Return and Refund Policy

Last updated: 26 March 2026

Please note: Return shipping costs are the customer’s responsibility (unless the item is faulty or incorrectly delivered).

1. Return Conditions

  • Items can be returned within 30 days of receipt.
  • The item must be unused, undamaged, and in its original packaging.
  • Customers are responsible for return shipping costs unless the item is faulty or incorrectly delivered.

2. Items Not Eligible for Return

In accordance with applicable consumer law, the following items cannot be returned, unless they are faulty or damaged upon arrival:

  • Customised or personalised items
  • Hygiene-related items
  • Items returned without their original packaging or missing components

3. How to Return an Item

  • Contact our customer support by support@activepeaks.com to submit a return request.
  • Once approved, you will receive instructions on how to return the product to our warehouse.
  • Pack the item securely in the original packaging, ensuring all labels remain intact.
  • Customers are responsible for arranging and covering the cost of their own return shipping, including providing a return label.
  • Send the item back to the designated return address.

4. Return Shipping Costs

The cost of returning an item and the return label is the customer's responsibility and will not be reimbursed by Active Peaks unless the product is faulty or incorrectly delivered.

5. Return Shipping Method

Returns must be shipped using a reliable shipping service. You may use a carrier of your choice, but we recommend using one of the trusted carriers we use for outbound shipments: DHL, UPS, or FedEx.

Please ensure you provide us with a valid tracking number once the package has been dispatched, as we require proof of return shipment for processing refunds or replacements.

6. Restocking Fee

We do not charge a restocking fee.

7. Order Issues

7.1. Damaged or Faulty Product

  • Please contact us within 10 business days with your order number and a photo/video of the damaged/faulty product.
  • We will offer a one-time free replacement. If the replacement also arrives damaged or defective, we’ll issue a full refund.

7.2. Incorrect Product Delivered

  • If you received the wrong product, contact us within 10 business days of delivery. Please include photos of the product, packaging, and your order confirmation.
  • We will ship the correct product free of charge and cover the return shipping costs for the incorrect product.

7.3. Order Not Received

  • If your order has not been delivered after 30 days, please contact us.
  • We will offer either a replacement or a full refund, depending on your preference.

8. Refunds

8.1. Approval and Processing

After we receive and inspect your return, we will confirm by email whether your item is eligible for a refund. To qualify, items must be unused, undamaged, and returned in their original packaging.

Returns that are incomplete or damaged upon arrival may result in a partial refund or no refund at all.

If your return is approved, we will notify you by email and proceed with the refund.
If your return is rejected, we will notify you by email with the reason for the rejection. If you wish, the item can be returned to you again, but this will be at your own expense.

8.2. How Refunds Are Issued

Refunds are issued to the same payment method used at checkout, unless a different arrangement has been agreed upon in advance.

Refunds are processed within 5 business days after we have received your returned item. Please note that your bank or payment provider may need additional time to post the refund to your account.

8.3 What's Refunded

You will receive a refund for the purchase price of the returned item.

There are no additional fees for receiving a refund.

9. Exchanges

At this time, we do not offer direct exchanges. If you wish to receive a different product, please return the original item and place a new order.

10. Order Cancellation

You may cancel your order within 2 hours of placing it, provided it has not yet entered our automated fulfilment process.

In accordance with UK Consumer Contracts Regulations (for UK customers) and the Australian Consumer Law (for Australian customers), you also have the legal right to return your order within 30 days of receiving your goods, for any reason.

11. Important Notes

  • Do not use the sender's address on the package as the return address.
  • Please do not return items without receiving approval and return instructions.
  • Customers are responsible for return shipping costs unless the product is defective or incorrectly delivered.
  • If returned items are incomplete or damaged, we may offer a partial refund or, in rare cases, no refund.
  • Returns requested after 30 days of receipt will not be accepted.

12. Contact Information

Do you have any questions? Feel free to contact us via the details below.

Website and Company Name: Active Peaks
Email: support@activepeaks.com
Phone: +447577003025

We usually respond to all enquiries within 24 hours on business days.

Customer Support Opening Hours:
Monday – Friday: 9:00 AM – 6:00 PM
Saturday – Sunday: Closed

All times are in UK time (GMT in winter, BST in summer).
By placing an order, you agree to the terms outlined in this Return & Refund Policy.