Our Promise to YouWe want you to love every bite. If you're not completely satisfied with your Active Bites purchase, we'll make it right — whether that's a flavour swap, a replacement, or a full refund. No hassle, no fuss.
1. Taste Guarantee
We're so confident you'll love Active Bites that we offer a 30-Day Taste Guarantee on all first-time purchases. If you try Active Bites and genuinely don't enjoy the taste, we'll offer you one of the following:
A free swap to a different flavour of your choice
A store credit for the full purchase amount
A full refund to your original payment method
The Taste Guarantee applies to your first order only. To claim, simply contact our team within 30 days of receiving your order. You do not need to return the product — we trust your feedback.
2. Return Eligibility
Under UK consumer law and our own returns policy, you have the right to return Active Bites products under the following conditions:
Eligible for Return
Unopened, sealed products in their original packaging
Items returned within 30 calendar days of delivery
Products that arrived damaged, defective, or incorrect
Items that are past their "best before" date on arrival
Orders where the wrong flavour or size was dispatched
Not Eligible for Return
Opened products (unless covered by Taste Guarantee or defective)
Products returned after 30 days from the delivery date
Items damaged through misuse, improper storage, or negligence by the customer
Free promotional items, samples, or gifts with purchase
Gift cards (non-refundable once activated)
3. How to Return
To initiate a return, please follow these steps:
Step 1: Contact Us
Email [email protected] or use the contact form on our website. Please include your order number, the reason for return, and your preferred resolution (refund, exchange, or credit).
Step 2: Receive Return Authorisation
We'll respond within 1 business day with a Return Merchandise Authorisation (RMA) number and a prepaid return label for UK orders. Do not send items back without an RMA — unauthorised returns may not be processed.
Step 3: Pack & Ship
Pack the item(s) securely in the original packaging if possible. Attach the prepaid return label provided. Drop the parcel at your nearest Royal Mail collection point or arrange a collection via the link in your RMA email.
Step 4: Refund Issued
Once we receive and inspect the returned item(s), we'll process your refund within 3–5 business days. You'll receive a confirmation email once the refund has been initiated.
4. Refund Process & Timelines
Refunds are processed to the original payment method used at checkout. Here are the expected timelines once we've received and inspected your return:
Credit/Debit Card: 3–5 business days for the refund to appear on your statement
PayPal: 1–2 business days
Klarna (Pay in 3): Outstanding instalments are cancelled; any payments already made are refunded within 5–7 business days
Store Credit: Issued immediately upon approval — delivered via email as a unique discount code with no expiry date
Refunds include the full product cost. Original shipping charges are refunded only if the return is due to an error on our part (wrong item, defective product, etc.). If you used a discount code on your original order, the refund will reflect the amount actually paid.
Please NoteIf your refund hasn't appeared after the timelines above, please first check with your bank or card provider, as processing times may vary. If you still haven't received it after 10 business days, contact us at [email protected] and we'll investigate immediately.
5. Subscription Cancellations
Our Subscribe & Save programme is completely flexible — there are no minimum commitments, no lock-in periods, and no cancellation fees.
Pause: Pause your subscription at any time from your account dashboard. Your subscription will remain active but no further orders will be dispatched until you resume.
Skip: Skip your next scheduled delivery without cancelling. Your subscription continues on the following cycle.
Cancel: Cancel your subscription at any time. Cancellations must be made at least 48 hours before your next scheduled dispatch to avoid being charged for the upcoming order.
Refunds on Subscription Orders: If a subscription order has already been dispatched, it falls under our standard 30-day returns policy. Orders that have not yet been dispatched can be cancelled for a full refund.
To manage your subscription, log in to your account at activebites.co.uk/my-account or contact us directly.
6. Damaged, Defective, or Incorrect Goods
If your order arrives damaged, defective, or incorrect, we sincerely apologise and will resolve it as quickly as possible. In these cases:
You do not need to return the product (we may ask for a photo as evidence)
We will dispatch a replacement immediately at no extra cost, or issue a full refund — your choice
If a replacement is sent and also arrives damaged, we will issue a full refund including all shipping costs
For items damaged in transit, we may need to file a claim with our courier — we handle this entirely and it does not affect or delay your refund
Please report any damage or defects within 48 hours of receiving your order by emailing [email protected] with your order number and a photo of the issue. This helps us improve our packaging and quality control.
7. Exchanges
We're happy to exchange your purchase for a different flavour or size, subject to availability. Exchanges follow the same process as returns:
Contact us within 30 days of delivery to request an exchange
Items must be unopened and in their original packaging
If the exchange item is a higher price, we'll send a payment link for the difference
If the exchange item is a lower price, we'll refund the difference to your original payment method
We'll send the replacement product once we've received and inspected the return, or in parallel for Taste Guarantee claims
8. International Orders
For orders shipped outside the United Kingdom:
Return Shipping: Customers are responsible for return shipping costs on international orders, unless the return is due to our error
Customs & Duties: Any customs charges, import duties, or taxes paid on the original order are non-refundable by Active Bites, as these are collected by your country's customs authority. You may be able to reclaim these directly from your local customs office.
Transit Times: International returns may take 7–14 business days to reach us. We recommend using a tracked shipping service. Refunds are processed within 5 business days of us receiving the return.
Taste Guarantee: Our 30-Day Taste Guarantee applies to international orders. No return is required — simply contact us.
9. Exceptions & Special Circumstances
Bulk & Wholesale Orders
Orders placed through our wholesale or bulk programme (10+ units) are subject to separate terms. Please refer to your wholesale agreement or contact [email protected] for returns and refund queries.
Promotional & Limited-Edition Products
Limited-edition flavours and promotional bundles are eligible for return under the same 30-day policy. However, exchanges are subject to availability — if the limited-edition product is no longer in stock, we'll offer a refund or store credit instead.
Recalled Products
In the unlikely event of a product recall, we will notify all affected customers by email and issue a full refund automatically. You may be asked to dispose of the product safely, and we'll provide instructions for doing so.
10. Your Consumer Rights
This returns policy is offered in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Nothing in this policy affects your legal rights.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an online order within 14 days of receiving it for any reason. This 14-day cooling-off period is separate from and in addition to our 30-day returns policy.
If you believe your statutory rights have not been respected, you can contact Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office for further guidance.
Need Help With a Return?
Our customer service team is available Monday–Friday, 9am–5pm GMT.