Refund policy
Return Policy
Thank you for shopping with Ative. We want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward return policy to ensure your satisfaction.
Return Policy Duration
- We have a 25-day return policy, which means you have 25 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, please ensure the following conditions are met:
- Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- You must have the receipt or proof of purchase.
How to Start a Return
You can start a self-return return process by logging in to your account.
or
- Contact us at hello@ative.com.
- Returns should be sent to the address specified on our return label.
- If your return is accepted, we will send you instructions on how and where to send your package.
- For orders within the USA, return shipping is free.
- For orders shipped to Canada, customers are responsible for return shipping costs and any duties or taxes incurred during the return process.
- Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
- Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Intimate clothing
- Tools
- Hazardous materials, flammable liquids, or gases
Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
- The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
Canadian Return Policy
- If the merchandise is being shipped to Canada, you have the right to return your order within 25 days, for any reason.
- As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- Please note that customers are responsible for return shipping costs and any duties or taxes incurred during the return process.
Refunds
- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
- If approved, you’ll be automatically refunded on your original payment method within 10 business days.
- Please remember it can take some time for your bank or credit card company to process and post the refund too.
- If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ative.com.
Contact Us
- If you have any questions or concerns regarding your return, please contact us at hello@ative.com. Our customer service team is here to assist you Monday through Friday, from 9 AM to 5 PM PST.
Thank you for shopping with Ative. We appreciate your business and are committed to providing you with an exceptional shopping experience.
We have a 25-day return policy, which means you have 25 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@ative.com. Note that returns should be sent to the address specified on our return label.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@ative.com.