1. Order Cancellation Policy
You can request cancellation of your order prior to package dispatch by contacting our customer care team via WhatsApp or Email:
- Before Dispatch: If your order has not yet been processed for dispatch, you may cancel it at no cost. Prepaid payments will be refunded 100% to your original payment source.
- After Dispatch: Once your package has been handed over to our courier partner (Shadowfax) and an AWB has been generated, the shipment cannot be cancelled in transit. In such cases, you may reject the parcel upon delivery attempt or proceed with a return after delivery.
2. 7-Day Replacement & Return Window
We offer a 7-day replacement/return policy from the date of confirmed delivery if the product received falls into any of the following categories:
- Physically Damaged: Item suffered transit damage or arrived with external cracks/defects.
- Defective / Non-Functional: The product is inoperable or does not function as described.
- Wrong Item Delivered: The product received differs in model, specifications, or variant from what was ordered.
- Missing Components: Essential accessories or package parts were missing upon delivery.
For your protection and immediate resolution, we highly recommend recording a quick continuous unboxing video showing the outer sealed package, shipping label, and the opening of the box. This provides undeniable proof for transit damage and expedites instant replacement approval within 24 hours.
3. Return Eligibility Requirements
To qualify for an authorized return, the product must fulfill the following mandatory criteria:
- Must be in its original, unused condition with zero signs of wear or cosmetic scratches.
- Must include all original packaging materials, product boxes, accessories, cables, user manuals, and warranty tags.
- Serial numbers and barcode stickers on the product and packaging must be intact and match our internal fulfillment database records.
4. Reverse Pickup via Shadowfax
Once your return request is approved by our support team, we will schedule a complimentary doorstep reverse pickup through our logistics partner Shadowfax. The courier personnel will collect the package from the original delivery address within 24 to 48 hours.
In rare cases where reverse pickup is unavailable in remote pin codes, our team will guide you on self-shipping the item via India Post or a local courier. Axe Mart will reimburse your actual shipping costs upon submission of the courier receipt.
5. Refund Processing Timelines & Methods
Upon receiving the returned parcel at our Warangal warehouse, our quality team inspects the item within 24-48 hours. Once verified, refunds are released immediately:
- Prepaid Orders (Cards, Net Banking, UPI): 100% refund credited back to the original source account within 5 to 7 business days (depending on your bank settlement cycles).
- Cash on Delivery (COD) Orders: Product balance is refunded via direct UPI transfer (Google Pay, PhonePe, Paytm) or NEFT/IMPS bank transfer within 48 hours of inspection approval.
The ₹39 advance partial COD fee represents order processing and courier commitment costs. If a verified genuine defect or damaged product was received, the full amount including the ₹39 fee is refunded. If a customer refuses delivery at the doorstep for non-defect reasons, the ₹39 fee is non-refundable.
6. How to Initiate a Return / Replacement
Initiating a return is simple and takes under 2 minutes:
- Step 1: Send a message on WhatsApp to +91 77997 11514 or email support@axemart.in with your Order ID.
- Step 2: Attach 2-3 clear photos or a short video highlighting the issue or damage.
- Step 3: Our support desk will review and confirm your replacement or reverse pickup within 2 to 4 business hours.