Return policy

We at activesolex want you to be fully satisfied with your purchase. If you need to return a product, please review our Return Policy below.

1. Return Period

  • You may request a return within 30 days of receiving your order.
  • Returns requested after 30 days will not be accepted.

2. Eligibility for Returns

  • The item must be in its original condition and packaging.
  • Items must not be damaged, used, or altered in any way.
  • Proof of purchase must be provided with the return request.

3. Initiating a Return

  • Contact us at [email protected] to initiate a return request.
  • Provide your order number and reason for the return.
  • We will send you a return authorization and instructions for shipping.

4. Return Shipping

  • Customers are responsible for return shipping costs, unless the return is due to an error on our part.
  • Use a trackable shipping service or purchase shipping insurance for returns.
  • We are not responsible for lost or damaged return shipments.

5. Refund Processing

  • Once we receive the returned item, we will process the refund within 7 business days.
  • Refunds will be issued to the original payment method used for the purchase.

6. Refund Delays

  • Refund processing times may be affected by the following factors:
  • Bank processing times, which can vary.
  • Credit card company policies, which may delay the posting of refunds.
  • Holidays or weekends, which can impact the processing time.

7. Exchanges

  • We do not offer exchanges at this time.
  • If you need a different item, please return the original item and place a new order.

8. Non-Returnable Items

  • Certain items are non-returnable, including:
  • Customized or personalized items.
  • Items marked as final sale or clearance.

9. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us immediately at [email protected].
  • We will provide instructions for returning the item and will cover the return shipping costs.

10. Missing Items

  • If an item is missing from your order, please report it within 7 days of receipt.
  • We will investigate and provide a resolution or replacement as needed.

11. Order Cancellations

  • Orders can only be canceled if they have not yet been processed or shipped.
  • Contact us as soon as possible if you need to cancel an order.

12. Policy Changes

  • We reserve the right to update or modify this Return Policy at any time.
  • Any changes will be posted on our website with an updated effective date.

13. Customer Responsibility

  • It is the customer's responsibility to ensure that return items meet our return criteria.
  • Failure to adhere to our return policy may result in the return being rejected.

14. Contact Information

  • If you have any questions regarding our Return Policy, please contact us at [email protected].
  • You can also visit our website at activesolex.com for more information.

We appreciate your understanding and cooperation with our Return Policy. Our goal is to ensure you have a positive shopping experience, and we are here to assist you with any return or refund concerns you may have.