Refund policy
Effective 1 June 2026
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 14 days from the date the courier marks the parcel as delivered.
Refunds are only available to first-time customers on their first order. Returning customers may return items for store credit.
If any items not purchased from elm active are included in the return parcel, please contact us at info@elm-active.com.
2. Missing Items
If an item is missing from your return, elm active may engage a third-party service to recover outstanding funds.
3. Fees
- Shipping fees are non-refundable.
- Duties, taxes, and VAT paid on the original order are non-refundable.
A $3.99 restocking fee per item will be deducted from your refund.
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.
4. 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.
5. 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 status 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. All information is captured via the returns portal.
6. Return Processing & Refunds
Returns are reviewed and processed within 5 to 7 business days after the parcel is marked as delivered to our warehouse.
Refunds are processed through the returns portal to your original payment method and may take up to 10 business days after the return is accepted.
- Refunds are available only to first-time customers on their first order
- Discount codes are forfeited and not reissued
- Shipping fees are non-refundable
- A $3.99 restocking fee per item applies
For repeated customers returns, a store credit with a 1 year validity will be issued. Repeated customers credit back will only be eligible for product quality issues.
7. 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.
8. Final Sale Items
Items marked Final Sale cannot be returned for refund, exchange, or store credit.
9. 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.
10. 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.
Want to request a return? Submit your return request here