Return & Refund Policy

Last Updated: November 10, 2026

At axmilo, we value our customers and want every purchase to be a positive experience. We understand that there may be situations where a product needs to be returned or a refund needs to be requested.

This Return & Refund Policy outlines the conditions and procedures applicable to returns, refunds, exchanges, and product-related concerns for purchases made through our online store.

We encourage customers to review this policy before submitting an after-sales request.

1. Return Eligibility and Time Limit

Customers may request a return for eligible purchases within 30 calendar days after the delivery date.

For returns based on personal preference, products should generally satisfy the following conditions:

  • Products should be unused and unworn, where applicable.

  • Items should remain in their original condition.

  • Original packaging, tags, accessories, and included components should be retained and returned where reasonably available.

  • Products should not show signs of damage, alteration, washing, or misuse after delivery.

  • Customers should provide a valid order number or other proof of purchase.

Return requests will be reviewed according to the product's condition and the reason for the return.

These standard condition requirements do not limit applicable consumer rights concerning products that arrive damaged, defective, incorrect, or materially different from their descriptions.

If you are unsure whether your purchase qualifies for a return, please contact our customer support team before arranging shipment.

2. How to Submit a Return Request

To ensure that every return can be properly identified and handled, customers must contact our customer support team before sending any product back.

Please send your request to:

Customer Support Email: service@axmilo.com

When submitting your inquiry, please provide:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The name or description of the product.

  • The reason for your return request.

  • Relevant photographs or videos, where applicable.

After receiving your request, our team will review the information and provide the applicable return instructions.

Please wait for confirmation and return authorization before shipping any product back.

Sending an item without prior confirmation may make it more difficult to identify and process your return.

3. Return Shipping Costs

The responsibility for return shipping expenses depends on the reason for the return.

3.1 Returns Due to Personal Preference

If you decide to return an item because you have changed your mind, selected an unsuitable option, no longer need the product, or have another personal preference-related reason, you will generally be responsible for the applicable return shipping costs.

For these requests:

  • Customers arrange the return shipment.

  • Customers pay the applicable return shipping charges.

  • We recommend using a shipping service that provides tracking information.

  • Customers should retain their shipping receipts and tracking details until the return has been completed.

3.2 Returns Due to Damaged, Defective, or Incorrect Products

If an item arrives damaged, defective, incomplete, or different from what you originally ordered, please contact us with your order details and supporting evidence, where available.

Our team will review the circumstances and determine the appropriate resolution.

If a return is required because of an error on our part or a qualifying product issue, axmilo will cover the applicable return shipping costs.

Customers will not be required to pay applicable return shipping expenses resulting from an error on our part.

4. Return Instructions and Designated Address

All approved returns must follow the instructions provided by our customer support team.

After your request has been reviewed and authorized, we will provide the applicable return destination and shipping instructions.

Please note that the business address displayed on our Contact Us page is provided for company identification and general business correspondence. It is not necessarily the designated return shipping address.

Please do not send returned products to our business address unless our customer support team has specifically confirmed that it is the correct return destination.

Following the instructions provided by our team helps ensure that your returned product can be properly identified, received, and processed.

5. Refund Review and Processing

Once your returned product has been received, our team will inspect its condition and review the relevant return request.

If the refund is approved, the following arrangements generally apply:

  • Refunds will be issued to the original payment method used for the purchase.

  • Approved refunds will generally be processed within 5–10 business days after the returned product has been received and inspected.

  • The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment service provider.

Please understand that our refund processing period and the time required by your financial institution to post the funds are separate.

If your refund does not appear in your account after the expected processing period, we recommend contacting your bank or payment provider first.

If you need further assistance, please contact us with your order number.

6. Exchanges and Replacements

If you wish to exchange a product for another available option, please contact our customer support team before returning the original item.

Exchange requests are subject to review and product availability.

If the requested replacement is unavailable, our team will discuss an appropriate alternative or refund arrangement with you.

If an exchange or replacement is necessary because you received a damaged, defective, incomplete, or incorrect product, we will review the issue and explain the available resolution.

Where the issue results from an error on our part, axmilo will cover the applicable return shipping costs.

Please wait for confirmation and the relevant return instructions before sending any product back.

7. Damaged, Defective, or Incorrect Items

We make reasonable efforts to ensure that products are prepared and delivered according to the details of each purchase.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact our customer support team as soon as reasonably possible.

To help us review the situation, please provide:

  • Your order number.

  • The product name or description.

  • A clear explanation of the issue.

  • Photographs or videos showing the problem, where available.

  • Photographs of the original packaging, if relevant.

Our team will review the information and determine the appropriate next steps.

Depending on the circumstances and applicable consumer protection requirements, an appropriate resolution may include:

  • A replacement product.

  • An authorized return.

  • A refund.

  • Another suitable remedy.

If a return is required because of an error on our part or a qualifying product issue, axmilo will cover the applicable return shipping costs.

8. Order Cancellation Requests

If you need to cancel an order, please contact our customer support team as soon as possible.

Whether a cancellation request can be accommodated depends on the current processing and shipping status of the order.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible through our standard procedures.

If your order has already been shipped, you may submit a return request according to this policy.

If a cancellation is accepted after payment has been collected, the applicable refund will generally be issued to the original payment method.

Nothing in this section is intended to restrict cancellation rights available under applicable consumer protection laws.

9. Important Information About Returns and Refunds

To help ensure that your request is handled appropriately, please keep the following points in mind:

  • Submit eligible standard return requests within 30 calendar days after delivery.

  • Contact our customer support team before arranging a return shipment.

  • Wait for return authorization and the designated return instructions.

  • Provide your order number and relevant purchase information.

  • Keep shipping receipts and tracking details where applicable.

  • Retain original packaging and included components where reasonably available.

  • Allow the stated processing period for approved refunds.

Each request will be reviewed according to the circumstances, the condition of the product, this policy, and applicable consumer protection requirements.

Nothing in this policy is intended to exclude, restrict, or override mandatory consumer rights, statutory warranties, or legal remedies available under applicable laws and regulations.

10. Contact Information

If you have questions about this Return & Refund Policy or need assistance with a return, refund, exchange, or replacement, please contact our customer support team.

Our official business information is listed below:

Brand Name: axmilo

Legal Company Name: Shaanxi Wangxin Borun Technology Co., Ltd.

Customer Support Email: service@axmilo.com

Phone: +86 29 33254001

Business Address:

Room 412, Unit 2, Building 6, Phase 2, Airport Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, G181, China.

For inquiries concerning an existing purchase, please include your order number and the email address used during checkout.

We appreciate your understanding and value the opportunity to assist you.

Thank you for choosing axmilo!