1. Contact Us Before Returning an Item

To begin a return or refund request, email service@axqerion.com with your order number and a clear explanation of the issue. If the product is damaged, defective, or different from what you ordered, please include photos where possible.

2. Return Eligibility and Product Condition

Return eligibility depends on the reason for the request, the condition of the item, the order details, and applicable law. Unless otherwise required by law or agreed by our customer service team, returned items should be in a condition suitable for review.

Where applicable, please keep the following in mind:

• Include the product and any accessories, straps, tags, or components supplied with it, where reasonably possible.
• Pack the item securely to help prevent additional damage during transit.
• Provide accurate information about how and when the issue occurred.
• Do not send an item to an address that has not been confirmed by our customer service team.

Ordinary signs of use, missing components, or damage that occurred after delivery may affect the assessment of a change-of-mind return where permitted by law. These considerations do not limit any rights you may have for a defective, misdescribed, or incorrectly supplied product under applicable law.

3. Damaged, Defective, or Incorrect Items

If your luggage arrives damaged, has a potential defect, or does not match your order, please contact us as soon as reasonably possible after discovering the issue.

To help us assess the situation, provide:

• Your order number and the name of the item.
• A description of the damage, defect, or difference from the item ordered.
• Clear photographs of the item and the affected area.
• Photographs of the outer packaging and shipping label, if relevant and available.

Please keep the item and packaging until we advise you on the next steps. Depending on the circumstances and applicable law, a suitable resolution may include a return, replacement, repair, or refund.

4. Change-of-Mind Returns

If you no longer want an item or selected the wrong product, contact us to ask whether a return is available for your order. Eligibility, any applicable return window, the condition required, and responsibility for return shipping will be confirmed based on the applicable terms and consumer rights.

Because luggage can vary in size, construction, and features, we encourage you to review product descriptions, dimensions, photographs, and other specifications carefully before placing an order.

Nothing in this policy is intended to remove or reduce a non-waivable right you may have under applicable consumer protection law.

5. Return Shipping and Packaging

Return shipping arrangements and responsibility for return costs depend on the reason for the return and the applicable terms. If an item is defective, damaged in transit, or incorrectly supplied, contact us before paying for return shipping so we can review the circumstances and provide instructions.

For approved returns, use the return address and shipping method confirmed by our customer service team. Keep your shipping receipt and tracking number until the return has been resolved.

• Use suitable protective packaging, especially for hard-shell suitcases, wheels, handles, and other parts that may be damaged in transit.
• Remove or cover old shipping labels where necessary.
• Do not assume that the original outbound shipping fee or any return shipping fee will be refunded unless confirmed by the applicable policy or required by law.

6. Refund Review and Processing

Refund requests are reviewed based on the order record, the reason for the request, any returned product where applicable, and relevant policy terms. We will communicate the outcome and any additional information needed through the contact details associated with your request.

If a refund is approved, it will generally be issued to the original payment method where possible. The time it takes for the refund to appear in your account depends on the payment provider, bank, and any processing procedures that apply.

7. Shipping Fees, Taxes, and Partial Refunds

The treatment of original shipping fees, return shipping costs, taxes, discounts, and other charges depends on the reason for the return, the order terms, and applicable law.

Where only part of an order is eligible for a refund, the amount may be calculated based on the eligible item or items and the relevant charges. Any applicable adjustment will be explained as part of the review where reasonably possible.

We will not apply a restriction that overrides a mandatory refund or reimbursement right provided by applicable law.

8. Cancellations Before Dispatch

If you need to cancel an order, contact us as soon as possible and include your order number. We will check whether the order can still be stopped before fulfillment or dispatch.

Cancellation cannot be guaranteed once an order has entered processing or has been handed to a carrier. If the order has already shipped, contact us for guidance on the available return procedure. Any eligible refund will be handled under the applicable policy and legal requirements.

9. Non-Returnable Situations and Exceptions

Certain requests may be limited where permitted by law, including cases involving damage caused by misuse or an unauthorized alteration after delivery, missing information that prevents us from identifying the order, or a return that cannot be matched to an approved request.

Any product-specific exception will be assessed in light of the product, the circumstances, and applicable consumer rights. If you are unsure whether an item qualifies, please contact us before taking further action.

10. Unreceived Refunds

If you have been notified that a refund was issued but do not see it in your account, please:

• Check the transaction history for the original payment method.
• Contact your bank or payment provider to ask whether the refund is pending.
• Review any refund confirmation or reference information we provided.
• Contact our support team if the refund still cannot be located.

Please include your order number when contacting us. Never send your full card number, security code, or account password by email.

11. Policy Updates

We may update this Return & Refund Policy to reflect changes in our store operations, products, procedures, or legal requirements. The latest version will be published on this page. Any mandatory rights under applicable law remain unaffected.

Last Updated: October 19, 2026