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.

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 — however, 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

The following items cannot be returned or exchanged:

  • Items marked as "Final Sale" or purchased during clearance promotions
  • Personalised or made-to-order items

These exceptions do not apply if the item is damaged, defective, or was sent in error (see Section 6).

Legal note: EU law also provides specific statutory exceptions to the right of withdrawal (e.g., sealed hygiene/health products unsealed by the consumer, personalised goods). We recommend validating these exceptions with a consumer law attorney before publishing.

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 provide return instructions and the return shipping address.

4. Return Shipping

  • Who pays: 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. 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. We may withhold the refund until we have received the returned goods — or until you provide proof of shipment, whichever comes first.
  • Extended 30-day guarantee: Once your return is received and inspected, 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.
  • Include photos of the item and packaging to help us resolve it quickly.
  • We will cover all return shipping costs and send a replacement at no charge.

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.
  • You'll receive instructions on how to return the original item.

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. We strongly recommend having it reviewed by a lawyer specialising in EU consumer law before publishing — particularly regarding the exceptions listed in Section 2 and the practical application of value deductions described in Section 1.3.