Return & Refund Policy
Last updated: Dec 10th, 2025
At AxisLumen, we want every customer to feel confident and delighted with their purchase. Each piece we offer is crafted with care, and we stand behind the quality of our products. If something doesn’t meet your expectations, we’re here to help. Please review the policy below for details on returns, refunds, and replacements.
1. Eligibility for Returns
You may request a return within 30 days of receiving your order.
To be eligible, items must be:
Unused and in their original condition
Returned with all original packaging and materials
Free of damage not caused during delivery
We reserve the right to refuse returns that do not meet these conditions.
2. How to Initiate a Return
To begin a return, please contact us at [email protected] with:
Your order number
The item(s) you wish to return
A brief explanation of the reason for the return
Our customer support team will provide detailed instructions for returning your item.
Please do not send items back without prior authorization, as this may delay processing.
3. Return Shipping Costs
Unless the item arrived damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service to ensure safe delivery. We cannot guarantee that we will receive returned items and are not responsible for packages lost in return transit.
4. Refunds
Once your return is received and inspected, we will notify you by email of the approval or denial of your refund.
If approved, a refund will be issued to your original payment method within a few business days.
Please note:
Original shipping fees (if any) are non-refundable
Processing times may vary depending on your bank or payment provider
5. Damaged or Incorrect Items
We take great care in packaging our products. If your order arrives damaged or you receive an incorrect item, please contact us immediately at [email protected].
To expedite resolution, include:
Your order number
Clear photos of the damage or issue
A description of the problem
We will arrange a replacement or refund at no additional cost to you.
6. Non-Returnable Items
Certain items cannot be returned:
Customized, made-to-order, or personalized products
Items modified after delivery
Products showing signs of use or installation
These items are eligible for return only if they arrive damaged or defective.
7. Exchanges
If you would like an exchange for a different item, finish, or style, please contact us. Exchanges are handled as returns followed by a new order unless otherwise approved.
8. Late or Missing Refunds
If you haven’t received your refund within the expected timeframe:
First check with your bank or card provider.
Processing times can vary based on financial institutions.
If you still have concerns, contact us and we’ll be happy to help.
9. Contact Us
For any questions regarding returns, refunds, or replacements, please contact our customer support team at:
We’re here to assist you and ensure your experience with us remains smooth, transparent, and supported at every step.
