• Your satisfaction matters to us. That’s why we offer either Store Credit or a full refund when items are returned within 14 days of delivery. This applies if:

1. 1. the item doesn’t fit,
   2. you’re not satisfied with the quality, or
   3. you’ve simply changed your mind.

• All eligible items must be returned within 14 days of receipt. Returns requested outside this 14-day period will be declined and sent back to you.
• Customers are responsible for all return-shipping costs, as we do not cover postage fees. We recommend using a tracked service, as 3XP cannot be held liable for items lost in transit on their way back to us. Please keep your tracking details active until you receive confirmation that your return has arrived at our warehouse.
• 3XP does not refund any shipping costs when you return your order.
• Unfortunately, we can only accept returns in the same pristine condition in which they were received. If you choose to return an item, it must be sent back exactly as it arrived—free from stains or markings such as fake tan, makeup, pet hair, or deodorant. All returns must be unworn, unwashed, and free of any odours. Tags must remain attached to the product via the silicone loop. Returns without attached tags will be declined.
• Please note that sale items are non-refundable.
• Returns address:

           3XP Active
           C/o Hecny Logistics Limited 
           Unit B, Crosspoint Distribution Park
           Swallowfield way, Hayes, UB3 1DQ

• You’ll receive a confirmation email once your return has been processed. We aim to process your return as quickly as possible. Please allow 10–14 business days for this, particularly during busy periods. We appreciate your patience and understanding. If you haven’t heard from us after the 14-business-day window, please reach out to our customer care team with your order number and the details of the items you returned.
• Once we receive your returned item(s), we will reach out to you to check whether you would like store credit or a refund. Store credit will be issued as a code sent to the email address used for your original order, and it has no expiration date. 

My item is faulty or missing

If you’ve received a faulty item, or your parcel hasn’t arrived, please email us within 48 hours of receipt (or expected receipt) with the following:

• Your order ID
  

• The item that is damaged or missing
  

• A description of the issue
  

• Photographic evidence, including an image of the dispatch note 
  

We will review the information and respond with next steps to resolve the issue. Once our customer care team has replied, please note that failure to provide any requested details within 10 business days will result in the case being closed.

A refund or replacement can only be issued once the fault has been verified by a member of our team.

After receiving the required information, we’ll work quickly to resolve the problem. Missing parcel investigations may take up to 28 days, as we liaise with our delivery partners to complete the process.

Please do not return any faulty goods unless instructed by our customer care team, as doing so may delay the resolution.

Missing item in my order, what do I do?

If something is missing from your order, please email us at support@3xpactive.com with an image of your parcel, the original packing slip, and the packaging. This helps us identify where the error may have occurred.

All orders go through thorough checks and are picked and packed by two members of our team.

Each item is checked off on the packing slip as it is picked, and then counted again during packing. The packing slip is then numbered and signed to confirm the total number of items in your parcel. We may decline to resend an item if, after review, we believe it was packed correctly and all internal procedures were followed.

Please note that if you do not retain your outer packaging and your packing slip/invoice, we may be unable to assist further. These documents are essential for verification, as all parcels undergo strict weight checks.

If false information is provided, we reserve the right to block future orders from your account. If we have evidence that your parcel weighed the correct amount at dispatch and was signed off by multiple team members, we may refuse a refund or replacement.