How to return an item
Step 1: Contact Customer Service
Before initiating a return, please email our customer service team at axamate2019@gmail.com.
Step 2: Provide Details & Receive Instructions
In your email, please include your order number, the name of the item you wish to return, and the reason for the return. Our team will then provide you with detailed return instructions and the address of the designated return warehouse.
Important Note:
All returns for faulty or damaged goods must be approved by our customer service team before you send the item(s) back. If the faulty item is in stock, we will gladly offer a replacement.
Missing items or undelivered orders?
In the unlikely event that your order does not arrive or is missing parts, please contact us within 7 calendar days of receiving your dispatch confirmation email.
Email us at: axamate2019@gmail.com
Please include: Your order number and a description of the issue.
Faults or Damage
Please inspect all items immediately upon delivery. Any faults or damage must be reported to us within 7 days of receiving your order, and before the item is installed or fitted.
To report an issue:
Email our customer service team at axamate2019@gmail.com as soon as possible.
Include clear images or a video of the damage to help us verify the issue and assist you promptly.
Return cost
Customers are responsible for the cost of returning an item unless the return is due to a manufacturer defect or an error on our part.
Additionally, the original outbound shipping fee we incurred to send the order to you is non-refundable.
Example of a Non-Defective Return:
| Action | Cost |
| Original Product Price | $500 |
| Original Outbound Shipping Fee (Deducted from refund) | -$50 |
| Return Shipping Cost (Paid by customer) | -$50 |
| Total Refund Amount | $450 |
Cancel order or amend the order
Please email us at axamate2019@gmail.com within 24 hours of placing your order if you need to cancel or make changes.
Please note the following restrictions:
We are unable to cancel orders that have already been processed for dispatch.
Cancellations are not available for the following:
Customized or "Made to Order" items.
Products labeled as Final Sale.
Special purchases, including: Inventory Sale Items, Discontinued Items,Custom Quotes, Invoices labeled as Customized Invoice.
Pre order dispatch
All of our products are marked on their individual listing as either 'in stock' or 'pre order'. If it's a pre order item then we will give an estimated delivery time on the product listing. The date shown is the estimated delivery date to arrive customer’s shipping address. A follow email will help to know more about your order status.
In stock dispatch
If the item(s) is in stock the typical delivery lead-time is 2 weeks. Package will be dispatched within 48 hours.
Shipping costs
All our products include standard shipping for both pre-order and in-stock items. If you require earlier delivery, an expedited shipping option is available for an additional cost.
Estimated Delivery Times:
Standard Shipping:
Pre-Order Items: 6-8 weeks
In-Stock Items: Within 2 weeks
Expedited Shipping (Additional Cost):
Pre-Order Items: 3-4 weeks
In-Stock Items: Approximately 1 week
Please contact us at axamate2019@gmail.com to request expedited shipping and receive a quote.
4.Failed or refused delivery
Any failed delivery that is returned to our warehouse will either be subject to charge for a second delivery, or any refund will be given minus any costs incurred. Please note once your items have been dispatched you will not be able to cancel your order.
Order has not arrived
In the unlikely event that your order does not arrive or any part is missing from your delivery please get in touch with us within 7 calendar days of receiving your dispatch notification email on axamate2019@gmail.com and our team will be able to assist you.
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