At Axiwear Pet Store, we want you and your pets to be happy with every purchase. While we do our best to offer carefully selected, high-quality products, we understand that sometimes an item may not be quite what you expected. This Returns & Refunds Policy explains when and how you can return a product and how refunds are handled.
Please read this policy carefully before making a purchase. This policy applies to online orders placed through our website and is designed in line with common consumer standards for customers across the European Union. Nothing in this policy affects your statutory rights under applicable consumer protection laws.
To be eligible for a return, the following conditions generally apply:
We reserve the right to inspect returned items. If an item is returned in a condition that makes it unsuitable for resale (for example, visibly used, heavily damaged by the customer, or missing parts), we may reject the return or offer only a partial refund.
If you are unsure whether a specific item is eligible for return, please contact our support team at support@axiwear.com before sending anything back.
Unless otherwise stated, you may request a return within 30 days from the date you received your order. This period includes both inspection time and the time needed to notify us.
The 30-day period begins on the day you (or a person designated by you) physically receive the products. If you receive your items in multiple packages, the period may start with the delivery of the last package of your order.
Returns requested after this period may unfortunately not be accepted. We recommend checking your items promptly after delivery.
For hygiene, safety, and quality control reasons, certain items may be non-returnable unless they arrive damaged or defective. These may include, for example:
If you are unsure whether your product qualifies for return, please contact us before sending it back or before opening/using the item.
To initiate a return, please follow these steps:
Do not send items back before receiving our instructions, as this may delay processing or cause issues in identifying your return.
Return shipping costs depend on the reason for the return:
In all cases, we recommend using a tracked shipping method for returns to ensure safe delivery back to us.
Please ensure items are packed securely to avoid damage during transit. Using the original packaging is recommended. If the product is damaged during return shipping due to improper packaging, this may affect the refund amount.
Once we receive and inspect your returned item, we will notify you about the approval, partial approval or rejection of your refund. We will also inform you of the expected refund amount and method.
Approved refunds are usually processed back to your original method of payment, unless we expressly agree otherwise.
After approval, the time needed for the refund to appear on your account depends on your bank or payment provider. Typically, it may take several business days after we process the refund.
In some situations, only partial refunds may be granted, for example:
In some cases, we may offer a store credit or replacement product instead of a refund, depending on the situation and your preference.
If you receive a damaged, defective or incorrect item, please contact us as soon as possible at support@axiwear.com with the following:
We will review your case and offer a suitable solution, which may include a replacement, partial refund or full refund, depending on the situation.
If a product appears defective or fails in normal use within a reasonable period, please contact us with detailed information. Depending on the case, we may offer:
If you receive an item that is different from what you ordered, please contact us promptly with your order number and a photo of the item received. We will correct the mistake and arrange a suitable solution (for example, resending the correct item or providing a refund).
We do not guarantee direct exchanges for all products and locations. If you would like to exchange an item (for example, for a different size or type), the most common process is:
In certain cases, and where logistics allow, we may offer a more direct exchange solution. Please contact us and we will inform you of the options available for your specific situation.
As an online store serving customers within the European Union, we recognise and respect applicable consumer protection rules. This policy is intended to provide clear and fair conditions, and it does not limit any rights you may have under mandatory consumer protection laws in your country of residence.
If any part of this policy contradicts such laws, those legal rights will prevail for consumers protected by them.
If you have any questions about this Returns & Refunds Policy, or if you need assistance with a specific order or return, please contact us via our website Contact page or email us at support@axiwear.com.
To help us respond quickly, please include:
At Axiwear Pet Store, we are committed to providing a positive and fair experience for every customer, and we will do our best to assist you with any return or refund questions you may have.
You can request a return within 30 days from the date your order was delivered. We recommend checking your items promptly after delivery and contacting us as soon as possible if there is any issue with your order.
In most cases, customers are responsible for return shipping costs, especially if the return is due to a change of mind or if the item is not defective. If the return is due to our error (for example, damaged, defective or incorrect item), we may cover or reimburse the return shipping according to our internal policy.
Approved refunds are usually processed back to your original method of payment. In some cases, we may offer store credit or a replacement product instead of a refund, depending on the situation and your preference.
If you receive a damaged, defective or incorrect item, please contact us as soon as possible at support@axiwear.com with your order number and clear photos of the product and packaging. We will review your case and offer a suitable solution, such as a replacement, partial refund or full refund.
These Terms & Conditions (“Terms”) govern your use of the Axiwear Pet Store website (“Site”) and your purchase of products from us. By accessing our Site or placing an order, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you should not use our Site or place an order.
“We”, “us”, and “our” refer to Axiwear Pet Store, a business registered in the United Kingdom. “You” and “your” refer to the customer or user of our Site.
Last Updated: [Insert Date]
By using our Site, you confirm that you are at least 18 years old or accessing the Site under the supervision of a parent or legal guardian. You agree to use this Site only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use and enjoyment of the Site.
We reserve the right to modify, suspend or discontinue any part of the Site at any time without prior notice.
We strive to describe and display products as accurately as possible, including colours, sizes, and descriptions. However, minor variations may occur and we do not warrant that product descriptions, images or other content on the Site are completely error-free.
All products are intended for use with pets and should be used according to the instructions provided on the packaging or product page. You are responsible for determining whether a product is suitable for your pet.
By placing an order on our Site, you are making an offer to purchase the selected products under these Terms. All orders are subject to availability and acceptance by us.
The steps to place an order are generally as follows:
After you place an order, you will receive an order confirmation email. This confirmation acknowledges receipt of your order, but it does not constitute our acceptance. A contract is formed when we dispatch your items and send a dispatch confirmation, or when we otherwise confirm acceptance of your order.
We reserve the right to refuse or cancel any order, for example in cases of:
All prices displayed on our Site are shown in the currency indicated and are subject to change at any time without notice. The price you pay will be the price indicated at the time you place your order, including any applicable taxes where stated.
We offer free shipping on all orders, unless otherwise clearly specified.
Payment must be made using the payment methods available at checkout. By providing payment information, you confirm that you are authorised to use the selected payment method and that all details are accurate.
We ship primarily within the European Union. Estimated delivery times are provided on our Shipping Information page and may vary depending on the destination, product type, and logistic conditions. These times are estimates and are not guaranteed.
Risk of loss and title to the products pass to you upon delivery to the address you provide. Please ensure your shipping details are accurate and complete.
For full details, please refer to our dedicated Shipping Information page.
We want you and your pets to be satisfied with your purchase. Our returns and refund process is described in detail on our Returns & Refunds Policy page, which forms part of these Terms.
In general, you may have the right, under certain conditions, to return products within a specified period after delivery, provided the items are in suitable condition as outlined in our policy.
To review eligibility, conditions, and procedures, please see our Returns & Refunds Policy.
Our business is registered in the United Kingdom and we ship to customers across the European Union. Depending on your location and applicable laws, your order may be subject to customs processes, VAT, or other local charges. You are responsible for any such additional costs, where applicable, unless stated otherwise.
To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, arising out of or in connection with your use of the Site or purchase of products.
Our total liability for any claim under these Terms, whether in contract, tort or otherwise, shall be limited to the amount you paid for the product(s) in question.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
If you create an account on our Site, you are responsible for keeping your login details confidential and for all activities that occur under your account. You must notify us immediately if you suspect any unauthorised use of your account.
All content on the Site, including text, graphics, logos, images, and design, is owned by or licensed to Axiwear Pet Store and is protected by applicable intellectual property laws. You may not copy, reproduce, distribute, modify or use any content from the Site without our prior written consent, except for personal, non-commercial use in connection with purchasing products from us.
Your privacy is important to us. Our collection and use of personal data is governed by our Privacy Policy, which forms part of these Terms. By using our Site or placing an order, you acknowledge and agree to the terms of our Privacy Policy.
Our Site may contain links to third-party websites. These links are provided for your convenience only. We do not control and are not responsible for the content, security, or privacy practices of third-party sites. Accessing any third-party website is at your own risk.
We may update or modify these Terms from time to time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of the Site or placement of orders after such changes constitutes your acceptance of the revised Terms.
These Terms and any disputes arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, without prejudice to any mandatory consumer protection rights that may apply in your country of residence within the European Union.
Any disputes shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, and, where applicable, the courts of your country of residence as required by consumer protection law.
If you have any questions about these Terms & Conditions, or about your order, please contact us through our website Contact page or via our support email.
By ticking the checkbox at checkout or completing your purchase, you confirm that you have read, understood and agree to be bound by these Terms & Conditions.
