Returns & Refund FAQs:

FAQ: How do I return for refund or exchange an item?

Returns for a full refund, or an exchange are accepted within 14 days from the day you received your goods. If it is beyond 14 days since you received your goods we cannot accept returns for a refund or exchange.

Here is our current return and refund process:

  1. Please ship the items to our address below in London, UK.
  2. Submit us an email request here: support@kickactive.com and send us return proof in the form of the tracking number for the postage back to our store.
  3. Once the items have been received back to us we will process a full refund, or order an exchange item within the next 10 days (usually much sooner).

Note: If the product(s) do not get back to store or are deemed “lost”, then we will not, in any way, offer a refund, or exchange the goods. This is why you are strongly advised to take out a proof of postage tracking number when sending back to store.

FAQ. Who pays for the postage of goods back to your store?

–> We refund you fully for UK and EU postages + tracking back to our London warehouse, as long as you show us proof of postage receipt + tracking receipt.

–> However, we are sorry, for International orders “outside Europe”, i.e. USA, Canada & Australia, we do not pay the returns postage fee back to our London store. The buyer must bear the returns postage fee. On receipt of the goods, we will of course exchange or give you your refund.

Returns must be shipped to the following United Kingdom address together with your name and address clearly marked on the back of the parcel:

Box 1358 (KickActive)

Kemp House

152 City Road

London

EC1V 2NX

United Kingdom

Please send us a support request here if you have any further questions on Returns: support@kickactive.com

FAQ: How do I cancel an order if I think I’ve made a mistake?

If you have just ordered a product(s) and you wish to cancel, then please send us an email: support@kickactive.com to see if we can process that request immediately.

We “may” be able to cancel the order asap – but we cannot promise this. If the order is fully processed then you must go through receiving the product and then go through the full Returns process above to recoup your costs.

We have your interest at heart and will do our utmost to cancel it for you – we just cannot promise anything.

For further questions on Returns etc. please contact us: support@kickactive.com