Refund policy
We want you to be fully satisfied with your purchase from AXIS-Y. If for any reason you are not, you may return your products within 30 days of receipt.
Please note the following conditions for returns:
- Only products purchased directly from our official website are eligible for return.
- Items must be new, unused, and sealed in their original packaging.
- Any gifts or samples received with your order must also be returned.
Kindly be aware that customers are responsible for all return shipping fees and related costs. Original shipping charges are non-refundable.
For Product Defect
If you receive a defective or damaged product:
- Please contact us within 7 days of receiving your order.
- Include clear photos or video of the product and describe the issue in detail.
- Once verified, we will offer a replacement or full refund, depending on your preference and product availability.
For Missing Package
If your package is marked as delivered but you have not received it:
- Please contact your local carrier or postal service first, as packages are sometimes mis-scanned or delivered to a nearby location.
- If the package is confirmed lost and not recoverable, please contact us with the proof of communications with your local carrier or postal service and we will issue a reshipment or refund.
- Please note AXIS-Y is not responsible for packages lost due to incorrect shipping information provided by the customer.
For Package Returned to Sender
If your order is returned to us due to an incorrect address, failure to claim the package, or customs issues:
- Refunds will not be processed for returns caused by incorrect shipping details or non-collection of the package, where the company is not at fault.
- Reshipment is available, but any additional shipping fees incurred will be the responsibility of the customer.
1. Return Eligibility
You may return unused, sealed products within 30 days of receipt.
We only accept returns of items purchased directly from the official AXIS-Y website.
All original components must be returned, including gifts and samples that were included with your order.
Products must be returned in their original, unopened packaging.
2. Return Shipping & Fees
Customers are responsible for all shipping and handling costs related to the return.
Original shipping charges are non-refundable.
We recommend using a trackable shipping method, as AXIS-Y is not liable for return packages that are lost in transit.
3. Damaged, Defective, or Missing Products
If you received a damaged or defective item, or if there was an issue with your shipment (e.g., missing product, package returned to sender), please contact our Customer Support team within 30 days of receipt (or within 30 days of the last tracking update) with the following information:
- Full Name
- Order Number
- Clear photos of the damaged or defective item(s), if applicable
We’ll work with you to resolve the issue as quickly as possible.
4. Order Cancellations
Orders may be canceled before they are shipped.
For US orders fulfilled by Amazon, please note that once an order has been placed, it is processed directly by the Amazon fulfillment center. As a result, we are unable to cancel these orders once they have been placed.
For all other orders, if your order has already been fulfilled and is out for shipment, we are unable to cancel it. In this case, you may follow our Return Policy to send the item back for a refund.
To request a cancellation for eligible orders, please reach out to our Customer Support team with the subject line “CANCELLATION” and include your:
- Full Name
- Order Number
- Email Address used at checkout
While we cannot guarantee we’ll catch your package in time, we will do our best to assist you before it leaves the warehouse.
5. Return Processing Time
Please allow 5–7 business days for your return to arrive at our warehouse.
Once received and inspected, a refund will be issued to your original method of payment.
Depending on your bank or credit card provider, the refund may take an additional 4–7 business days to appear in your account.
6. Contact Us
If you have any questions or concerns regarding returns, refunds, or our policies in general, please don’t hesitate to reach out to our Customer Support team.
We are always here to help and ensure your AXIS-Y experience is a positive one.