Refund policy

Refund Page Minimalist Packaging Shot + Text Overlay - Axiom Apparel

At Axiom Apparel (AXM), every garment is crafted on demand specifically for you. By pairing ethical, non-toxic plant-based textiles—such as organic cotton, silky Tencel Modal, and botanical blends—with zero-inventory manufacturing, we eliminate fast-fashion landfill waste while delivering premium apparel.

Because our items are manufactured upon order confirmation, our return and exchange framework is designed to protect both customer satisfaction and sustainable production. This policy outlines your coverage, timelines, step-by-step procedures, and financial terms for returns, size swaps, damaged items, and order cancellations.

1. Summary of Return & Exchange Terms

The following matrix provides a clear breakdown of coverage, financial responsibility, and required actions across common return and exchange scenarios.

Request Scenario Return Window Customer Return Shipping Fee Physical Return Required? Resolution & Remedy
Manufacturing Defect or Print Error 30 days from delivery $0.00 (Free) No (Keep or recycle item) 100% Free replacement reprint or 100% full refund
Garment Arrives Damaged in Transit 30 days from delivery $0.00 (Free) No (Keep or recycle item) 100% Free replacement reprint or 100% full refund
Incorrect Item or Size Delivered by AXM 30 days from delivery $0.00 (Free) No (Keep or recycle item) Correct item dispatched immediately at zero cost
Size Exchange (Fit Preference) 30 days from delivery Customer pays return postage Yes (Ship to AXM brand facility) Replacement size order issued upon transit scan
Change of Mind / Standard Return 30 days from delivery Customer pays return postage Yes (Ship to AXM brand facility) Refund to original payment method or Store Credit
Pre-Production Order Cancellation Pre-production (<4 hrs) N/A No 100% Immediate refund back to original payment method
In-Production Order Cancellation In production N/A No 50% Store credit or standard post-delivery return

2. Manufacturing Defects, Damage & Fulfillment Errors

We maintain a zero-friction replacement guarantee for items affected by quality defects or shipping damage. If your order arrives with physical flaws, printing errors, or shipping envelope damage, Axiom Apparel covers 100% of the replacement or refund costs.

Covered Issue Types

Defect coverage applies to the following operational scenarios:

  • Print & Decoration Defects: Artwork peeling, misaligned DTG/DTF graphics, ink smudging, or improper curing.
  • Garment Construction Defects: Unraveling seams, fabric tears, broken hardware, or missing neck tags prior to wear.
  • Transit Damage: Envelopes ruptured during carrier transit resulting in stained or damaged garments.
  • Fulfillment Mistakes: Receiving a size, colorway, or SKU different from what appears on your order confirmation invoice.

Photo Proof & Claim Submission Procedure

To initiate a zero-cost replacement or refund for a defective or damaged item, follow these steps within 30 calendar days of delivery:

  1. Capture Photographic Evidence: Take two clear photos using your smartphone or camera:
  • Photo 1 (Close-up Shot): A clear, focused image detailing the specific printing defect, fabric tear, or damage.
  • Photo 2 (Full-Garment Shot): A wide-angle photo showing the complete garment laid flat, clearly displaying the collar size label and outer shipping poly-mailer.
  1. Submit Claim via Customer Portal: Access the Axiom Apparel Return Portal or email customer support with your Order Number, contact information, item SKU, and attached photos.
  2. Receive Free Replacement: Once our quality assurance team verifies the photographic proof, a brand-new replacement garment is submitted directly to production with priority processing. A new carrier tracking link will be emailed as soon as dispatch occurs.

> Zero Return Friction: You do not need to ship damaged or defective items back to us. We ask that you keep, donate, or responsibly recycle the defective garment. Never attempt to ship items back without an approved authorization number.

3. Size Exchanges & Fit Adjustments

Because our garments are printed on demand per customer order, garments are manufactured to exact size chart specifications. If you need a different size to achieve your preferred fit, we are happy to facilitate a size exchange within 30 days of delivery.

Garment Condition Eligibility

To qualify for a size exchange, returned garments must meet strict condition standards:

  • Unworn & Unwashed: Items must show zero signs of wear, body odor, perfume, deodorant marks, or laundering.
  • Original Tags & Packaging: Garments must retain original brand tags and be packed inside their protective polybag.
  • Free of Animal Hair & Stains: Items returned with pet dander, makeup stains, or lint will be rejected and reshipped at customer expense.

Financial Responsibilities for Size Swaps

  • Return Shipping Fees: The customer is responsible for shipping the original garment back to Axiom Apparel's designated return facility. You may purchase a prepaid return label through our portal (deducted from your store credit/exchange balance) or use your preferred trackable shipping carrier.
  • Replacement Production & Dispatch: Upon carrier scan confirmation of your returned parcel, Axiom Apparel submits a fresh replacement size order to manufacturing. We cover the internal fulfillment cost for your replacement garment.
  • Original Shipping Charges: Original outbound shipping fees paid at checkout are non-refundable.

4. Change of Mind & Standard Returns

If you wish to return an item for store credit or a refund due to a change of mind, requests must be submitted within 30 calendar days from parcel delivery.

Return Resolution Options

Upon receipt and inspection of your eligible returned garment at our brand facility, you may choose one of two settlement pathways:

  • Option A — Axiom Store Credit (Recommended): Receive 100% of the item purchase price in digital Axiom Apparel gift card credit, allowing you to select any replacement style across future collection drops. Store credit never expires.
  • Option B — Original Payment Refund: Receive a refund back to your original payment method (Shopify Payments, credit card, Shop Pay, or PayPal) equal to the item purchase price minus original shipping charges and return postage fees. Payment gateway processing times typically range from 3 to 5 business days after inspection approval.

5. Order Cancellations & Address Modifications

Our automated manufacturing pipeline initiates custom fabric allocation and printing shortly after order placement. Consequently, cancellation rules depend on your order's production status.

Pre-Production Cancellations (<4 Hours)

If you request an order cancellation or address modification within the initial pre-production window (while order status remains Pending or Submitted in our system):

  • Full Refund: Your order will be canceled immediately, and a 100% full refund will be processed back to your original payment method.
  • Address Updates: Shipping addresses can be updated directly without incurring extra fulfillment or carrier charges.

In-Production Lockout Phase

Once garment status transitions to In Production, physical printing and bio-polishing have commenced. At this stage, on-demand manufacturing cannot be halted or canceled with our production facility.

  • Cancellation Options: If you cannot accept the order, you may request an immediate 50% Axiom Store Credit while allowing the custom parcel to deliver, or allow the package to arrive and initiate a standard post-delivery return under Section 4.
  • In-Transit Address Errors: If a customer provides an inaccurate shipping address and the parcel is marked Returned to Sender by the carrier, the customer is responsible for paying the carrier reshipment fee to re-dispatch the package to a verified address.

6. How to Submit a Return or Exchange

To ensure your request is processed quickly, please follow our standardized submission workflow:

  1. Access the Return Portal: Visit axiomapparel.store/returns and enter your 5-digit Order Number (e.g., #AXM-1024) alongside the email address used during checkout.
  2. Select Request Reason: Choose the specific reason for your request (Defect/Damage, Size Exchange, or Return for Refund) and select the item(s) involved.
  3. Attach Required Media: If reporting damage or a defect, upload the required 2 clear photographs.
  4. Obtain Return Authorization & Label: For size swaps and standard returns, download your Return Merchandise Authorization (RMA) slip and prepaid carrier shipping label.
  5. Ship Parcel to AXM Facility: Pack the garment securely with original tags attached, insert the RMA slip inside the package, and drop off the parcel at any authorized carrier location.

> Important Supplier Notice: Never return garments to the fulfillment origin address printed on your parcel mailer shipping label. Our manufacturing facilities do not process or accept unapproved customer returns. All returns must be shipped to Axiom Apparel's designated brand address provided on your RMA slip. Items returned without an approved RMA slip cannot be identified or refunded.