Return policy
1. Product Inspection Policy
To ensure consumer rights and enhance the quality of after-sales service, Active Life Global will assist customers in exchanging for a new product, or returning the product and refunding the product cost (but not refunding shipping or delivery fees, if any).
Time of Inspection:
Active Life Global allows customers to jointly inspect the product with the delivery staff at the time of receipt.
After receiving the product, if the customer inspects it and discovers an error, they can contact the customer service department for assistance with exchange or return. Please note: customers should record a video while opening the package for necessary verification.
Scope of Product Inspection:
Customers are allowed to check the exact quantity of products received, compare and verify that the products received match the actual image of the product ordered on the order after confirmation by Active Life Global staff.
Absolutely no unwrapping or trying the product.
2. Return Regulations
The delivered goods do not match the type or model ordered by the customer.
The quantity is insufficient, or the set is incomplete as stated in the order.
The external condition is affected, such as peeling, breakage, occurring during transportation, etc.
The quality is unacceptable, such as: expired, out of warranty, non-functional. Objective damage within the warranty scope of the supplier, manufacturer, etc. The maximum time to process a return is within 24 hours from the time of confirmation with the customer. The customer must return the complete product + accessories + related documents.
Note: Please retain all documents when transacting with Active Life Global staff for necessary verification. Keep the product 100% new and in its original condition. To qualify for the 1-for-1 exchange or return policy within 3 days, please inspect the goods and sign-off on the condition with Active Life Global staff immediately upon receipt. If any of the above cases are detected, you can discuss directly with Active Life Global staff or contact us within 24 hours via the Customer Service hotline: 097 987 45 54.
** Note: Please retain all documents when transacting with Active Life Global staff for necessary verification. Keep the product 100% new and in its original condition to enjoy the exclusive 1-for-1 exchange policy available only at Active Life Global.
3. Exchange Regulations
If the customer discovers a product defect, the customer is allowed to request an exchange within 3 days from the date of receipt.
The product will be 100% NEWLY EXCHANGED immediately within 3 days from the date of delivery if the fault is due to the manufacturer or incorrect delivery, and the product is still in its original 100% new condition. Active Life Global will resolve this in just 5 minutes immediately after confirming the product condition with the customer.
EXCHANGE FOR A DIFFERENT PRODUCT of equivalent value within the first 30 days of use if a manufacturer's defect occurs and cannot be immediately resolved by a technician, and the product is still in its original 100% new condition.
The product will be EXCHANGED FOR AN EQUIVALENT PRODUCT throughout the warranty period (According to the regulations of 12 – 24 – 36 months) when the product is damaged due to a manufacturer's fault that cannot be repaired, there are no replacement parts, or the wait for replacement parts is excessively long. Active Life Global will immediately exchange it for another equivalent product.
For some special or specialized products where no equivalent product is available for exchange, and there is a wait for parts to arrive or the product must be sent abroad for repair, Active Life Global will lend another device for the customer's use.
** Note: Please retain all documents when transacting with Active Life Global staff for necessary verification. Keep the product 100% new and in its original condition to enjoy the exclusive 1-for-1 exchange policy available only at Active Life Global.
Active Life Global will not accept exchanges/returns when:
For distributors without supporting documents or a purchase invoice.
Products that are prone to wear and tear, devices that are cut, broken, have missing packaging, or incomplete accompanying accessories.
Products that are scratched, dirty, or stained (the product must remain 100% intact according to manufacturer standards).
The customer wishes to change the product type or model but has not given prior notice.
The customer personally affects the external condition, such as tearing the packaging, peeling, breakage, etc.
The customer operates the product incorrectly, causing damage to the goods.
The customer does not comply with the requirements to receive the warranty.
The customer has inspected and signed for the condition of the goods but does not provide feedback within 24 hours from the time of signing.
* Note: Exchanges and repairs will be carried out strictly according to the regulations of the supplier, manufacturer, or the authorized warranty center of that supplier or manufacturer.
For any questions or complaints regarding exchanges and warranties, please contact the hotline 097 987 45 54 for the best support. Thank you sincerely for your trust and cooperation.