KOJIC DRIP

SHIPPING & RETURNS

At Active Drip, your satisfaction is important to us. We are committed to delivering high-quality products and a seamless customer experience. This policy outlines your rights and our procedures in accordance with UK and EU consumer laws.

Returns & Refunds

1. Your Right to Cancel (EU & UK Customers)

You have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right:

• You must notify us within 14 days of delivery

• You must return the item within a further 14 days

To be eligible:

• Items must be unused, unopened, and in their original packaging

• Items must be returned in a condition suitable for resale

2. Hygiene & Safety (Cosmetic Products)

Due to hygiene and safety reasons, skincare and cosmetic products that have been opened or unsealed cannot be returned, unless the item is faulty, damaged, or not as described.

3. Faulty, Damaged, or Incorrect Products

A product is considered faulty if it is:

• damaged upon arrival

• defective in function (e.g. packaging or malfunction preventing normal use)

• not as described

In such cases, you are entitled to a replacement, repair, or refund.

We may request photo or video evidence to assess the issue.

4. What Is Not Considered a Fault

The following are not considered defects:

• variations in texture, viscosity, or consistency

• differences in absorption or skin feel

• individual skin reactions

• personal expectations or results

5. Non-Returnable Reasons

We do not accept returns or issue refunds based on personal preference, including:

• dislike of texture or consistency

• change of mind after opening

• subjective dissatisfaction

unless the product is confirmed to be faulty.

6. 60-Day Guarantee

We offer a 60-day guarantee covering products that are faulty, damaged upon arrival, or not as described.

To make a claim, contact us at info@activedrip.com within 60 days of receiving your order with details of the issue.

To be eligible:

• The product must be confirmed faulty, damaged, or not as described
• You may be asked to provide photo or video evidence
  
• One claim per customer, per product

Refunds approved under this guarantee cover the product price only. Original shipping costs are non-refundable.

For concerns about texture, consistency, absorption, or skin feel, please contact us — we will offer troubleshooting guidance or a replacement where appropriate.

This guarantee is offered as a gesture of goodwill and does not affect your statutory rights.

7. Return Process

To initiate a return, please contact us at:
info@activedrip.com

We may:

• request supporting evidence (photos/videos)

• provide troubleshooting guidance

• offer a replacement before issuing a refund

Returns must be sent using a trackable shipping method.

8. Refunds

Once your return is received and inspected:

• refunds will be issued to your original payment method

• Refunds will be processed within 14 days of us receiving your returned item.

• original shipping costs are non-refundable (unless the item is faulty)

We reserve the right to reduce the refund if returned items show signs of use or damage not due to a fault.

9. Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty or incorrect

• If a product is confirmed defective, we will cover reasonable return costs

10. International Orders (Outside UK & EU)

Customers outside the UK and EU are welcome to contact us at info@activedrip.com regarding returns. International return requests are assessed on a case-by-case basis. Return shipping costs for international orders are the responsibility of the customer unless the item is confirmed faulty or incorrect.

Shipping

We aim to process and dispatch all orders promptly.

• Orders are typically processed within 1–2 business days

• Delivery times may vary depending on your location

• You will receive tracking details once your order has been dispatched

We are not responsible for delays caused by couriers, customs, or external factors beyond our control.

Contact

For any enquiries or to begin a return, please contact:
info@activedrip.com