Return Policy

🚨 Important Notice for Returns

We only accept returns for items that are defective, damaged, or incorrect. Returns for buyer’s remorse (change of mind, wrong size/color) are not accepted, except as required by EU consumer law (see below).

Return Request Timeline

✔️ Customers must report defective, damaged, or incorrect items within 7 days of delivery, providing clear photos/videos. ✔️ Return requests must be made within 14 days of delivery.

❌ Returns are NOT accepted if:

  • The item has been used, worn, or washed.

  • The return request is made after 14 days.

  • The item is a clearance, final sale, or custom-made product.

🔁 Return Eligibility

To qualify for a return, the item must: ✔️ Be unused, in its original packaging, with all accessories included. ✔️ Be reported within 7 days if defective, damaged, or incorrect (with photos/videos as proof). ✔️ Have a return request submitted within 14 days of delivery.

🌍 EU 14-Day Cooling-Off Period (Right of Withdrawal)

As per EU consumer law, customers have the right to cancel their purchase within 14 days of receiving it, even if there is no defect.

Conditions for the Cooling-Off Period:

✔️ The item must be unused and in its original packaging. ✔️ Customers must cover the return shipping costs if the product is not defective. ✔️ A full refund (product price + original shipping cost) will be issued after inspection.

🚨 Exceptions to the Cooling-Off Period:

⛔ This does not apply to hygiene products, perishable goods, or custom-made items.

💰 Refunds & Chargebacks

✔️ Refunds are issued only after the returned item is received and inspected. ✔️ The refund process typically takes 5-10 business days after approval. ✔️ If a return is too expensive (e.g., return shipping cost exceeds product value), we may offer a partial refund without requiring a return.

🚨 Chargebacks & Disputes:

  • Unauthorized returns (items sent back without approval) will NOT be refunded.

  • If a customer opens a dispute without contacting us first, we will provide tracking & delivery proof to dispute the claim.

📌 If your package is lost or delayed, please contact us before opening a dispute.

📦 Return Shipping & Costs

  • Customers must cover return shipping costs, unless the item is defective or incorrect.

  • Returns must be sent to our supplier’s warehouse in China or Europe. The return address will be provided after approval.

  • ⛔ Unauthorized returns will NOT be refunded.

  • If return shipping costs exceed the item’s value, we may offer a partial refund without requiring a return.

📦 Lost or Undelivered Orders

  • If an order does not arrive within 60 days, you may request a full refund.

  • If tracking shows "delivered" but you did not receive it, we will assist you in filing a claim with the courier.

⛔ Cancellations & Order Changes

  • Orders cannot be canceled once processed and shipped.

  • Contact us within 12 hours to request an order modification (e.g., address change).

📩 How to Request a Return

1️⃣ Contact us at info@activehorizons.store within the return window (14 days). 2️⃣ If the item is defective, damaged, or incorrect, report it within 7 days of delivery with clear photos/videos. 3️⃣ Provide your order numberand issue details. 4️⃣ Wait for approval. We will provide the return address if applicable. 5️⃣ Ship the item back using a trackable shipping service. 6️⃣ Once received, we will process the refund or replacement.

⛔ Returns without prior authorization will NOT be refunded.

📩 Contact Us

📧 Email: info@activehorizons.store
📍 Location: For administrative purposes only. Return addresses are provided upon request.

📌 Your personal data will be processed in accordance with our Privacy Policy.