Return & Refund Policy
Last updated: Apr 17th, 2026
This policy explains return eligibility, order cancellation, and how AxisLumen assists customers with product issues. It applies to orders delivered within the United States and Canada.
These terms apply to orders placed on or after the date above. Earlier orders remain subject to the terms provided when they were purchased and your applicable statutory rights.
1. Eligibility for Returns
You may request a return within 30 days of receiving your order if your item:
- Arrives damaged or defective
- Is incorrect or differs from the specifications confirmed for your order
- Is significantly different from its description or the requirements agreed before purchase
If components are missing, contact us so we can arrange the missing parts or discuss another appropriate solution.
If you have concerns about workmanship, materials, or performance, tell us what seems wrong and share photos where possible. We’ll assess the issue against the product description and agreed specifications, then discuss the available options with you.
For defects discovered later, please still contact us. The initial reporting period does not limit assistance available under our two-year warranty or your applicable statutory rights.
2. How to Initiate a Return
To request a return, please contact [email protected] with:
- Your order number
- The item or items concerned
- A brief explanation of the issue
- Photos or a short video, where reasonably available
Let us know whether you would prefer a return, replacement, or help resolving the issue. We’ll review your request and explain the available options.
If a return is needed, we’ll provide authorization, the designated return address, and packing and shipping instructions. Please wait for these details before sending the item so it reaches the correct destination.
3. Return Shipping Costs
AxisLumen covers return shipping for eligible product-issue returns from the United States and Canada.
For approved returns involving damage, defects, incorrect items, or significant differences from the agreed product, we’ll provide a prepaid return solution or another suitable shipping arrangement.
We also cover necessary international return shipping and applicable customs charges where required. The return destination will be provided with your authorization.
Please contact us before arranging return shipping so we can organize the appropriate service for you.
4. Refunds
After a returned item reaches us, we’ll review it and confirm the outcome within 7 business days. Where a refund is agreed, it will be issued to the original payment method within 7 business days of confirmation, or sooner where applicable law requires.
For an eligible product-issue return, the refund includes the amount paid for the affected item, any original delivery charges attributable to it, and applicable taxes collected by AxisLumen. Approved refunds have no deductions for restocking or payment processing fees.
Once the refund has been issued, we’ll send you confirmation. The time it takes to appear in your account depends on your bank or payment provider. Please contact us if you need help checking its progress.
Order Cancellations
If you need to cancel an order, please email us with your order number as soon as possible.
A full refund is available when your request reaches us before dispatch and before any separately agreed work for your individual requirements has begun. Eligible cancellation refunds are issued within 7 business days of receiving the request, or sooner where applicable law requires.
For orders involving approved changes, such as size or finish alterations, we’ll explain any associated cancellation conditions before payment. Once that work begins or the order is dispatched, cancellation solely because preferences or plans have changed is no longer available.
If we cannot dispatch within the timeframe agreed at purchase, we’ll contact you with the available options, including accepting an updated schedule or cancelling the affected unshipped items for a full refund. If we cannot fulfill the order, a full refund will be provided.
5. Damaged or Incorrect Items
Please check your order after delivery and contact us promptly if anything is damaged, incorrect, or incomplete.
To help us understand the issue, please include:
- Your order number
- A description of the problem
- Photos of the affected item, where reasonably available
- Photos of the packaging and shipping label if transit damage is involved
Please retain the packaging where reasonably possible while we review the issue. Missing original packaging does not automatically prevent an eligible claim.
We’ll discuss an appropriate remedy with you, which may include replacement components, repair, a replacement item, or a refund. Necessary shipping for an approved remedy will be covered by AxisLumen.
We’ll handle any necessary carrier investigation so you can continue working directly with our support team.
6. Non-Returnable Items
For customized products and orders supplied to individual project requirements, the approved dimensions, finishes, drawings, and other confirmed details form the basis of your order. We’re happy to help clarify these details before you confirm them.
Items created or altered to those individually approved requirements are not eligible for return when they have been supplied correctly, match the agreed specifications, and are free from defects.
If a customized or project item arrives damaged, is defective, is incorrect, or differs significantly from the agreed specifications, please contact us. You can still request a return or another appropriate solution under this policy.
Standard catalog items purchased as part of a project follow the general return conditions above.
Returns solely because a different style, finish, or size is preferred are not available for correctly supplied, defect-free items.
Accurately disclosed natural material variations and normal wear do not, by themselves, qualify as defects. Damage caused by misuse, incorrect installation, or unauthorized alterations is also outside return eligibility. Opening, inspecting, or installing an item does not automatically exclude a claim for an original defect.
7. Exchanges
If your item is damaged, defective, incorrect, or significantly different from the agreed product, you may request a replacement. We’ll confirm availability and the appropriate arrangements with you.
Exchanges solely for a different style, finish, or size are not available when the original item was supplied correctly and is free from defects.
If you’re still choosing an item, our team can help you check the details before ordering.
8. Late or Missing Refunds
If your refund has not appeared after we confirm it has been issued:
- Check the original payment account.
- Ask your bank or payment provider whether the refund is still processing.
- Contact us if you need help confirming the transaction.
We’ll help you check its status and provide available refund confirmation details.
9. Contact Us
For any questions regarding returns, refunds, or replacements, please contact our customer support team at:
Email:
[email protected]
We’re here to assist you and ensure your experience remains smooth, transparent, and supported at every step.
