Refund policy

ActiveHaul | Global Refund & Return Policy

1. General Governance

This policy is governed by international e-commerce standards, aligned with the U.S. Federal Trade Commission (FTC) guidelines and OECD consumer protection recommendations. By purchasing from ActiveHaul, the consumer enters into a binding contract acknowledging these terms.

2. 30-Day "Factory Sealed" Return Window

We offer a 30-day return window for items in their Original, Unopened, and Factory-Sealed condition.

  • The Integrity Rule: As we operate with high-performance logistics, any violation of the original packaging (including removal of shrink wrap, security seals, or adhesive tapes) constitutes "use" of the product.

  • Ineligibility: Products returned with opened packaging will be denied a refund as they can no longer be sold as "New" under international trade standards.

3. Mandatory Technical Inspection (Zendrop Logistics Center)

All returns must be shipped to our authorized logistics partner in the United States (Zendrop).

  • The Verification Process: Upon arrival at our U.S. facility, every item undergoes a mandatory forensic inspection.

  • Denial Criteria: If the inspection detects any sign of use, superficial damage, or missing original components, the refund will be automatically denied. The technical report from our provider is final and binding.

4. International Return Shipping & Fees

  • Buyer’s Responsibility: In accordance with global trade practices, the costs of international return shipping to our U.S. warehouse are borne entirely by the consumer.

  • Restocking Fee: A 20% Restocking Fee will be applied to all approved returns for "change of mind" or "personal preference" to cover the operational costs of inspection and re-warehousing in the United States.

  • Non-Refundable Costs: Original shipping fees and any import duties/taxes paid by the consumer are non-refundable.

5. Defective or Damaged Items

For items that are functionally defective or damaged during transit:

  • A clear video proof must be sent to support@activehaul.shop within 7 days of delivery.

  • Once the defect is verified by our technical team, we will coordinate a replacement at no extra cost. This is the standard remedy to ensure customer satisfaction without compromising global logistics.

6. How to Initiate a Return

Do not send items back to the sender address on the package. To receive the official RMA (Return Merchandise Authorization) and the specific U.S. return address, contact our legal support team at support@activehaul.shop.