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Overview
This policy explains how returns, exchanges, and complaints are handled at A.K.POSITIVE for orders placed through our online store.
Right to Cancel (Returns)
Under UK consumer law, you have the right to cancel your order within 14 calendar days of receiving your items – without providing any reason.
Conditions:
Items must be unused, undamaged, and in their original packaging.
This applies to both clothing and food supplements.
Food supplements can only be returned if unopened, due to health and hygiene regulations.
How to request a return:
1. Contact us within 14 days of delivery at info@akpositive.com
2. Use the subject line: “Return – [Order Number]”
3. Return the product to the address we provide in our reply.
Return shipping costs are covered by the customer, unless the item was damaged or sent in error.
Refunds
Once we receive and inspect your returned item, your refund will be processed within 14 business days to the original payment method used at checkout.
We do not refund original shipping costs, unless the return is due to a fault on our part.
Exchanges
If you’d like to exchange an item (e.g. for a different clothing size), please email us at info@akpositive.com.
Exchanges depend on product availability. Return and re-shipping costs are the customer’s responsibility.
Complaints (Faulty or Incorrect Products)
If you receive a damaged, faulty, or incorrect item – we apologise. You are entitled to a refund or exchange at no cost to you.
To submit a complaint:
1. Email info@akpositive.com
2. Include your order number and photos showing the issue
3. Describe the problem clearly (e.g. defect, damage, wrong item)
Once your complaint is accepted, we will offer you:
A replacement,
A repair (if applicable), or
A full refund (including original and return shipping costs)
Need Help? Contact us
If you have any questions or concerns about returns, exchanges, or complaints, please contact us:
📧 info@akpositive.com
🔔 Important:
Please contact us before sending any items back. We cannot process returns without prior communication.
We are not responsible for returned parcels lost in transit. Please use tracked or recorded shipping where possible.
