Return Policy

 

HOW TO RETURN AN ITEM

1. Please request a return/exchange by emailing contact@activebasics.com.au within 14 days of receiving your order.
2. Please include your full name, order number, the reason for return, and which item/s you would like to exchange/refund.
3. Once your refund/exchange request has been approved you can send it back to us to the address provided via email.
4. Once we have received your item we will notify you and process your exchange/refund within 5 business days.

Items sent back to us without first requesting a return will not be accepted.

Customers are required to pay for shipment of return and provide a valid tracking number. 

Please note: Active Basics will not be held responsible for shipping and handling costs to return the item. If the item does not reach us or you safely, Active Basics will not be held responsible.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on final sale items or gift cards.

PROMOTIONAL SALE ITEMS (EG. Black Friday): Sale items or items purchased during a site wide sale promotions are ineligible to be returned for a refund. However, we will be happy to facilitate an exchange or provide a credit note. 

We offer a Refund (Full price styles only) on all online products returned within 14 days from the delivery date this is inclusive of items purchased with Influencer discount codes, welcome codes and promotional codes of less than 25%. This means you have 14 days after receiving your item to request a return for a refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn / unused. 

EXCHANGES / STORE CREDITS

We are happy to offer a store credit or exchange to the value of the returned item(s), on change of mind purchases within 30 days of delivery date.

Upon receipt of your returned order, we will issue you with a credit note to the value of your return, you will receive your credit note via email.

If opting for a size/product exchange, you will be notified and provided with updated tracking details when your exchanged item has been shipped out. 

Please note that credit notes are valid for 3 years and are not refundable or redeemable for cash.