How to return an item: a complete guide for a successful return

RETURN AND REFUND POLICY

Shop Active Grow

Last updated: December 2024

RETURN PERIOD

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

ELIGIBILITY CONDITIONS

To be eligible for a return, your item must be:

•       In the condition you received it

•       In its original packaging

•       Unused and unopened

Important: If the box has been opened or the product has been used, returns cannot be accepted, except in case of a manufacturing defect.

RETURN PROCEDURE

To initiate a return, please contact us at: info@shopactivegrow.com or by phone at +1 (438) 466-1732.

If your return is accepted, we will send you detailed instructions on how and where to ship your package.

Please note: Items returned without first requesting a return authorization will not be accepted.

DAMAGES AND ISSUES

Please inspect your order upon receipt. Contact us immediately if:

•       The item is defective

•       The item is damaged

•       You received the wrong item

We will evaluate the problem and take appropriate action to correct the situation.

RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (defective, damaged, or incorrect item).

REFUNDS

Once we have received and inspected your return, we will notify you by email to inform you whether your refund has been approved or not.

If approved:

•       You will be automatically refunded to your original payment method within 10 business days

•       Please note that your bank or credit card company may take a few extra days to process and post the refund

Exceptional delay: If more than 15 business days have passed since your return was approved and you still have not received your refund, please contact us at shopactivegrow@gmail.com.

EXCHANGES

Currently, we do not offer direct exchanges. If you wish to exchange an item, you must:

•       Return the original item (following the procedure above)

•       Wait for the refund

•       Place a new order for the desired item

NON-RETURNABLE ITEMS

Some items cannot be returned for hygiene and safety reasons:

•       Opened or used personal care products

•       Final sale items (if specified at the time of purchase)

•       Gift cards

QUESTIONS

For any questions regarding our return policy, please do not hesitate to contact us:

Email: info@shopactivegrow.com

Phone: +1 (438) 466-1732

Address: Ottawa, Ontario, Canada

Shop Active Grow - Your satisfaction is our priority

 

Conditions necessary to return an item

 

 

Before starting the process, it is important to check the conditions for how to return an item. Generally, the product must be returned within a specific period after receipt, often 14 to 30 days. The item must be in its original condition, unused, and with the packaging intact. Any failure to meet these conditions may result in a refusal of the return. Also, be sure to keep proof of purchase, which is essential to validate your request with customer service.

 

 

Step-by-step procedure for an easy return

 

 

To learn how to return an item, follow our simple procedure. Start by contacting customer service to declare your intention to return. You will then receive a return form or authorization number to include with your package. Carefully pack the item according to the instructions received, then ship it via the indicated carrier. This procedure ensures quick and smooth processing of your return, thus facilitating the receipt of your refund.

 

 

Refund times and terms after return

 

 

Once your item is returned, it is essential to know the times and terms associated with your refund. After receipt and verification of the product's condition, the refund is generally issued within 7 to 14 days. It can be made via the original payment method or, in some cases, as a credit. Our clear policy ensures complete transparency so that you are informed at every step. This allows you to get your money back quickly and confidently.