Customer Care
Return & Refund Policy
This policy applies to orders purchased from Active Max Market and delivered within the United Arab Emirates. Last updated: 27 May 2026.
Return window
You may request a return or exchange within 14 calendar days from the date your order is delivered in the UAE.
Items must be unused, unopened where applicable, in their original packaging, and accompanied by the order number or proof of purchase.
Eligible returns
We accept returns for defective products, damaged products, incorrect items, and eligible non-defective items when the customer changes their mind.
For hygiene and safety, opened or used skincare, hair care, body care, cosmetics, personal care items, herbs, food, and pantry products can only be returned if they are defective, damaged, expired, or different from what you ordered.
Non-returnable items
Products that are opened, used, damaged after delivery, missing original packaging, custom-prepared, final-sale, or not in resaleable condition are not eligible for return unless required by UAE consumer protection rules.
Gift cards, delivery charges, cash-on-delivery service fees, and promotional free gifts are not refundable unless the return is caused by our error or a defective product.
Return shipping fees
If the product is defective, damaged, expired, or incorrect, Active Max Market will arrange the return collection at no extra charge.
For change-of-mind returns, the customer is responsible for the return courier cost. The exact collection fee will be confirmed before we arrange pickup.
Refunds
After we receive and inspect the returned item, approved refunds are processed to the original payment method where possible.
Card refunds may take 5 to 10 business days after approval depending on your bank or payment provider. Cash-on-delivery refunds may be issued by bank transfer or store credit after customer confirmation.
How to start a return
Contact us within the return window at hello@activemax.ae or WhatsApp +971 50 000 0000 with your order number, item name, reason for return, and clear photos if the item is damaged, defective, or incorrect.
Please do not send items back before receiving return instructions from our customer care team.
Exchanges
Exchanges are accepted for eligible products when stock is available. If the replacement item costs more, the customer pays the price difference before dispatch.
If an exchange is not available, we may offer a refund or store credit after the returned product is approved.
This policy does not limit any statutory rights you may have under applicable UAE consumer protection rules.
Questions & Answers
Returns & Refunds FAQ
What is the return window at Active Max Market?
You can request a return or exchange within 14 calendar days from the date your order is delivered in the UAE, provided the item is unused, unopened where applicable, and in its original packaging.
Which products can I return?
We accept returns for defective, damaged, incorrect, or eligible change-of-mind items. For hygiene reasons, opened skincare, hair care, body care, cosmetics, herbs, and food can only be returned if defective, damaged, expired, or different from what you ordered.
Who pays for return shipping?
If the product is defective, damaged, expired, or incorrect, Active Max Market arranges collection at no extra charge. For change-of-mind returns, the customer covers the return courier cost, confirmed before pickup.
How long do refunds take?
After we receive and inspect the item, approved card refunds take 5–10 business days depending on your bank. Cash-on-delivery refunds may be issued by bank transfer or store credit after confirmation.
How do I start a return?
Contact us within the return window at hello@activemax.ae or WhatsApp +971 50 000 0000 with your order number, item name, reason, and photos if the item is damaged. Please wait for return instructions before sending anything back.