Add items to your basket...

if you add more than £100 worth of sales items then

you will see extra Rewards to claim once you hit checkout!

TERMS AND CONDITIONS

This page tells you the terms and conditions on which we supply any of the products (“the

Products”) listed on our website: Acti-Labs.com (“our site”) to you. Please read these terms and

conditions carefully before ordering any Products from our site. You should understand that by

ordering any of our Products, you agree to be bound by these terms and conditions. Please

click on the button marked "I Accept" at the end of these terms and conditions if you accept

them. Please understand that if you refuse to accept these terms and conditions, you will not be

able to order any Products from our site.


YOUR STATUS

By placing an order through our site, you warrant that: You are legally capable of entering into

binding contracts


HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

After placing an order, you will receive an e-mail from us acknowledging that we have received

your order. It is your responsibility to provide a correct e-mail address & to check your spam /

junk / promotional email folders for communication from us. The Contract will relate only to

those Products we have confirmed in the e-mail. We will not be obliged to supply any other

Products. Once submitted, your order cannot be altered.


AVAILABILITY AND DELIVERY

We aim to process your order for dispatch within 72 working hours of receipt. We are not

responsible for any delivery problems / delays / weather conditions that the courier may

encounter which results in a delay in delivery. Therefore, we are not always able to guarantee

next working day delivery, but we will deliver your parcel to you within a reasonable period of

time. You must ensure that you provide a valid delivery address at the time of placing an order

and that you are available to accept delivery. If your order is unable to be delivered and is

returned to us, we will refund the price of goods purchased minus an administration equivalent

to delivery and return charges imposed by the carrier.


DELIVERY

Samples are sent via normal postal service. Delivery times may vary.

UK - £4.70 Next Day Tracked Delivery: Please allow up to 72 hours (Excluding

Weekends) for your order to be processed. On the day it is dispatched from our premises, you

will receive tracking details. The next day you will receive a text confirming a 1-hour slot for

your delivery. 

USA – Trackpak: Delivery times are anything between 4 and 10 working days from the moment

it is scanned into the Trackpak processing centre.

DHL Express: Delivery times are 2 working days from the moment it is scanned in DHL

processing centre.

Canada – Landmark: Delivery times are anything between 4 and 10 working days from the

moment it is scanned into the Landmark processing centre. Orders are processed during

working hours Monday to Friday (8am to 5pm)


ORDER CANCELATIONS

Orders can be cancelled before they are processed by our warehouse. In order to cancel your

order, please email admin@acti-labs.com with your order number and request a cancellation.

 

NB, card processors make a charge to us for a cancelled transaction & we pass that charge on.

Refunds generally take 3-5 working days to process through the banking system back to the

payment card.

Changing an order requires cancelling the initial order and then placing a new order. 

RISK AND TITLE

The Products will be at your risk from the time of delivery.


PRICE AND PAYMENT

The price of the products and our delivery charges will be as quoted on our website. Product

prices and delivery charges are liable to change at any time, but changes will not affect orders

in progress. Payment for all Products must be via credit or debit card. We will not dispatch your

order until payment has been received in full.


OUR RETURNS AND REFUNDS POLICY

WITHIN 30 DAYS OF PRODUCT DELIVERY 

We will refund all un-opened or faulty items purchased directly from us provided that the return

is initiated by contacting our customer care team at admin@acti-labs.com within 14 days* of

delivery.  We then require the item to be returned to us within a further 14 days, and you should

be able to demonstrate by receipt and parcel tracking information that you have sent the returns

to us within this time frame.  Items should be returned in their original packaging with any

documentation relating to your order.

 

If you are unsatisfied with the quality of Acti-Labs products for any reason within 14 days* of

product delivery, the return of used items is assessed individually and based upon merit. Items

should be returned with all documentation relating to your order plus any supporting information

that you wish to be considered when evaluating the possibility of a refund.

In cases when a used product is eligible for a refund, refunds are in the form of product credit

calculated minus shipping charges. Please note that products must be at least 90 percent full in

order to be eligible for a return or exchange. 

 

We do not offer colour exchanges on used items. We aim to keep our sales prices very

competitive by not building in a margin for this service. Our customer care team at admin@acti-

labs.com can help you to make the correct colour choice prior to making a purchase.

Returns and exchanges can be initiated by submitting a request at admin@acti-labs.com.  A

Customer Care Agent will contact you within 24 hours (Monday to Friday). Wherever possible

we will resolve problems via email, without the need for a physical return, however in some

instances this will not be possible so you will be provided with the next steps required for

completing the return. 

The item and its condition is your responsibility until it reaches us, so for your own protection we

recommend that you send the parcel using a delivery service that insures you for the value of

the goods. We cannot refund return items lost in the post.

 

PRODUCT WARRANTY 

We warrant to you that any products purchased from us through our site will, on delivery,

conform with its description, be of satisfactory quality, and be reasonably fit for all the purposes

described on our website.

If you are concerned about the quality of the products you ordered from us, please initiate a

return by contacting our customer care team. Returns and exchanges can be initiated by

submitting a request at admin@acti-labs.com.  A Customer Care Agent will contact you with the

next steps required for completing the return. 

 

PERSONAL INCOMPATIBILITY 

Personal incompatibility with our products is a rarity, because ingredient safety is of paramount

importance to us.  Our products are also allergen free.  

If, however, you do experience personal incompatibility with Acti-Labs products (such as an

allergy to an ingredient), please contact your physician immediately.

To return a product based on personal incompatibility, you may initiate a return by submitting a

request at admin@acti-labs.com A Customer Care agent will contact you with the next steps

required for completing the return.

For quality control, please describe the nature of the personal incompatibility in the return

request and provide the report from your physician confirming the incompatibility.

 

CARRIER CONCERNS 

If your order arrives damaged from carrier handling, please initiate a claim by submitting a

request at admin@acti-labs.com. A Customer Care Agent will contact you with the next steps

required. Customer Care will send a replacement right away. Please include digital photo(s) of

the damaged or defective product with the return request so Acti-Labs can forward to the carrier

and complete a claim for compensation.

 

LOST OR STOLEN SHIPMENT CLAIMS 

Acti-Labs provides tracking numbers for every package sent. We ask that you check with your

local postal carrier if a tracking number shows a package as having been delivered. If the

carrier confirms it has, but you haven’t received it, the next step is to file a Police report, and

provide us with the Crime Reference Number. We will then issue a claim. In straightforward

cases we will immediately send a replacement of your order.

 

MISSING ITEM CLAIMS

Claims for missing items must be made within 48 hours of receipt of the order. So that we can

rectify this for you, please submit a request at admin@acti-labs.com including the order number,

a clear photo of the full packing sheet (unfolded) and a photo of the box and items received,

sufficient enough to enable us to consult our CCTV packing history.

 

*The returns process must be initiated within 14 days of delivery. 

 

Return Address UK:

27b North Way

Andover

SP10 5RW


WRITTEN COMMUNICATIONS

Applicable laws require that some of the information or communications we send to you should

be in writing. When using our website, you accept that communication with us will be mainly

electronic. We will contact you by e-mail or provide you with information by posting notices on

our website. For contractual purposes, you agree to this electronic means of communication

and you acknowledge that all contracts, notices, information and other communications that we

provide to you electronically comply with any legal requirement that such communications be in

writing. This condition does not affect your statutory rights. Contact with us regarding an order,

should be made by the person who placed the order (the person who agreed to this contract).


EVENTS OUTSIDE OUR CONTROL

We will not be liable or responsible for any failure to perform, or delay in performance of, any of

our obligations under a contract that is caused by events outside our reasonable control (“the

Force Majeure Event”) arising out of or in connection with them or their subject matter or

formation (including non-contractual disputes or claims) will be governed by English law. Any

dispute or claim arising out of or in connection with such Contracts or their formation (including

non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts

of England and Wales.


CUSTOMER COMPLAINTS

Acti-Labs is committed to providing products with a service of the highest standard. However, if

you are not completely satisfied with any aspect of the service you have received, we will do our

very best to resolve the problem in a fair and transparent way.

 

HOW TO RAISE A COMPLAINT

Please email Acti-Labs Customer Care Team:

admin@acti-labs.com We are here: Monday to Friday 9am - 6pm

What you will need to provide: To help us investigate and try to resolve your complaint, please

provide us with the following information: 

your name and address;

Your order number (if applicable)

details of how we can contact you;

a clear description of your complaint;

details of what you would like us to do to rectify the situation; and

if appropriate, copies of any relevant supporting documentation.

 

OUR COMMITMENT TO YOU

We will acknowledge your complaint within 2 working days of receipt.

We will thoroughly investigate your complaint and offer a fair response that will take into account

all the information available to us.

We will do our best to resolve your complaint as quickly as possible.

We will keep you updated on the progress of your complaint.

We will endeavour to fully resolve your complaint within 4 weeks of receiving it. We will either,

write to you with our final response and the reasons for providing this response, or explain why

we are not in a position to give you a final response at that time and let you know when we

expect to be able to provide it.

Acti-Labs will investigate all complaints competently, diligently and impartially. Every complaint

will be assessed fairly, consistently and promptly; taking into account all relevant factors to

ensure a fair outcome for you. It may be necessary to obtain further information throughout the

process, which will require your co-operation in order to resolve the complaint as quickly as

possible.

In some cases we will need to contact your Ambassador for more information. If appropriate,

we may refer the complaint directly to them for information or action.