Refund policy
Because your journey—and your experience—matter. 💫
Thank you for choosing Active Elite to be part of your wellness wardrobe. We hope your new pieces bring you confidence, comfort, and strength—but if something isn’t quite right, we’ve got you. 💕
This policy outlines how we handle returns, refunds, and exchanges so you know exactly what to expect.
Returns Overview
✅ Change of mind returns accepted within 30 days (conditions apply)
💸 Full refunds (minus a $12.00 return shipping label fee) or free shipping when opting for store credit
⚡ Fast processing: Returns and exchanges are processed within 5–10 business days of arriving at our facility
🩷 Original condition required: Unworn, unwashed, tags and hygiene stickers attached, no odours or marks
🚫 Exclusions: Underwear, swimwear, bodysuits, playsuits, clearance items (50%+ off), and personalised products
🛠 Faulty items: Covered under Australian Consumer Law — with free return shipping
🧾 Proof of purchase required for all returns
Our Policy
This is the official Returns, Refunds & Exchange Policy of Active Elite.
We want you to love every piece you purchase from us. But if you change your mind, or something doesn’t meet expectations, we offer fair and simple options—always in line with Australian Consumer Law.
This policy does not exclude or replace your rights under the Consumer Guarantees of the Australian Consumer Law.
Change of Mind Returns
If you’ve had a change of heart, we’re happy to help—provided:
- Your return or exchange request is made within 30 days of the purchase date.
- You provide proof of purchase (receipt or tax invoice).
- The item is in as-new, saleable condition:
- Unworn and unwashed
- Tags and hygiene stickers (if applicable) attached
- Free from marks, odours, deodorant residue, damage, or pet hair
- Tags must not be removed unless you’ve been given written approval from our team.
- The item is not excluded (see below).
If these conditions are met, you can choose between an exchange, store credit, or refund.
Please note that shipping costs, delivery charges, and gift wrapping are non-refundable.
We may also limit or refuse returns from accounts showing excessive or unreasonable return patterns.
Excluded Items
For hygiene and safety reasons, and in line with retail best practice, the following items are non-returnable (unless faulty):
- Custom-made, monogrammed, or personalised products
- Hosiery, underwear, bodysuits, playsuits, and swimwear
- Gift cards or store credit
- Clearance items reduced by 50% or more
- Items that have already been exchanged once
Refunds & Store Credit
If you request a refund through our Returns Portal, a $9.95 return shipping label fee will be deducted from your total refund.
Prefer store credit? We’ll cover the shipping—free of charge.
If you’d rather post the item back yourself at your own cost (with tracking), we’ll issue a full refund for the item’s value once approved.
Refunds are assessed on a case-by-case basis—we’ll always apply common sense and fairness when reviewing your request.
Please note: Choosing “refund” doesn’t guarantee approval if the item doesn’t meet policy requirements.
Faulty or Defective Items
If your item is faulty, damaged, or not as described, you’re entitled to a repair, replacement, or refund under Australian Consumer Law.
Please contact us as soon as possible at contactus@activeelite.com.au with photos and details.
Once approved, we’ll cover all return postage costs for faulty products.
Proof of Purchase
To process a return, refund, or exchange, you must provide proof of purchase, such as:
- A tax invoice or receipt (order confirmations alone are not accepted)
- An exchange or gift receipt
We’re unable to retrieve or reissue receipts, so please retain your documentation.
If your item was purchased as a gift, we can provide a gift receipt upon request—just email us before gifting.
Refund Method
Refunds (if approved) are always returned via the same payment method used for the original purchase:
- Credit/debit card → same card
- PayPal, Apple Pay, Google Pay, AfterPay, etc. → same account
- Store credit or gift card → refunded as store credit or a new gift card
If you exchange an item for one of lesser value, the balance will be provided as store credit or a gift card.
Gifts, Bonuses & Bundles
If your original order included a gift, bonus item, or bundle, all associated items must be returned together.
If these cannot be returned or are not in saleable condition, the value of missing or damaged items will be deducted from any refund.
How to Make a Return
As we don’t currently have a physical retail location, all returns are processed via post.
To return your item:
Email us at contactus@activeelite.com.au
- with your order details and reason for return.
- Our team will review your request and send you either:
- A Return Form and Prepaid Return Label, or
- Approval instructions for self-shipping (if preferred).
- Complete the Return Form, securely repackage your item, and attach the label.
- Drop it off at your nearest Australia Post outlet.
If your return doesn’t meet the criteria, we’ll return the item to you, and a shipping fee may apply.
Please ensure your parcel is securely packaged, as we can’t accept returns damaged in transit.
Our Returns Address
Active Elite – Returns
8 Ophelia Crescent
Eatons Hill, QLD 4037
Australia
Privacy and Identification
We may require proof of identity (e.g. driver’s licence or passport) to verify your return.
This helps prevent fraud and ensures the security of your personal information.
All customer information collected during the returns process is handled in accordance with our Privacy Policy.
Questions or Feedback?
We’re here to help. 💌
If you have any questions or concerns about your return, or if you’re unhappy with the outcome, please contact us at:
📧 contactus@activeelite.com.au
📦 Active Elite Returns
8 Ophelia Crescent, Eatons Hill QLD 4037
If your concern isn’t resolved, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au
You move. We support. Let’s keep going—together. 💖