Return and refund policy

RETURN AND REFUND POLICY

You have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, with tags, and in its original packaging. You will also need the proof of purchase.

To start a return, you can contact us at: actra.support@proton.me

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

DAMAGES AND ISSUES

Please inspect your order upon reception. If the item is defective, damaged or if you receive the wrong item, contact us immediately so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as:

  • Custom or personalized products

  • Personal care products (for health and safety reasons)

  • Hazardous materials, flammable liquids or gases

Please get in touch if you have questions or concerns about your specific item.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

RIGHT OF WITHDRAWAL (EUROPEAN UNION)

Notwithstanding the above, if you are located in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As before, your item must be in the same condition that you received it: unused, with tags, and in its original packaging.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at: actra.support@proton.me