Refund policy
It's exciting when your product arrives at the door but sometimes something may go wrong along the way. Take a look below to see how we can hopefully help rectify this for you.
We offer a hassle-free, 30-day money-back guarantee. This means you have 30 days after receiving your item to request a return. In the unlikely event that you’re unhappy with your purchased products, you can return them to us for a replacement or refund.
Returns & Refund Process
- Contact us at hello@activevita.com within 30 days of receiving your products and share with us why you would like to return the products. This helps us process your request and improve our service and products for you going forward.
- If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please bear in mind items sent back to us without first requesting a return will not be accepted or processed.
- Please repack your products, ideally in their original packaging, along with the completed return shipping label we sent you via email. Then send the whole lot to the address we provide you with.
- We will let you know as soon as we have received your returned products. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
It is not sustainable for a small business like us to offer free returns as the bigger brands do, so we ask that you please arrange for and pay the costs of returning the products to us. Unless of course your products are damaged, faulty or we sent you the wrong goods in error - what were we thinking? Sorry! Then, of course, we will cover those costs for you.
Damages and issues
Please look after and keep in good condition any products you intend to return to us. If we receive returned products in poor condition, unless that's of course how you received them, then we may refuse your return.
If your products had a bumpy ride and got damaged on their way to you, then they may be replaced at no additional cost to you. We just ask that you please inform us of any damage to the products within 3 days of delivery. Please also send us a photograph of the products and packaging so we can work with our courier teams to rectify this for you.
Exceptions / non-returnable items
Remember we can only replace/refund/exchange products purchased directly from ACTIVE VITA PTE LTD, whether it's online or at an event. We don't process or accept refunds or returns for our products purchased from any other seller. If you have any issues with your products then please reach out to the seller you purchased them from directly and see how they can help you.
Exchanges
The fastest way to ensure you get what you want is to return the products you have, and once the return is accepted, make a separate purchase for any new products you wish to have.