Refund Policy
Changed your mind about a purchase?
We greatly value our customers and are proud of our exceptional customer care. If you changed your mind about a purchase or if you run into a problem with one of our products, there are a couple of things that you can do:
1. Changing or cancelling an order:
We understand that there are times when we change our minds after placing an order. If you wish to modify or cancel your order, please contact us promptly at welisten@activedeo.com . Once an order has been shipped, we are unable to offer free refunds.*
2. Missing or damaged items:
Should you receive damaged items or should an item be missing, please notify us within 7 days upon receipt. We will ask you to submit a picture of the damaged item/shipping box. Proof of damage will make it easier for us to make a claim with the delivery service.
Always contact our customer support first, before sending an item back to us.
3.1 Returning an item - Australian Customers:
You can always return items to us for a refund within 28 days from the date of delivery. Please make sure that you've read and understood the following terms and conditions:
- Always contact our customer support first at welisten@activedeo.com, before sending an item back to us.
- You have 28 days from the date of delivery to notify us of your intention to return an item, and you must post the return shipping within seven days after notifying us.
- The item must be in an unused/resellable condition. Please be mindful that some of our products are temperature-sensitive and may be damaged when transported in hot weather.
- Shipping costs are non-refundable. For orders that meet the free shipping threshold, a shipping and handling fee of $10 applies. You are responsible for the return postage.
- You may send items back to us in their original or your own packaging via registered or unregistered postal services. We recommend registered shipping with Australia Post for peace of mind. Please visit your local Australia Post office for advice on postage rates.
- Following the inspection and satisfactional condition of the returned items we will process your refund. If the returned items are used or damaged we reserve the right to decrease or void the refund amount.
- We will utilise the same payment method that was used during checkout to process refunds. The refunded amount can take up to 10 business days to show up in your bank account.
- If an item is faulty or does not meet consumer guarantees, you may be entitled to a repair, replacement, or refund. In such cases, we will cover the shipping and handling fees.
- This returns policy does not affect your rights under the Australian Consumer Law.
- Please note: 'Final Sale' items, and orders from business customers are excluded from returns.
3.1 Returning an item - Customers Outside of Australia:
We do not accept returns for change of mind or unwanted items for international orders. However, if an item arrives damaged or faulty, please contact our customer support team at welisten@activedeo.com within 7 days of delivery.
- We will ask you to submit a picture of the damaged item/shipping box. Proof of damage will make it easier for us to make a claim with the delivery service.
- We will offer a replacement or refund for damaged or faulty items.
This policy does not affect your rights under Australian Consumer Law.
4. Mediation Service:
If you are dissatisfied with any of our products, we encourage you to reach out to us. We have a strong track record of resolving issues and making things right for our customers. Our goal is to find a solution that satisfies you, while also acknowledging the rights granted by Australian law for product warranty.
Looking for something else? Try our FAQ or get in touch with our customer service at welisten@activedeo.com.
*Cancelling an order of $75 or more incurs a cancellation fee of 3% of the order value. Please be aware that shipping costs are non-refundable. In the case of free shipping, for refunds, a $10 shipping and handling fee will be deducted from the refund amount.