FAQs: Return & Exchange
What is Axone’s returns policy?
To enhance your shopping experience, we have 2 different types of return policy.
(1) 24-hour Free to Change Policy
You may cancel your order from the time when the order is placed to when it drops to our shipping center for processing.
If the order is already PROCESSING with our shipping center partners, unfortunately, there will be 5%
handling fee deducted from your refund and you will pay for the return shipping fee.
(2) 14 Days Trial Policy
Without giving any reason, you are entitled to cancel your order within 14 calendar days from the date on which you received the Goods or on which a third party, who is not the carrier, takes possession of the product delivered.
Please check if the return goods are fully complied with the “Conditions of Return”. You will have to pay for the return delivery cost plus the 5% handling fee.
The 5% handing fee will contribute to the cleaning, repacking, restocking by our partner warehouse and the payment gateway providers.
What are the Conditions of Return?
To be eligible for a return, please make sure that the Goods:
- were within 14 calendar days from the date on which you received or on which a third party, who is not the carrier, takes possession of the product delivered.
- in the original packaging
- attached with complete set of labels, hangtags.
- are not used or damaged
- Crowd funded, product sold at a discount cannot be returned or refunded.
# Please make sure your returned products are free from pet hair, grass, debris, dirt, etc. or they may be rejected or charged a 20% restocking fee.
This return policy only applies to purchases from our official online store only. If you are looking to return an Axone product purchased from another retailer, please contact the retailer directly.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
More information, please check here.
How do I return my item?
There are 4 steps to return your product.
Step 1: Email
Please inform us via email email@example.com Be sure to include your order information.
Step 2: Verification
After received our written confirmation & the address for return, please packed the product into the original packaging boxes. Make sure the complete set of labels, hangtags are attached to the products.
Step 3: Return
Last step is to email us the photo of the return receipt from shipment service provider. Be sure the photo clearly shown the tracking information.
Customer carries the risk of damage to the goods during the delivering process.
Step 4: Refund
If we confirmed your returned product are eligible, we will be initial within 3 business days to the original payment method used in transaction.
We will reimburse you no later than 14 business days from the day on which we receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
Shipping fee are non-refundable.
How do I package my item for return?
Please packed into the original packaging boxes, make sure the complete set of labels, hangtags are attached to the products. Please check to ensure the goods are free from pet hair, grass, debris, dirt, etc. or they may be rejected or charged a 20% extra handling fee.
Who will responsible for the freight charges for the Return?
You are responsible for the cost and risk of returning the Goods to Us.
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt or order confirmation number of the Goods or proof of received return delivery.
How do I exchange my product?
If your product fulfilled our “Conditions of Return”, please contact us at: firstname.lastname@example.org to initial the process.