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Return and Refund Policy
Effective: July 6, 2026 | Applies to all orders from axnine.net
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Return Window 60 days from delivery |
Authorization RA code required |
Refund Method Original payment |
Processing Time 1-3 business days |
IMPORTANT -- Return Authorization Required: All returns must be pre-authorized. Do NOT ship any item back without first obtaining a Return Authorization (RA) code from our support team. Unauthorized returns will be refused and cannot be refunded. Our office address and return address are different -- only ship to the address provided in your RA email.
HOW TO INITIATE A RETURN
Depending on the product, your order may be fulfilled from different locations. We will assign the correct return address based on where your specific order was shipped from. You must follow all steps below to be eligible for a refund or exchange.
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Contact support within 60 days of delivery
Email axnine32@gmail.com or call +1 (213) 216-0244 with your order number and reason for return. If the item is damaged or incorrect, please attach clear photos. -
Receive your Return Authorization (RA) code
Our team will review your request and, if eligible, issue a unique RA code and assign the correct return address for your order. Requests are typically processed within 1 business day. -
Package your item and write the RA code on the outside of the box
Items must be unused, unworn, with all original tags, manuals, parts, and packaging. Include a printed copy of your order confirmation inside the package. -
Ship only to the assigned return address
Use a trackable shipping method. Do not ship to any other address. Items sent to the wrong address cannot be retrieved or refunded. -
Send us your tracking number
Email your tracking number to axnine32@gmail.com. We will process your return within 1-3 business days of receipt.
RETURN ELIGIBILITY
AXNINE LIGHT pays return shipping -- eligible for full refund or free replacement
- Item arrived damaged or defective due to manufacturing or transit
- Wrong item shipped
- Item not delivered within 90 days
- Package returned to sender (undelivered)
Customer pays return shipping -- eligible for return
- Item does not meet personal expectations (appearance, size, color)
- Change of mind or no longer needed
- Ordered wrong item or wrong quantity
- Product features differed from personal expectations despite accurate listing
Note: In customer-initiated returns, the original shipping fee and any expedited shipping fee are non-refundable.
RETURN CONDITIONS
- Unused, unworn, and unassembled (if applicable), in the same condition as received
- All original parts, accessories, and documentation included
- Original packaging with all tags attached
- Printed copy of order confirmation included inside the package
- RA code clearly marked on the outside of the shipping box
ITEMS NOT ELIGIBLE FOR RETURN
- Orders returned more than 60 days after delivery date
- Replacement bulbs
- Bespoke, custom, or special-order products
- Orders totaling $5,000 or more
- Orders of 3 or more units of the same item
- Items not in original condition or missing original packaging
- Items returned without a valid RA code
- Items shipped to any address other than the assigned return address
For large or custom orders, please contact us in advance to request samples before committing to quantity.
ORDER CANCELLATIONS
| Order Status | Policy |
|---|---|
| Within 48 hours of confirmation | Free cancellation -- full refund issued |
| After 48 hours, before dispatch | May not be possible -- contact support immediately |
| Already dispatched (standard shipping) | Cannot be cancelled. Item is in bulk sea freight. You must accept delivery, then follow the return process. A fee of 30-50% of the order amount will be deducted from your refund. |
| Already dispatched (expedited shipping) | Cannot be cancelled. Item is on a cargo flight. Same 30-50% cancellation fee applies if you refuse the package. |
REFUNDS
Once your returned item is received and inspected, we will process your refund within 1-3 business days. The refund will be returned to your original payment method. Please allow an additional 7-14 business days for your bank or card issuer to post the credit.
If you have not received your refund after 14 business days: (1) check your bank account, (2) contact your credit card company, (3) contact your bank, and if still unresolved, (4) contact us at axnine32@gmail.com.
EUROPEAN UNION AND UNITED KINGDOM -- 60-DAY RETURNS
Eligible orders shipped to an address in the European Union or United Kingdom may be returned within 60 days of delivery. Items must be unused, unworn, with all original tags and packaging, along with proof of purchase. The Return Authorization process above still applies. This extended return window does not limit any mandatory local consumer rights.
EXCHANGES
We do not process direct exchanges. To get the correct item, return your original item following the steps above and place a new order once your refund is issued.
CONTACT AND RETURN ADDRESS INFORMATION
All return inquiries must go through our support team to receive an RA code and the correct return address. Do not ship any return without an RA code.
Email: axnine32@gmail.com
Phone: +1 (213) 216-0244
Hours: Monday-Friday, 9:00 AM - 5:00 PM EST
Business / Correspondence Office (NOT a return address)
AXNINE LIGHT.
1312 17TH ST, UNIT 2186, DENVER, CO 80202, United States
Return Address -- assigned per order (RA code required)
Return addresses are assigned based on your order's fulfillment location and will be provided in your Return Authorization email. Returns sent to any other address -- including this office -- will not be accepted.