Effective 1 July 2026

Start a return here 

1. Eligibility

To be accepted for return, your item(s) must:
• Be unworn, unwashed, and in the original packaging with tags attached
• Be free of perfume, body odour, deodorant, or washing powder
• Be free of make-up, tan marks, glitter, and pet hair
• Not be a Final Sale item

elm active reserves the right to reject returns that do not meet these requirements. If returned items are ineligible, they will be sent back to you and any applicable fees recovered.

Returns must be initiated within 30 days from the date the courier marks the parcel as delivered.

If any items not purchased from elm active are included in the return parcel, please contact us at info@elm-active.com.

2. Return Shipping Locations

To provide the most efficient return process, return addresses may vary depending on the customer’s location.

Mexico orders:

Returns from customers located in Mexico may be sent to our local Mexico return facility.

International orders:

Returns from customers outside Mexico may be directed to our international return facility in Hong Kong SAR, China.

3. Missing Items

If an item is missing from your return, elm active may engage a third-party service to recover outstanding funds.

4. Fees

• Shipping fees are non-refundable.
• Duties, taxes, and VAT paid on the original order are non-refundable. 
• If a return is rejected, the customer is responsible for the shipping cost to have the item sent back.

Unless otherwise stated, all fees are in USD. Regional taxes and duties may vary by destination country.

5. How to Initiate a Return

All returns must be submitted through our official Returns Portal. You will receive the correct return address on the final page of the portal.

Please do not mail your return to the sender’s address printed on your parcel. This is not the return address and will delay or prevent processing.

A return must be initiated before mailing back item(s). Unauthorized returns cannot be processed, and elm active is not responsible for returning them.

Once your return has been approved, items must be shipped within 7 days.

6. How to Ship Your Return

• Arrange the return using your own courier of choice.
• You are responsible for all return shipping costs.
• Once your parcel is shipped, enter the tracking number on your return shipment submission page in the portal.
• elm active cannot reimburse return shipping costs, custom duties, taxes, or VAT. 

International returns may be subject to customs processing. Customs timelines can vary by country and may cause delays that are outside of elm active’s control.

You do not need to include any documents inside the parcel unless requested by our customer support team.

7. Return Processing & Refunds

Returns are reviewed and processed within 5 to 7 business days after the parcel is marked as delivered to our warehouse.

Once your return has been inspected and approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear after your return has been accepted.

• Discount codes are forfeited and not reissued 
• Shipping fees are non-refundable 

8. Exchanges

We do not offer direct exchanges at the moment.
You may place a new order and return your unwanted item.
Your refund or store credit will be issued once we receive and process the returned parcel.

9. Final Sale Items

Items marked Final Sale cannot be returned for refund or exchange.

10. Wrong or Incorrect Items

If you received the wrong item, please contact us at info@elm-active.com so we can resolve this for you as quickly as possible.

11. Faulty Items

We’re sorry to hear you may have received a faulty item. If your order is within 14 days of delivery, please email details and photos of the issue to info@elm-active.com. Your claim will be reviewed, and in some cases we may ask you to return the item for assessment.

If the product is confirmed faulty, elm active will cover the return postage costs. If the item is not deemed faulty, return shipping costs will be the customer’s responsibility.

Please keep the item until your claim has been fully assessed. Normal wear and tear, change of mind, or damage caused by improper use are not considered faults.

Want to request a return? Submit your return request here