Accessibility statement of RETEX
Version 1.0 · Last updated: 2026-10-05 · ARSHIVE GROUP - FZCO, a Dubai free zone company, licence number 64407, IFZA Business Park, DDP, Premises no 64407-001, Dubai Silicon Oasis, Dubai, United Arab Emirates.
We want everyone to be able to use the return portal that RETEX provides to online shops and their customers. This statement describes our target, what we have and have not checked, the gaps we know about, and how to reach us.
1. Our target
The customer return portal, the electronic withdrawal function and our public legal and support pages are being built to meet the Web Content Accessibility Guidelines (WCAG) 2.1, level AA. This is the level that the harmonised European standard EN 301 549 refers to for web content, and it is what online shops that fall within the European Accessibility Act (Directive (EU) 2019/882, applicable since 28 June 2025) generally need from the tools they use in their customers' journey.
This is a target, not a certificate. Whether a particular online shop is itself required to meet accessibility rules depends on its size and on national law (microenterprises are exempt from the Directive's service requirements). Each shop remains responsible for its own storefront and for its own compliance.
2. Conformance status
Partially conforms, self-assessed. We assessed the portal ourselves against WCAG 2.1 AA in October 2026, with the automated tests and manual keyboard checks described below. It has not been evaluated independently. The known limitations are listed in section 3.
What we do to get there:
- every step of the return portal is built with labelled form fields, a logical reading and keyboard order, visible focus, sufficient colour contrast and error messages announced to assistive technology;
- the portal can be completed with the keyboard alone;
- automated accessibility tests (axe) run on every step of the portal before each release, and must report no violations;
- text is real text, not images, and the pages work when the text size is increased.
Automated tests find only part of the possible problems. We therefore also check the portal by hand with a keyboard, and plan to test it with a screen reader.
3. Known limitations
Known limitations:
- Merchant admin. The admin that merchants use inside the Shopify admin is built with the components provided by Shopify and has not been audited separately. It is a tool for merchants and their staff, not a consumer service.
- Photos. Photos that a customer uploads with a return request are shown as the customer sent them and have no text description.
- Shipping labels. Labels and return codes are created by the carrier the shop has chosen. We do not control the accessibility of the carrier's label or of the carrier's own website or app.
- Shop theme. The portal is displayed inside the shop's own theme. The theme's header, footer and navigation are the shop's responsibility and may not meet the same level.
- Languages. The portal is available in English, Lithuanian, Latvian, Estonian and Polish. English is the reference text. The other languages were translated by us without a professional review, so some wording may be less clear than intended; tell us if anything is unclear.
- Emails. Messages sent from the return flow are plain, structured HTML with a text alternative, but have not yet been tested with assistive technology.
4. Feedback and contact
If you cannot use any part of the portal, or you find an accessibility problem, tell us:
- email: support@retexapp.com;
- please include the page or step, what you tried to do, and the device, browser and assistive technology you used.
We aim to reply within 5 working days and to tell you how we will fix the problem or give you another way to complete your request. If you are a customer of an online shop, you can also contact that shop directly, because it is responsible for handling your return.
5. If you are not satisfied
If our answer does not resolve the problem, you may contact the authority in your country that is responsible for accessibility or consumer protection. In most cases this is the national consumer protection authority.