Return Policy

Return Shipping Fees

If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. Returns created by AXEONsupply.com because we mistakenly shipped you the wrong item and/or the item is damaged or defective will qualify for free return shipping. Please see the Return Policy for your specific return and for more detailed information.

Non-Returnable Items

Select number of items that we sell are labeled as "Non-Returnable". These special-order items are not eligible for our standard return policy described on this page. We do not accept returns or cancellations on these items once the order is placed. However, the manufacturer's warranty still applies to these items. If you require assistance with a Non-Returnable Item, please contact our customer service team.

Wrong Products

Please use our Online Return Tool to submit your return request. If you have ordered the wrong product or no longer want the product (not applicable for all non-returnable products) you have ordered, you will be responsible for the return shipping cost. The products must be returned in new and unused, undamaged condition and in the original sealed packaging. The Return Form must be included with the box. The customer is responsible for all shipping charges associated with the return or exchange. There will be no restocking fee if you return the item within 15 days of receipt. After 15 days, a restocking fee of 25% will be applied. When needed, we offer account credit towards a purchase, and we will be happy to assist you in locating the item you are looking for. If you need assistance, please contact us to assist in locating the product.

Defective Products

AXEONsupply.com must be notified of defective products within 30 days of receipt. Please use our Online Return Tool to submit your return request. The Return Form must be included with the box. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not want to place a new order, we will then ship your new item after we receive your return. AXEONsupply.com will pay the shipping cost associated with the replacement.

Damaged Package

If you receive damaged items, you must notify AXEONsupply.com within 5 days of receipt. Please take pictures and contact us by going to our Online Return Tool to submit your request. You can also call or email our Customer Service Team to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All returned products must be unused and in the original packaging. The Return Form must be included in the box.

Incorrect Products

It is rare that AXEONsupply.com sends out wrong products, we conduct a very strict QC process for every order. However, if you receive an incorrect product, you must notify AXEONsupply.com within 5 days of delivery by using our Online Return Tool to submit your request. You can also call or email our Customer Service Team to assist you with setting up the return for you. For fastest replacement, please request that we place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not want to place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition and in the original packaging. The Return Form must be included in the box.

International Returns

At this time we do not ship to any location outside of the United States or Canada, however, customers with existing orders will still be fully covered under our return and warranty policies. If you need to process a return or warranty claim for an item and you are outside of the United States or Canada, please contact us and we will be happy to get you set up.

Freight Packages Must be Inspected Upon Delivery

Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign or accept the shipment. Refuse delivery and contact a AXEONsupply.com Customer Service representative immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send new product(s) to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing and taking receipt of the shipment that it has been received. It is your right as a customer to 15 minutes of the driver's time to fully inspect any freight packages. If you notice concealed damage after the driver has left, you must notify AXEONsupply.com within 24 hours of receipt. Note: if you would like a lift gate, there is a $50.00 extra charge.

Replacing Items Under Manufacturer Warranty

Replacing Items Under Manufacturer Warranty

If you are experiencing an issue with a product purchased through AXEONsupply.com that is still covered by a valid manufacturer's warranty, please contact an AXEONsupply.com Customer Service Representative. AXEONsupply.com will advise you of the next steps for getting your replacement as fast as possible. In some cases, this will require you to troubleshoot the issue with the manufacturer directly to obtain a case or claim number. Because of the nature of warranty claims, this process can sometimes take several business days. We will do our best to minimize the wait and resolve your issue in a timely manner.

In many cases, larger items that are malfunctioning will not be eligible for a whole unit exchange; examples include RO systems, softeners, and storage tanks. Warranty policies for such items typically cover parts only and labor costs are rarely covered. Most manufacturer warranties will allow for replacement only. Items are generally not eligible to return for credit. Customers are responsible for the shipping costs to send the warranty item back to us and AXEONsupply.com will pay the shipping costs to send out the replacement.

Item(s) must be used in appropriate applications, and replacement parts must be the correct listed replacement suggested by the manufacturer in order to be eligible for warranty coverage. AXEONsupply.com reserves the right to limit the quantity of replacements issued under warranty if not specified under the Manufacturer warranty policy.

All Other Returns

All returns that do not fit into one of these categories are eligible for return within 30 days of receipt of the product.

RETURNED GOODS - The shipment of returned, repaired, or replaced goods to and from a designated AXEONsupply.com location shall be at the sole cost, risk and responsibility of Buyer, unless otherwise agreed in writing by AXEONsupply.com. Any goods returned by Buyer must have a RGA (Returned Goods Authorization) number prior to shipment to AXEONsupply.com, who may refuse acceptance of any returns without a RGA number clearly visible on the outside of the shipping package. AXEONsupply.com shall not be liable for any costs or expenses associated with the removal or re-installation of goods or any damage to property or injury to persons involved in such removal or re-installation of goods Nothing in these Sale Terms and Conditions shall require AXEONsupply.com to accept the return of any non-warranted goods.

THIRD PARTY VENDORS - AXEONsupply.com is not responsible for any delays caused by third parties used by AXEONsupply.com to produce, manufacture, assemble or ship the goods. It is understood by Buyer that the price for the goods is based on AXEONsupply.com cost of goods and services from its third-party vendors and AXEONsupply.com shall not be bound by the price of goods hereunder if any third party fails to provide any materials or services as promised or agreed.

CANCELLATION OR CHANGE ORDERS - No orders of cataloged, stock goods may be withdrawn or canceled by Buyer after the third-party manufacturer has shipped the goods to AXEONsupply.com or after AXEONsupply.com has begun the assembly or shipment of the goods, unless AXEONsupply.com shall have approved such cancellation in writing and been paid a cancellation charge determined by AXEONsupply.com. Orders of non-cataloged or special-order goods may not be withdrawn or cancelled by Buyer at any time, unless AXEONsupply.com shall have approved such cancellation in writing and AXEONsupply.com shall have been paid a cancellation charge determined by AXEONsupply.com.

ALL SYSTEMS - No cancellation or returns post shipping, unless system is defective and or has technical issues and that manufacturer technical support has determined and has approved for that item to be returned. Cancellation after a system is built, but prior to shipping will incur a 25% restocking fee as well as a $100 handling fee as well as any restocking fees that could be imposed by the system manufacturer. There are no restocking fees for Sales Order cancellation prior to build or shipping.

COMPONENTS - A 25% restocking fee will be applied to all components after shipment and must be returned within 10 days of purchase, so long as the item is in its original packaging and unopened. If the item is defective and or dysfunctional, upon return of the item and our QA determination, we will refund a full credit towards the next purchase.

If a customer requests changes in its order after receipt of order by AXEONsupply.com, the customer shall be responsible for all charges reasonably incurred by AXEONsupply.com with respect to such changes. All cancelled orders are subject to a cancellation charge at AXEONsupply.com discretion.

REBATES - The AXEONsupply.com limited $100 credit on new accounts is not reusable if applied to any subject purchased that was returned, therefore, once an item is returned, the refund will be less $100 if the customer has used the AXEONsupply.com $100 credit toward the subject purchase.

Return Procedure

• Visit our Online Return Tool to submit your request
• An AXEONsupply.com representative will either email you your AXEONsupply.com return form or call you to obtain more details.
• Pack the item(s) securely in the original product packaging.
  • Your Return Form MUST be included with the return package.
  • Include all paperwork, parts, and accessories.
  • All returned items must be brand new, unused, undamaged and in their original packaging.
  • Do not write on or place shipping labels directly on manufacturer packaging.
  • Returned items will be inspected upon arrival.
• Send the return package to the address listed on your Return Form.
• The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.

Changing Order Before It Has Shipped

We can make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At AXEONsupply.com, we work hard to ship orders as quickly as possible, and your order could ship within a few hours of being placed so long as order is received before 2:00pm PST. Unfortunately, we are unable to make any changes to an order once it has left our warehouse.

Cancellations

AXEONsupply.com must be notified of all cancellations by email. Orders can only be cancelled before they have shipped. If you wish to cancel an order that has already been shipped, you will need to set up a return request and send the material back with a Return Form. You can set up your return and request your return by visiting our contact us page and selecting return or by calling customer service. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return.