Refund policy

Our Satisfaction Commitment

At New Active Premium, we stand behind the quality of our products. If you're not completely satisfied, we're here to make it right.

Return Eligibility

You may request a return within 30 days of receiving your order, provided:

✅ The product is unused and in its original sealed packaging (vacuum seal intact)
✅ The product is in resalable condition — no damage, tampering, or missing components
✅ You have your order number or proof of purchase

Non-Returnable Items

❌ Products that have been opened (seal broken) — activated carbon begins absorbing immediately upon exposure to air and cannot be resold as new
❌ Products damaged by the customer through misuse, neglect, or accident
❌ Return requests made after 30 days from delivery date
❌ Products purchased during final sale / clearance promotions (unless defective)

How to Request a Return

  1. Contact us within 30 days of delivery:
  2. Provide your order number and reason for return
  3. Wait for approval — our team will respond within 24 hours with return instructions
  4. Ship the product back to us using the method instructed (return shipping cost is the customer's responsibility unless the product is defective)
  5. Receive your refund — once we receive and inspect the returned product, your refund will be processed within 5-7 business days

Refund Method

Refunds will be issued to the original payment method:

  • Credit/debit card: Refund appears within 5-10 business days (depending on your bank)
  • Bank transfer: Refunded to the same bank account within 3-5 business days
  • COD orders: Refunded via bank transfer (you'll need to provide account details)

Damaged or Defective Products

Received a damaged or defective product? We'll fix it immediately:

  1. Contact us within 48 hours of delivery
  2. Send us photos showing the damage or defect
  3. We will ship a free replacement to you right away — no need to return the damaged item

Order Cancellation

  • Orders can be cancelled for a full refund if they have not yet been shipped
  • Once an order has been shipped, it cannot be cancelled — please follow the return process instead

Contact Us

For any return or refund inquiries: