Returns, Refunds & Exchanges Policy

We want you to shop with confidence at Active Clo. Please read the following information carefully before placing your order.

Your Right to Cancel (UK Customers)

In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.

To exercise your right to cancel, you must notify us in writing by emailing contact@active-clo.co.uk within this 14-day period.

Change of Mind Returns

If you return an item due to a change of mind:

• We will refund the item price and the cost of standard delivery

• Customers are responsible for the cost of return shipping

• A returns handling fee of £5 will be deducted from the refund to cover processing and restocking

All returns must be requested by emailing contact@active-clo.co.uk before sending any items back. Unauthorised returns may not be accepted.

Refunds are processed once the item has been received and inspected.

Items must be returned:

• Unused and unworn

• In original condition

• With all tags and original packaging intact

We recommend using a tracked return service, as we cannot be responsible for items lost in transit.

Exchanges

We’re happy to offer exchanges for size, colour, or style on eligible items.

• Customers are responsible for return shipping when requesting an exchange

• Replacement items will be dispatched once the original item has been received and inspected

• Exchanges are subject to stock availability

• If the replacement item is of higher value, the price difference must be paid before dispatch

• If the replacement item is of lower value, the difference will be refunded

All exchange requests must be made by emailing contact@active-clo.co.uk before returning any items.

Store Credit Option

As an alternative to a refund, customers may choose to receive store credit for returned items.

Store credit:

• Is issued once the return has been received and inspected

• Does not expire

• May include additional credit as a goodwill incentive

This option will be offered once a return request has been submitted via contact@active-clo.co.uk.

Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us within 48 hours of delivery by emailing contact@active-clo.co.uk.

We will provide return instructions and cover return postage. A full refund, including shipping costs, will be issued once the item has been received and inspected.

Refund Processing Time

Once your return has been approved and inspected, refunds will be issued to the original payment method.

Please allow 3–5 business days for the funds to appear in your account, depending on your bank or payment provider.

Exclusions

We reserve the right to refuse returns or exchanges that:

• Show signs of wear or use

• Are returned outside the cancellation period

• Are sent back without contacting us first

This does not affect your statutory rights.

Contact Us

For all returns, refunds, exchanges, or cancellations, please email

📧 contact@active-clo.co.uk