Refund policy
Refund Policy
We want you to be fully satisfied with your purchase from AXIS-Y. Products purchased directly from the official AXIS-Y website may be returned within 30 days of delivery, subject to the conditions described below.
This Refund Policy applies only to purchases made directly through the official AXIS-Y website. Products purchased from third-party retailers, marketplaces, or other authorized sellers must be returned according to the return policy of the original seller.
1. Return Eligibility
To be eligible for a return:
- The return request must be submitted within 30 days of delivery
- The product must be unused, unopened, and sealed in its original packaging
- All original packaging and components must be included
- Any gifts or samples provided with the order must also be returned
- Proof of purchase may be required
Returns that do not meet these conditions may be refused.
Before returning any product, please contact our Customer Support team at cs@axis-y.com or use the self-service return function available through our website, order status page, or customer account page, where available.
Returns sent without prior authorization may not be accepted.
2. Return Shipping and Fees
For returns due to a change of mind:
- Customers are responsible for return shipping and handling costs
- We recommend using a trackable shipping method
- AXIS-Y is not responsible for return packages lost or damaged in transit
- Customs duties, taxes, brokerage charges, and other related costs are generally non-refundable
Original shipping charges are generally non-refundable, except where reimbursement is required under applicable law, including eligible withdrawals by customers in the European Union.
3. European Union Right of Withdrawal
Customers based in the European Union have the statutory right to withdraw from an eligible online purchase within 14 days of receiving the order, without providing a reason.
To exercise this right, the customer must submit a clear withdrawal request within the 14-day withdrawal period through:
- The self-service withdrawal, cancellation, or return function available on our website, order status page, or customer account page; or
- Our Customer Support team at cs@axis-y.com
Please include your full name, order number, and the email address used at checkout.
After submitting the request, the customer must return the products within 14 days of notifying us of the withdrawal.
Customers are responsible for direct return shipping costs unless the product is defective, damaged, incorrect, or otherwise required by applicable law.
For eligible withdrawals, we will refund the product price and the cost of our least expensive standard delivery option. Additional costs resulting from the customer selecting a more expensive delivery method may not be refundable.
For health protection and hygiene reasons, the right of withdrawal may not apply to sealed skincare or cosmetic products if the seal has been removed after delivery and the product is no longer suitable for return.
This does not affect the customer’s statutory rights regarding defective, damaged, or incorrectly supplied products.
4. Damaged, Defective, Leaking, or Incorrect Products
Please inspect your order promptly after delivery.
If a product arrives damaged, defective, leaking, or incorrect, please contact our Customer Support team within 7 days of delivery whenever possible and provide:
- Your full name
- Your order number
- A detailed description of the issue
- Clear photographs or video of the product
- Photographs of the outer packaging and shipping label, where applicable
After reviewing the information, we may offer a replacement, refund, or another appropriate resolution, depending on product availability and the circumstances of the case.
The recommended 7-day reporting period does not limit any statutory rights available under applicable law.
5. Missing Products or Packages
Missing Product from an Order
If one or more products are missing from your delivered package, please contact our Customer Support team promptly and provide:
- Your full name
- Your order number
- Photographs of the received products
- Photographs of the outer package and shipping label
We will review the order and shipment records and provide an appropriate resolution.
Package Marked as Delivered but Not Received
If tracking shows that a package was delivered but you have not received it:
- Check with household members, neighbors, reception desks, mailrooms, and nearby delivery locations.
- Contact the local courier or postal service to request an investigation.
- Contact AXIS-Y with your order number, tracking number, and proof of communication with the courier.
If the package is confirmed lost and cannot be recovered, we will review the case and may offer a reshipment or refund.
AXIS-Y is not responsible for loss caused by incorrect or incomplete shipping information provided by the customer.
6. Packages Returned to Sender
A package may be returned to the sender due to:
- An incorrect or incomplete address
- Failure to collect or claim the package
- Repeated unsuccessful delivery attempts
- Unpaid customs duties or taxes
- Failure to provide required customs documentation
- Refusal of delivery
If a package is returned due to customer-provided information or customer action, original shipping fees and related return costs may not be refundable.
Reshipment may be available after the package is returned and reviewed. Any additional shipping costs will be the responsibility of the customer.
If a package is returned due to a confirmed AXIS-Y or courier error, we will review the case and provide an appropriate resolution.
7. Order Cancellations
Orders may only be canceled before they enter fulfillment or are shipped.
To request a cancellation, please use the self-service cancellation function available through our website, order status page, or customer account page, where available.
You may also contact cs@axis-y.com with the following information:
- Subject line: CANCELLATION – Order #[Order Number]
- Full name
- Order number
- Email address used at checkout
US Orders Fulfilled by Amazon
US orders fulfilled through Amazon may enter the fulfillment process immediately after being placed.
Once processing has begun, we may be unable to cancel or modify the order.
All Other Orders
For orders not fulfilled by Amazon, cancellation may only be possible before the package leaves our warehouse.
Cancellation requests are not guaranteed. If the order has already been fulfilled or shipped, the customer may request a return in accordance with this Refund Policy.
8. Return and Refund Processing
After a returned package arrives at our designated return location, please allow approximately 5–7 business days for inspection and processing.
Once the return is approved, the refund will be issued to the original payment method.
Depending on the bank, card issuer, or payment provider, an additional 4–7 business days may be required for the refund to appear in the customer’s account.
For eligible EU withdrawal requests, the required refund will be issued within 14 days after we are informed of the withdrawal. We may withhold the refund until we have received the returned goods or the customer has provided evidence that the goods were returned, whichever occurs first.
9. Non-Returnable Items
The following items may not be eligible for return:
- Opened, used, or unsealed cosmetic products
- Products not returned in their original packaging
- Products damaged after delivery through misuse, improper handling, or improper storage
- Gift cards
- Complimentary samples or promotional gifts returned separately
- Products purchased from third-party retailers or marketplaces
This section does not limit any rights available for defective, damaged, or incorrectly supplied goods under applicable law.
10. Contact Us
For questions about returns, refunds, cancellations, damaged products, or missing packages, please contact:
Customer Support: cs@axis-y.com
Please include your full name, order number, email address used at checkout, and any relevant photographs or tracking information.