Refund policy
At EDFY Active Official Store, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help — within fair and transparent conditions.
Please read this policy carefully before requesting a return or refund.
1. Eligibility for Returns
You may request a return within 14 days of receiving your order, in accordance with EU consumer law, provided that:
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The item is unused, unworn, and unwashed
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The item is in original condition
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All original tags and packaging are intact
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The item shows no signs of wear, damage, stains or odors
For hygiene and quality reasons, we cannot accept returns of items that do not meet these conditions.
2. Non-Returnable Items
The following items are not eligible for return or refund:
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Items marked as Final Sale
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Items purchased during clearance or promotional sales (unless defective)
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Gift cards
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Items damaged due to misuse or improper care
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Items returned without prior authorization
3. How to Request a Return
To start a return, please contact us at:
Include:
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Your order number
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The item(s) you wish to return
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Reason for return
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Photos (if the item is defective or incorrect)
Returns sent without approval may not be accepted.
4. Return Shipping
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Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
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We strongly recommend using a tracked shipping service, as we are not responsible for lost return shipments.
5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds are issued to the original payment method
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Processing time: 5–10 business days
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Original shipping fees are non-refundable
Please note that banks or payment providers may take additional time to post the refund.
6. Exchanges
At this time, we do not offer direct exchanges.
If you wish to exchange an item:
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Return the original item following this policy
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Place a new order for the desired item
This ensures faster processing and stock availability.
7. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with photos and your order number.
We will assess the issue and offer:
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A replacement, or
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A full refund (including shipping, where applicable)
8. Late or Missing Refunds
If you haven’t received your refund:
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Check your bank account
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Contact your card issuer or payment provider
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If the issue persists, contact us at edfyactive@gmail.com
9. Right of Withdrawal (EU Customers)
If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
Returned items must meet the conditions described in this policy.
You are responsible for return shipping costs unless the item is faulty.
10. Contact Us
If you have any questions about returns or refunds, contact us:
Email: edfyactive@gmail.com
Address: Praceta Bombadinca, Amora, PT-15, 2845-018, Portugal
