Return and Refund Policy

At ActiveCart, your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations or you may change your mind. To ensure a smooth and hassle-free return experience, we’ve outlined our Return and Refund Policy in detail. Please read through it carefully.

1. General Return Guidelines

You may return most items purchased from ActiveCart within 3 days of delivery for a refund or exchange, provided they meet the eligibility criteria outlined below. The return window begins the day you receive the product.

To initiate a return, please contact our customer service team at [email protected] or through our website’s support page. We will provide you with a return authorization and instructions on how to proceed.

Eligibility Criteria for Returns

• The item must be returned in its original packaging, along with all original tags, manuals, and accessories.
• The product should be in its original, unused, and resalable condition.
• Items marked as "Final Sale" or "Non-returnable" are not eligible for returns.
• The return request must be made within 3 days of receiving the product.
• Items such as personal care products, undergarments, and customized or personalized items cannot be returned for hygiene or personalization reasons, unless they arrive damaged or defective.

Note: If the product has been used or shows signs of wear, ActiveCart reserves the right to refuse the return or issue a partial refund.

2. Return Process

Step 1: Submit a Return Request

To initiate the return process, visit our Return Center on the website or contact customer support at [email protected]. You will need to provide your order number, a brief explanation for the return, and photos of the item if applicable.

Step 2: Return Authorization

Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and return instructions. Items sent back without prior authorization may not be accepted.

Step 3: Shipping the Return

Please package the product securely in its original packaging, include all original tags and accessories, and clearly mark the RMA number on the return package. The return shipping address will be provided in the return instructions.

• Customer Responsibility: Unless the item was delivered damaged or defective, customers are responsible for return shipping costs.
• Prepaid Return Labels: In certain cases, ActiveCart may provide a prepaid return label. The cost of return shipping will be deducted from the refund unless the return is due to a shipping error or defective item.

Step 4: Inspection and Refund

Upon receiving the returned item, ActiveCart will inspect it to ensure it meets the return eligibility criteria. If approved, the refund will be processed to the original payment method within 7-10 business days.

3. Non-Returnable Items

Certain items are not eligible for returns due to hygiene, health, or customization reasons. These include:

• Personal care items (e.g., skincare, hair products)
• Undergarments and swimwear
• Customized or personalized products
• Perishable goods (e.g., food, flowers)
• Gift cards
• Digital downloads or software products

Please note: Products marked as "Final Sale" or "Clearance" cannot be returned or exchanged unless they are defective or damaged upon arrival.

4. Damaged or Defective Products

If you receive a damaged, defective, or incorrect item, you are entitled to a full refund or replacement at no additional cost.

Procedure for Damaged or Defective Products:

• Contact us within 3 days of receiving the item, including a description and photo of the damage or defect.
• We will issue a return shipping label and arrange for a prompt exchange or full refund.
• For incorrect items, we will arrange for the correct product to be sent and cover all return shipping costs.

5. Refund Process

Refunds will be issued to the original payment method (credit card, PayPal, etc.) within 7-10 business days after the returned item is received and inspected. Refund times may vary depending on your financial institution.

Refund Timeline:

• Once your return is received and inspected, you will be notified via email.
• If approved, refunds will be processed within 7-10 business days.
• You may receive a partial refund if the item is not returned in its original condition, has missing parts, or shows signs of use.

Shipping Charges:

Shipping costs paid at the time of purchase are non-refundable, except in cases of damaged or incorrect items.

Partial Refunds:

• Items returned after 3 days (if allowed by customer service) may qualify for a partial refund.
• Products not in their original condition, missing accessories, or damaged due to customer misuse may only receive partial refunds or be denied a refund altogether.

6. Exchanges

If you would like to exchange an item for a different size, color, or product, the fastest way is to return the item following our return process and place a new order for the desired item. This ensures you receive the replacement quickly, and we will process the return as a separate transaction.

7. International Returns

International returns follow the same guidelines as domestic returns, but customers are responsible for covering the cost of international return shipping unless the product was damaged or defective upon arrival.

Customs Fees:

Refunds will not cover any customs duties, taxes, or fees paid for international orders.

8. Return Fraud Prevention

To maintain a fair return process for all customers, ActiveCart reserves the right to refuse returns if misuse of our return policy is detected. This includes:

• Repeated returns of used items
• Returns that do not meet our eligibility criteria
• Evidence of product tampering or damage caused by the customer

Accounts flagged for fraudulent returns may be suspended or terminated at ActiveCart's discretion.

9. Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

1. Check Your Bank Account: Refunds can take time to process, and delays may occur based on your financial institution’s policies.
2. Contact Your Credit Card Company: Some banks take longer to post refunds.
3. Contact Your Bank: There is often a processing period before a refund is posted.
4. Contact Us: If you’ve done all of the above and still haven’t received your refund, please contact us at [email protected].

10. Contact Us

If you have any questions regarding our Return and Refund Policy or need further assistance with a return or refund, please feel free to contact our customer support team:

ActiveCart Customer Support
Email: [email protected]
Phone: +88 0197 1211 333
Address: Rupayan Trade Center 114, Kazi Nazrul Islam Ave., Dhaka 1205