Return & Refund Policy

At Axiaura, each product is made to order specifically for you.

Because of the custom nature of our products, we do not accept returns or exchanges due to a change of mind, incorrect size selection, colour preference, or any other customer-related reason. Please review all product details, sizing information, and shipping details carefully before placing your order.

If your item arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of receiving your order at axiaurapt@gmail.com. Include your order number and clear photos of the issue so we can assess the situation and provide an appropriate solution.

To initiate a return request for eligible items, contact us at axiaurapt@gmail.com before sending any products back. Returns sent without prior authorisation will not be accepted.

If a return is approved, the item must be unused, in its original condition, with all tags attached and in its original packaging. You will receive instructions regarding the return process.

Return address:

Rua Prof. Francisco Corujo, nº 23
3830-521 Gafanha da Encarnação
Portugal

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Non-Returnable Items

Due to the made-to-order nature of our products, we do not accept returns or exchanges for:

• Incorrect size selection

• Change of mind

• Customer preference

• Promotional or sale items

• Gift cards

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may have the right to cancel your order within 14 days of receiving it.

However, please note that this right does not apply to goods that are made to the consumer's specifications or clearly personalised. As all Axiaura products are produced on demand specifically for each customer, this exemption may apply in accordance with applicable EU consumer protection laws.

Refunds

Once we have reviewed your claim and, where applicable, received and inspected the returned item, we will notify you whether your refund has been approved.

If approved, refunds will be issued to the original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at axiaurapt@gmail.com.