Return Policy

Return & Exchange Policy — Active Fitness Canada


Overview

Most purchases are final sale. We do not accept returns or exchanges except in very limited cases:

  1. Damaged in transit / Defective on arrival (DOA), or

  2. Wrong item shipped.
    When eligible, our remedy is identical replacement or store credit at our sole discretion. Refunds are generally not provided.

Nothing in this Policy limits your rights under applicable Canadian consumer protection laws.

Eligibility Windows

  • Damage/DOA: You must contact us within 48 hours of delivery with photos.

  • Wrong item: You must contact us within 7 days of delivery, unopened and unused.
    Requests outside these windows are not eligible.

Strict Condition Checklist (all must be met)

  • Returned item (if authorized) is unopened, unused, in original, undamaged packaging with all tags, seals, manuals, parts, and accessories.

  • Serial numbers and security labels match our records and are untampered.

  • Item has not been assembled, installed, registered for warranty, or used with water/electricity.

  • Packaging is clean and unmarked (no tape or labels on retail box).

  • You provide proof of purchase, photos of the item and packaging, and our RMA number before shipping it.

  • You prepay and insure return shipping using our instructions. Shipments sent without an RMA will be refused.

Final Sale / Non-Returnable Items

  • Nutrition and supplements, food, beverages, powders, bars.

  • Personal care and hygiene products (e.g., massage guns attachments once opened, wearables, straps, mats, soft goods once packaging is opened).

  • Apparel that has been worn, washed, or missing tags.

  • Large equipment (e.g., treadmills, bikes, racks, benches, plates) once unboxed, assembled, or installed.

  • Clearance/Final sale, bundles (if any item is opened), special orders, custom/pre-orders, gift cards, digital goods, batteries, software/apps once activated, price-matched orders, and financed purchases except DOA/wrong item per above.

Restocking & Fees (if a return is authorized)

  • Up to 20–30% restocking fee, at our discretion.

  • Shipping fees are non-refundable. If we provide a prepaid label, its cost is deducted from any credit.

  • Refused/undeliverable packages are treated as returns (if eligible) minus two-way shipping and applicable fees.

  • Missing accessories, manuals, or damaged packaging may incur additional fees.

Process for DOA / Wrong Item

  1. Contact info@activefitnesscanada.com within the deadlines with order number, photos (product, serial label, inner/outer packaging), and description.

  2. Keep all packaging; carriers may require inspection.

  3. We may perform remote troubleshooting or request more evidence.

  4. Once approved, we provide an RMA and instructions.

  5. After verification, we ship an identical replacement. If identical stock is unavailable, we may issue store credit. (No upgrades or substitutions.)

Manufacturer Warranties

Many items are covered by manufacturer warranties. Warranty service is not a return; we may connect you with the manufacturer for repair/replacement per their terms.

Exchanges

We do not offer exchanges for size/fit or preference. Exchanges are limited to the identical item only when approved for DOA/wrong item.

Price Adjustments & Cancellations

  • We do not offer price adjustments on prior purchases.

  • Orders may be non-cancellable once placed. If cancellation is possible, a processing fee may apply. Shipped orders cannot be cancelled.

Refund Method (rare cases)

If a refund is issued (at our discretion), it will be to the original payment method only. For financed orders, refunds (if any) are processed via the financing provider’s policies. Allow 10–14 business days after inspection for processing.

Contact

Questions? Email info@activefitnesscanada.com (include your order number). We aim to respond within one business day.