Return Window
30-day return period.
You have 30 days from the date you receive your order to return items for a refund or exchange. This applies to all eligible items purchased from csixactive.com.
Multiple deliveries.
If your order arrives in multiple shipments, you have 30 days from the date you receive the last delivery to return any items from the order.
Your legal rights.
This policy does not affect your legal rights. If an item is faulty or not as described, you have additional legal protections under UK consumer law.
Condition Requirements
To be eligible for a return or exchange, items must meet the following conditions:
Unworn and unwashed.
Items must not have been worn, used, or washed. We inspect all returned items and reserve the right to refuse returns that do not meet our condition standards.
Original condition.
Items must be in their original condition with all tags attached. Do not remove or cut any care labels, hygiene strips, or product tags.
Original packaging.
Items should be returned in their original packaging where possible. If the original packaging has been opened, ensure the item is securely packaged to prevent damage during transit.
Free from damage.
Items must be free from stains, marks, odours, pet hair, makeup, or any other damage. We cannot accept returns on damaged items unless the damage occurred during shipping or the item arrived defective.
Important
We reserve the right to refuse returns or reduce refunds if items are not returned in new, resaleable condition. If an item shows signs of wear, has been washed, or has had tags removed, we may deduct from your refund or decline the return entirely.
Items That Cannot Be Returned
For health, safety, and hygiene reasons, the following items cannot be returned or exchanged:
- Underwear, socks, and swimwear
- Items marked as final sale (displayed with red pricing or marked as "Final Sale" on the product page)
- Items that have been worn, washed, or show any signs of use
- Items with tags, hygiene strips, or care labels removed or cut
- Items that are not in their original packaging
- Custom or personalised items
- Gift cards and discount codes
If you are unsure whether an item is eligible for return, please contact us before initiating your return.
How to Start a Return or Exchange
Online returns portal.
Log into your account and navigate to your order history. Select the order you wish to return and follow the prompts to generate your return label and instructions.
Without an account.
If you checked out as a guest, use the order number and email address from your order confirmation to access the returns portal.
Pack your items securely.
Place your items in secure packaging to prevent damage during transit. Include your returns slip if provided, or write your order number clearly on a piece of paper inside the package.
Attach your return label.
Print the prepaid return label (UK returns only) and attach it securely to the outside of your package. Make sure any old labels or barcodes are covered or removed.
Drop off your return.
Take your package to the carrier location specified on your return label. Keep your proof of postage receipt until your return is processed.
Alternatively, contact us.
If you prefer, you can contact us with your order number and we will guide you through the process.
Return Shipping Costs
UK returns.
We provide free return shipping for all UK returns and exchanges. You will receive a prepaid return label when you initiate your return through our online portal.
International returns.
Customers are responsible for return shipping costs on international orders. We do not provide prepaid return labels for international returns. Please use a tracked shipping service and retain proof of postage.
Faulty or incorrect items.
If you received a faulty or incorrect item, we will cover return shipping costs regardless of your location. Please contact us before returning the item.
Customs and duties.
We cannot refund customs duties, taxes, or import fees paid on international orders. If you refuse delivery or return an international order, these charges are non-refundable.
Processing Time
Returns processing.
Once your return arrives at our facility, we will process it within 2-5 business days. You will receive a confirmation email once your return has been processed.
Inspection.
All returned items are inspected to ensure they meet our condition requirements before a refund or exchange is approved.
Peak periods.
During busy periods such as sales or holidays, processing times may be slightly longer. We appreciate your patience.
Refunds
Refund options.
You can choose to receive your refund as:
Original payment method: Refund processed back to the payment method you used to place the order.
Refund amounts.
You will be refunded the amount you paid for the returned items. If you used a discount code, the refund amount will reflect the discounted price you paid, not the full retail price.
Shipping costs.
Original shipping costs are non-refundable unless the item was faulty or we made an error with your order. If you qualified for free shipping and your return brings your order total below the free shipping threshold, we may deduct the standard shipping cost from your refund.
Refund timeline.
Refunds to your original payment method typically appear in your account within 5-7 business days after we process your return. The exact timing depends on your bank or payment provider.
Partial refunds.
We reserve the right to issue a partial refund if returned items do not meet our condition requirements. If items show signs of wear, have been washed, or have had tags removed, we may deduct from your refund or decline the return.
Exchanges
How exchanges work.
We offer free exchanges for UK customers. If you need a different size or colour, start a return through our online portal and select "Exchange" as your return reason.
Exchange shipping.
UK exchanges include free return shipping and free shipping on your replacement item. International customers must cover return shipping costs.
Processing exchanges.
Once we receive and verify your returned item, we will dispatch your replacement immediately. You will receive tracking information by email.
Out of stock items.
If the item you want to exchange for is out of stock, we will issue store credit or a refund instead. You can use the store credit to purchase the item once it's back in stock.
Price differences.
If you exchange for an item with a different price, you will be charged or refunded the difference.
Faster Option
If you need a different size urgently, we recommend placing a new order for the correct size and returning the unwanted item separately. This ensures you receive your new item as quickly as possible without waiting for the exchange process.
Faulty or Defective Items
Manufacturing defects.
If your item has a manufacturing defect or arrived damaged, please contact us immediately with your order number and photos clearly showing the issue.
What we need.
To process a claim for a faulty item, please provide:
- Your order number
- Photos or video clearly showing the defect or damage
- A brief description of the issue
Free return and replacement.
Faulty items are replaced free of charge with no handling fees. We will send you a prepaid return label (UK and international) and dispatch your replacement as soon as we receive your return.
Refund option.
If you prefer a refund instead of a replacement, we will process a full refund including original shipping costs.
No return required.
In some cases, we may offer a replacement or refund without requiring the faulty item to be returned. This is decided on a case-by-case basis.
Incorrect Items
Wrong item received.
If you received the wrong item, size, or colour, please contact us immediately. Please check your order confirmation email first to verify what was ordered.
Our mistake, our cost.
If we sent you the wrong item, we will provide a prepaid return label and send you the correct item right away at no additional cost to you.
What we need.
Please provide your order number and a photo showing the incorrect item with its size tag and packaging.
Change of Mind Returns
30-day guarantee.
We offer a 30-day change of mind guarantee. If you've simply changed your mind about your purchase, you can return eligible items within 30 days of delivery for a refund or exchange.
Conditions apply.
Change of mind returns must meet all condition requirements outlined in section 2 of this policy. Items must be unworn, unwashed, with all tags attached, and in original packaging.
Return shipping.
UK returns include free return shipping. International customers must cover return shipping costs for change of mind returns.
Refused Deliveries
Refusing a package.
If you refuse delivery of your order, the package will be returned to us. Once we receive it, we will process your refund.
Shipping costs non-refundable.
If you refuse delivery, original shipping costs will not be refunded. You will be refunded for the product cost only.
We recommend standard returns.
Rather than refusing delivery, we recommend accepting your order and initiating a standard return. This gives you more control and ensures you receive the maximum refund.
Lost Returns
Tracking your return.
Always use a tracked shipping service when returning items, and keep your proof of postage receipt. We cannot be held responsible for returns that are lost in transit if you do not have proof of postage.
UK returns.
If you used our prepaid return label and your return does not arrive, please contact us with your proof of postage. We will investigate with the carrier.
International returns.
For international returns, please use a tracked service and retain proof of postage. If your return is lost, you will need to claim with the carrier you used.
Contact Us
If you have any questions about returns or exchanges, or need help with your return, please contact us.
Our customer support team is available to assist you and will respond promptly.