Refund policy

We have a 30-day claims policy, which means you have 30 days after receiving your item to contact us about any issues.

 
Returns
As we work with fulfilment partners across multiple locations, we do not accept physical returns. For damaged, faulty, or incorrect items, please contact us at active.skinlab@activetheory.com with photos within 30 days and we'll arrange a refund(store credits will be given upon authorization of refund/return request). Opened skincare products cannot be returned for hygiene reasons.

You can always contact us for any return question at active.skinlab@activetheory.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned. Our policy describes that skincare products cannot be returned for hygiene reasons: For health and hygiene reasons, we do not accept returns on opened or used skincare products. If your order arrives damaged, faulty, or incorrect, contact us at active.skinlab@activetheory.com within 30 days with a photo and we'll arrange a replacement or refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
Once your claim has been reviewed and approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank to authorize and approve the request.