Return within the stated window
Eligible return requests should be submitted within 30 days of delivery.
ActiveMora / Refund Policy
Refund Policy.
This Refund Policy explains ActiveMora’s 30-day return and exchange process, refund handling, eligibility expectations, damaged or incorrect orders, and how to request support.
Return Eligibility
Returns are available within 30 days.
ActiveMora offers free returns and exchanges within 30 days for eligible purchases. The return period begins from the date the order is delivered.
To help us process a return fairly and efficiently, items should be returned in a condition that allows the product and order to be identified and reviewed. Original packaging, accessories, manuals, hardware, and included components should be kept whenever reasonably possible.
Keep included components together
Return the product with the accessories, parts, manuals, and other items supplied with it whenever possible.
Provide order information
Order details help our support team identify the purchase and guide the return, exchange, or refund review.
Protect items during return transit
Use appropriate packaging so the product and included components are reasonably protected while being returned.
Statutory rights remain unaffected
Nothing in this policy is intended to limit rights that cannot lawfully be excluded under applicable consumer-protection law.
Return Process
Start the return before sending it.
Before returning an item, contact ActiveMora support so the order can be reviewed and the correct return instructions can be provided. Sending an item without the correct return information may make the return harder to identify or delay processing.
Our team may ask for the order number, product name, reason for the return, and photographs when they are relevant to the request.
01
Request the return
Contact support within the 30-day return window and provide the order information requested.
02
Receive instructions
Follow the return instructions supplied for the order before sending the product back.
03
Prepare the product
Include the relevant parts, accessories, and order information and package the item securely.
04
Return review
After the returned item is received and reviewed, the appropriate refund or exchange can be completed.
Damaged, Defective or Incorrect Orders
Report order problems promptly.
If an item arrives damaged, appears defective, or is different from the product ordered, contact ActiveMora as soon as reasonably possible after delivery. Our support team will review the order and help determine the appropriate resolution.
Photographs of the product, packaging, shipping label, visible damage, or incorrect item may be requested because they can help document what arrived and speed up the review.
Keep the product, packaging, labels, and visible packing materials available while the issue is reviewed.
Describe the problem clearly and provide photographs or other reasonable information when requested.
Provide the order details and identify the item that arrived so the order can be compared with the purchase record.
Tell us which part, accessory, manual, or component is missing so the available resolution can be reviewed.
Do not discard packaging too early
If an order arrives with visible damage or the wrong product, keeping the original packaging temporarily can help with the review.
Refund Processing
Approved refunds return to payment.
When a refund is approved, it is generally issued back to the original payment method used for the order. The time required for the refunded amount to appear can vary depending on the bank, card issuer, digital wallet, or payment provider.
ActiveMora cannot control the posting time used by an independent financial institution after a refund has been released from our side.
Return received
The returned item is identified and reviewed against the return request and order details.
Refund approved
Once the return is approved, the refund is prepared using the applicable payment method.
Refund issued
The approved amount is sent back to the original payment method unless another method is required by law or agreed with the customer.
Bank posting time
Financial institutions may require additional time before the refund appears in the customer’s account.
Exchanges & Order Changes
Exchanges are available within 30 days.
Eligible products may be exchanged free within 30 days. Exchange availability depends on the requested replacement product, variation, stock status, and the circumstances of the original order.
If an order has not yet entered fulfillment, contact support promptly if you need to request a correction or cancellation. Once processing or shipment has started, changes may no longer be possible and the return process may be required instead.
Where a different variation is available, support can review whether the item is eligible for exchange.
An exchange may depend on whether the requested replacement is available when the return is processed.
Cancellation requests should be made as early as possible. A cancellation cannot be guaranteed after fulfillment begins.
If a refunded order included an automatic promotion, the final refund may reflect the amount actually paid for the returned item.
Need a different solution?
If an exchange is unavailable, support can review whether a return and refund is the more appropriate option for the order.
Additional Refund Terms
Important refund details.
These additional terms help keep return, exchange, and refund expectations clear.
Proof of purchase
We may request order information or another reasonable record that allows the purchase to be identified before a return or refund is processed.
Promotional adjustments
Refunds are based on the amount actually paid for the eligible returned item after any automatic discount or promotion applied to the order.
Partial returns
If only part of a multi-item order is returned, the refund applies to the eligible returned item or items rather than the entire order.
Original payment method
Approved refunds are normally returned to the payment method used for the purchase unless another method is legally required.
Chargebacks and disputes
If a payment dispute is opened with a bank or payment provider, the refund process may be affected while the external dispute is active.
Policy updates
We may update this Refund Policy to reflect changes in our procedures, services, or legal requirements. The current version applies when published.
30-Day Returns
Eligible returns may be requested within 30 days of delivery
Free Exchanges
Eligible exchanges are available within the same 30-day window
Original Payment Method
Approved refunds are generally returned to the payment method used for purchase
24/7 Support
Customer assistance for returns, exchanges, refunds, shipping, and order issues
Returns & Refund Support
Need help with a return?
For return requests, exchanges, damaged or incorrect orders, refund questions, or order changes, ActiveMora customer support is available 24/7.