Refund policy

Because your journey—and your experience—matter. 

Effective date: 21/10/2026

Our Policy

We want you to feel comfortable and confident in your Active Elite pieces. If something isn’t right, we’re here to help.

This policy explains how we handle returns, refunds and exchanges, including the separate arrangements for Try Before You Buy orders through Mirra.

Nothing in this policy excludes, restricts or replaces your rights under Australian Consumer Law.

Change-of-Mind Returns

You can request a refund or exchange within 30 days of delivery, including on eligible sale and clearance clothing.

To qualify:

1. Submit your return or exchange request within 30 days of delivery.
2. Provide reasonable proof of purchase, as outlined in the Proof of Purchase section below.
3. Return the item in as-new, resaleable condition:

• • Unworn apart from carefully trying it on indoors, and unwashed.
  • Original tags and applicable hygiene stickers attached.
  • Free from marks, odours, deodorant residue, damage and pet hair.

       4. The item must not fall within the change-of-mind exclusions below.

Eligible items can be returned for a refund. Exchanges are available subject to remaining stock.

Return-postage arrangements are explained in the Exchanges and Refunds & Store Credit sections.

These eligibility conditions apply only to voluntary change-of-mind returns. They do not restrict your rights under Australian Consumer Law.

Change-of-Mind Exclusions

We do not accept change-of-mind returns for:

• Custom-made, monogrammed or personalised products.
• Hosiery, underwear, bodysuits, playsuits and swimwear.
• Gift cards or store credit exchanged for cash.

These exclusions do not restrict your rights under Australian Consumer Law, including where goods are faulty, incorrect or not as described.

Exchanges

Exchanges are available subject to remaining stock and the change-of-mind eligibility conditions in this policy.

Please contact us before returning your item so we can confirm availability. If a suitable replacement is unavailable, you can receive a refund for an otherwise eligible return.

Exchange Postage

For ordinary change-of-mind exchanges, you can choose:

• Our prepaid return label: a $12.00 fee applies, payable before the label is issued.
• Your own tracked postage: arrange and pay for return shipping yourself. No prepaid-label fee applies.

We cover standard delivery of the replacement item within Australia. No additional exchange-processing fee applies.

For international exchanges, any replacement delivery charge will be confirmed before you proceed.

Price Differences

If the replacement item costs more, you will need to pay the difference before dispatch. If it costs less, we will refund the difference to the original payment method.

Faulty Items and Mirra Trials

These change-of-mind postage charges do not apply where Active Elite is responsible for return costs under Australian Consumer Law.

Mirra trial returns follow the separate process and fee arrangements described in the Try Before You Buy with Mirra section. We do not add an ordinary exchange return-label fee to the same Mirra trial return.

Refunds & Store Credit

Change-of-mind refund requests are assessed individually against the eligibility conditions in this policy. We’ll apply common sense and fairness when reviewing your request.

For an approved return, you can choose:

• Our prepaid return label: a $12.00 return shipping label fee will be deducted from your total refund.

• Your own tracked postage: you arrange and pay for return shipping yourself. Once approved, we’ll refund the full amount paid for the eligible returned items, after applicable discounts, without deducting a return-label fee.

Requesting a refund does not automatically guarantee approval. Returned items must meet this policy’s change-of-mind return requirements.

Refunds are issued to the original payment method. Payments made using gift cards or existing store credit are returned to that payment type. Split-payment refunds are allocated to the original payment methods.

We no longer offer new store credit as a standard change-of-mind return option. Existing credits and previously offered return entitlements remain honoured under their applicable terms.

Original delivery and gift-wrapping charges are not refundable for change-of-mind returns.

We do not charge a separate restocking fee for ordinary change-of-mind returns.

These conditions and deductions do not restrict your rights under Australian Consumer Law. Mirra trial returns follow the separate Mirra process and fee arrangements outlined below.

Faulty, Damaged, Incorrect or Misdescribed Items

If there is a problem with your item, email contactus@activeelite.com.au 

with your order details, a description of the issue and photographs where practical.

We may assess the item before determining the appropriate remedy.

For a major failure under Australian Consumer Law, you can choose a refund or replacement. For a minor failure, we will provide an appropriate remedy within a reasonable time. Further rights may apply if the problem cannot be remedied within a reasonable time.

Where a consumer-guarantee failure is confirmed, we will arrange return postage or reimburse reasonable return-postage costs.

The 30-day change-of-mind period, exclusions, tag requirements and change-of-mind fees do not limit these rights. Original packaging is not required for a consumer-guarantee claim.

Proof of Purchase

Please provide reasonable evidence that your item was purchased from Active Elite. This may include:

• A receipt, tax invoice or order confirmation.
• An order number we can verify.
• A bank or payment statement with sufficient information to identify the purchase.
• A gift receipt.

If you cannot locate your receipt, contact us with the information you have so we can try to find your order.

Gifts, Bonuses & Bundles

Refunds for eligible items purchased in a bundle are based on the discounted amount allocated to those items.

Before returning part of a bundle or promotional order, contact us. We will explain any applicable conditions disclosed with the original offer and confirm the refund calculation.

No deductions or conditions will be applied in a way that limits your rights under Australian Consumer Law.

How to Make a Return

1. Email contactus@activeelite.com.au with your order number or other proof of purchase, the items you wish to return and whether you prefer a refund or exchange.
2. For change-of-mind returns, contact us within 30 days of delivery.
3. We will confirm eligibility, applicable postage costs and return instructions.
4. Package your items securely and retain your tracking details and postage receipt.

Please contact us before posting so we can direct you to the correct return process.

If a change-of-mind return does not meet this policy’s conditions, we will explain why and discuss the next steps. Any charge for returning the items to you will be disclosed before dispatch.

Mirra trial returns must follow the separate Mirra process.

Processing times

We aim to assess and process returns within 5–10 business days of receiving them.

We will notify you of the outcome. Your bank or payment provider may require additional time for an issued refund to appear in your account.

Earlier Purchases

This policy applies to orders placed on or after 21 October 2026. For earlier purchases, we will honour the return terms and additional promises applicable when the order was placed.

Policy changes do not remove your rights under Australian Consumer Law.

Try Before You Buy with Mirra

Try Before You Buy is provided through Mirra, a third-party service.

Mirra trial orders follow a separate process for card authorisations, trial deadlines, order finalisation and returns. Please refer to our Try With Mirra FAQ page and the Mirra terms presented when you select the service.

Use the Mirra Customer Portal to finalise your trial and request trial returns.

A $12.00 fee applies to a Mirra trial order when any items are returned, whether you return some or all of the order. This covers return shipping, handling and processing.

We do not add the ordinary $12.00 prepaid-label fee to the same Mirra trial return. No trial return fee applies if you keep all items.

The ordinary 30-day change-of-mind period does not extend Mirra’s trial deadlines.

For items you have kept and paid for, subsequent change-of-mind return requests are assessed under this policy, with the 30-day period measured from delivery.

Mirra’s involvement does not remove Active Elite’s responsibilities for the products. Trial return fees do not apply where a return is required because an item fails to meet consumer guarantees under Australian Consumer Law.

Our Returns Address

Active Elite – Returns
8 Ophelia Crescent
Eatons Hill, QLD 4037
Australia

Please contact us for return instructions before sending your parcel.

Privacy

We use your order details and reasonable proof of purchase to verify return requests. If further information is needed, we will explain why and request only what is reasonably necessary.

Personal information is handled in accordance with our Privacy Policy.

Questions or Feedback?

Please email contactus@activeelite.com.au if you need help or would like us to review a return decision.

If a consumer dispute remains unresolved, you can seek assistance from your state or territory consumer protection agency, including the Queensland Office of Fair Trading.

Personal information provided during a return is handled in accordance with our Privacy Policy. 

You move. We support. Let’s keep going—together. 💖