Return & Exchange Policy
Effective Date: April 2026
At Activato, your absolute satisfaction is our highest priority. We meticulously curate and inspect every piece to ensure it meets our uncompromising standards of luxury and quality. However, we understand that sometimes an item may not be the perfect fit. Our privileged return and exchange process is designed to be as seamless and effortless as your shopping experience.
1. The Return Window
We gladly accept returns and exchanges within 14 days from the date of delivery. Any return requests made after this 14-day period will unfortunately not be accepted.
2. Conditions for Eligibility
To ensure a smooth return process, the item must meet the following strictly enforced criteria:
Pristine Condition: The item must be unused, unworn, unwashed, and unaltered in any way.
Original Tags & Packaging: All original brand tags, authenticity cards, dust bags, and protective packaging must be fully intact and attached as originally received.
Non-Returnable Items: For hygiene and personalized reasons, certain items are strictly non-returnable. These include intimate apparel, swimwear, grooming products, and customized or bespoke orders.
3. The Return Process: Step-by-Step
Returning an item with Activato is designed to be effortless:
Initiate the Request: Visit our Returns Center or contact our Client Concierge team via our Contact Us page. Please provide your order number and the reason for the return.
Receive Your Waybill: Once your request is approved, we will email you a prepaid return shipping label (waybill) and secure packaging instructions.
Dispatch: Print and attach the label to the original shipping box. You can either drop it off at the designated courier branch or request a complimentary home pickup.
4. Exchange Policy
To guarantee you receive the exact piece you desire before it sells out, our exchange process works as a direct return and re-order. If you wish to exchange an item for a different size or color, simply initiate a return for the original item for a full refund, and place a new, separate order for the desired item.
5. Refund Processing & Timelines
Inspection: Once your returned item reaches our regional fulfillment center, our Quality Assurance team will inspect it within 1 to 2 business days to ensure it meets our return conditions.
Refund Issuance: Upon approval, a refund will be immediately processed to your original method of payment.
Bank Processing: Please allow 5 to 10 business days for the credited amount to reflect in your bank account, depending on your financial institution's policies.
6. Return Shipping Costs
Change of Mind / Sizing: If you are returning an item due to a change of preference or incorrect size selection, a nominal return shipping fee will be deducted from your final refund amount.
Activato Guarantee: In the rare event that you receive a defective, damaged, or incorrect item, Activato will bear 100% of the return shipping costs. We will ensure a swift replacement or a full refund at absolutely no additional charge to you.
7. Damaged or Defective Items
If your order arrives damaged during transit, please take clear photographs of the outer packaging and the damaged item immediately. Contact our Client Concierge within 48 hours of delivery so we can swiftly resolve the issue.
8. Need Assistance?
Our dedicated Client Concierge team is always at your disposal to guide you through the process.
