Overview

We pride ourselves in our quality control, but occasionally we’ll miss a step. If your Product is defected, or we sent you an incorrect Order by mistake, you may return them for an exchange or refund, including the cost of shipping. This Returns and Refund Policy only applies to Products purchased online through www.axxel.biz.

There are a few things to note below.

If you are uncertain whether your Product or Order is eligible for an exchange, cancellation, or refund, please contact our customer service team at +65 93832729 or email enquiry@axxel.biz.

Defective Products

You may request to return a Product for an exchange or refund, including the cost of shipping, if the Product is found to be with any defects, which definition are as follows:

Critical and Major Defects

· Critical defects are defined as those which possess safety issues and threats.

· Major defects are defined as those which compromises functionality performance of the Product and severely impacts the acceptance of the Product including large area minor defects and/or major decoration errors when applicable.

You are not required to remove any decoration done to the Product or reinstate it back to its original condition in order to qualify for an exchange or refund.

General Returns

If you happen to change your mind after receiving a Product, you may request to return it for a full refund within 4 weeks from the date of receiving such Product, provided that you remove any decoration done to it and reinstate it to its original condition.

If you are unable to remove the decoration done to the Product and reinstate it to its original condition, you may request to return the Product for a 30% refund.

In both scenarios, you are required to bear any shipping cost associated with such returns.

Cancellations

You may request to cancel an Order for a refund, but you’ll need to do it before we process it.

We reserve the sole right to assess and approve or reject such request, as your Order may have already been processed. Therefore, you must submit a request to cancel your Order as soon as possible.

Exchanges

We will provide an exchange for the defected Product with a Product that is new, including any decoration or customization done to it when applicable. You must request for an exchange within 4 weeks from the date of receiving the Product.

We will bear any shipping cost associated with such exchange.

Refunds

We may, at our sole discretion, issue Credit Notes as a refund.

Typically, refunds, if applicable, will be processed via same source as the payment mode i.e., if the payment was by Credit Card, we will refund the Credit Card. However, if the payment mode was Check or Bank Transfer, then we will mail a check to your billing address or transfer the balance to your bank account. Credit Notes will be issued as a refund for general returns or cancelled orders.

The refund process will be initiated once we have received the Product. Typically, refunds are processed in less than 15 business days, but in case of payments by check or DD, it may take a few extra days for the check to be delivered to your billing address.

Eligibility

In order to be eligible for a return, you must submit a claim with us within 1 (one) month from the date you receive the Products.

How to Make A Claim

If you wish to make a claim, please contact our customer service team at +65 93832729 or email enquiry@axxel.biz with the following details:

· full name;

· contact number;

· Order number; and

· description and photograph of the faulty product.

We will review your case and get back to you within 5 business days with further instructions.

See our 1-Year Limited Warranty for more detailed information regarding our warranty policies.

Effective as of 1 September 2019.