Returns & Refunds Policy

Last Updated: June 2026

At Be Active UK, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and the process for returning products purchased from our website.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 days of receiving their goods for any reason.

To exercise this right, you must notify us in writing within 14 days of receiving your order.

Once you have notified us, you have a further 14 days to return the goods.

In addition to your statutory rights, Be Active UK accepts eligible returns of both defective and non-defective products within 30 days of delivery, subject to the conditions below.

Return Eligibility

To be eligible for a return:

  • Items must be unused and in a resalable condition.

  • Products must be returned with all original packaging, accessories, manuals, and components where applicable.

  • Goods must be securely packaged to prevent damage during transit.

  • Proof of purchase or order number must be provided.

  • Returns must be initiated within 30 days of delivery.

  • Items showing signs of use, damage, modification, assembly, or missing parts may not be accepted.

We reserve the right to make a deduction from any refund if the value of the goods has been reduced due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Exchanges

Exchanges are available for eligible products returned in new condition within 30 days of delivery.

You may exchange an item for the same product or an alternative product of equal value. Where the replacement product differs in price, the difference will be charged or refunded accordingly.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Photographs showing the damage or fault

Where a product is confirmed as faulty, damaged in transit, or incorrectly supplied, we will arrange a repair, replacement, or full refund in accordance with your statutory consumer rights.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Made-to-order or personalised products

  • Products sealed for hygiene reasons that have been opened after delivery

  • Gift cards and digital products

  • Any product specifically marked as non-returnable on the product page

Return Shipping Costs

All returns and exchanges must be authorised by contacting us before sending goods back.

Be Active UK covers the return shipping costs for all approved returns and exchanges.

If an item is faulty, damaged, or supplied in error, we will arrange a replacement, repair, or refund as appropriate.

For larger items or fitness equipment, specialist collection may be required. Where applicable, our customer service team will provide collection instructions and arrange suitable return transportation.

We recommend securely packaging all returned goods and retaining any tracking information provided until your return has been successfully processed.

Refunds

Once your return has been received and inspected, we will notify you of the outcome by email.

Approved refunds will be processed to the original payment method used for the purchase.

Refunds are typically processed within 5–10 business days, although your bank or payment provider may take additional time to credit your account.

Original delivery charges will be refunded where required under UK consumer law. Additional delivery upgrades selected at checkout are non-refundable.

Order Cancellations

Orders may be cancelled within 24 hours of being placed by contacting our customer service team.

If an order has already been processed or dispatched, it may no longer be possible to cancel it and the order will instead be subject to this Returns & Refunds Policy.

How to Start a Return

To request a return, please contact:

Be Active UK
A trading name of CA Ecommerce Ltd

Email: info@beactiveuk.co.uk

Please include:

  • Your order number

  • Your full name

  • The item(s) you wish to return

  • The reason for the return

  • Photographs if the item is damaged or faulty

Contact Information

Be Active UK
A trading name of CA Ecommerce Ltd

Office 18785
182-184 High Street North
East Ham
London
E6 2JA

Email: info@beactiveuk.co.uk

Phone: 0330 520 0653

Company Registration Number: 16199039

Business Hours:

Monday – Friday: 10:00am – 6:00pm
Saturday – Sunday: Closed
Public Holidays: Closed

Consumer Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.

Policy Updates

Be Active UK reserves the right to amend this policy at any time. Any changes will take effect immediately upon publication on our website.