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Items shipped from AXG, can be returned within 30 days of receipt of shipment in most cases. Some products have different policies or requirements associated with them.
Items can be returned within 30 days of receipt of delivery via contact AXG customer service. It can take up to 25 days for an item to reach us once you return it. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account.
Your return label will require you to return the item at your own expense. AXG will automatically refund up to $20 for return postage costs on receipt of the item. If your return postage costs exceed $20, you may contact our Customer Service Center to request a refund of the remaining postage cost. If you return a defective, damaged or incorrect item, you’ll be refunded the full postage cost, as well as your Import Fees Deposit, once your return is processed.
Privacy policy
We are committed to protecting your personal information in accordance with this Privacy Policy and the Privacy Act 1993 (as amended and replaced from time to time). If you have any questions, please contact us using the details in the “Contact Us” section below.
Delivery with Services
Returns or exchanges for items purchased from a third-party seller that provided a Delivery with Service (in-home unpacking, installation, assembly, etc.) have to be scheduled by the seller.
During the scheduled return pick-up, the seller will uninstall or disassemble, and pick up the item.
All sellers participating in the Delivery with Services program are required to support scheduled return pickups or exchanges.
If a seller does not offer these methods, or is non-responsive to scheduling an appointment to return your items, you may contact the AXG customer service centre, or file an A-to-z Guarantee claim.
If a Delivery with Services item is missing parts or damaged through customer misuse, the customer may be charged a restocking fee based on the condition of the product.
Export Conditions
AXG using FTD Logistic to export products overseas, for more information, please see the FTD website at http://www.ftd.nz/ AXG mostly sending products by air, sometimes by sea.
Baby Items
Baby items can be returned within 90 days of receipt of shipment.
Breast pumps must be returned unused in their original condition with the factory seal and packaging intact.
Baby products Fulfilled by AXG qualify for free return shipping. If the item detail page includes "Free Returns" messaging, the product is eligible for free return shipping.
If your return is not a result of an AmXG error, we won't refund the original shipping fees.
Clothing and Accessories
You can return clothing and accessories up to 30 days after the delivery date.
Free Returns are available for select clothing. You'll see "Free Returns" messaging on the detail page for items that qualify.
Items from The Drop Collections are eligible for returns, but a return shipping fee will be deducted from your refund due because the item is made-on-demand for you.
Handmade and Customizable Products
Returns on custom, handmade products that have had different customization options, including any configurations, inscriptions, or designs (such as engravings, stamps, monograms, embroidery, embossing, etching or carving) are as follows:
Notify the third-party seller within 14 days of receipt.
Due to personal configuration, inscription, or design on these products, the third-party seller is not required to accept returns or exchanges unless the products are damaged or defective upon arrival.
If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party seller, you are protected per the AXG A-to-z Guarantee.
All product packaging (such as boxes) and if applicable; certificates of authenticity, grading, and appraisal must be returned with the item. Products missing all their applicable tags are not acceptable for return.
