At Retava.eu, we are committed to fast, safe, and temperature-controlled delivery of all research-use products. Our logistics processes are designed to ensure product integrity, reliability, and discretion from dispatch to delivery.
1. Delivery Times
Deliveries within Europe typically arrive within 2 to 4 business days.
Delivery times may vary depending on destination, courier performance, customs processing, or unexpected delays.
All orders are processed and dispatched as soon as payment is received to ensure the fastest possible shipment.
2. Temperature-Controlled Shipping
All products that require stable temperatures are shipped using cool packs and insulated packaging.
This ensures that the cold chain is preserved during transit to maintain product integrity.
Despite this, once a package has been delivered, Retava.eu cannot verify further temperature conditions. For safety reasons, returns are therefore not accepted.
3. Secure and Discreet Packaging
Your privacy and product safety are our top priorities. Every order is shipped in neutral, unmarked packaging.
We ensure:
Durable and insulated protective packaging
No product names or branding on the outside
Optimized logistics based on your destination to minimize transit time
Some regions with restrictive import laws may not be eligible for shipping.
4. Shipping Confirmation and Tracking
Once your order is dispatched, you will receive an email confirmation with tracking information.
Please allow time for the tracking system to update.
5. Delivery Requirements
To ensure smooth and successful delivery, please confirm that:
Your name and address are complete and accurate
Your phone number is correct so the courier can contact you if needed
You or an authorized person is available to receive the parcel
Incorrect information or failed delivery attempts caused by the customer (incomplete address, wrong phone number, parcel shop or locker addresses, refusal of delivery) void eligibility for reshipment or refund.
6. No Cancellations After Shipment
Once your order has been packed or handed over to the carrier, it cannot be canceled or changed.
Because our products are temperature-sensitive research materials, returns, refunds, and exchanges after shipment are strictly not possible for safety and quality reasons.
7. Reshipment Policy
Although our delivery success rate is high, rare issues may occur.
Our reshipment policy ensures fair handling of such cases.
7.1 General Rules
One free replacement shipment may be granted per order, provided all delivery requirements were met.
If repeated delivery issues occur or incorrect customer data was provided, additional shipping fees may apply.
Compensation is issued only after internal verification is completed.
7.2 Lost or Stuck Shipments
If tracking does not update for more than 7 days, contact our support team.
If the package is confirmed lost by the courier, we will issue:
A free replacement shipment, or
Store credit equal to the order value
Shipments without tracking updates for 40 days are considered lost.
7.3 Customs Seizures
If customs detains or seizes your shipment, do not claim ownership of the package.
To qualify for a replacement, you must provide the official customs seizure notice.
If approved, you may choose:
A free reshipment (to a new name, address, and phone number), or
Store credit equal to the product value
7.4 Returned Shipments
If a parcel is returned to sender and customer information was correct, you may choose:
One free replacement shipment, or
Store credit equal to the product value
If returned due to customer error (incorrect address, locker addresses, refusal, absence), reshipping costs must be covered by the customer.
7.5 Missing or Damaged Items
To process claims, provide:
A continuous unboxing video, and/or
Clear photos of packaging, shipping label, and damaged items
Once verified, we will issue a replacement or store credit.
Claims without evidence cannot be approved.
8. Packaging Integrity and Customer Responsibility
Please inspect your parcel upon delivery for any signs of damage or tampering.
Document any issues immediately and contact our support team.
Customers are responsible for the correct receipt of their shipment.
Unclaimed, refused, or misdelivered packages due to customer error are not eligible for compensation.
9. Customer Support
For shipping inquiries or reshipment requests, contact our support team:
Email: info@retava.eu
Website: https://retava.eu
We aim to respond quickly and resolve your issue efficiently.
10. Agreement and Acknowledgment
By placing an order with Retava.eu, you acknowledge and agree to this Shipping, Delivery, and Reshipment Policy.
This policy ensures fairness, transparency, and the highest standards of safety and product integrity.