Refund policy

RETURN & EXCHANGE POLICY

I. RETURN POLICY

All items must be returned in new, sellable condition with original hangtags still attached and within 14 days of the tracking number showing as delivered to its final destination for an exchange, store credit, or a refund. Items returned with pet hair or other contaminants will not be considered in sellable condition and therefore are not eligible for return.

II. EXCLUSIONS

Promotional items redeemed with a Free Code, Free Gifts, e-Gift Cards, or Final Sale Items are not eligible for returns or exchanges. These items are automatically excluded in our returns portal.

III. ADDITIONAL FEES

Please note that a $7.00 restocking fee applies to all returns, deducted from your refund. Additionally, a $5.00 shipping fee will be charged for items returned in unsellable condition, such as those used, without tags, or contaminated with pet hair or other contaminants, to cover the cost of returning the item to you.

HOW TO INITIATE A RETURN OR AN EXCHANGE

  1. Return Portal: Start your return or exchange by visiting our return portal
  2. Select Item(s): Choose the items and reason for return or exchange, then submit your request.
  3. Request Review: Our Customer Care team will review your request within 1–2 business days.
  4. Return Label Issued: If approved, a pre-paid USPS return label will be emailed to you.
  5. Use Only Our Label: Print and use only the label provided. We are not responsible for returns shipped with other labels.
  6. Condition Check: Items must be new, unused, with original hangtags and free of pet hair or contaminants.
  7. Drop Off: Affix the label to your original mailer and drop the package at a USPS location (or listed carrier for international orders).

IV. TIMELINE FOR RETURNS

After requesting a return, you will receive a pre-paid shipping label via email within 1-2 business days. Items must be shipped within 7 days of receiving the pre-paid shipping label. Failure to ship within this period will result in the expiration of your return authorization, after which a return cannot be processed. Upon receiving your returned item, we will inspect it within 2-4 business days. Following a successful inspection, the refund will be processed immediately, and you will be notified via email. Refunds will be issued to the original form of payment, excluding a $7.00 restocking fee. Depending on your bank, allow up to two billing cycles for the credit to appear on your statement.

V. LOST OR STOLEN PACKAGES

Refunds or exchanges will not be processed for lost or stolen packages unless the customer has filed a claim with USPS, and the claim has been resolved. You may file a claim through the USPS Claim Portal: https://www.usps.com/help/claims.htm. Please ensure all USPS claims are filed promptly to avoid delays.

VI. TIMELINE FOR EXCHANGES

After requesting an exchange, you will receive a pre-paid shipping label via email within 1-2 business days. Items must be shipped within 7 days of receiving the pre-paid shipping label. Failure to ship within this period will result in the expiration of your exchange authorization, and no exchange will be processed. Upon receiving and inspecting the returned item, which may take 2-4 business days, we will process your exchange. If the returned item lacks original tags, has been worn, or is in unsellable condition, it will be sent back to you at your original address, and a $5.00 shipping fee will be charged. Otherwise, you will receive a new $7.00 invoice and a tracking email for the exchanged item.

VII. REQUESTING ADDITIONAL SHIPPING INSURANCE

 

Return shipments will be handled through USPS Ground Advantage. If you wish to insure your return for more than the default $100 insurance coverage, please contact us at customercare@aktiivwear.co before initiating the return.