Returns & Exchanges Policy

Our Commitment

At Axis Online Shop, customer satisfaction is extremely important to us. We stand behind the quality of our products and strive to ensure that every order meets your expectations. However, we understand that sometimes an item may not work out. Please review our Return & Exchange Policy carefully to understand how we can assist you.

Eligibility for Returns

  • Timeframe: You may request a return within 30 days from the date of delivery.

  • Condition: Returned items must be unused, unworn, unwashed, and in the original packaging with all original tags attached.

  • Proof of Purchase: A valid receipt, order confirmation email, or order number is required for all returns.

⚠️ We cannot accept returns on items that show signs of use, wear, washing, or damage not caused during shipping.

Non-Returnable Items

The following types of items are non-returnable and non-refundable:

  • Clearance or final sale items.

  • Personal care items (such as skincare tools or wearable devices) for hygiene reasons.

  • Customized or personalized products (unless defective).

  • Gift cards or promotional items.

Return Process

  1. Request Authorization: Contact us at support@axisonlineshop.com within 30 days of receiving your item. Please include:

    • Your order number

    • A description of the issue

    • Photos, if the item is defective or damaged

  2. Receive Instructions: Our support team will review your request and provide return instructions, including the return address and shipping guidance.

  3. Ship the Item: You are responsible for return shipping costs unless the item was defective, incorrect, or damaged during shipping. We recommend using a trackable shipping service and retaining proof of shipment.

  4. Inspection & Refund/Exchange: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange.

Exchanges

If you received a defective or incorrect item, we will be happy to exchange it for the correct item at no extra cost. If the desired replacement is unavailable, we will offer you an alternative item or a full refund.

Refunds

  • Approved refunds will be processed to your original payment method.

  • It may take up to 5–10 business days for the refund to appear on your account, depending on your bank or card issuer.

  • Original shipping costs (if any) are non-refundable unless the return is due to an error on our part.

Damaged or Defective Items

If you receive a product that is damaged, defective, or significantly different from its description, please email us immediately at support@axisonlineshop.com with photos. We will prioritize resolving these issues quickly and at no cost to you.

Order Cancellations

  • You may cancel your order within 6 hours after placing it.

  • After 6 hours, the order may have already been processed and shipped, making it ineligible for cancellation.

  • If your order has already shipped, you will need to follow the Return process after you receive it.

Important Notes

  • Unauthorized returns (returns without prior approval) may not be accepted.

  • Refunds are not guaranteed for items returned without prior communication.

  • Returned packages must have a visible tracking number provided to us once shipped.

If you have any questions or need help with your return, our friendly customer service team is always ready to assist you:
📧 support@axisonlineshop.com