Refund policy

Returns & 30-Day Satisfaction Guarantee

At Active & Able, we want you to feel confident ordering from us. As a family-run business focused on helping people stay active, we aim to be fair, clear, and supportive in everything we do.

Please the information below regarding returns and refunds.

30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on eligible items, starting from the date your order is delivered.

If your item is unused and unworn, and does not meet expectations, you may request a return within 30 days of delivery, subject to the conditions below.

We encourage all customers to inspect the quality of our products on arrival. We’re confident in the quality, materials, and finish of everything we sell.

Items may be opened and inspected but must not be worn or used against the skin to remain eligible for return.

Important Hygiene & Usage Information

All our physical products are worn directly against the skin.

For hygiene and safety reasons, we are unable to accept returns on any items once they have been worn or used against the skin.

To be eligible for return, items must be:

• Unused and unworn

• Returned in their original packaging

• With any hygiene seals intact, where applicable

We encourage customers to inspect items on arrival and to check sizing and measurements carefully before ordering. If you’re unsure which size to choose, we’re always happy to help before you purchase.

Choosing the Right Size

We understand that choosing the correct size is important.

That’s why we provide clear sizing guides and fitting advice on all product pages. If you’re unsure which size to choose, we strongly recommend contacting us before ordering, and we’ll be happy to help you select the best option.

Our aim is to help you get the right support first time.

Before Requesting a Return

If something doesn’t feel quite right, we’re always happy to help first.

Many issues can be resolved with:

• Sizing guidance

• Fitting advice

• Usage tips

Our goal is to support you, not to rush you into a return.

How to Request a Return

To request a return:

1. Contact us via our website or email within 30 days of delivery

2. Include your order number and reason for return

3. If eligible, we’ll provide return instructions

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Faulty or Incorrect Items

If you believe your item is faulty or you’ve received the wrong product, please contact us as soon as possible after delivery.

Faults must be present on arrival and not caused by wear, misuse, alteration, or accidental damage.

To help us assess the issue, we may ask for clear photos or further information before arranging a replacement or refund.

Where a genuine fault or dispatch error is confirmed, we’ll arrange a replacement or refund in line with your statutory consumer rights.

Exchanges

Where appropriate, we’re happy to offer exchanges or guidance to help you find a more suitable product.

Please note that return shipping costs for exchanges are the responsibility of the customer unless the item is faulty or incorrect.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including your 14-day right to cancel an online order, subject to hygiene and usage conditions outlined above.

Need Help?

If you have any questions about sizing, fit, or our products before ordering, we’re always happy to help.

You can contact us at:

Email: hello@activeandable.co.uk

Post: Unit 6, 373-377 Torquay Road, Paignton, TQ3 2BT

 

Active & Able

Supporting everyday movement, with care.