What's your change of mind policy?
We offer a 7-day change of mind return policy. If you've changed your mind within 7 days of receiving your product, you can apply for a Change of Mind return. Provided you return your un-opened product, with original packaging and proof of purchase, we're able to provide a refund minus 15% restocking fee to your original payment method.
Products excluded from our change of mind policy
- Water or Shaker Bottles
- Gift Cards, Vouchers or Credit Vouchers
- Service based charges, including but not limited to: Delivery or Assembly charges
Who pays for return shipping?
For change of mind returns, any expenses relating to the return of your product to ActiveGo will be at your cost. For big and bulky items (over 40kg or marked as Big and Bulky on the product page), please contact us via Live Chat or email us firstname.lastname@example.org and our team will be able to advise the best solution.
Can I exchange a product?
ActiveGo is unable to offer exchanges on items purchased online. We recommend returning your item for a refund (under Change of Mind policy) and placing a new order.
I received the wrong item, what should I do?
Please get in touch with our team by emailing email@example.com, our Customer Service team will be able to work out a solution for you.
My order was damaged during transit. What should I do?
Our couriers handle with care, and big and bulky items will contain packaging with lots of materials and styrofoam to prevent any handling or transit damage.
If your carton arrives damaged, we highly recommend to accept the delivery, mark on the shipping docket that the carton has been damaged by crossing out “delivered in good condition”, and notify us by emailing firstname.lastname@example.org of this occurrence.
Damage to the packaging may not necessarily mean your item has been damaged. For big and bulky items, our packaging is designed to withstand damage in order to protect the product. We recommend to accept the delivery, inspect the product and notify us of any damages, with a description of the damage and photos attached so we can organise a repair, parts replacement or complete replacement depending on the issue.
My product is faulty on arrival. What are the next steps?
If you have discovered that the equipment purchased is damaged, faulty or possesses a major problem upon 7 days of receiving your item, you have the right to ask for a refund, exchange or repair. Please get in touch with our customer service team by emailing email@example.com.
Can't find what you're looking for?
Contact your customer service team via Live Chat (bottom right corner) or email us at firstname.lastname@example.org