Returns

Active Design Ltd offers a 30-day money-back guarantee on most of our products. (Certain items and circumstances are excluded – see below.)

How to Make a Return:

• If you need to return an item, please contact us at sales@activedesign.co.uk and include the reference number from your delivery paperwork.
• You will be provided with a returns reference specific to your order.
• Please do not return goods to Active Design Ltd before contacting us and arranging the return details.
• Any return sent without a returns reference number or without prior arrangement will be difficult to process and may result in us missing your return, delaying your refund. Working with us ensures a more efficient process.
• The returns address is: Active Design Ltd, Unit 1, Holford Way, Birmingham, B6 7AX.

Returning Items:

• Any returning items must be securely sealed in their original packaging wherever possible.

Specific Returns Circumstances:

• Damaged or Faulty Goods:
• If you receive goods that have been damaged in transit or are faulty, we'll accept them back and send a replacement or refund you in full.
• In these circumstances, you must contact us immediately at the email address above, and we will make the necessary arrangements.
• Goods Unsuitable:
• We also accept the return of goods even if they are delivered without fault or damage, but you may have changed your mind or assessed them as unsuitable for your needs.
• Under these circumstances, the price of the items concerned is refunded, but there may be charges to cover handling, re-stocking, and carriage costs.
• Please return the item to us in its original packaging, including your original order details, so we can organize your refund upon its return.

Refunds

• Upon receipt of the goods, we will process your refund or issue an exchange credit as soon as possible.

Refund Exceptions

• Unfortunately, we cannot offer a refund under the following circumstances:
• When the product(s) has been made or customized specifically for you.
• When the product(s) cannot be resold for hygiene reasons (e.g., items with a textile cover).

None of the above affects your statutory rights.

Active Design Ltd complies with The Consumer Rights Act 2015.