Refunds and Returns Policy

Last updated: March 2026

At HAI Active, we want you to love what you wear. If something isn’t quite right, we’re here to help, while also keeping things fair for everyone.

This policy explains how returns, exchanges, and refunds work.

Returns & Exchanges

Returns and exchanges are free.

You may return or exchange an item if:

• The request is made within 2 days of receiving your order
• The item is unused, unworn, unwashed, and in the same condition you received it
• All original tags, packaging, and hygiene seals (if applicable) are still attached

We reserve the right to decline returns that do not meet these conditions.

Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns for:

• Items that show signs of wear, washing, or damage
• Items returned with missing tags or packaging
• Items damaged due to improper use or care
• Items returned outside the allowed return period
• Sale or clearance items (unless faulty)

Exchanges

• Exchanges are subject to stock availability
• If the requested size or item is unavailable, you may choose a refund instead
• Exchanges will only be processed once the original item has been received and inspected

Refunds

Once your return is received and approved:

• Refunds will be processed within up to 7 business days
• Refunds will be issued to the original payment method
• Processing times may vary depending on your bank or payment provider

Please note:

• Original delivery fees (if any) are non-refundable, unless the item is faulty or incorrect

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect:

• Please contact us within 48 hours of delivery
• Share clear photos or videos showing the issue

We’ll arrange a free replacement, exchange, or full refund — whichever you prefer.

How to Start a Return

To initiate a return or exchange:

1. Contact us via WhatsApp:
2. Share your order number and reason for return
3. We’ll guide you through the next steps

Returns sent without prior approval may not be accepted.

Condition Checks & Fair Use

To keep returns fair:

• All returned items are inspected upon receipt
• We reserve the right to refuse returns that show signs of misuse or excessive wear
• Repeated returns that appear abusive may result in refusal of future orders

Cancellations

Orders can only be cancelled before dispatch. Once an order has been shipped, it must follow the return process.

Legal Note

This policy is in line with Kenyan consumer protection and data protection laws and does not affect your statutory rights.

Need Help? 

We’re always happy to assist:

Email: info@haiactive.com