Return and Refund Policy

At Axai Mall, customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we are here to help. This policy outlines the terms and conditions for refunds and returns of products purchased from our platform.

Physical Goods

Returns
  1. Eligibility: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  2. Return Period: You have 7 days from the date of purchase to return an item.
  3. Process: To initiate a return, please contact our customer support team at support@axaidigital.com with your order number and the reason for the return. We will provide you with return instructions.
Refunds
  1. Inspection: Once we receive your returned item, we will inspect it and notify you of the status of your refund.
  2. Approval: If your return is approved, we will initiate a refund to your original method of payment within 7-10 working days.
  3. Shipping Costs: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to a defective product or our error.

Digital Content

Refunds
  1. No Refunds: Due to the nature of digital content, all sales are final. Once an e-voucher or digital product has been delivered and accessed, it is non-refundable and non-returnable.
  2. Exceptions: Refunds may be considered only in exceptional cases, such as:
    • Technical Issues: If the digital content is defective or cannot be accessed due to technical issues on our part.
    • Incorrect Delivery: If the wrong digital content was delivered due to an error on our part.

E-Vouchers

Refunds
  1. No Refunds: Due to the nature of e-voucher, all sales are final. Once e-voucher has been delivered and accessed, it is non-refundable.
  2. Redemption: Once an e-voucher is delivered and redeemed, it is considered used and cannot be refunded.
  3. Expiry: E-vouchers may have an expiration date. It is the responsibility of the customer to redeem the voucher before the expiration date. Expired e-vouchers cannot be refunded or extended.
Request Process
  1. Contact Us: If you believe you are eligible for a refund based on the exceptions listed above, please contact our customer support team at support@axaidigital.com within 7 days of purchase.
  2. Provide Details: Include your order number, email address used for the purchase, and a detailed description of the issue.
  3. Review: Our team will review your request and determine if it meets the criteria for a refund.
  4. Resolution: If approved, we will process the refund within 7-10 working days.