RETURNS / REFUNDS POLICY
This Returns and Refunds Policy governs all merchandise purchases made through Axent Essentials. By placing an order, you acknowledge and agree to the terms stated below. All sales are final except where a return, replacement, exchange, or refund is expressly permitted under this Policy or required by applicable law.
1. FINAL SALE POLICY
All Axent Essentials products are printed on demand or produced in limited batches. Once an order is placed and confirmed, it cannot be cancelled, returned, or refunded except under strictly defined exceptional circumstances outlined in this Policy.
Change of mind, incorrect size or variant selection, or subjective dissatisfaction shall not qualify for a return or refund, except where otherwise required by applicable law.
2. NON-RETURNABLE AND NON-REFUNDABLE SCENARIOS
Returns, exchanges, replacements, or refunds shall generally not be issued for:
• Change of mind after purchase
• Incorrect size or variant selected by the customer
• Incorrect shipping address provided at checkout
• Failure to accept delivery
• Delivery delays caused by courier operations or circumstances beyond our control
• Minor variations in colour, print alignment, or finish due to production process
This section does not limit remedies expressly provided under Sections 3, 4, or 6 of this Policy or otherwise required by applicable law.
3. SIZE EXCHANGE POLICY
Axent Essentials offers replacement-only size exchanges under the following mandatory conditions:
• Request must be submitted within 24 hours of delivery
• Request must originate from the same registered email used at checkout
• Order ID must be provided
• Product must be unworn, unwashed, unstained, and with original tags intact
Discounted, promotional, limited edition, or clearance items are not eligible for exchange. Except where explicitly stated in this Policy, all shipping costs related to exchange, including return shipping and re-dispatch, are the sole responsibility of the customer.
Exchange approval is subject to stock availability. If the requested replacement size is unavailable, Axent may, at its discretion, offer an alternative available size, replacement option, store credit, or other reasonable resolution, subject to applicable law.
4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
In the rare event of receiving a damaged, defective, tampered, or incorrect item, the following strict conditions apply:
• Issue must be reported within 24 hours of delivery timestamp
• Complaint must originate from the registered email ID used at purchase
• Order ID or Invoice ID is mandatory
• A continuous, unedited, single-take unboxing video is mandatory
The unboxing video must:
• Begin from the sealed outer packaging condition
• Clearly display the shipping label
• Show the package being opened in real time
• Contain no cuts, edits, pauses, or camera switches
• Clearly display the product condition upon removal
Failure to provide the required unboxing evidence may result in rejection of the claim, subject to applicable law and Axent’s review of the circumstances.
Photographs or other supporting evidence may be considered, but photographs alone may not be sufficient where the nature of the claim requires continuous unboxing evidence.
5. TRANSIT DAMAGE AND TAMPERING
If the outer packaging is visibly torn, damaged, or tampered at the time of delivery, the customer must:
• Record the condition before opening
• Refuse delivery where feasible
• Notify Axent within 24 hours using the registered email ID, along with full video evidence
Risk of loss generally transfers to the customer upon confirmed delivery. Axent shall not be responsible for damage, loss, or tampering occurring after confirmed delivery, except where required by applicable law or where the issue is attributable to Axent.
6. REFUND ELIGIBILITY
Refunds will only be considered under the following strictly limited circumstances:
• Order cannot be fulfilled due to stock or operational failure
• Product is officially declared lost in transit by courier with written confirmation
• Verified manufacturing defect is confirmed and replacement is unavailable
• Duplicate payment confirmed after internal verification
Where a refund is approved, the refund shall be limited to the amount actually paid for the affected order or product, as applicable. No refund shall be issued merely because a customer changes their mind, selects an incorrect size/variant, or experiences subjective dissatisfaction, except where required by applicable law.
Approved refunds, along with any applicable shipping charge reimbursement, will be processed to the original payment method within 5 to 10 business days after confirmation.
Refund processing timelines are subject to banking and payment gateway policies beyond Axent’s control.
7. CLAIM REVIEW AND DISCRETION
Axent reserves the right to approve or deny a claim after reviewing the evidence and circumstances of the case, subject to applicable law.
Any attempt to manipulate, falsify, edit, or misrepresent claim evidence may result in permanent denial of future service and legal action where applicable.
8. PROCESSING TIMELINE
Approved exchange requests will be processed within 5 to 7 business days after receipt and inspection of the returned item. Dispatch timelines may vary depending on product availability and courier operations.
9. LIMITATION OF LIABILITY
To the maximum extent permitted by law:
• Axent shall not be liable for indirect, incidental, or consequential losses
• Axent shall not be liable for courier delays beyond reasonable control
• Axent’s liability shall not exceed the original purchase amount of the product
10. POLICY ENFORCEMENT
This Policy applies to all purchases made through Axent Essentials and is incorporated into the applicable transaction, subject to applicable law.
Axent reserves the right to amend this Policy at any time without prior notice. The version in effect at the time of purchase shall govern the transaction.
11. OFFICIAL CLAIM SUBMISSION CHANNEL
All return, exchange, damage, or refund requests must be submitted exclusively via email to: support@axentrecordings.com
Requests submitted through social media, direct messages, third-party platforms, or any unofficial channel shall not be considered valid. All communication must originate from the registered email ID used at the time of purchase. Claims submitted from unregistered email addresses will not be processed under any circumstance.
Incomplete submissions lacking mandatory documentation will not be reviewed.
Last Updated: February 2026