Active Reset is operated by Clavis International Trading Limited, a Hong Kong-based ecommerce company.
We want you to feel confident when shopping with us. Please read our returns and refunds policy carefully before placing your order.
60-Day Recovery Routine Guarantee
Try the Active Reset Duo Recovery System for up to 60 days from delivery. If you have used the system consistently as directed and do not feel it is right for your recovery routine, you may request a return under our 60-Day Recovery Routine Guarantee.
To qualify, you must:
- Use the product for at least 21 days according to the supplied instructions.
- Contact us within 60 days of delivery.
- Provide your order number.
- Explain how you used the product and why it did not work for your routine.
- Return the complete system, including both devices, cup attachments, charging accessories and original packaging where available.
This guarantee is intended for customers who genuinely tried the product and did not find it suitable. It is not a free trial or a general change-of-mind return.
Refunds may be refused or reduced if:
- The return is requested before the product has been reasonably tried.
- The item is damaged, misused, unsanitary or incomplete.
- Accessories or components are missing.
- The product was used contrary to the instructions.
- The order is outside the 60-day return window.
- The product was purchased from an unauthorized seller.
Customers are responsible for return shipping unless the item is defective or we made an error. Original shipping fees, expedited shipping fees, duties, taxes and other non-product charges are non-refundable unless required by law.
Refunds are issued only after we receive and inspect the returned item. Approved refunds will be returned to the original payment method.
Active Reset products are designed to support general at-home recovery routines. Individual experiences vary, and this guarantee does not promise specific medical, pain-relief or performance results.
To start a return, please contact us at info@active-reset.com before sending anything back.
Return Eligibility
To be eligible for a return, your item must be:
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Unused
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Clean and in its original condition
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In the original packaging where possible
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Complete with all included accessories, attachments, manuals, cables, straps, and parts
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Returned with proof of purchase or order number
Please do not send your item back without contacting us first.
Hygiene & Used Products
Because our products may come into direct contact with the body, we cannot accept returns of items that have been used, worn, damaged, marked, or are no longer in a clean and resaleable condition, unless the item is faulty.
For hygiene reasons, opened or used skin-contact accessories may not be eligible for return unless they are defective.
Non-Returnable Items
We may not accept returns for:
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Used products
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Items damaged by misuse, improper care, or accidental damage
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Items missing parts, accessories, packaging, or manuals
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Gift cards
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Final sale or clearance items, if clearly stated at the time of purchase
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Hygiene-sensitive items that have been opened or used, unless faulty
How to Start a Return
To request a return, email us at info@active-reset.com with:
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Your order number
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Your full name
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The item you want to return
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The reason for return
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Photos or videos if the item is damaged, defective, or incorrect
Once your return request is reviewed, we will provide return instructions.
Return Shipping
Unless the item is faulty, damaged, or incorrect, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.
Original shipping fees are non-refundable unless the return is due to our error or a faulty item.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery at info@active-reset.com.
Please include:
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Your order number
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A description of the issue
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Clear photos or videos of the item
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Photos of the packaging, if the parcel arrived damaged
If your claim is approved, we may offer a replacement, refund, repair, or other suitable solution depending on the situation.
Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please note that it may take several business days for your bank, card provider, or payment platform to process and show the refund.
Exchanges
We currently do not guarantee direct exchanges. If you want a different item, please contact us first. In most cases, you may need to return the original item and place a new order.
Order Cancellations
If you want to cancel an order, please contact us as soon as possible at info@active-reset.com.
If your order has not yet been processed or dispatched, we will do our best to cancel it.
If your order has already been processed or shipped, you may need to follow our returns process after receiving the item.
Refused Deliveries
If you refuse delivery, fail to collect your parcel, or refuse to pay required customs/import charges, the parcel may be returned to us.
In these cases, any refund may be reduced by shipping costs, return shipping fees, customs charges, courier handling fees, or other costs incurred.