Product returns process
Returns have never been easier! You always have the option to withdraw from the purchase within 60 days, without giving a reason. How to do it?
For regular size products (up to 30 kg and 60 cm long)
Fill out the returns form
Complete the printed returns form that was included with your order or fill it in online here.
You can return the goods and withdraw from the contract without giving a reason within 60 days from the date of purchase.
Carefully pack the products you are returning
Send the products you want to return, if possible in the original packaging, together with the printed returns form (if you no longer have the printed version, just fill out the online version of the form here).
Pack the goods carefully so that they don't get damaged during transport. Use newspapers or bubble wrap for more fragile products.
Choose a convenient return method
Choose one of the options below to send back the goods. We will collect them from your home or office free of charge, or you can hand them over at the delivery points of DPD.
All returns are free.
Please wait for your refund
The money for the returned goods will be in your account no later than 14 days after the delivery of the return package to our warehouse.
For oversized products (over 30 kg and longer than 60 cm)
Complete the returns form as you would for standard-size products, contact us as the last step to arrange for shipment.
Contact our customer support team to schedule a pickup date for oversized items.
Returns/complaints - practical information
- If packaging or products are visibly damaged upon delivery, please take photos before and after unpacking and email them to us within 24 hours at the latest at email@example.com. Alternatively, you can send photos as an attachment when filling out online complaint form.
- Please tear off the original shipping label with the address or stick a new one so that the original sticker is not visible.
- You can track the status of your return/complaint in the Retino app. If you have filled out the online returns/complaint form, we will send you a link to track your case's status and contact customer service by email immediately. If you use a printed returns form, you will receive a link to track the status of the return/complaint after the shipment has been delivered to our warehouse.
- If you have paid online (credit/debit card payment, instant bank transfer, Google Pay, Apple Pay), the amount will be returned to the account linked to the credit/debit card from which the payment was made. In the case of payment by cash on delivery or by classic transfer, we will transfer the funds to the account you specify in the return form. The money will be back on your account within 14 days from the delivery of the returned goods to our warehouse at the latest.
- The complaints procedure is part of our Terms & Conditions.
Choose a convenient return method
Book a return pickup online here. If you chose a pick-up at your address, the shipping label will be prepared by the courier.
On the day of collection, you will receive an SMS specifying the time when the courier will arrive.
Alternatively, you can bring the package to any DPD Pickup drop-off point. In this case, stick a label on the package. You will receive it by email after filling out the form.
DPD collection and delivery at the delivery point are free of charge.
Returns and complaints - online return forms
In the first step, please select the type of case you wish to open. To start, you will need the order number and the email you used for the order.
Frequently Asked Questions
Do I have to return goods at my own expense?
We provide a premium quality service, also when it comes to returning goods. If you choose collection by a DPD courier, handover to a DPD Pickup point, return shipping is free of charge.
If you decide to use your own courier, send us a copy of the receipt and we will reimburse the shipping cost.
When will I receive the money for the returned goods?
If you paid through the GoPay/Stripe gateway (credit/debit card payment, instant transfer, GooglePay or ApplePay), the amount will be returned to the account linked to the debit/credit card from which the payment was made. In case of payment by cash on delivery or by standard bank transfer, we will transfer the funds to the account that you indicate in the returns form (printed or online). The return will be made within 14 days (at the latest) from the date of delivery of the returned goods to our warehouse.
How should I pack the products for return and what should the package contain?
Send the products you want to return, if possible in the original packaging, together with the printed return form (if you no longer have the printed version, just fill out the online version of the form here).
Pack the goods so that they don't get damaged during transport. Use newspapers or bubble wrap for more fragile products.
What should I do if I haven't received my money within 14 days from the return?
Please contact our customer care center by email firstname.lastname@example.org, we will check the refund immediately.
What should I do if I have received something different or if something is missing?
Inform us via the Retino online form that can be found here here and select the appropriate request type. We will contact you as soon as possible and help you so that everything is resolved to your expectations.