Refund Policy

At Axlom Canada, we take pride in the quality of our car care products and are committed to ensuring your satisfaction. This Refund Policy outlines our procedures for returns, exchanges, and refunds. By purchasing products from our website, you agree to the terms of this policy.

1. Return Eligibility

1.1 General Return Policy

We offer a 30-day satisfaction guarantee on most products. If you are not completely satisfied with your purchase, you may return it within 30 days of delivery for a refund or exchange, subject to the conditions outlined in this policy.

1.2 Requirements for Returns

To be eligible for a return, your item must meet the following conditions:

• The return request must be initiated within 30 days of receiving the product
• The product must be in its original packaging
• For unopened products: The product must be unused, sealed, and in the same condition that you received it
• For opened products: Only products that are defective, damaged in transit, or significantly different from their description may be eligible for a refund or exchange
• You must provide proof of purchase (order number, receipt, or order confirmation email)

1.3 Non-Returnable Items

The following items cannot be returned:

• Products that have been used beyond testing a small amount (more than 10% of contents used)
• Products that show signs of misuse or improper storage
• Gift cards
• Downloadable digital products
• Clearance or final sale items (marked as such at the time of purchase)
• Promotional items or free gifts
• Custom or personalized products

2. Return Process

2.1 Initiating a Return

To start the return process, please follow these steps:

1. Contact our customer service team at [email protected] or call +44 965 026 7994 within 30 days of receiving your order
2. Provide your order number, the items you wish to return, and the reason for your return
3. Our team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and return instructions
4. Package the items securely in their original packaging if possible
5. Include your RMA number on the outside of the package
6. Ship the package to the address provided in the return instructions

2.2 Return Shipping

Return shipping arrangements and costs depend on the reason for the return:

• Returns due to our error (incorrect item shipped, product defective on arrival, or damaged in transit): We will cover the return shipping costs and provide a prepaid shipping label
• Returns due to customer preference (change of mind, ordered incorrect product, or any other reason not related to product defect or our error): You are responsible for the return shipping costs

2.3 Return Processing Time

Once we receive your returned item, we will inspect it and notify you of the status of your refund or exchange. The processing of your return typically takes 5-7 business days from the date we receive the product.

3. Refunds

3.1 Refund Eligibility

Refund eligibility depends on the condition of the returned product and the reason for the return:

• Unopened products in original condition: Full refund of the purchase price
• Opened but defective products: Full refund of the purchase price
• Opened products returned due to customer preference: May be eligible for a partial refund (up to 70% of the purchase price) or store credit, at our discretion
• Products that don't meet our return requirements: May be returned to you at your expense with no refund issued

3.2 Refund Methods

Refunds will be issued using the same method of payment used for the original purchase:

• Credit/Debit Card purchases: Refunded to the same card
• PayPal purchases: Refunded to your PayPal account
• Store Credit or Gift Card purchases: Refunded as Store Credit

3.3 Refund Timing

After your return is approved and processed:

• Credit/Debit Card refunds: Typically take 5-10 business days to appear on your statement, depending on your card issuer
• PayPal refunds: Usually processed within 2-3 business days
• Store Credit: Issued immediately upon approval of your return

3.4 Shipping Costs and Fees

Please note the following regarding shipping costs and fees:

• Original shipping charges are non-refundable unless the return is due to our error
• If you received free shipping on your order and are returning the entire order, the actual shipping cost may be deducted from your refund amount unless the return is due to our error
• International customers are responsible for all customs fees, import taxes, and duties, which are non-refundable

4. Exchanges

4.1 Exchange Eligibility

Exchanges are available for products that meet our return eligibility requirements. You may exchange a product for:

• The same product if it was defective
• A different size, color, or variant of the same product
• A different product of equal or greater value (you will be charged the difference if the new product costs more)

4.2 Exchange Process

To request an exchange:

1. Follow the same steps as initiating a return
2. Clearly specify that you want an exchange and provide details about the replacement item you want
3. If the replacement item is in stock, we will ship it to you after receiving and processing your return
4. If there is a price difference, we will either charge the difference to your original payment method or issue a partial refund

4.3 Exchange Shipping

Shipping policies for exchanges are as follows:

• If the exchange is due to our error, we will cover the shipping costs for both the return and the replacement item
• If the exchange is due to customer preference, you are responsible for the return shipping costs, and standard shipping rates will apply to the replacement item

5. Damaged or Defective Products

5.1 Damaged During Shipping

If your product arrives damaged:

1. Take photos of the damaged package and products
2. Contact us within 48 hours of delivery at [email protected]
3. Include your order number, photos of the damage, and a description of the issue

We will either arrange for a replacement to be sent or issue a full refund, including original shipping costs.

5.2 Defective Products

If you discover that a product is defective (doesn't work as described) within 30 days of receipt:

1. Contact our customer service team with details about the defect
2. If possible, include photos or videos demonstrating the issue
3. We may ask for additional information to help us understand the problem

After verifying the defect, we will either provide a replacement or issue a full refund.

5.3 Quality Guarantee

We stand behind the quality of our products. If a product fails to perform as described during normal use within 90 days of purchase, please contact us to discuss solutions, which may include:

• Troubleshooting assistance
• Replacement product
• Store credit
• Partial or full refund

6. Special Circumstances

6.1 Promotional Items and Discounts

For items purchased with a promotional discount:

• If you return an item that was part of a 'Buy X, Get Y' promotion, both items must be returned to receive a full refund
• If you return an item that was purchased with a discount code, the refund will reflect the actual amount paid
• If returning part of an order that qualified for a quantity discount or free shipping threshold, your refund may be adjusted to reflect the actual value of the items kept

6.2 Gift Returns

If you received an item as a gift:

• Returns of gifts are accepted with a gift receipt or proof of purchase
• Refunds for gifts will be issued as store credit to the gift recipient
• The original purchaser will not be notified of the return

6.3 Wholesale and Bulk Orders

Wholesale and bulk orders have specific return policies:

• Returns must be initiated within 14 days of delivery
• A restocking fee of 15% may apply
• Customer is responsible for return shipping costs
• Products must be in original, sellable condition

7. Satisfaction Guarantee

We are committed to your satisfaction with our car care products. If you are not completely satisfied with the performance of any product when used as directed, please contact our customer service team within 30 days of purchase. We will work with you to:

• Provide application guidance to achieve better results
• Recommend an alternative product that may better suit your needs
• Offer store credit or a refund based on the specific situation

This satisfaction guarantee is limited to one claim per product per customer and does not apply to improper use, application errors, or unrealistic expectations.

8. Contact Information

If you have questions about our Refund Policy or need assistance with a return or exchange, please contact our customer service team:

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The 'Last Updated' date at the top of this page indicates when the policy was last revised. Your continued use of our Site and services after any changes to this policy constitutes your acceptance of the revised policy.