Bought something from our online shop and changed your mind? You have the right to withdraw from your purchase within 14 calendar days of receiving the product, without giving a reason and without any penalty.
This page summarises the procedure. The full text is in section 5 of our Terms of Use.
The 14 days start on the day you, or a person you nominated other than the carrier, take physical possession of the product. To meet the deadline it is enough to send your withdrawal notice before the 14 days are up, the product does not have to be back with us by then.
A clear statement through any of the channels below is enough. You are not obliged to use the standard form, which you will find as Annex A to our Terms of Use.
As soon as we receive your notice we send you an acknowledgement on a durable medium, normally by email.
The right of withdrawal does not apply to:
About custom builds: the exclusion comes from article 16(c) of Directive 2011/83/EU, because the product is made solely for you and cannot be offered to anyone else. We tell you explicitly before you confirm an order of this kind.
You bear the direct cost of returning the goods. It depends on the size, weight and nature of the product and on the carrier you choose. For bulky items and metal structures, which cannot be returned by post, the maximum estimated cost is roughly equal to the shipping paid on the original order. Contact us for an estimate before you ship anything back.
You may examine the product as you would in a physical shop, no more than that. You are liable only for any loss of value resulting from handling beyond what is necessary. Returned products must:
We refund everything we received from you, including delivery costs, except any supplementary cost arising from your choice of a delivery method other than the cheapest standard one we offer. The refund is made within 14 days of the day we are informed of your decision, using the same means of payment you used. Inspection of the returned goods and the refund are normally completed within 7 working days of their arrival. If the inspection reveals anything that affects the amount, we tell you first.
Withdrawal is not the same thing as liability for defects. If a product arrives damaged or develops a fault, contact us straight away at e-commerce@axinar.com. Your rights over faulty goods and the warranty are set out in our Terms of Use.