UK Returns
If you are not satisfied with your purchase or need to return an item for any reason, please return your items to us providing they are in their original, reusable condition with all original packaging and tags intact within 14 days of receipt.
Refunds will normally be processed within three to five working days after the goods are returned and received by us, however this may take longer to appear on your account statement.
We don’t accept returns for unwanted items after the relevant returns period of 14 days. If you try to make a return, we will send it back to your default delivery address and ask you to cover the delivery costs.
Returned items are your responsibility until they reach us, so make sure they’re packed properly and can’t get damaged on the way! The parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us regarding your return
Faulty Items
If you find you have received faulty goods, please contact us sales@actr-online.com immediately and we will advise you on how to proceed. We take any faulty items seriously and will endeavour to resolve the problem as quickly as possible. To ensure we can help you as soon as possible, we advise including your order number in your email so that we can proceed without delay.
In the case of faulty footwear, tracksuits, gloves etc, you must make sure that all items included in the order are returned. If the item(s) are not deemed to be faulty, they may be treated as unwanted and therefore, charges may be applicable.
Once a faulty item has been processed, we will then proceed either to replace or refund your order, depending on how you instruct us to proceed.
Unwanted Items
Any unwanted items must be returned within 14 working days of receiving them.
Underwear cannot be exchanged or returned for a refund due to hygiene related reasons. If we receive any items of underwear, it will be sent back to you.
A download link for our returns form can be found ‘here’ Please contact us to start the returns process at sales@actr-online.com
Postal costs for any unwanted items are paid to be paid for by the customer.
All items must be returned in their original packaging with all swing tags & accessories included, otherwise, the item(s) are packaged in a postage or plastic bag. If this request is not met, the item(s) will be returned to you.
Items damaged during shipping may be considered as such and will be refused by ACT:R Online upon their arrival. Appropriate packaging will severely reduce the risk of this occurring.
Please use a signed for or tracked service to return your item(s). It is your responsibility to ensure the item reaches us safely and in good condition.
Please also note that under no circumstances should you write on or put tape or stickers on shoe boxes. If this is done, the item(s) will be returned to you and not refunded. If you have any questions, please don’t hesitate to contact us.
Incorrect Items
Please be aware that mistakes can happen. If you have received an incorrect item, please contact us via: sales@actr-online.com
We will resolve the issue either by fully refunding the item(s) or by correcting the order.
Please note: We require photographic proof for the incorrect item(s).
Refund And Exchange Policy
Exchanges can only be provided if an item is sent back in its original packaging, in an unworn condition and still including all additional packaging including swing tags, promotional items & documentation. Underwear cannot be exchanged or returned for a refund. If we receive any items of underwear, it will be sent back to you. We will only allow exchanges to be made if the item is returned to us within 14 days of you receiving your order.
Return postage costs are at the buyer’s expense. We will send the exchanged item out to you via a recorded or tracked service. If any additional exchanges are required after your first exchange, we will charge you postage for each occasion.
Please Note: In the case of any exchanges from outside of the UK, customers will have to pay for shipping costs to return items to us. The customer will also have to pay for the exchanged item to be shipped to their non-UK address. Before sending any items back to us for an exchange, please read and understand this policy then contact us to obtain a Returns/Exchanges form.
We strongly recommend that you obtain a proof of postage receipt to ensure that we can investigate any items that may be lost, damaged, or tampered with during transit. We cannot be held responsible for any mishaps during transit.
Once we have received an item for an exchanged, we aim to process it within 5 working days. For refunds, we aim to process the returned item within 2-3 working
days. If we have any queries or issues, we will contact you on the telephone number you provide on your Returns/Exchanges form.
All returned items are subject to checks when they are received by us to ensure they are in their original condition as sent, in their original bags and boxes.
Returned items must also be sent back with all original swing tags, any promotional materials that were included as well as documentation and anything specific to the product supplied by the product’s manufacturer.
Please note: We do not currently have any arrangements or agreements with the Post Office or any other parcel shops for customer collection. If you do give the address of a Post Office or parcel shop to collect your parcel from, you do so at your own risk.
If you cancel your order after it has been dispatched, you will be liable for the postage costs and you will need to follow our Returns Policy All items require a signature upon delivery. Once an item has been signed for and the delivery has been noted as complete, ACT:R Online will not accept any responsibility for missing items.
How To Return Items
Before sending anything back to us, you must complete a Returns/Exchanges form. Full instructions as well as the address to send your item(s) to are provided on the Returns/Exchanges form for your convenience. Anything sent back without a. Returns/Exchanges form will be subject to delays.
We strongly recommend that you obtain a proof of postage receipt.
We cannot be held responsible for any loss or damage during transit. All returned items are subject to checks when they are received by us to ensure that they are in their original condition. We also check that items come back to us in their original packaging or boxes and that they include all swing tags, accessories & documentation.
Once the refund process has been initiated, you will receive an email and/or telephone confirmation letting you know that it has been processed.
Please note: Refunds can take up to 5 days to appear on your bank statements.
Refunds
To return an item for a refund or an exchange please send them along with a returns form to:
Returns Department
ACT R Online
113 Riverwalk
Shopping City
Runcorn
Cheshire
WA7 2BX
United Kingdom
Tel: 01928 717778
Email: sales@actr-online.com
For more detailed information on our returns and exchange policy, please go refer to our Returns & Exchange policy
