Returns and refunds
Cancellation Policy
Please note that we cannot accept any changes to the shipping address or additions, changes, or cancellations to your order after we have sent you the confirmation email for your order.
Return and Exchange Policy
<When returns and exchanges are possible>
- In case of initial defects
In the event of an initial defect, we will accept returns or exchanges if you contact us within 7 days of receiving the product.
In order to determine whether the product is defective, we may ask you to send us an image of the defective part of the product, so please be sure to keep the product on hand.
Due to the nature of the product, it may be difficult to determine whether the product is defective if you use it multiple times.
Also, even if the product is unused, if a certain period of time has passed since it arrived, there is a possibility that a defect has occurred due to the storage conditions during that time, and it will be impossible to determine whether the product is defective upon arrival.
Therefore, please open and check the product within 7 days of receiving it.
If you use the product for the first time more than 8 days after receiving it and notice any symptoms of an initial defect, please contact us with a photo of the affected area and the reason why you believe it to be an initial defect.
- In case of customer convenience
In the case of a return or exchange for reasons of customer convenience (such as the color or texture being different from what you expected, or you having ordered the wrong product), please contact us within 7 days of receiving the product and we will accept returns or exchanges as long as the product is unused (with the tag still attached).
- Regarding returns and exchanges
If you wish to return or exchange an item,support@activeava.comPlease contact us and provide your order number and the reason for the return or exchange.
Please be aware that if the item you wish to exchange is out of stock, we will refund your money.
If a refund is granted, we will refund the full amount of the product.
- Return and exchange shipping fees
In case of customer convenience: Customer pays
In the case of store reasons (initial defects): Our company will bear the cost
<When returns and exchanges are possible>
- Conditions under which returns and exchanges cannot be accepted
Please note that we cannot accept returns or exchanges if the following conditions apply.
- If you return the product to us without any prior notice
- If you purchased from a store other than ours
- If you have already used the product you have at least once
- If tags, labels, or accessories are missing
- If the product has been personalized or customized at the user's request
Refund Policy
In case of exchange
We will not issue a refund, but we will cover the shipping costs incurred for reshipping.
・In case of return
The refund for returned items will depend on the payment method.
[Credit Card Payments] For credit card payments, we will be changing the billing amount. Please allow approximately 7 days for the procedure to be completed. Due to factors such as the card company's closing date, you may be initially charged the amount before the change, but please note that the card company will refund you or provide you with further details at a later date when you make your next withdrawal.
[Cash on Delivery] Once the product arrives, we will check it and refund you via bank transfer. It will take approximately 5 days for the refund process to be completed. Refunds will be completed within 7 business days.
*When requesting a refund, please provide a complete picture of the product (photos to explain the situation) as an attachment.
Please note that depending on the condition of the product, a full or partial refund may be possible.