1. Contact Us Before Returning an Item

If you wish to return an order, please email service@axvurel.com before sending any merchandise. Include your order number, the product name, the reason for the request, and any relevant photographs.

Our team will review the request and explain whether it qualifies under the applicable policy, what information is needed, and where an authorized return should be sent. Do not send an item to the company address printed at the bottom of this page unless our support team explicitly confirms that it is the correct return destination.

2. Return Eligibility

Return eligibility depends on the circumstances of the purchase, the product's condition, the timing of the request, applicable law, and any specific terms disclosed at checkout. Where a return is accepted, the item may need to meet the following conditions:

• The return request is submitted within the applicable return period communicated for the order or required by law.
• The item can be identified as part of the relevant order.
• The item is returned in the condition required for the applicable return reason, subject to legal rights.
• Any included accessories, packaging, or other components requested for the return are included where reasonably applicable.
• The customer follows the return instructions provided by our support team.

Nothing in this policy is intended to limit consumer rights that cannot lawfully be excluded or restricted. If mandatory local law provides a different return or cancellation right, that law will apply.

3. Items That May Not Qualify for a Voluntary Return

Subject to mandatory legal rights, a voluntary return may be declined where an item has been materially damaged through misuse, has been altered beyond ordinary inspection, is missing required components, or cannot reasonably be linked to the order.

Personal preference, ordering the wrong phone model, or selecting the wrong variant may affect eligibility for a voluntary return. Please contact us for review rather than assuming that a request will automatically be accepted. This section does not remove any remedy required by law for faulty, misdescribed, or otherwise legally nonconforming goods.

4. Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, contains the wrong product, is missing an item, or appears defective, contact us promptly after discovering the issue.

Please provide:

• Your order number and the email address used at checkout.
• The name of the affected product and selected phone model or variant.
• A clear description of the problem and when it was discovered.
• Photographs showing the item, packaging, and visible damage or discrepancy where possible.

We will assess the information and explain the next steps. Depending on the circumstances, available remedies may include a replacement, repair where appropriate, refund, or another remedy required by applicable law. We may request reasonable additional information to investigate the issue.

5. How to Request a Return

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return, the applicable policy, and mandatory consumer protection law. For example, a voluntary return based on a change of mind may be treated differently from a confirmed incorrect or defective item.

Before shipping a return, ask our team to clarify any applicable shipping arrangements. We will explain whether you need to arrange shipping, whether a particular method is required, and what documentation should be retained. Do not assume that an unapproved shipping charge will automatically be reimbursed.

7. Refund Eligibility and Processing

Refunds are reviewed in accordance with the reason for the request, order status, applicable policy, and legal requirements. If a refund is approved, it will generally be issued through the original payment method where feasible, unless another method is agreed or required by law.

The time required for a refund to appear in your account may depend on the payment processor, card issuer, bank, or other financial institution. A refund confirmation does not necessarily mean the funds will appear immediately.

If a refund does not appear after the timeframe communicated by our team or payment provider, please contact us with your order number and refund confirmation details. We will review the status and advise you on the next steps.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible with your order number. Cancellation may be possible before processing or dispatch, but it cannot be guaranteed once an order has progressed through fulfillment or has been handed to a carrier.

If an order cannot be cancelled, you may contact us to discuss the applicable return options after delivery, subject to the relevant policy and legal rights.

9. Exchanges and Replacements

If you need a different phone model, color, or variant, contact support to discuss available options. Exchanges depend on product availability, order status, and the circumstances of the request. We cannot guarantee that a replacement variant will be in stock.

For an item that is damaged, incorrect, or otherwise covered by a legal remedy, we will review the appropriate resolution under the circumstances and applicable law.

10. Abuse, Fraud, and Disputes

We may review return and refund requests for consistency, authenticity, and compliance with the applicable policy. If information is incomplete or contradictory, we may request clarification before reaching a decision.

This does not affect any non-waivable rights you may have under consumer protection law or your right to pursue a dispute through the appropriate lawful channels.

11. Contact Us

For a return, refund, cancellation, or replacement request, email service@axvurel.com. Please include your order number in the subject line and retain any correspondence related to your request.