Return & Exchange Policy

1. Eligibility for Returns & Exchanges
  • Applicable Scenarios: We accept returns and exchanges for unused, unworn, and undamaged eyewear cases within the eligible period. Items must be in their original packaging with all tags/accessories intact.
  • Non-Eligible Scenarios: Returns/exchanges are not accepted for:
    • Items that have been used, damaged, or altered by the customer.
    • Customized or personalized products (unless defective).
    • Items without original packaging, tags, or accessories.

2. Time Limit for Returns & Exchanges

  • Customers must submit a return/exchange request within 30 calendar days from the date of delivery. Requests submitted after this period will not be processed.

3. Step-by-Step Return & Exchange Process

3.1 Submit a Request

  • Contact our customer support team via email (service@axdeo.com) with your order number, product photos (if applicable), and reason for return/exchange.
  • Please include "Return Request" or "Exchange Request" in the email subject line for faster processing.

3.2 Receive Return Instructions

  • After verifying your request, we will respond within 24 business hours with a prepaid return shipping label and a dedicated return address (DO NOT ship items to the original delivery address).
  • The return address is unique to each request and will be provided via email—do not use addresses from packaging or previous communications.

3.3 Ship the Item Back

  • Pack the item securely in its original packaging (or equivalent protective packaging) and attach the prepaid shipping label.
  • Drop off the package at the designated carrier location within 7 calendar days of receiving the return label. Failure to ship within this timeframe may result in request cancellation.

3.4 Process Confirmation & Refund/Exchange

  • Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse), we will confirm eligibility:
    • Refunds: Approved refunds will be processed within 2 business days. Funds will be credited back to your original PayPal account, and you will receive a confirmation email. PayPal’s refund processing time typically takes 1-3 business days, and the funds will be reflected in your account once completed.
    • Exchanges: Approved exchanges will be shipped within 2 business days of inspection. You will receive a tracking number via email once the new item is dispatched. Delivery time follows our standard shipping policy (3-5 business days for contiguous US, 5-8 business days for Hawaii/Alaska).

4. Fees & Shipping Costs

  • Return Shipping Fee: Return shipping is 100% free for eligible requests—we provide a prepaid shipping label, so you bear no cost for returning items.
  • Return Processing Fee: No hidden fees or processing charges for returns/exchanges.
  • Exchange Shipping Fee: Shipping for exchanged items is also free, with no additional costs for the new shipment.

5. Important Notes on Return Address

  • DO NOT ship returns to the original delivery address (e.g., the address on your order confirmation). This will result in delayed processing or lost items, for which we are not responsible.
  • The dedicated return address is only provided after your return/exchange request is approved. Please wait for our official email with shipping instructions before sending items back.
  • Ensure the return package includes your order number (written on the outside or inside the package) to avoid processing delays.

6. Defective or Wrong Items

  • If you receive a defective, damaged, or incorrect item (wrong style/size), please contact us within 7 calendar days of delivery with photos of the item and packaging.
  • We will provide a prepaid return label and arrange for a free replacement or full refund (no need to wait for the 30-day return window).
  • Defective items do not require original packaging for returns, but please retain all packaging materials for inspection if needed.