At AXLIVOMY, we aim to provide a clear, fair, and reliable return experience. We are committed to helping customers resolve product concerns and make informed decisions when purchasing our home cleaning essentials.

This Return & Refund Policy applies to eligible purchases made through the AXLIVOMY online store. All returns and refunds are handled in accordance with the terms below and applicable consumer protection laws.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at:

Email: service@axlivomy.com

Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address information.

Please do not send products back without contacting us first. Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be unused or in like-new condition, free from customer-caused damage, and unaltered.

All original components and included accessories should be returned, including handles, brush heads, detachable attachments, wiping components, product inserts, and instructions where supplied. Original protective packaging should also be included where reasonably possible.

Proof of purchase, such as an order number or order confirmation, may be required.

Because AXLIVOMY products may include multiple components, detachable cleaning attachments, long handles, specialized brush heads, or other functional parts, returned products should be packaged carefully to help prevent damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of excessive use, misuse, customer-caused scratches or breakage, unauthorized repairs, modifications, missing accessories, or damage caused by improper cleaning, storage, handling, or use.

For cleaning tools and accessories, return eligibility may depend on whether the product has been used beyond reasonable inspection purposes, altered, damaged, or otherwise affected in a way that reduces its value, subject to applicable law and product-specific return conditions.

Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns. These may include customized or personalized products, gift cards, products clearly marked as final sale, products damaged through misuse or improper handling, products modified or repaired without authorization, and products missing significant components because of customer handling.

Other products expressly identified as non-returnable before purchase may also be excluded from preference-based returns.

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your AXLIVOMY order promptly after delivery.

This is particularly important for products containing detachable brush heads, handles, scrubbing components, wiping accessories, sweeping attachments, dust-removal components, connectors, fasteners, or other functional parts.

If your order arrives broken, damaged, defective, incorrect, or incomplete, or if accessories or components are missing, please contact us as soon as reasonably possible.

To help us review the issue, please provide your order number, product name, clear photographs of the product, photographs of the inner protective packaging, photographs of the outer shipping package, and a photograph of the shipping label where available. A short video demonstrating the issue may also be helpful where relevant.

For cleaning products, a video may be particularly useful for issues involving handle connections, attachment compatibility, loose or broken components, assembly difficulties, or other functional problems.

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer protection laws.

6. Basic Product Checks Before Return

For certain functional issues, our customer support team may first provide reasonable product checks or troubleshooting guidance.

Depending on the product, these checks may include confirming that the product has been assembled correctly, checking handle and brush-head connections, verifying that detachable accessories are fitted properly, inspecting fasteners or moving components, and reviewing the product instructions or care information.

We may request photographs or additional information to better understand the nature of the issue.

You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use. Please discontinue use if continued operation or handling could create a safety concern.

7. Return Shipping Costs

For preference-based returns, including changes of mind, incorrect product selection by the customer, no longer wanting the product, products not matching personal preferences, or other reasons not caused by an error on our part, customers are generally responsible for return shipping costs where permitted by applicable law.

If AXLIVOMY confirms that a product was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise eligible for seller-paid return costs under applicable law, we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless otherwise expressly stated by AXLIVOMY, the return results from an error on our part, the product was defective, damaged, or incorrectly supplied, or applicable law requires reimbursement.

Any refund of original shipping charges will be handled in accordance with the circumstances of the return and applicable legal requirements.

9. Return Address

Return addresses may vary depending on the product type, fulfillment location, customer destination, warehouse location, logistics arrangements, and nature of the return.

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address and applicable shipping instructions will be provided after your return request has been reviewed and approved.

10. Return Packaging

AXLIVOMY products may include handles, brush heads, detachable attachments, wiping components, sweeping accessories, dust-removal tools, fasteners, or other functional components that require appropriate protection during transportation.

Customers should package returned products carefully to reduce the risk of damage during return shipping.

Where reasonably possible, please include the main product, all originally supplied accessories and detachable components, product inserts or instructions, original protective materials, and original product packaging.

Long-handled tools and delicate attachments should be secured appropriately to reduce movement, impact, bending, or breakage inside the package.

Customers are responsible for ensuring that preference-based returns are adequately packaged for shipping, subject to applicable law.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.

Examples may include handles, detachable brush heads, scrubbing attachments, wiping components, sweeping accessories, fasteners, product manuals, protective packaging, or other included accessories.

Any deduction will be assessed according to the circumstances of the return, the impact of the missing items on the product's value, and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm the product's identity, return eligibility, condition, reason for return, and the presence of included accessories and components.

The inspection may also cover the condition of handles, brush heads, attachments, materials, fasteners, and other product features where relevant.

Approval of a return request does not necessarily mean that a refund has been approved before the returned product has been received and inspected.

We will review the inspection results and determine the appropriate outcome in accordance with this policy and applicable consumer protection laws.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once AXLIVOMY issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

If you have not received your refund after the applicable processing period, please contact our customer support team for assistance.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from missing accessories, missing components, excessive use, customer-caused scratches or breakage, unauthorized modifications, unauthorized repairs, improper cleaning, improper handling, or damage caused after delivery.

Any deduction will be assessed based on the individual circumstances of the return and the applicable legal requirements.

No deduction will be applied where prohibited by applicable law.

15. Exchanges

Exchange availability depends on current product availability and inventory.

AXLIVOMY products may be offered in different colors, sizes, materials, handle lengths, attachment configurations, styles, or other product variations. The preferred replacement may not always be available.

Where direct exchanges are unavailable, an alternative may be to request a return for the eligible original product, complete the approved return process, and place a new order for the preferred product.

Please contact customer support before returning a product for exchange so that we can confirm availability and explain the applicable procedure.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Email: service@axlivomy.com

We will make reasonable efforts to assist before fulfillment begins.

However, we cannot guarantee cancellation once an order has entered processing, picking or packing, protective packaging, fulfillment, shipping preparation, or dispatch.

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution or payment provider may require additional processing time before the refund appears in your account.

The time required for the funds to become available depends on the relevant payment service and financial institution.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so that we can review the shipment status, carrier charges, product condition, return eligibility, and other relevant circumstances.

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if those costs resulted from refusal or failure to accept an otherwise valid delivery.

Any refund or deduction will be assessed in accordance with the circumstances of the shipment and applicable consumer protection requirements.

19. International Returns

International returns may involve additional shipping costs, customs procedures, carrier requirements, documentation, and transit time.

Cleaning tools with long handles, multiple attachments, or larger packaging requirements may also require additional preparation for international return transportation.

Please contact us before sending any international return.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

Customers should follow the return instructions provided by our support team and retain relevant shipping documentation until the return has been resolved.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to defective products, product conformity, damaged products, repairs, replacements, returns, refunds, and cancellation or withdrawal rights.

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or order cancellation, please contact our customer support team through the official email address below.

Brand: AXLIVOMY

Legal Entity: Xi'an Xinjuda Trading Co., Ltd.

Registered Address: Group 4, Lianfeng Village, Ganting Subdistrict, Huyi District, Xi’an, Shaanxi Province, China (2nd Floor, Immediately East of Beiguan Middle School, North of Qiyi East Road).

Unified Social Credit Code: 91610125MAEE0WCP3R

Customer Support Email: service@axlivomy.com

AXLIVOMY is operated by Xi'an Xinjuda Trading Co., Ltd., which is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

For order-related inquiries, please include your order number and the email address used at checkout.

For damaged products, defective components, or other product-related concerns, please include clear photographs and videos where relevant to help us assess the situation more efficiently.

Please do not send complete credit card information, CVV or security codes, or account passwords by email.

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