Refund policy
Refund Policy for Online Purchase
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. This refund policy applies to online purchases only. All store sales are final.
To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. You’ll also need the order confirmation number and proof of purchase.
To start a return, you can contact us at online@axilandsoutheast.com.
If your return is accepted, we will send instructions on how and where to send your package. Please note customer is responsible for any shipping charges on returns or exchanges. There is a 20% restocking fee. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at online@axilandsoutheast.com.
Non-Returnable Items
Several types of goods are exempt from being returned.
- Rhinestone Retail
- Rhinestone Pro Bags that have been opened
- Custom Designs
- Custom Apparel with Press Orders
- Hotfix Designs
- Clothing
- Cut items (Trims, Fabrics etc.)
- Heat Press Machines
- Heat Transfer Vinyl
- Adhesive / Sign Vinyl
- Sale items
Damages and Issues
We pride ourselves on customer service, we ask that you inspect your order upon receipt 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.
Contact us with your order number and picture of the issue at online@axilandsoutheast.com. A member of our team will contact you in a timely manner.
Please be cautious when using your cutters and heat press machines, as with all projects it is important to make sure to use the right settings. We are not responsible for damage and defects caused by customers who are using incorrect settings. If you believe your product is defective, get in touch with us. We are happy to conduct a test to determine the problem and take appropriate next steps.
Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at online@axilandsoutheast.com.
Exchanges
Items can only be exchanged in the event there is a damage, item received is the wrong item, or it is defective.