Refund policy

Last updated: October 6, 2026

We want you to feel confident trying ACTIVILE.

That’s why every eligible ACTIVILE order is covered by our 60-Day Move-Freely Guarantee. You have 60 days from the date your order is delivered to try your ACTIVILE product and decide whether it’s right for you.

If it isn’t, contact us at support@activile.com and we’ll guide you through the return process.

60-Day Move-Freely Guarantee

You may request a return within 60 days of delivery.

To begin a return, you must contact us at support@activile.com before sending anything back.

Please include:

  • Your full name
  • Your order number
  • The email address used for the order
  • The reason for your return

Once your request has been reviewed, our customer support team will provide you with the appropriate return instructions and return address.

Please do not send products to any address without first receiving return instructions from us.

Returns sent to an unauthorized address may not be received or processed.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item arrived defective, damaged, incorrect, or applicable consumer law requires otherwise.

We strongly recommend using a tracked shipping service when returning your order.

ACTIVILE cannot be responsible for returned parcels that are lost in transit before reaching the designated return location.

Please retain your tracking number and shipping receipt until your refund has been completed.

Return Condition

Returned products should be sent back in reasonable condition.

Products that have been intentionally damaged, excessively worn, altered, misused, or damaged after delivery through improper use may not qualify for a refund under our voluntary 60-Day Money-Back Guarantee.

This restriction does not apply where a product was defective, damaged, unsafe, incorrectly supplied, or otherwise covered by mandatory consumer rights.

Refund Processing

Once your return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method.

Please allow additional time for your bank, credit card provider, or payment processor to post the refund after we have issued it.

Depending on your payment provider, this may take several business days.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible, ideally within 48 hours of delivery.

Email support@activile.com with:

  • Your order number
  • A description of the issue
  • Clear photographs showing the product and the problem
  • A photograph of the shipping packaging where relevant

After reviewing the issue, we may offer a replacement or refund, depending on the circumstances and your preference where applicable.

The 48-hour reporting period helps us investigate shipping damage quickly. It does not limit any mandatory consumer rights you may have under applicable law.

Australian customers, for example, automatically receive consumer guarantees that cannot be excluded by store policy, and New Zealand customers may have corresponding rights under the Consumer Guarantees Act.

Items Damaged After Delivery

We cannot provide refunds under our voluntary guarantee for damage caused after delivery by:

  • misuse
  • improper care
  • unauthorized alteration
  • accidents
  • normal wear and tear
  • use contrary to product instructions

This does not affect your rights where the product itself was faulty.

Gift Cards

Gift cards are non-refundable and cannot be returned for cash, except where required by applicable law.

Shipping Protection

If optional shipping protection is purchased at checkout, the shipping protection fee itself is non-refundable once the order has been processed, except where required by applicable law.

Any claim covered by shipping protection will be handled according to the terms applicable to that protection.

Order Cancellations

Because we use an automated fulfillment system, orders move into processing quickly.

If you placed an order by mistake or need to cancel it, contact us at support@activile.com within 1 hour of placing your order.

We will make every reasonable effort to cancel the order.

After the 1-hour cancellation window, the order may already have entered processing and we cannot guarantee that cancellation will still be possible.

If the order can no longer be cancelled, you may still request a return after receiving it in accordance with this Return & Refund Policy.

Exchanges

If you would like a different color or replacement product, please contact our customer support team at support@activile.com.

Depending on the circumstances, we may arrange an exchange or ask you to return the original product and place a new order.

Consumer Rights

Our 60-Day Money-Back Guarantee is an additional commercial guarantee and does not replace or restrict mandatory rights available to consumers under applicable law.

In particular, customers in Australia may have rights under the Australian Consumer Law, while customers in New Zealand may have rights under the Consumer Guarantees Act. Businesses cannot simply remove those statutory rights through a “no refunds” or limited warranty policy.