Return & Refund Policy

Right to Return & Exchange

You have the right to return or exchange products purchased from AXONAI within 14 days of receipt, without giving a reason, as long as they meet the return acceptance conditions listed below.

Return Acceptance Conditions

• The product must be in its original condition, unused and uninstalled.
• It must be in its original packaging with all accessories, manuals, and included gifts.
• It must be free of any breakage, scratches, or damage caused by misuse or improper storage.
• The invoice or order number must be provided.
• The smart device must not be permanently linked to an account or app, or it must be unlinked before the return.

Non-Returnable Products

Unless there is a manufacturing defect, the following cannot be returned or exchanged:

• Products that have been installed, operated, or programmed at the customer's site.
• Products specially ordered or imported at the customer's request.
• Licenses, software, and subscriptions once activated.
• Cables and materials cut to a requested length.
• Products whose seal or packaging has been opened in a way that prevents resale.

Damaged or Incorrect Products

If you receive a damaged, incomplete, or incorrect product, please notify us within 48 hours of delivery, along with clear photos of the product, the packaging, and the order number.

Once the issue is confirmed, we will replace the product or issue a full refund, based on your choice, and AXONAI will cover all shipping costs in this case.

How to Request a Return

To help us process your request, please follow the steps below. Do not send the product before contacting our customer service team and receiving return instructions.

Refunds

After the returned product is received, inspected, and approved, the refund will be issued using the original payment method whenever possible, or a suitable refund method will be agreed upon with the customer.

• The time it takes for the amount to appear in your account may vary depending on your bank or payment provider.
• If you paid cash on delivery, our customer service team will contact you to confirm your refund details and method.
• You may be asked to provide additional details needed to complete the refund, and this information will be kept confidential.
• If the return is due to a defect or an error on our part, the refund will be processed in line with the customer's rights and applicable laws.

Shipping Costs

Responsibility for shipping costs is determined by the reason for the return and the product's condition, in line with the Consumer Protection Law and applicable regulations.

• Damaged or non-conforming product: AXONAI covers the shipping costs related to resolving the issue once it has been verified.
• Change of mind or a return not caused by our error: Any applicable shipping costs will be made clear before the return is confirmed, where charging them is legally permitted.
• Exchanges: You will be informed of any shipping costs before the exchange is carried out.

Do not send any return shipment at our expense without prior arrangement with customer service.

Warranty & Maintenance

Products covered by a warranty are subject to the warranty terms of the manufacturer or supplier, in addition to the rights granted by applicable law.

• Keep your invoice or proof of purchase to make warranty claims easier.
• Diagnosing a fault may require a description of the problem, photos, or videos, and you may be asked to hand over the product for technical inspection.
• The warranty usually does not cover damage caused by misuse, accidents, incorrect electrical wiring, or unauthorized modifications, in accordance with the product's warranty terms and the law.
• Excluding a particular fault from the warranty does not affect any mandatory consumer right under the law.

Projects & Installation Services

Cancellation, modification, or return procedures may differ for orders involving special supply, design, programming, installation, or project execution, depending on the nature of the agreed work and the approved contract or quotation.

• Please review the scope of work, specifications, timeline, and payment terms stated in the quotation before approving it.
• Any discrepancy in the scope of work or visible shortage in supplied items must be reported as soon as possible after it is discovered.
• Products manufactured or prepared specifically for the project, or already installed, may not be returnable except under the terms of the agreement and applicable legal rights.
• Requests to modify or cancel services are handled based on the work completed and the approved costs, without contradicting the law.

If your request relates to a project or installation service, please contact the project manager or customer service to assess the situation and explain the available options.