Return & Refund Policy
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- Return & Refund Policy
At Axelvora, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we're here to help.
This Return & Refund Policy complies with applicable UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Your Right to Cancel
If you change your mind, you have the legal right to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, please contact us within 14 days of delivery. Once your cancellation request has been accepted, you must return the item within a further 14 days.
To request a cancellation, please contact:
Email: support@axelvora.com
2. Return Eligibility
To qualify for a return, the item must:
- Be unused and in its original condition
- Be returned in its original packaging
- Include all accessories, manuals, labels, and tags
- Be accompanied by proof of purchase or your order confirmation
We may request photographs of the item before approving a return.
3. Faulty, Damaged or Incorrect Items
If your order arrives:
- Damaged
- Faulty
- Defective
- Incorrect
- Not as described
Please contact us within 48 hours of delivery.
Include:
- Order Number
- Full Name
- Description of the issue
- Clear photographs of the product
- Photos of the packaging (if applicable)
If your claim is approved, Axelvora will arrange a replacement, repair, or full refund in accordance with UK consumer law.
4. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they are faulty or damaged:
- Personal care products
- Beauty and cosmetic products
- Underwear and intimate apparel
- Swimwear (where hygiene seals have been removed)
- Opened hygiene products
- Gift Cards
- Digital downloads
- Personalised or custom-made products
- Products marked as Final Sale
5. Return Shipping
If you are returning an item because you have changed your mind, you are responsible for the return shipping costs.
If the item is faulty, damaged, incorrect, or not as described, Axelvora will cover the reasonable return postage costs.
We recommend using a tracked delivery service, as we cannot accept responsibility for returned parcels lost in transit.
6. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method.
Refunds are normally processed within 14 days after receiving the returned goods or receiving proof that the goods have been returned.
Shipping charges are refundable only where required by UK consumer law or where the return results from our error.
7. Exchanges
We replace items only if they are:
- Faulty
- Damaged
- Defective
- Incorrectly supplied
Replacement items are subject to stock availability.
8. Order Cancellations
Orders may be cancelled before they have been processed or dispatched.
Once an order has entered our fulfilment process, cancellation may no longer be possible. However, you may still have the right to return the item under our 14-day cancellation policy.
9. Return Approval
Please do not return any item without contacting us first.
Returns sent without prior authorisation may experience delays or may not be accepted.
10. Return Checklist
Before returning your item, please ensure:
- ✓ Item is unused
- ✓ Original packaging is included
- ✓ All accessories are included
- ✓ Proof of purchase is available
- ✓ Return has been authorised by Axelvora
11. Refused Returns
We reserve the right to refuse a return where:
- The product has been used beyond reasonable inspection.
- The item is returned outside the permitted return period.
- Required parts or accessories are missing.
- The returned item differs from the original order.
- Fraudulent or abusive return activity is suspected.
This does not affect your statutory rights under UK consumer law.
12. Contact Us
If you have any questions regarding returns or refunds, our Customer Support Team is happy to assist.
Axelvora Customer Support
Email: support@axelvora.com
We aim to respond to all enquiries within 1–2 business days.
Note: This policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. Customers based in the United Kingdom are entitled to all legal rights provided by UK law.
