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RETURN POLICY
Return & Refund Policy
All AXOGLASS products are custom-made using the image or design submitted by each customer. Because each item is personalized, our return and refund process is designed to be fair, clear, and suitable for custom products.
14-Day Return & Resolution Window
Please contact us within 14 days of delivery if you have any issue with your order.
Depending on the situation, we may offer a replacement, return, refund, partial refund, store credit, or another suitable solution.
Damaged, Incorrect, or Defective Items
Please inspect your order when it arrives.
If your item arrives damaged, incorrect, defective, or has a verified production issue, please contact us within 14 days of delivery.
Please include:
Your order number
Clear photos of the product
Clear photos of the packaging
A short description of the issue
Once verified, AXOGLASS will help arrange a replacement, refund, return, or another suitable solution.
For verified damaged, incorrect, defective, or production-error items, AXOGLASS will cover the approved return shipping or replacement cost.
Custom Product Returns
Because custom products are made specifically for each customer and cannot be resold, returns for personal preference, incorrect image uploads, low-resolution images, or incorrect order details provided by the customer may be limited.
However, we will still review your request and may offer a partial refund, store credit, or another goodwill solution depending on the order status and product condition.
A customization or production fee may be deducted from any approved refund for non-quality-related returns.
Order Changes or Cancellation
If you need to change your image, shipping address, or cancel your order, please contact us within 12 hours after placing the order.
Because each product is custom-made, changes or cancellations may not be possible once production has started.
Return Shipping Cost
For verified quality issues, damaged items, incorrect items, or production errors, AXOGLASS will cover approved return shipping costs.
For non-quality-related return requests, customers may be responsible for return shipping costs, and a customization or production fee may apply.
How to Start a Return or Refund Request
To start a return or refund request, please contact us at:
Please include your order number and reason for the request.
We usually respond within 24 hours on business days.
Please contact us before sending any product back. Items sent back without first contacting us may delay the return process and may not be eligible for refund review.
Refunds
Once your return or refund request is reviewed and approved, the refund will be processed to your original payment method within 3–10 business days.
Your bank, credit card company, or payment provider may take additional time to post the refund to your account.
Contact Us
For return, refund, replacement, or order issues, please contact us at:
We usually respond within 24 hours on business days.
