RETURN & REFUND POLICY
Last Updated: October 28, 2026
This policy applies to products purchased from Axivelly, operated by Hainan Xinyuanxin Internet Technology Co., Ltd.
Return Request Period
A customer must contact us to request an eligible return within 14 calendar days after delivery.
Email service@axivelly.com with the order number, purchaser name and email, product involved, reason for return, and photographs or video if the item is damaged, defective, incorrect, or incomplete. A request is not approved merely because an email has been sent. We will review it and provide instructions if authorized.
Return Conditions
Unless the item is defective, damaged, incorrect, materially misdescribed, or protected by mandatory law, it should generally be unused and unworn, in substantially the condition received, complete with original parts and accessories, and accompanied by original packaging where reasonably possible. Proof of purchase is required.
Products Requiring Individual Review
Some products may require an individual eligibility assessment because of their condition, nature, or personalization. This may include products made or modified according to customer-provided specifications.
Such products are not automatically excluded from every remedy. Defective, damaged, incorrectly supplied, or materially misdescribed items, and items covered by non-waivable consumer rights, will be reviewed under applicable law.
Return Authorization
Do not send a product back before receiving return instructions. The instructions will identify the applicable return destination and information to include. The business contact address is not automatically the return address.
Customers should retain the return receipt and tracking information until the return is completed.
Return Shipping Costs
If a return results from a verified defect, shipping damage, incorrect item, or another Axivelly error, we will provide an appropriate remedy and cover reasonable return shipping costs where required.
For a change-of-mind return, the customer is generally responsible for return shipping unless applicable law requires otherwise. Original shipping charges are generally non-refundable for change-of-mind returns.
Damaged, Defective, Incorrect, or Incomplete Orders
Inspect the order after delivery and contact us promptly about a problem. Retain all packaging and provide clear photographs or video. Depending on the circumstances and applicable law, an approved remedy may include repair, replacement, reshipment, partial refund, or full refund. We may request return of the product before issuing a final remedy.
Inspection and Refunds
After an authorized return is received, we will inspect it and notify the customer whether the refund is approved. A refund may be reduced or refused where legally permitted if the item is materially used, altered, damaged, incomplete, does not match the authorized return, or exceeds reasonable inspection.
For an approved return, the refund will normally be issued to the original payment method within 5–10 business days after the returned item has been received, inspected, and approved. A bank, card issuer, or payment provider may require additional time to post the credit.
Exchanges
Availability can change quickly during the Christmas season. Contact us if you want another product or option. We may ask you to return the original item and place a new order rather than process a direct exchange.
Mandatory Consumer Rights
This policy does not exclude, restrict, or replace any right or remedy that cannot legally be waived. If applicable law provides a longer period or more favorable remedy, that law takes priority.
Contact Information
Brand: Axivelly
Company: Hainan Xinyuanxin Internet Technology Co., Ltd.
Email: service@axivelly.com
Telephone: 0898-66828780
Address: Room 2168, 21st Floor, Haitian Pavilion, Banshan Garden, No. 1 Jinmao Middle Road, Jinmao Subdistrict, Longhua District, Haikou City, Hainan Province, China
Postal Code: 570125