Refund and Returns Policy

Last Updated: October 27, 2023

At Axilon (operated by Carlo Valley), we are committed to ensuring your satisfaction with every purchase. If for any reason you are not entirely happy with your order, we’re here to help.

1. 30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with all original tags still attached, and in its original packaging. You will also need the receipt or proof of purchase.

2. Conditions for Return

For a successful return, please ensure your item meets the following conditions:

  • The item must be returned within 30 days of receipt.
  • The item must be unworn, unused, and in its original condition.
  • All original tags must still be attached to the item.
  • The item must be in its original packaging.
  • You must provide the original receipt or proof of purchase.

Please note that certain types of items cannot be returned, such as perishable goods (e.g., food, flowers), custom products (e.g., special orders or personalized items), and personal care goods (e.g., beauty products). We also cannot accept returns on sale items or gift cards. If you have questions or concerns about your specific item, please contact us.

3. How to Start a Return

To initiate a return, please contact our customer service team at [email protected]. In your email, please include your order number, the item(s) you wish to return, and the reason for the return. Our team will review your request and provide you with instructions on how to proceed, including the return shipping address if applicable.

Please do not send items back to us without first requesting a return; items returned without prior authorization may not be accepted.

4. Refunds

Once we receive and inspect your returned item, we will send you an email to notify you that we have received it. We will also inform you whether your refund has been approved or rejected based on the item’s condition and adherence to our policy.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

5. Refund Processing Times

Please allow 5-10 business days for your refund to be fully processed and for the credit to appear on your bank or credit card statement. The exact timing can vary depending on your bank or payment provider.

If you haven’t received a refund after this period, please first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us directly at [email protected].

6. Exchanges

The quickest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, you can make a separate purchase for the new item.

7. Damaged or Incorrect Items

Please inspect your order immediately upon reception. If you receive an item that is defective, damaged, or if you receive the wrong item, please contact us at [email protected] within 7 days of delivery. We will evaluate the issue and work to make it right.

8. Return Shipping Costs

Customers are responsible for the shipping costs associated with returning an item unless the return is due to a defect or an error on our part (e.g., incorrect item shipped). Original shipping costs are non-refundable.

9. Contact Us

For any questions regarding our Refund and Returns Policy, please do not hesitate to contact us:

  • Company Name: Axilon (Operated by Carlo Valley)
  • Email: [email protected]
  • Phone: +16863231334
  • Address: 6716 South Mariposa Lane, Dublin, CA, US