickly and are therefore unable to guarantee that an order can be cancelled or amended once it has been placed.
We can request that the parcel is returned to sender, but this may not be possible if the order has already entered the dispatch process.
If you are an EU customer and the order was placed online, you can exercise your statutory right of withdrawal using our Withdrawal Form.
Submitting the withdrawal form does not necessarily stop an order that has already been dispatched. If the parcel is delivered, you may still need to return it using the instructions above.
You may also return your order under our voluntary 30-day returns policy. Unless the product is faulty, damaged or misdescribed, you will be responsible for the cost of returning it.
Nothing in this policy affects your statutory consumer rights.
