Refund policy

Last updated: 5 October 2026

We want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.

Return Window

You have 30 days from the date of delivery to return your items for a full refund or exchange. This does not affect your statutory rights under UK consumer law.

Eligibility Requirements

To be eligible for a return, items must meet the following conditions:

  • Items must be unused and in the same condition as received
  • Items must be in original packaging with all tags attached
  • Proof of purchase or receipt must be provided
  • Items must not show signs of wear or damage
  • Hygiene seals must be unbroken (where applicable)

Sale and clearance items can be returned in the same way as full-price items.

Non-Returnable Items

The following items cannot be returned:

  • Personalised or custom-made products

How to Return

Follow these simple steps to return your item:

  • Email us at activefituk2@gmail.com to start your return
  • Include your order number and reason for return
  • We will reply with return instructions, including the address to send the item to
  • Pack your item securely in its original packaging
  • Send it with a trackable service and keep your proof of postage

Refunds

Once we receive and inspect your return, we will process your refund within 1-2 business days, and in any case within 14 days of receiving the item back. Refunds will be issued to your original payment method.

Please allow 2-5 business days for the refund to appear in your account.

If you cancel your order within 14 days of delivery, we will also refund the standard delivery cost you paid.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or we made an error. We recommend using a trackable shipping service, as items lost in transit on the way back to us remain the sender’s responsibility.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or not as described, please email us as soon as possible with your order number and clear photos. We will arrange a repair, replacement or refund in line with your legal rights, and we will cover the return costs.

Exchanges

If you need to exchange an item for a different size or colour, please contact us. Exchanges are subject to availability.

Your Statutory Rights

This policy does not affect your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Questions About Returns?

Our customer service team is here to help with any questions about returns or refunds.

  • ACTIVEFITUK LTD (trading as ActiveFit UK)
  • Company number: 16892876 (registered in England and Wales)
  • Address: 8 Drummond Crescent, South Shields, NE34 9QR, United Kingdom
  • Email: activefituk2@gmail.com
  • Phone: 07907462266
  • Support hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)