Refund policy

We offer a 60-day return window, meaning you have 60 days from the date of delivery to request a return.

To be eligible, items must be unused, in their original condition, and returned with all original packaging.

To initiate a return, please contact our support team at support@activesupportuk.co.uk with your order number, reason for the request, and clear photos of the item. Our team will review your request and respond within 3-5 business days with the next steps. Depending on the item's condition and the reason for the return, we may approve a refund without requiring a physical return, provide a return address, or offer an alternative resolution.

Returns must be authorized before being sent back. Items returned without prior approval may not be accepted.

Damaged, Faulty, or Incorrect Items
Please inspect your order upon arrival and contact us within 48 hours if your item is damaged, defective, or incorrect so we can resolve the issue promptly. We may request photos or video evidence to assist with your claim.

Non-Returnable Items
For hygiene and safety reasons, certain personal support and health-related products cannot be returned once used unless they are faulty.

Exchanges
The quickest way to receive a replacement is to request a return for the original item, then place a new order once your return is approved.

EU 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days without providing a reason. Items must remain unused and in original packaging.

Refunds
Once your return is received and inspected, we will notify you of the outcome. If approved, refunds will be issued to your original payment method within 5–10 business days. Please note that banks and card providers may require additional time to process the transaction. Shipping fees are non-refundable unless the return is due to a confirmed fault or fulfillment error.

Excessive Returns
To protect our customers and maintain fair usage, we reserve the right to limit or decline returns from accounts demonstrating unusual or excessive return activity.