Refund policy
We want you to be confident when ordering from ActiveMist. This page explains how returns and refunds work if you need to send an item back.
Our Approach
At ActiveMist, every order is carefully prepared and quality checked before it leaves us.
We want every customer to have a great experience with our products. If something is not quite right with your order, we will always do our best to resolve it quickly and fairly.
14-Day Returns
If you change your mind about your purchase, you may request a return within 14 days of receiving your order, in line with UK distance selling regulations.
To be eligible for a return:
• The item must be unused and unopened
• The product must be returned in its original packaging and condition
• The return request must be made within 14 days of delivery
Due to the personal nature of fragrance products, we cannot accept returns for items that have been opened, used, or tested, unless the item is faulty.
Scent Preference
Fragrance is a personal experience and scent perception can vary from person to person.
Returns cannot be accepted based on personal preference or scent expectations once a product has been opened or used.
We recommend reviewing the scent notes and product descriptions carefully before placing your order.
Damaged, Faulty, Or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery so we can resolve the issue quickly.
Please email support@activemist.co.uk and include:
• Your order number
• A brief description of the issue
• Photos of the product and outer packaging
Once reviewed, we will arrange an appropriate solution, which may include a replacement or refund.
Delivery Damage
If the outer packaging appears damaged on arrival, we recommend taking photos of the parcel before opening it.
This helps us resolve courier claims quickly and arrange a replacement where necessary.
Delivery issues should be reported within 48 hours of receiving your order.
How To Start A Return
To request a return, please contact:
support@activemist.co.uk
Include your order number and the reason for the return.
If your return is approved, we will provide instructions for returning the item.
Returns sent without prior approval may not be accepted.
Return Shipping
Unless the product is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a tracked delivery service, as ActiveMist cannot be responsible for items lost during return transit.
Non-Returnable Items
The following items cannot be returned unless faulty:
• Opened fragrance products
• Used items
• Products returned without original packaging
• Items returned outside the 14-day return window
Refused Returns
ActiveMist reserves the right to refuse returns that do not meet the conditions outlined in this policy.
Items returned that show signs of use, damage, or missing packaging may be returned to the sender without a refund.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to the original payment method used for the purchase.
Please allow 5–10 working days for the refund to appear in your account depending on your payment provider.
Original shipping costs are non-refundable, unless the item was faulty or incorrect.
Exchanges
We currently do not offer direct exchanges.
If you would like to try a different scent, please place a new order after your return has been processed.
Our Commitment
ActiveMist is designed to move with you — and our service should too.
Every order is carefully checked before it leaves us. If something arrives damaged, incorrect, or not as expected, we will work quickly to resolve the issue.
Your experience matters as much as the product itself.
Order Cancellations
Orders are processed quickly to ensure fast dispatch.
If you need to cancel or amend your order, please contact us as soon as possible at:
support@activemist.co.uk
If your order has not yet been dispatched, we will do our best to cancel it and issue a full refund.
Once an order has been processed or dispatched, it can no longer be cancelled and must instead follow our Returns & Refunds Policy.
Contact
If you have any questions about your order or this policy, please contact:
support@activemist.co.uk