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Return and Refund Policy

Last updated: 20 May 2026

1. 7-day return window with mandatory evidence

2. Required evidence - what you must submit

To start a claim, email support@axonra.com within 7 days of delivery with all of the following:

• Your order number;
• Video footage (unedited, well-lit, minimum 15 seconds) clearly showing the product, the outer packaging, the factory seal (intact, broken, or tampered as relevant), the batch number, and the specific issue you are complaining about;
• Clear photographs of the product, the outer packaging, the batch number, and the issue from multiple angles;
• A written description of the complaint.

If your claim is verified at our sole discretion, we will, at our option, replace the item or issue a refund equal to the price paid for the affected item. Do not ship anything back without prior written authorisation from us; unauthorised returns may be refused at the customer's cost. We may require the disputed product to be returned for inspection (at our cost) before issuing the refund or replacement.

Claims submitted without complete video AND photographic evidence, or after the 7-day window, will not be accepted under any circumstances.

3. What is NOT a valid complaint

The following are not grounds for return, refund, or replacement, regardless of any evidence submitted:

• Personal adverse reaction, allergy, or sensitivity (see Legal Notice);
• Dissatisfaction with the product's taste, smell, colour, texture, or perceived effects;
• Dissatisfaction with the speed or extent of any perceived benefit;
• Natural variation in colour, aroma, or texture between batches of a botanical product;
• Damage, contamination, or deterioration caused after delivery (incorrect storage, breaking the seal, exposure to moisture or heat);
• Refused or unclaimed cash-on-delivery (COD) shipments;
• Late delivery caused by the courier, weather, road conditions, or events outside our reasonable control.

4. Cancellations

Orders may be cancelled free of charge only before dispatch. Once we hand the order to the courier, the order cannot be cancelled and is subject to the rest of this policy.

5. Refused or failed COD delivery

If you refuse to accept a confirmed COD order or are unavailable for delivery after the courier's standard delivery attempts, no refund is due (no payment was received) and you may be suspended from future COD eligibility. For prepaid orders that are returned to us due to refused or failed delivery, the original product cost will be refunded less actual outbound and return shipping charges incurred by AXONRA.

6. Refunds (where due)

Approved refunds are processed within 7–10 business days of our acceptance of the claim. Refunds are issued to the original payment method. For COD orders, refunds are issued via bank transfer to an account in the customer's name; we may require CNIC verification before transfer.

7. Allergic reactions and individual sensitivity

8. Contact

To start a claim, email support@axonra.com with your order number and the evidence described in clause 2.

AXONRA · support@axonra.com · +92 337 2149396