Refund policy
Returns and Refunds
We accept return requests within 14 days after delivery only in the following circumstances:
- The product is unopened, unused, and in its original packaging with all seals, tags, accessories, manuals, and included components intact; or
- The product arrived defective, damaged, or incorrect.
Because this is a personal-use wellness product, we cannot accept a return or issue a refund for an opened or used product unless a defect, shipping damage, or fulfillment error is verified.
Unopened products
To be eligible for an unopened-product return, the item must remain unused and sealed in its original packaging. All accessories, manuals, cables, controllers, and included components must be returned. You will also need your order number or other proof of purchase.
Defective, damaged, or incorrect products
Please inspect your order as soon as it arrives. If the product is defective, damaged during delivery, or different from what you ordered, contact us within 14 days after delivery at support@axredcore.com.
Your request must include:
- Your full name and order number;
- A clear description of the problem;
- Clear photographs showing the product, packaging, shipping label, and reported defect or damage; and
- A short video when necessary to demonstrate a functional defect that cannot be shown clearly in photographs.
We may request additional information reasonably necessary to verify the issue. Submitting photographs or video does not automatically approve a refund. We will review the evidence and contact you with the next steps.
Opened products
Once a product has been opened or used, it is not eligible for return due to change of mind, personal preference, expected sensation, incorrect size selection, or dissatisfaction unrelated to a verified defect.
An opened product may be eligible for a return only when AX | REDCORE verifies that it is defective, damaged, or incorrect.
Starting a return
To request a return, email support@axredcore.com before sending the product back. If your request is approved, we will provide return authorization and instructions explaining how and where to send the package.
Products returned without prior authorization will not be accepted. Do not send a return to the address shown on the original shipping label unless our support team specifically instructs you to do so.
Return inspection
All returned products are inspected after arrival. An unopened return must be received in its original sealed and resalable condition. A defective-product return must include the product and all requested components unless our support team provides different instructions.
If a product claimed to be unopened is found to have been opened, used, altered, damaged after delivery, or returned with missing components, the return may be rejected to the extent permitted by applicable law.
Refunds
We will notify you after receiving and inspecting an approved return. If the refund is approved, it will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was approved, contact us at support@axredcore.com.
Exchanges
We do not offer direct exchanges. If an unopened return is approved, you may place a separate order for the product you want. If a product is verified as defective, we will provide the available resolution options after reviewing your request.
Order and shipping exceptions
This policy does not limit any refund or cancellation rights that apply when an order is not shipped, cannot be fulfilled, is materially delayed, or must otherwise be refunded under applicable law.
Non-waivable consumer rights
Nothing in this policy excludes, restricts, or replaces any consumer right that cannot legally be waived under the laws applicable to your purchase.
For return questions, contact support@axredcore.com.