At Axionetra, we want you to feel confident when shopping with us. If there is an issue with your order, we are here to help. Please read our Refund and Returns Policy carefully before making a purchase.

By placing an order on https://www.axionetra.com, you agree to the terms below.

 1. Return Eligibility

We accept return requests for eligible items within 14 days of delivery.
To be eligible for a return, the item must:
• Be unused, unworn, unwashed, and in its original resellable condition
• Be returned in the original packaging where possible
• Not be damaged by misuse, improper handling, or normal wear and tear

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

Because Axionetra offers made-to-order customized and personalized products, some items are not eligible for return or refund unless they arrive damaged, defective, or incorrectly made.
Non-returnable items include:
• Custom-made or personalized apparel with custom text, logos, prints, or embroidery
• Products produced according to customer-provided design specifications
• Final sale or clearance items marked as non-returnable

Please double-check your custom information and size selection before completing your purchase.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at official@axionetra.com.
Please provide the following materials for verification:
• Your order number
• A brief description of the issue
• Clear photos showing the product defect and outer package condition

Once reviewed, we will offer an appropriate solution, which may include:
• A free replacement
• A partial refund without return
• A full refund
• Store credit where applicable

For minor quality issues, we prioritize partial refund solutions to save you the time and cost of cross-border return shipping.

4. Size Issues

Please refer to our size guide carefully before placing your order.
If an item does not fit but matches the size specifications you ordered, it will not qualify for a free return or refund. However, if we sent the wrong size due to our error, please contact us and we will work to resolve the issue promptly.

5. Order Change or Cancellation Requests

If you need to modify or cancel your order, please contact us as soon as possible at official@axionetra.com.
• We can modify or cancel standard orders before they enter processing and shipment.
• For custom or personalized orders, changes and cancellations are only accepted before production starts. Once production has begun, the order can no longer be changed, canceled, or refunded.

6. Return Process

To request a return, please contact us first via email. Do not send any items back without prior approval. Unauthorized returns may not be accepted.
Return process steps:
• Submit your return request to official@axionetra.com with your order number and reason
• Wait for our review and approval within 2-3 business days
• If approved, we will provide the official return address and instructions
• Ship the item back and provide the return tracking number

7. Return Shipping Costs

• If the return is caused by our error (damaged goods, defective items, wrong items/sizes), we will cover the return shipping cost.
• If the return is requested for personal reasons (change of preference, wrong size ordered by customer, etc.), the customer is responsible for all return shipping fees and any related customs charges.
• Original shipping fees are non-refundable unless otherwise required by law.

8. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 3-5 business days. Please note that the actual time for the refund to appear in your account depends on your bank or payment provider’s processing rules.

9. Late or Missing Refunds

If you have not received your refund after approval, please complete the following checks first:
• Check your bank account balance again
• Contact your credit card company or payment provider
• Contact your bank, as processing times vary by institution

If you still need assistance after checking, please contact us at official@axionetra.com.

10. Exchanges

We only offer exchanges for items that are defective, damaged, or incorrectly sent due to our fault. If you need to submit an exchange request, please email us at official@axionetra.com with supporting photos.

11. Contact Information

If you have any questions about this Refund and Returns Policy, please contact us:
• Operated by: Yiwu Hengrun Trading Firm
• Official Email: official@axionetra.com
• Website: https://www.axionetra.com