Complaint or return
Choose the Type of Request
Return or Exchange
Want to return the product
Without stating a reason for return or exchange, e.g.:
Withdrawal from a distance contract
Exchange for another model/color
New device is not working
Service
Want to send the product for service
For example, the product has stopped working correctly.
Post-warranty repair.
Warranty repair
Remember to familiarize yourself with the method of packaging and marking the shipment.
Contact us and describe your issue to the salesperson who processed your orders. If it can't be resolved, fill out the form.
Fill out the form, ensuring the accuracy of the information, including your bank account number. This will expedite the entire procedure.
Once you receive the RMA number, print it and attach it to the outer package in a visible place or place it inside.
If you cannot print the RMA number, you can write it on the outer package or on a piece of paper and place it inside.
Remember not to damage the original packaging. Do not write on it or attach anything to it. Place the product in an outer cardboard box.
After packing and properly labeling the product, send the shipment to us.
Do I have to return the goods immediately?
If you want to exercise your right to withdraw from the contract without giving any reason, you can fill out the return form immediately. However, if the product is not working or you have other concerns, you should always start by contacting the salesperson handling your order. Many problems can be resolved without returning the product to us. You can find the contact details in the "Contact" tab.
How can I report equipment failure?
Always start by contacting the salesperson handling your order. Many problems can be resolved without returning the product to us. You can find the contact details in the "Contact" tab.
If the issue cannot be resolved, report the equipment failure using this link, or go to the order history, find the appropriate order, and click on "Report Return/Complaint."
How can I request a product return?
To request a product return, please use this link.
For purchases made through an external distributor, please contact them directly.
What is the RMA Number?
The RMA (Return Merchandise Authorization) Number is a unique identifier for your return request. It identifies your shipment, making it easier for us to process it quickly and issue refunds to your account. Shipments without an RMA Number are not accepted by our warehouse.
Where should I send the goods?
ACTIVESHOP, Graniczna 8B, Building DC2A, 54-610 Wrocław, Poland
How to properly pack the goods? (Parcel shipment)
1. Place the originally packaged product inside a cardboard box.
2. Print and attach the received NUMBER on the top of the package in a visible place or place it inside. *if you can't print it, write the NUMBER legibly on the package cardboard. Do not do this on the original product packaging. You can also write it on a piece of paper and place it inside.
ATTENTION! Remember not to damage the original product packaging. Shipments without a NUMBER will not be accepted and will be returned to the sender's address.
How to properly pack the goods? (Pallet shipment)
1. Place the product, packed in its original box, on a pallet and secure it with stretch film to ensure stability.
2. Print and attach the received NUMBER on the stretch film in a visible place or place it inside. *if you can't print it, write the NUMBER legibly on a piece of paper and place it inside the packaging Do not do this on the original product packaging.
ATTENTION! Remember not to damage the original product packaging. Shipments without a NUMBER will not be accepted and will be returned to the sender's address.
Do I need to label the shipment?
Yes, you should place the complaint number on it, which you will receive after submitting the application. It is also permissible to place the complaint number inside the shipment. Remember not to damage the original packaging, do not write on it, or attach anything to it.
How long will I have to wait for a refund?
The refund will be processed within 14 days from the receipt of the goods in our warehouse to the specified bank account.
When filling out the form, make sure to provide the correct bank account number.
For what reasons can I return the goods?
According to applicable regulations, you have the right to return the goods within 14 days of purchase without giving a reason. The goods must be new and unused.
Who bears the cost of delivery?
According to applicable regulations, the cost of returning the shipment is borne by the Buyer. When sending the goods to the service, the cost of delivery is also the responsibility of the customer.
I received a damaged shipment, what should I do?
The shipment should be checked in the presence of the courier. If it is damaged, you should fill out a damage report form. The damage report form is essential for filing a complaint. Without it, we will not be able to charge the carrier, and as a result, we will not be able to replace the goods.
Goods purchased from a distributor - you should contact the distributor directly. You will find their contact details on the sales document you received, such as an invoice or receipt.
Goods purchased directly from Activeshop - Report within 7 days of receiving the goods to your account manager. Failure to report delivery damage is equivalent to the buyer's statement of accepting the goods without any reservations and results in the loss of claims.
Can I write the complaint number on the original packaging?
No, it will result in a loss of the value of the goods, and as a result, we will not be able to accept the return.
Where can I find the complaint number?
After filing a complaint, you will receive a complaint number along with a ready-made PDF document that contains a special barcode for identifying the return.
Additionally, we will send all this information to your email address. Remember to print it and place it on the shipment or insert it into the packaging. If you are unable to print, write the complaint number on a piece of paper and place it inside the shipment.
Can I send the goods without reporting a complaint/return?
No, the shipment will be returned to the sender's address due to the inability to identify it.
Can I personally deliver the goods?
Yes, but you must fill out the return/complaint form in advance. Remember to correctly label the goods - See point - Do I need to label the shipment?
I purchased the goods from an external company, but it was shipped from the ACTIVESHOP logistics center. Where should I report the return?
In this case, you should contact the distributor, and you will find their details on the receipt or VAT invoice because in this process, ACTIVESHOP only serves a logistical function.
I am a distributor, and my customer wants to return the goods. What should I do?
To report the return of the goods, please use this link, or in the order history, find the appropriate order and click "Report Return/Complaint." The system will automatically fill in all the necessary information.
Remember to provide the customer with information regarding how to label the shipment.
Under this LINK, you will find a leaflet that will explain to your customer how to label the goods.
Can I file a complaint at your headquarters?
No, you must first fill out the return/complaint form. The goods can be delivered personally with a pre-filled form. Remember to correctly label the goods - See point - Do I need to label the shipment?
Will I receive information about the progress of the complaint/return?
Yes, you will receive email notifications at various stages.
Is the complaint status visible in the My Account panel?
Yes, all information about a specific return can be found in the order history.
I am a distributor and I handle collective returns. Do I need to fill out the form?
Yes, for all returned goods, you need to submit a request. Products without a request will not be accepted at our warehouse and will be returned to the sender's address.
Can I list items from different invoices on a single form?
Yes, in this case, you should provide the invoice number for each item and uncheck the "This product comes from the same invoice" box in section 3 - Product Information.
Why was my return rejected?
1. The most common reason for rejecting a return is damage to the goods. Improper packaging of the shipment often leads to damage.
2. Goods returned to us without original packaging are no longer considered full-value products.
3. The 14-day period for withdrawing from the contract without giving a reason has expired.
4. The item shows signs of use. Remember that only new, fully functional items can be returned.
Below are sample photos of items that we could not accept for return.
