Return and Refund Policy

We have a 15-day return policy, which means you have 15 calendar days after receiving your item to request a return.

 

  • The product has no manufacturing defect - You may return the product if it has not been activated and is in the same condition that you received it, unworn or unused, with tags, and in its original packaging . In this case, please note that the buyer bears returning shipping costs and a transaction fee if you apply for the refund (~4.6% for credit card users)

 

  • The product has a manufacturing defect or sustained substantial damage in transit - Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In this case, abxylute will bear the returning shipping cost and refund the cost of the product, or replace it with a new product. 

 

  • Order placed but yet received - If the item has not been shipped, you have the option for a refund. However, please note that the buyer will bear the Shopify transaction fee, which is approximately 5% for credit card and PayPal users. But if the item has already been shipped, we won't be able to chase it back and provide an immediate refund. Once you receive the item, please keep it in its original condition and return it to us. In this case, the buyer is responsible for the returning shipping costs as well as a transaction fee. ※ Please refrain from refusing delivery or denying customs clearance, as this will result in the item being destroyed by the logistics provider, and we won't be able to provide a refund.
Return & Replacement Service will not be provided where:
  1. It is requested beyond 15 calendar days of receiving a product.
  2. A product sent to abxylute for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
  3. A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
  4. Any fault or damage to the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
  5. Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  6. Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
  7. A product is not delivered to abxylute within 15 calendar days after Return & Refund Service confirmation is sent from abxylute.
  8. Other circumstances stated in this policy.
How do I return an item?
  1. Please reach out to abxylute customer support support@abxylute.com to initiate a return. Please state the reason for return and provide an invoice or screenshot to confirm the order number.
  2. abxylute support will share the corresponding return address with you within 24 working hours.
  3. If your return is accepted, we’ll send you an instructions on how and where to ship your package. Items sent back to us without first requesting a return will not be accepted.
  4. For the refund to be processed in a timely manner, please be sure to send a return notification to abxylute with the following information:
  • Name of the courier
  • Tracking number
Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Warranty claim
abxylute products are entitled to a 1-year warranty service, starting the date when the product is received. We provide a 1-year warranty service for global customers for non-personal damage and hardware problems.
Warranty Claiming Process:
  • The buyer must provide sufficient proof of purchase and product problem description proof to email support@abxylute.com to receive product support, or repair/replacement instruction.
  • For product damage caused by customers, you can still contact us through: support@abxylute.com, and we will provide you with further assistance. However, customers may need to bear related costs such as freight and spare parts.