Free Standard Delivery
All orders sent within Europe come with Free Standard Delivery. The delivery time may vary depending on the shipping location.
If you have any questions regarding our delivery service, please email us at email@example.com.
We always endeavour to deliver your order on time however, there may be factors outside our control such as adverse weather, or severe road network issues which may delay your order. We politely point out that in such circumstances, we do not take responsibility for any impact such delays may have.
If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.
We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received of an order being delivered and signed for at the delivery address our liability ceases.
Damages to your order
We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos at firstname.lastname@example.org. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.
Changed your mind?
Orders can be returned within 30 days of the original purchase date, provided the order is unused and unopened. Please follow the steps here to return your order.
If you’re concerned that your product is faulty, please contact our Customer Care Team here.
Steps to Return your Item:
For orders sent to Germany, return shipping is free of charge. Please contact us here to initiate your return.
For orders sent to the rest of the EU, please contact us here to initiate your return. You will be responsible for your own return shipping costs.
Repackage your item, if you no longer have the packaging, please make sure that it is wrapped and packaged as securely as possible.
Clearly attach the below address to the parcel:
Use a courier of your choice to return your order to us; the best way to do this would be to visit Parcel2Go. Here you will find an assortment of couriers to use with varying price ranges, most of which are very reasonable
Please be sure to obtain proof of postage once your item has been returned and if you could forward that to us, we can then process your refund.
We kindly ask that you return your item in good condition with no signs of visible damage. We are unable to accept returns of used products.
Please be aware, we do not cover the cost of the returns.
Product not working as expected?
Our Customer Care team are incredibly knowledgeable and able to resolve most product-related issues quickly and efficiently. For the quickest support, please contact our product experts using the submission form on our Contact page.
If we are unable to fix your issue for you, we will replace the product at no charge for either a brand-new or refurbished unit of the same condition as per our 12-month manufacturer’s warranty. You can find out more about the Active Era Limited Warranty here.
Please be aware, we aren't able to accept any returns that have been used and which are not faulty.
In Order for a return to be eligible for a refund please ensure you provide proof of shipping for your return within 30 days of the original purchase of your item.
Please be aware, we do not cover the cost of the returns unless the Products are faulty or misdescribed
Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if the product has been used and/ or there are any signs of wear or if parts are missing.
You do not have a right to change your mind in respect of Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
When will I receive my refund?
Following a successful inspection of your return we will process a refund to the credit/debit card or PayPal account which was used to place the original Order.
Please allow 5 working days for the refund to appear in your account from the date we process it.
I haven’t received my refund
If you haven’t received a refund within the time periods stipulated above, please check your statement again, these incoming payments can be overlooked.
If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Possible deductions from refunds
If you are exercising your right to change your mind:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop.
If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
When an Order has been placed, we aren’t able to cancel it or make any changes. We can request that it is ‘returned to sender’ however, as we'll ship your order within 20 minutes of it being placed, this is not guaranteed.
If a delivery is attempted, please refuse it and it will be returned back to our warehouse. If your Order is delivered, you can return it to us within 30 days for a full refund. Please be aware, we don’t cover the cost of returns for cancellations.