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.
UK Online Return Rights
For UK customers, you have the right to cancel your online order within 14 days after receiving your item, unless an exception applies.
After you tell us you want to cancel or return your order, you then have another 14 days to send the item back to us.
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.