Refund policy

Return & Refund Policy

At Axyloza, your satisfaction is our top priority. We want you to shop with confidence, knowing that if there’s ever an issue with your order, we’re here to make it right.

We follow a fair and transparent process for returns, exchanges, and refunds, with clear timelines to ensure your request is handled quickly.

Returns

You may request a return within 30 days of receiving your order.

Returned items must be:

  • In original condition

  • Unworn and unwashed

  • With all original tags and packaging

Exceptions:

  • Custom-made items may only be returned if they are defective or incorrect.

  • We reserve the right to refuse returns that do not meet the above criteria.

If your order arrives damaged, broken, not as described, missing items, or with quality issues:

  • Please contact us with clear photos or videos showing the issue.

  • Once approved, if the item needs to be returned, we will send you a prepaid return shipping label within 3 business days.

  • We will process your refund as soon as the returned package shows “in transit” in the tracking system.

Exchanges

  • Exchanges are available for items of the same value.

  • Exchange requests must also be made within 30 days of delivery.

  • Items must be in original condition (unworn, unwashed, with tags).

  • If an exchange is requested due to a defective or incorrect product, we will cover the return shipping.

  • Replacement items will be shipped within 5 business days of exchange approval (subject to stock availability).

Refund Policy

We aim to process refunds quickly and fairly:

  • Refunds are issued for the original purchase amount to your original payment method.

  • Once approved, refunds will be issued within 3 business days of confirmation (or item in transit if returns apply).

  • Shipping costs are non-refundable unless the item received is defective, damaged, or incorrect.

  • For orders delayed or lost in shipping beyond the promised timeframe, refunds may also be issued after verification.

How to Initiate a Return, Exchange, or Refund

  1. Contact our Customer Service team at [Axyloza’s contact page/email].

  2. Provide your order number, a brief description of the issue, and any proof (photos/videos if applicable).

  3. We will respond within 3 business days with the next steps.

Important Notes

  • If your order has not shipped and you wish to cancel, please contact us immediately. While we will do our best to honor the request, cancellations depend on supplier acceptance.

  • If incorrect shipping details are provided and the order cannot be delivered, the buyer will be responsible for return shipping or redelivery fees.

  • For non-defective returns made due to a change of mind, we may accept them, but a restocking/repacking fee (up to 35% of the order value) may apply.

We’re Here to Help

Your shopping experience matters to us. If you have any concerns or are not satisfied with the resolution provided, you may request further review by our support team to make sure your case is handled fairly.