Return Policy

General

Dear customer, we would like to thank you for purchasing Actijoy. If you or your dog are not satisfied with products for any reason, team Actijoy is here to help you. Please note that if you purchased Actijoy from an authorized retailer, you have to follow their return policy. The following policy is claimed only for products purchased directly through Actijoy.com.

Just make sure you notify us within 14 days of the date of receipt (hereby you exercise your right to withdraw from the purchase contract) and hand over the package to the courier within the following 14 days.

We provide a 24-month warranty on all Goods purchased; however, please bear in mind that warranty period and Goods lifespan are two different notions. The lifespan is determined by the manner and intensity of use and does not correspond with the warranty period.

Except for faulty Goods, all Goods must be returned to us in a saleable condition. They must be returned unused and in their original, undamaged packaging with all product tags attached. The original packaging can only be opened diligently for the purpose of checking the Goods and Goods cannot have use marks, except for common wear marks resulting from usual manipulation with Goods as the necessity to check the Goods.


RECEIVING YOUR RETURN MERCHANDISE AUTHORISATION

If you wish to make a return or exchange, simply send us an email stating your intention and your Order number, and we will get back to you with all the instructions, documents, and guidelines on how to do it. Please quote your Order reference number in all correspondence and ensure you include the original invoice with your parcel.

If your Order has been already processed and dispatched to you, it will be necessary for you to return the Goods following our return procedures detailed in this policy.

The cost of return and care of the Goods are your responsibility until they reach us.


ARRANGING A COLLECTION

Once you have received our instruction email, simply please send back your item(s) using our courier, according to our instructions and using all the necessary documents we have provided you.

We recommend that Goods are returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.


RECEIVING A REFUND

We will issue a full refund for item(s) purchased online that are returned according to our Returns Policy less a fee for restocking equal to 15% of your purchase price. Your refund will be credited to the original purchaser’s credit card within 10 working days from processing your return and will exclude shipping costs unless the received product should be faulty or different from the one ordered. In case of faulty Goods, Actijoy will pay for shipping to you and also shipping costs incurred due to the return of the Goods.

If your order has been sent to a destination outside the European Union, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

We will withhold any reimbursement until we have received the returned Goods by the conditions agreed herein. We reserve the right to off-set any amount corresponding to the extraordinary wear of the Goods, any other damage to the Goods or any other decrease of the value of the Goods caused during the period, when the risk of damage to the Goods was on your side, and you agree with such offset by accepting the Terms and Conditions.


EXCHANGES

Please note that we are only able to offer exchanges based on stock availability. Shipping is also free on the replacement item, but you are responsible for payment of all return duties and taxes; in this case, return shipping charges will be billed to the customer’s method of payment. Simply send us an e-mail stating your intention and your Order number, and we will get back to you with all the instructions, documents, and guidelines on how to do it.


LATE RETURNS

Your Goods, unless subject to the warranty claim, should be sent back to us within 14 days after obtaining instruction email from us. Returns outside these timeframes may be accepted and refunded only at the discretion of Actijoy.


RETURNS POLICY

Items should be returned new, unused with all product tags attached and in its original packaging with all accessories. Returns that are damaged or altered may not be accepted and may be sent back to the customer. It doesn’t matter whether you’ve tried the Goods or not as long as the returns tag remains attached and the item remains in the same condition as sold, i.e., clean and in perfect condition, not damaged, not used.

Actijoy reserves the right to deny a refund of the merchandise that does not meet return policy requirements.

Please send us all Goods you wish to return from an Order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit.

All Goods must be returned in accordance with our email instructions. Otherwise, the returns will be returned to the customer.


FAULTY GOODS

All Goods are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition, please contact us without undue delay (hereby you will exercise your right to claim defects within the warranty period as per the applicable laws). Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within the warranty period of 24 months in accordance hereto. Please note that Goods that are damaged as a result of ordinary or extraordinary wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty Goods.

If you would like to exchange your Goods, please be aware that we can only replace it for the same product, subject to availability. You will receive a full refund if the item cannot be repaired or replaced. Alternatively, should you wish so and you have to explicitly apply therefore, we can give you a discount, the amount of which shall be decided at the sole discretion of Actijoy and it will be either reimbursed to you via refund procedure as specified herein or you can use it for future purchase of the Goods on our Website.

For all faulty Goods outside of our Returns Policy, please contact our Customer Care Team on support@actijoy.com.


COLORS

We have made reasonable effort to display as accurately as possible the colors of our products that appear on the Website. However, as computer monitors vary, especially desktop office nongraphic screens, we cannot guarantee that your monitor’s display of any color will be completely accurate.

RETURN ADDRESS:

Six Guys Labs, s.r.o.

Slovanska 16

326 00, Pilsen, Czech Republic, Europe


Customer Care Team: support@actijoy.com


Support

The Actijoy team is here for you. In case of any questions, do not hesitate to contact us!