RETURNS & REFUNDS
Your satisfaction matters to us. If there's a problem with your order, contact our support team and we'll help you with the next steps.
1. Changed your mind / cancellation
If you'd like to cancel or change your mind about an order, contact us as soon as possible — the sooner you reach out, the more likely we can act before it ships. Depending on where you're ordering from, you may also have a statutory right to cancel certain online purchases within a set window under the consumer protection laws that apply to your location. We honour any such right in full; nothing here is intended to reduce it.
2. Damaged or defective item
If your item arrives damaged or develops a fault, contact us with your order number. We may ask for photos or a short video showing the issue — this helps us resolve it quickly and, where relevant, work with our supplier on your behalf.
3. Wrong or missing item
If you received the wrong product, or something from your order is missing, please contact us before returning anything. We'll confirm the right next step — which may be a replacement, a refund, or another resolution — rather than asking you to guess.
4. Item not received
If your tracking shows no movement, or the estimated delivery window has clearly passed with no update, let us know. We'll investigate with the carrier and our fulfilment partner and follow up with a resolution — including a refund or replacement where appropriate.
5. Returns
Please contact AXIS support before sending anything back. Many issues (damaged items, wrong items, missing items) are resolved through a refund or replacement without needing a physical return — sending something back without instructions can cause delays or mean it doesn't reach the right place. Where a physical return is genuinely the right resolution, we'll provide the correct return address and instructions directly. We do not publish a fixed return address, since the right one depends on your specific order and situation.
6. Refunds
Where a refund is due, it's processed back to your original payment method. Processing times after that depend on your bank or card provider, and can typically take a few business days to appear.
7. Contact support
For anything return-related, contact AXIS support and include your order number — it helps us respond faster.
8. International customers
AXIS ships to customers in multiple countries, including the UK, the US, and others. Wherever you're ordering from, you retain any mandatory consumer rights that apply under the laws of your country or state — nothing in this policy removes or limits rights that cannot legally be waived. If you're unsure what applies to your situation, contact support and we'll help figure it out.
This page describes AXIS's general policy and process. It is not legal advice, and does not limit any right you have under the mandatory consumer protection laws that apply to your purchase.