Returns & Refunds Policy

INTRODUCTION
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return or an exchange, your item must be in the same condition that you received it, unopened or unused, with any applicable tags still attached, and in its original packaging. You’ll also need the receipt or proof of purchase. Photos may be requested as proof the package is undamaged.

To start a return, you can contact us at returns@axdcollections.com. Please note that returns will need to be sent to our supplier depot, and a restocking fee may be charged to you depending on the brand. You will be informed of this when we respond to your request.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will incur an admin fee of £50, and may be delayed. We highly recommend you contact us as soon as possible.

For some large and bulky items, we can arrange collection at a time that suits you. There may be a fee for this, which will be offset from the refund amount, but again this will be discussed with you when you request your refund.

You can always contact us for any returns question at returns@axdcollections.com or call us on 020 8064 2010.

DAMAGES & DELIVERY ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item.

Please Do not accept delivery from the courier if any of these occur. We can then evaluate the issue and make it right. If you are unable to get through to us for any reason, please refuse delivery and ask the courier to contact us.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as adhesives) or digital goods, custom products (such as special orders or personalised items), and individual goods that are part of a set (goods that need assembly).

We also do not accept returns for hazardous materials, flammable liquids, or gases if such items are part of your purchase, unless these are arranged for collection by us. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards. This industry fluctuates greatly and you must make responsible purchases. Exceptionally large orders will be verified before your payment is accepted.

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@axdcollections.com and quote your return confirmation number in the subject line. We will endeavour to expedite the return, or compensate you for the delay.

EXCHANGES
The fastest way to ensure a smooth exchange and get what you want is to return the item you have to us as quickly as possible. Once the return is accepted, your account will be credited with the returned item value and you can then make a separate purchase for the new item.

If this is not possible due to time limiting factors with your project meaning you need to purchase a new item before sending the return, then you can contact one of our sales team who can put a note on your order. This might mean either your account is credited with the return goods value as a show of good faith, or that your return is collected via courier to speed up the process.


SATISFACTION GURANTEE
Please note, that although we always endeavour to keep our customers who buy our products happy first and foremost, we may not be able to satisfy everyone immediately due to unforeseen circumstances or things that are out of our hands.

To Guarantee satisfaction in times like this however, we will endeavour to offset loses by way of providing some of our extremely valuable professional services at highly discounted rates. Please ask to speak to one of our senior members to arrange this.