Eligible Returns – Common Questions

Below are answers to some of the most common questions regarding returns, refunds, and related concerns.

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I don’t like this product. Can I return it and get a refund?

We’re sorry to hear the product didn’t meet your expectations.

Unfortunately, we’re unable to accept returns or offer refunds for used or opened products due to hygiene and safety regulations.

That said, we truly appreciate your understanding. If you’d like, our team would be more than happy to recommend products that may better suit your skin type or concerns. Please feel free to reach out to our Customer Support team for assistance.

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My skin broke out from one of the products. What can I do?

We’re very sorry to hear about your experience and understand how upsetting skin reactions can be.

As everyone’s skin is unique, reactions may occasionally occur. While we’re unable to offer refunds for product reactions, we strongly recommend:

• Discontinuing use immediately

• Consulting a dermatologist if irritation persists

If you’d like guidance moving forward, please contact us—our team would be happy to help suggest products better suited to your skin type.

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I don’t want to pay the customs fee. Can I cancel my order and get a refund?

We understand that customs fees can be unexpected. However, customs duties, taxes, and import fees are determined by your country’s regulations and are the responsibility of the recipient.

For this reason:

• We’re unable to cancel or refund orders due to customs fees

• We recommend checking with your local customs office before placing an international order

If a package is refused by the recipient due to customs-related issues (such as refusal to pay import taxes, failure to provide required documents, or similar reasons), please note that AXIS-Y is unable to offer a refund or resend the package.

We appreciate your understanding regarding this matter.