For a goodwill refund or exchange* items must be unused and returned in the original packaging and in a re-saleable condition within 21 days of receipt of your goods. Please ensure your items are accompanied by a completed returns form (see below on how to complete returns form).
Cancelling an order
Should you wish to cancel an order, in most cases you have the legal right to do this within 7 working days of receiving the order. However, this does not apply to perishable goods where seals have been broken.
If you wish to cancel, you must inform us in writing, quoting your order number, within 7 working days following the day you received the goods and you must also take reasonable care of the goods. What do we mean by reasonable care? We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.
If you cancel an order we will require that you return the goods to us in good time, with the original packaging and at your own expense to the address below. If your require assistance in returning a large order, we can offer a collection service. Please enquire as to its cost with our customer services team.
All of our products come with the standard manufacturer's warranty. If any product we supply is not up to standard due to a manufacturing defect we will provide you with a refund, replacement or repair. Simply call us on 08452 702017 and we will arrange everything for you.
Please ensure that you inform us as soon as possible after receiving your goods of any damage to avoid any delays in receiving a replacement or refund. Due to the highly technical nature of the products we sell, in the event that the product has been used at least once, we will need to send it to the manufacturer to confirm that the product defect is due to a manufacturing fault - our suppliers will always come back to us within 28 days maximum (normally much quicker) and we will get in contact with you on hearing their findings.
What if I have received my parcel, but they were not the goods ordered?
Mistakes are rare, but they do happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please contact Customer Services on 08452 702 017, where one of our advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it. Customers must always send back their order with an accompanying returns form - this will ensure we can process your return quickly.
Should you wish to return a non-faulty product for an exchange, the following applies:
A full refund will be given (less postage) or exchange goods sent out upon receipt of the goods. We will, however, refund the postage back to you if the need for an exchange is as a result of a mistake made by us (e.g. we sent out the incorrect item).
You must take reasonable care of the goods whilst they are in your possession, and as such should not use them to an extent beyond what would be reasonable if examining them in a shop before purchase.
The goods must be returned to us within 21 days of receipt, in the original packaging and with all the original labels attached and at your own expense to the address below.
Should you wish to exchange an item we will charge you postage to send you your exchanged item, even if the item is over £50.
How do I make a return?
In order to make a return, simply email us on Gatorade@activinstinct.com or call us on 08452 702 017 and we will email/send you a returns form to fill in and send back with your items.
We do strongly recommend that if you do send something back to us, you use a recorded delivery service and retain your proof of sending in case it gets lost in transit. This means that if your parcel is lost in the post you will then be able to claim from the carrier for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then we will not accept responsibility if the parcel is lost or damaged.
4 Hertsmere Industrial Park,
Telephone: 08452 702 017
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.
*(i.e where there is no legal right to a refund or exchange under the Distance Selling Regulations or otherwise).