Refund policy

At Actus Core, your comfort and satisfaction are our top priorities. This policy explains how returns, exchanges, and refunds work — including the statutory withdrawal right guaranteed by law to customers in the European Union.

1. Your Right to Return

1.1 EU Statutory Right of Withdrawal — 14 Days

If you are located in the European Union, you have the right to withdraw from your purchase without giving any reason, within 14 calendar days from the date you (or a third party appointed by you) receive the last item of your order.

To exercise this right, simply notify us of your decision within that 14-day window — by email or through your customer account (see Section 3). You do not need to return the product at the time of notification, just communicate your decision clearly.

After notifying us, you will have up to 14 additional days to send the item(s) back to us, unless we inform you that this is not necessary (see Section 4).

1.2 Extended Actus Core Guarantee — 30 Days

In addition to your legal rights, we voluntarily extend our return window to 30 days from the date of delivery. This extended guarantee allows you to request a return or exchange beyond the statutory 14-day period, subject to the eligibility conditions below.

1.3 Eligibility Conditions

For the statutory 14-day period (EU customers): You are entitled to handle and inspect the product as you would in a physical store to assess its nature, characteristics, and functioning. If the item is returned showing signs of use beyond what is necessary for this inspection (stains, odours, damage, removal of hygiene seals), we reserve the right to apply a proportional deduction to your refund reflecting the diminished value of the product — your refund will not be refused entirely on this basis alone.

For the extended 30-day guarantee: Items returned after the 14-day statutory period must be:

  • Unworn and unwashed
  • In their original condition, with tags and hygiene liners (if applicable) intact
  • Free of any stains, fragrances, or damage

Partial returns are allowed. You may return one or more items from your order, even if you decide to keep the rest.

2. Exceptions — Items Not Eligible for Return

Personalised or made-to-order items cannot be returned or exchanged, under either the statutory 14-day right or the extended 30-day guarantee. This exception does not apply if the item is damaged, defective, or was sent in error (see Section 6).

Items marked as "Final Sale" or purchased during clearance promotions are excluded only from our extended 30-day goodwill guarantee (Section 1.2). They are not excluded from the mandatory 14-day EU statutory right of withdrawal — under EU law, a "Final Sale" or discount label cannot remove that right, and this policy does not attempt to do so. EU customers may still withdraw from a "Final Sale" purchase within the statutory 14-day window on the same terms as any other item.

Legal note: EU law also provides other statutory exceptions to the right of withdrawal beyond personalised goods (e.g., sealed hygiene/health products once unsealed by the consumer, sealed audio/video/software once unsealed, perishable goods). We recommend validating exactly which of your product categories qualify with a consumer law attorney before publishing, since applying an exception incorrectly can itself be a compliance issue.

3. How to Initiate a Return or Exchange

The fastest way to start a return or exchange is through your customer account:

👉 https://actuscore.com/pages/eu-withdrawal-form

There you can access your order history and submit a request directly.

Alternatively, contact our support team at support@actuscore.com with:

  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for the return, or details of the exchange you'd like

Our team will confirm the next steps, including whether you'll need to send the item back (see Section 4).

4. Return Shipping

  • In some cases, at our discretion, we may let you know that you do not need to send the item back to receive your refund. This does not affect your right to a refund or your rights under Section 8 below.
  • Where a return shipment is required, return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or incorrect (see Section 6).
  • We recommend using a trackable shipping method when a return is required. Actus Core is not responsible for return shipments lost in transit.

    5. Refunds

    5.1 Timeframe
    • Statutory 14-day period (EU customers): We will process your refund within 14 calendar days from the date we receive your withdrawal notification. Where we have asked you to send the item back, we may withhold the refund until we have received the returned goods, or until you provide proof of shipment, whichever comes first — unless we have informed you under Section 4 that no return is required, in which case we will not delay your refund on that basis.
    • Extended 30-day guarantee: Once your return is received and inspected (or once your request is approved, if we have waived the need to send the item back), your refund will be processed within 5–10 business days, depending on your bank or payment provider.
    5.2 What Is Refunded
    • The full value of the returned item(s).
    • Original outbound shipping costs are also refunded for returns made within the statutory 14-day period — except if you chose a delivery method more expensive than the standard option we offer, in which case we refund only the cost equivalent to our standard shipping option.
    • For returns made under the extended guarantee (days 15–30), original shipping costs are not refunded — only the value of the returned product(s).

    You will receive a confirmation email once your refund has been issued.

    6. Damaged, Defective, or Incorrect Items

    If you received an item that is damaged, faulty, or different from what you ordered:

    • Contact us at support@actuscore.com within 7 days of delivery for the fastest resolution.
    • Include photos of the item and packaging to help us resolve it quickly.
    • We will cover all return shipping costs (if a return is needed) and send a replacement or refund at no charge.

    This 7-day window is for our expedited support process only — it does not limit your statutory legal guarantee described in Section 8, which applies for a much longer period.

    7. Exchanges

    If you'd like to exchange an item (e.g., for a different size or colour):

    • Exchanges are subject to product availability.
    • Once your request is approved, we will arrange the shipment of your replacement item.
    • Depending on the situation, we may or may not require you to send back the original item; if a return is required, we'll provide instructions at that time.

    8. Statutory Legal Guarantee (Independent of This Policy)

    Separately from the return, exchange, and refund terms above, if you are located in the European Union you also benefit from the statutory legal guarantee of conformity under Directive (EU) 2019/771, which entitles you to a repair, replacement, price reduction, or contract termination if a product is defective or does not conform to the contract — typically for up to 2 years from delivery, subject to the implementing law of your country of residence. If you are located in the United Kingdom, equivalent protections apply under the Consumer Rights Act 2015. This statutory guarantee applies regardless of any commercial time limit described elsewhere in this policy (including Sections 1, 2, and 6), and it cannot be limited, shortened, or excluded by us.

    Have more questions? We're here to help. Contact us anytime at support@actuscore.com.

     

    This policy has been drafted to reflect the statutory right of withdrawal under EU Directive 2011/83/EU and the statutory guarantee of conformity under Directive (EU) 2019/771. We strongly recommend having it reviewed by a lawyer specialising in EU consumer law before publishing — particularly regarding the exceptions in Section 2, the value-deduction practice in Section 1.3, and confirming the exact statutory guarantee period that applies in each EU member state where you sell.