RETURNS & EXCHANGES
We're Here to Help
We want you to love every piece of bamboo activewear you wear. If something isn't quite right, we'll make it right whether that's finding your perfect fit, exchanging for a new style, or processing a return.
Before you return, can we help?
Our bamboo fabric is naturally stretchy and moulds to your body over the first few wears. What feels snug at first often becomes the perfect fit. If your size doesn't feel right, we'd love to help before you go through a return.
How It Works
Three simple steps, and we'll take care of the rest.
We'll Be in Touch
Our team personally reviews every request within one business day. For sizing issues, we'll send fit advice too.
Send It Back
Once approved, we'll email you return instructions. Exchanges are processed as soon as we receive your item/s. Refunds process within 5-7 business days of receiving your return.
Change of Mind Returns
Everything you need to know
Q How long do I have to return something?
You have 30 days from the date of purchase to request a return or exchange. If you need a little extra time beyond the standard 30 days, please let us know and we will try and accommodate you as best as we can. Because we know life gets busy and we'd rather you try your bamboo activewear properly before deciding.
Q What condition does the item need to be in?
We completely understand the need to try things on. Items should be unworn (beyond trying on at home), unwashed, and with tags still attached. Think of it as the condition you'd want to receive an item in yourself.
For hygiene reasons, we can't accept returns on base-layer items such as underwear unless there's a fault, of course.
Q Can I return sale items?
Sale items can be exchanged for a different size or style, or returned for store credit within 30 days. Refunds to your original payment method are available on full-price items only.
Final sale and clearance items are not eligible for change-of-mind returns.
Important: This only applies to change-of-mind returns. If any item - sale, clearance, or full price arrives faulty or isn't as described, you're always covered. See "Something Not Right?" below.
Q What are my refund options?
For full-price items, you can choose:
- Exchange for a different size, colour, or style, we ship the new item to you free
- Store credit to use any time (3 year expiry)
- Refund to your original payment method
For sale items, we offer exchanges or store credit.
Q Who pays for return shipping?
All change-of-mind returns (exchanges, store credit, and refunds): Return shipping is covered by you. We suggest using Australia Post with tracking so we can both keep an eye on your parcel. If you're exchanging, we'll ship your new item to you free of charge, so you'll only pay to send the original back.
Faulty items: We always cover return shipping. That one's on us, full stop.
Sustainability tip: If your order arrived in one of our mailer bags, we'd love it if you reused it for your return. Just turn it inside out and tape closed, one small step that makes a real difference.
Q How long do refunds take?
Once we receive your return, we'll inspect it and process your refund within 5–7 business days. You'll get an email confirmation as soon as it's done. Refunds go back to your original payment method.
Paid with Afterpay? Your refund will go from us to Afterpay, then back to you. Remaining instalments will be adjusted automatically. For details, visit help.afterpay.com.
If it's been more than 10 business days and your refund hasn't appeared, check with your bank first (they sometimes take a few extra days), then reach out to us at hello@activebygs.com.
Q What about international returns?
International customers can return items within 30 days using the carrier of your choice. Please use a tracked shipping service and share your tracking number with us.
For US customers: Import duties or customs charges applied to your original order are managed by US customs. We can refund the product price once your return is received, however, duty or tariff charges paid to customs can't be refunded by us. We know this isn't ideal, and we appreciate your understanding.
Something Not Right?
Faulty, damaged, or not as described
! My item seems faulty or damaged
We're really sorry, and we'll make it right. If your item has a manufacturing fault, defect, or arrived damaged:
- Email us at hello@activebygs.com with a quick photo of the issue and your order number
- Our team will get back to you within one business day (usually much sooner)
- You choose: a replacement, or a full refund
We cover return shipping for all faulty items, you won't pay a cent.
! I received the wrong item
That's on us, and we're sorry. Our fulfilment team are after all humans! Email us at hello@activebygs.com with your order number and we'll send the correct item straight away along with a free return label for the wrong one. No fuss, no wait.
! The item doesn't match the description
If what you received looks or feels significantly different from what was on our website, we want to know. Send us a photo and we'll offer a full refund or replacement, your choice. We take product accuracy seriously, and your feedback helps us do better.
Exchanges
Finding something you'll love
Q How do exchanges work?
We love exchanges, it means we get to help you find something you'll truly love. Here's how:
- Submit your request through our email hello@activebygs.com
- Tell us what you'd like to swap to - different size, colour, or style
- We'll check availability and ship your new item with free standard shipping
You cover return shipping for the original item. If the item you'd like isn't available, we'll issue store credit so you can choose something else.
Q Not sure what size to exchange for?
This is what we're here for. Drop us a line at hello@activebygs.com and tell us:
- What you ordered and how it felt (too tight, too loose, too long?)
- Your usual size in other activewear brands (if possible share your measurements, waist, hips, bust)
- What you'll mainly use it for (Pilates, Yoga, HIIT, Gym running, everyday wear?)
We'll personally recommend the right size. Our bamboo fabric behaves differently to synthetic activewear, a little expert guidance goes a long way.
European Union Customers
Your statutory rights
Q What is the EU Right of Withdrawal?
If you are located in the European Union (EU) or European Economic Area (EEA), you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This is in addition to our standard 30-day change-of-mind return policy.
To exercise your right of withdrawal, please contact us within 14 days of delivery at hello@activebygs.com with your order number and a clear statement of your decision to withdraw.
Q How do I return an item under the EU right of withdrawal?
- Contact us within 14 days of receiving your order
- Return the item(s) within 14 days of notifying us
- Items must be unused, unworn, and in their original condition with tags attached
- Use a tracked postal service — return shipping costs are the responsibility of the customer
Once we receive and inspect your return, we will process your refund within 14 days to your original payment method.
Exception: The right of withdrawal does not apply to sealed hygiene-sensitive items (such as base-layer/underwear) that have been unsealed after delivery.
Q What is my 2-year EU statutory guarantee?
EU customers are entitled to a 2-year statutory guarantee on all products under EU Directive 2019/771. If a product is faulty, not as described, or does not conform to the contract of sale, please contact us at hello@activebygs.com and we will arrange a repair, replacement, or refund in accordance with your statutory rights.
This statutory guarantee is separate from and in addition to our standard returns policy above.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
