Refund & Returns
We want every order to arrive correctly and in acceptable condition. This page explains the general process for return, replacement and refund requests.
When a return or replacement may be accepted
The delivered product or selected variation is different from the confirmed order.
The item arrives with significant physical damage that was not disclosed before purchase.
The product has a functional defect when first received, subject to product-specific terms.
An included item, accessory or quantity is missing from the delivered package.
Return conditions
- Contact Customer Care as soon as possible after delivery. Any product-specific return/replacement window shown on the product, invoice or order terms will apply.
- Keep the item unused where possible, with original tags, packaging, accessories, manuals, warranty materials and included gifts.
- Provide the order number and clear evidence of the issue. Photos and an unboxing video are especially useful for damaged, wrong or incomplete deliveries.
- Items damaged through misuse, accidental damage after delivery, unauthorized repair/modification or improper handling may not qualify.
- For hygiene-sensitive, personal-use or sealed products, an opened seal may affect return eligibility unless the item is defective or the wrong item was supplied.
- Fashion size/color exchanges depend on stock and the condition of the returned item. If the ordered variation was correctly supplied, exchange delivery costs may apply.
How to request a return
- Contact us with your order number and a short explanation of the issue.
- Share evidence when requested, such as photos or video.
- Wait for return instructions. Do not send an item to an address unless Customer Care has confirmed the return process.
- Inspection. Returned items are checked against the reported issue and return conditions.
- Resolution. When approved, we arrange the applicable replacement, exchange, store resolution or refund.
Refunds
Approved refunds are processed after the return/review is completed. The refund method can depend on how the order was paid and what payment options are available. Bank, card or mobile financial service processing time may vary after a refund is released.
Original shipping charges and return courier charges may be non-refundable where the return is not caused by an AvexonX fulfilment error or confirmed product defect.
Order cancellation
If you need to cancel an order, contact us before dispatch. Once an order has been handed to a courier, cancellation may no longer be possible and the applicable delivery/return process may apply.
Product-specific terms
Some electronics, fashion items, accessories, promotional bundles or other products may have specific warranty, exchange or return conditions. Product-specific terms take priority where they are clearly disclosed. This policy does not limit rights that apply under applicable law.
Start a request by visiting Contact Us.