Refund policy
Returns and Refunds
We want you to be happy with your Akxellera order. If something isn’t right, contact us as soon as possible through our contact form or email store@akxellera.com.
Changing Your Mind
For most physical products purchased online, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
Once you tell us you wish to cancel, you normally have a further 14 days to return the item to us.
Some products may be excluded from change of mind returns where an exception applies under UK consumer law.
Starting a Return
Before returning an item, contact us through our contact form or email store@akxellera.com.
Please include your order number and the product you would like to return.
Do not send an item to an address without contacting us first. Akxellera works with different suppliers and fulfilment partners, so the correct return location may vary depending on the product.
Condition of Returned Items
You may inspect and handle a product in the same way you reasonably would in a physical shop.
Returned items should be sent back with all relevant parts, accessories and packaging where reasonably possible.
If an item has been handled beyond what is necessary to establish its nature, characteristics and functionality, we may be entitled to reduce the refund to reflect any loss in value where permitted by law.
Return Postage
If you are returning an item because you have changed your mind, you will normally be responsible for the cost of returning it unless we tell you otherwise.
If an item is faulty, damaged, incorrect or not as described, please contact us before arranging a return so we can advise you on the appropriate next step.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, incorrect or materially different from its description, contact us as soon as possible through our contact form or email store@akxellera.com.
Please include your order number and, where helpful, photographs showing the issue.
Your statutory rights are not affected by this policy.
Refunds
Once we receive the returned item, or appropriate evidence that it has been sent back where applicable, we will process your refund in accordance with your legal rights.
For eligible change of mind cancellations, refunds are normally made within 14 days of receiving the returned goods.
Refunds are made to the original payment method.
Your bank or payment provider may take additional time to show the funds in your account.
Original Delivery Charges
Where you exercise your legal right to cancel an eligible online order, we will refund the standard delivery charge you paid.
If you chose a more expensive delivery method, such as Express Delivery, we are not required to refund the additional amount above the cost of our standard delivery option.
Items That Cannot Be Returned
Certain products may not be eligible for change of mind returns where an exemption under UK consumer law applies.
Where an exclusion applies to a particular product, we will make this clear before purchase where required.
This does not affect your rights if an item is faulty, damaged or not as described.
Exchanges
We do not currently operate a standard exchange service.
If you would like a different product, contact us and we will advise you on the best option. In many cases, this may involve returning the original item and placing a new order.
Contact Us
For questions about returns, refunds or an order, contact us through our contact form or email store@akxellera.com.