We want you to be completely satisfied with your purchase from Activ.com. If you change your mind or if a product is faulty, we’re here to help you get the right resolution.
Our returns window
You have 30 days from the date of delivery to initiate a return for most items. If you are an EU or UK customer, this policy is offered in addition to your legal right to a 14-day cooling-off period under consumer contracts regulations.
Condition of returns
To be eligible for a return, your item must meet the following conditions:
It must be unused, unworn, and in the same condition that you received it.
It must be in its original packaging with all tags and labels still attached.
The item should be free of any signs of wear, such as pet hair, stains, or odours.
How to initiate a return
To start a return, please follow these steps:
Contact our support team at returns@activ7.com or visit our online returns portal at [Your returns portal link].
Provide your order number and the reason for your return.
Receive a return label. If your item is eligible, we will provide you with a prepaid shipping label and detailed instructions on how to send your package back to us.
Package your item securely. Ensure the item is securely packaged to prevent damage during transit. We cannot be held responsible for items that are lost or damaged in the post.
Refunds
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 3 business days.
Depending on your financial institution, it may take additional time for the refund to post to your account.
Exchanges
Need a different size or colour? We offer free exchanges on eligible items within our 30-day return window. Just specify your exchange request when you initiate the return.
Return shipping costs
For change of mind returns: You will be responsible for the cost of returning your item to us.
For faulty or incorrect items: We will provide you with a prepaid return label and cover the return shipping costs.
Exceptions to the policy
The following items are final sale and cannot be returned or exchanged:
Items marked as “final sale” or “clearance”.
Perishable goods.
Personalised or custom-made items.
Gift cards.
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How to get help
If you have any questions or need assistance with your return, please contact our customer service team at Returns@activ7.com.
