Return & Refund Policy

You may request a return or exchange within 14 calendar days from the date your order is delivered in the UAE.

Items must be unused, unopened where applicable, in their original packaging, and accompanied by the order number or proof of purchase.

We accept returns for defective products, damaged products, incorrect items, and eligible non-defective items when the customer changes their mind.

For hygiene and safety, opened or used skincare, hair care, body care, cosmetics, personal care items, herbs, food, and pantry products can only be returned if they are defective, damaged, expired, or different from what you ordered.

Products that are opened, used, damaged after delivery, missing original packaging, custom-prepared, final-sale, or not in resaleable condition are not eligible for return unless required by UAE consumer protection rules.

Gift cards, delivery charges, cash-on-delivery service fees, and promotional free gifts are not refundable unless the return is caused by our error or a defective product.

If the product is defective, damaged, expired, or incorrect, Active Max will arrange the return collection at no extra charge.

For change-of-mind returns, the customer is responsible for the return courier cost. The exact collection fee will be confirmed before we arrange pickup.

After we receive and inspect the returned item, approved refunds are processed to the original payment method where possible.

Card refunds may take 5 to 10 business days after approval depending on your bank or payment provider. Cash-on-delivery refunds may be issued by bank transfer or store credit after customer confirmation.

Contact us within the return window at hello@activemax.ae or WhatsApp +971 50 000 0000 with your order number, item name, reason for return, and clear photos if the item is damaged, defective, or incorrect.

Please do not send items back before receiving return instructions from our customer care team.

Exchanges are accepted for eligible products when stock is available. If the replacement item costs more, the customer pays the price difference before dispatch.

If an exchange is not available, we may offer a refund or store credit after the returned product is approved.