At Active Pro, customer satisfaction is important to us. Please review our Refund & Exchange Policy before placing your order.

Returns & Exchanges

We accept exchange requests within 7 days of delivery if:

• You received the wrong product.
• The product arrived damaged, leaked, or defective.
• The product is unused, unopened, and in its original packaging and an exchange has been approved by our team.

For hygiene and safety reasons, opened, used, tested, or partially consumed skincare and haircare products cannot be returned or exchanged unless the product was received damaged or defective.

Damaged or Incorrect Products

If you receive a damaged, leaked, defective, or incorrect item, please contact our customer support team within 48 hours of receiving your parcel.

Please provide your order number, clear photos of the product and packaging, and an unboxing video where available. After verification, we will arrange a replacement or another appropriate resolution.

Change of Mind

We do not accept returns or refunds simply because you changed your mind, no longer need the product, selected the wrong item, or did not like the fragrance, texture, color, or personal results after using the product.

Please review the product description carefully before ordering.

Refunds

Refunds are only provided when approved by our customer support team, such as when an eligible product cannot be replaced.

Once the returned product has been received and inspected, we will notify you regarding approval. Approved refunds will be processed using an available refund method. Delivery/shipping charges are non-refundable, except where the mistake was made by us.

Exchange Shipping

If an exchange is required because we sent an incorrect, damaged, or defective product, we will handle the exchange according to our approved claim procedure.

For other approved exchanges, return and re-delivery charges may be payable by the customer.

Order Cancellation

Orders can be cancelled before they have been dispatched. Once an order has been shipped, it cannot normally be cancelled and will be handled according to our return/exchange conditions.

Sale & Promotional Items

Products purchased during sales, special promotions, bundles, or clearance offers are not refundable or exchangeable, except if they arrive damaged, defective, or incorrect.

Product Results

Haircare and skincare results can vary depending on hair/skin type, condition, application method, and other individual factors. A product not providing the expected personal result does not by itself qualify it for a refund or exchange.

Contact Us

For a return, exchange, or damaged-product claim, contact Active Pro Customer Support with your order number and details of the issue.

Active Pro reserves the right to inspect and verify all return, refund, and exchange requests before approval.