Refund policy
Last Updated: 5 June 2026
At Axis & Willow, customer satisfaction is our priority. If you're not completely happy with your purchase, we're here to help with a straightforward and convenient return process.
30-Day Return Policy
You may return eligible items within 30 days of receiving your order.
To qualify for a return, products must:
- Be unused and unworn
- Remain in their original condition
- Include all original packaging, tags, accessories, and documentation
Our customer support team is available to guide you through every step of the return process.
Restocking Fee: We do not charge any restocking fees ($0).
Return Shipping Costs
Defective, Damaged, or Incorrect Items
Customers will not incur any return shipping costs if the product:
- Arrived incorrectly
- Was damaged during transit
- Has a manufacturing defect or fault
Returns Due to Customer Preference
Customers are responsible for return shipping expenses if:
- The wrong product was ordered
- The item does not fit as expected
- The item is no longer needed or desired
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Please note that original shipping charges are non-refundable.
Return Instructions
Step 1: Request a Return
Email info@axisandwillow.com with your order number and a brief explanation of the reason for the return.
Step 2: Prepare the Package
Securely pack the item in its original packaging and include all accessories, tags, manuals, and related materials.
Step 3: Ship the Item
Follow the return instructions provided in your return authorization email. You may use the shipping carrier or method recommended in that communication.
Refund Process
Inspection
Once your return is received, we will examine the item to confirm it meets our return eligibility requirements.
Refund Processing
After the return has been approved, your refund will be issued to the original payment method used for the purchase.
Please allow up to 7 business days for the refund process to begin, depending on your financial institution or payment provider.
Exchanges
We gladly accept exchanges.
There are no processing fees for exchanges, although additional shipping charges for the replacement item may apply depending on the circumstances.
If you would like to exchange an item for a different size, color, or product, please contact us at info@axisandwillow.com, and our team will assist you promptly.
Orders Not Received
If your order has not been delivered within the estimated delivery timeframe, please contact us at info@axisandwillow.com and provide your order number.
We will investigate the matter with the shipping carrier. If the shipment is confirmed lost, we will either:
- Issue a full refund to your original payment method, or
- Send a replacement item at no additional charge
Non-Returnable Products
To protect the health and safety of our customers, certain items （such as products with hygiene seals) cannot be returned once the original packaging has been opened or the protective seal has been broken.
If you receive a defective product, please refer to the Defective, Damaged, or Incorrect Items section above regarding replacement or refund eligibility.
Order Cancellations
Orders may be canceled within 12 hours of placement by contacting us at info@axisandwillow.com and providing your order number.
After this timeframe, cancellation cannot be guaranteed because your order may already be undergoing processing.
Once an order has been shipped, cancellation is no longer available.
If your order has already been dispatched, you may return it after delivery in accordance with this Return & Refund Policy.
Policy Updates
Axis & Willow reserves the right to modify or update this Return & Refund Policy at any time.
Any revisions will be posted on this page along with an updated Last Updated date.
We encourage customers to review this policy periodically. Continued use of our website following any changes constitutes acceptance of the revised policy.
Need Assistance?
Please visit our FAQ page or reach out to our customer support team if you have any questions or require assistance.
Contact Information
Business Address: Rm 1503, Block A, 8 New Market Street, Sheung Wan, Hong Kong
Email: info@axisandwillow.com
Phone: +852 55123737
Customer Support Hours: Monday – Friday: 9:00 AM – 5:00 PM (EST)
We strive to respond to all inquiries within 1–2 business days.