Refund Policy

At Active Merchant, we stand behind the quality of our products. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds on purchases made through our platform.

1. General Return Policy

1.1 Return Window

Products may be returned within 30 days of delivery for a full refund or exchange, subject to the conditions outlined in this policy.

1.2 Condition Requirements

To be eligible for a return, products must meet the following criteria:

• Unused and in original condition
• In original packaging with all accessories, manuals, and documentation
• No signs of installation, mounting, or modification
• Include original proof of purchase or order number

2. Return Process

2.1 Initiating a Return

To initiate a return, please contact our customer service team with the following information:

• Order number
• Product name and SKU
• Reason for return
• Photos of the product and packaging (if damaged or defective)

2.2 Return Authorization

Our team will review your request and, if approved, provide you with:

• Return Merchandise Authorization (RMA) number
• Return shipping instructions
• Prepaid shipping label (for defective items or our errors)

Do not ship products back without an RMA number. Returns without authorization may not be processed.

2.3 Shipping Returns

Package items securely in original packaging. Include your RMA number prominently on the outside of the package. Ship using a trackable shipping method and retain your tracking number.

3. Refund Processing

3.1 Inspection Period

Once we receive your returned item, we will inspect it within 3-5 business days. You will receive an email notification once inspection is complete.

3.2 Refund Method and Timing

Approved refunds will be processed using your original payment method:

• Credit/Debit Cards: 5-10 business days from approval
• ACH/Bank Transfer: 7-14 business days from approval
• Wire Transfer: Contact us for processing timeline

3.3 Partial Refunds

Partial refunds may be issued in the following situations:

• Product shows obvious signs of use
• Product is returned without original packaging
• Product is missing accessories or documentation
• Product is damaged due to mishandling (not in transit)

4. Bulk Order Returns

4.1 Special Conditions

Returns on bulk orders (orders meeting MOQ thresholds) are subject to additional conditions:

• Must be initiated within 14 days of delivery
• May be subject to a restocking fee of 15-25%
• Custom or specially ordered items may not be returnable
• Partial returns from bulk orders must maintain MOQ pricing integrity

4.2 Custom Orders

Products specially ordered or customized for your business are generally not returnable unless defective or damaged. Contact us to discuss options for custom order issues.

5. Defective or Damaged Products

5.1 Reporting Damage

If you receive a defective or damaged product, report it within 7 days of delivery. Provide:

• Photos of the damage
• Photos of the packaging
• Description of the defect or damage
• Order number and product details

5.2 Our Responsibility

For defective or damaged products:

• We provide prepaid return shipping labels
• Full refund or replacement at no cost to you
• No restocking fees apply
• Expedited replacement shipping when available

6. Shipping Costs

6.1 Customer Responsibility

For standard returns (non-defective, change of mind), customers are responsible for return shipping costs unless otherwise stated.

6.2 Our Responsibility

We cover return shipping costs when:

• Product is defective or damaged
• Wrong item was shipped
• We made an error in your order

6.3 Original Shipping Fees

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

7. Exchanges

7.1 Exchange Process

We accept exchanges for different products or sizes within the same return window. The exchange process follows the same authorization procedure as returns.

7.2 Price Differences

If exchanging for a higher-priced item, you will be charged the difference. If exchanging for a lower-priced item, the difference will be refunded.

8. Non-Returnable Items

The following items cannot be returned unless defective:

• Custom-ordered or personalized products
• Products marked as "Final Sale" or "Non-Returnable"
• Software or digital products once accessed
• Items showing signs of installation or permanent mounting
• Clearance or discontinued items (unless defective)

9. Warranty Claims

Manufacturer warranty claims should be directed to the manufacturer. Active Merchant will assist in facilitating warranty claims when possible but is not responsible for manufacturer warranty fulfillment.

Warranty periods and coverage vary by product. Refer to manufacturer documentation included with your product.

10. Cancellations

10.1 Before Shipment

Orders can be cancelled free of charge before shipment. Contact us immediately if you need to cancel an order.

10.2 After Shipment

Once an order has shipped, standard return procedures apply. You may refuse delivery, but return shipping costs may still apply depending on the shipping method.

10.3 Bulk Order Cancellations

Bulk orders may be subject to cancellation fees if materials have been ordered or production has begun. Contact us immediately if you need to modify or cancel a bulk order.

11. Restocking Fees

Restocking fees may apply in the following situations:

• Standard Returns: No restocking fee
• Bulk Order Returns: 15-25% restocking fee
• Opened/Used Items: Up to 25% restocking fee
• Missing Components: Cost of missing items deducted
• Damaged Packaging: Up to 15% restocking fee

12. International Orders

Currently, Active Merchant ships within the United States only. International return policies will be established as we expand shipping capabilities.

13. Contact for Returns

For all return inquiries, please contact our customer service team. We're here to make the return process as smooth as possible.