Returns Policy

Active Soles - Return Policy

1. Eligibility for Returns

• Items must be returned within 14 Days of the purchase date.

• To be eligible for a return, items must be unused, in their original packaging/box, and with all original tags attached.

• Proof of purchase (receipt or order confirmation) is required to process all returns.

 

2. Non-Returnable Items

• The following items cannot be returned:

• Final sale items

• Gift cards

• Personalised or custom-made products 

 

3. Return Process

• Online returns:

1. Visit our website and navigate to the Returns page.

2. Complete/Request the return form with your order details.

3. Pack the item securely and attach the prepaid return label (if applicable).

4. Ship the item back using the specified carrier

 

4. Refunds and Processing Time

• Once we receive your return, we will inspect it and notify you of the approval or rejection of your refund.

• Approved refunds will be processed within 3-7 business days. Refunds will be credited back to the original payment method or issued as store credit based on your preference.

• Shipping fees are non-refundable, except in cases where we made an error with your order or the product was damaged upon arrival.

 

5. Exchanges

• We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us at support@activesoles.co.uk within 14 days of receiving your item.

• For other exchanges, please initiate a return for a refund and place a new order.

 

6. Store Credit and Gift Returns

• For returns without proof of purchase, we may offer a store credit at the current sale price.

• If the item was marked as a gift when purchased, the return can be processed as store credit.

 

7. Return Policy for Damaged or Defective Products

• If your item arrives damaged or defective, please contact us immediately at support@activesoles.co.uk with photos of the damage. We will work with you to resolve the issue by either issuing a refund, replacing the item, or offering store credit.

 

8. Questions or Assistance

• For any questions or assistance with your return, reach out to our customer service team at support@activesoles.co.uk