Last updated: January 1, 2026

1. Overview

Because GoodsAxis facilitates sourcing from third-party suppliers, most orders are produced or procured to your specific requirements (such as custom quantities, branding, or specifications) after a quote is confirmed. As a result, all custom or uniquely procured orders are final, and our refund and return process differs significantly from a typical retail store. Please read this policy carefully before placing an order.

2. Eligibility for Returns

Due to the customized nature of procurement through GoodsAxis, returns or refunds are exclusively limited to cases of verified supplier error. To qualify for a return, replacement, or account credit, orders must meet one of the following criteria:

  • Material Deviations: The delivered goods fundamentally deviate from the finalized specifications, dimensions, materials, or branding assets approved in your confirmed quote.
  • Defective or Damaged Items: The goods arrive physically damaged or possess manufacturing defects that render them unfit for their intended commercial use.
  • Incorrect Quantities: The shipment contains a shortage exceeding standard industry manufacturing variances (typically +/- 5%).

Inspection and Reporting Window: You must inspect all shipments immediately upon arrival. Any claim regarding eligibility for a return must be submitted in writing to GoodsAxis within five (5) business days of delivery. Failure to report an issue within this five-day window constitutes absolute and irrevocable acceptance of the goods, and no refunds or returns will be authorized thereafter.

3. Non-Returnable Items

Because GoodsAxis facilitates custom manufacturing and specialized wholesale procurement, the majority of transactions are final. Custom-made, made-to-order, or bulk/wholesale orders produced to your confirmed specifications are strictly non-returnable unless they are verified as defective or do not match the agreed specification.

Additionally, the following categories of items are entirely non-returnable and non-refundable under any circumstances:

  • Paid Production Samples: Pre-production samples, prototyping runs, and one-off design proofs.
  • Clearance or Overstock Goods: Any items explicitly purchased from discounted stock, liquidation categories, or labeled as “Final Sale.”
  • Unsealed or Used Items: Goods that have been removed from their original packaging, unbundled, modified, altered, or integrated into other products post-delivery.
  • Perishable or Logistics-Sensitive Items: Any goods that require strict climate control or have an expiration date, once they have left the supplier’s facility.

4. Damaged or Defective Goods

If your order arrives damaged or defective, you must contact GoodsAxis within five (5) business days of physical delivery. To initiate a claim, you must submit an email to our support team containing your order number, a detailed written description of the issue, and mandatory high-resolution photographic or video evidence showing the damage, defect, or variance.

Upon receiving your complete submission, GoodsAxis will review the evidence and liaise directly with the relevant third-party supplier. Depending on the supplier’s verification and the nature of the defect, we will work to arrange one of the following remedies as appropriate:

  • A replacement run prioritized by the supplier.
  • A localized repair or modification allowance.
  • A partial or full account credit or refund.

Important Note: Minor cosmetic variances, slight color shade shifts, or industry-standard manufacturing tolerances (up to 5% dimensional variance) do not qualify as defects and are not eligible for remedies.

5. Return Process

To initiate a return request, please contact [email protected] with your exact order reference number and a detailed explanation for the return. If your request is provisionally approved, GoodsAxis will issue a formal Return Merchandise Authorization (RMA) number along with specific shipping instructions. Do not ship any items back without an RMA number, as unauthorized shipments will be rejected and returned at your expense.

Shipping Costs & Restocking Fees Allocation:

  • For Verified Supplier Fault: If the return is due to a confirmed manufacturing defect or material specification error verified by GoodsAxis, the supplier will bear the cost of return shipping. You may be required to pay for shipping up front, which will be fully refunded or credited to your account once the defect is verified upon receipt at the facility.
  • For Approved Non-Defective Returns: In rare instances where a non-defective return is authorized by GoodsAxis, the buyer is entirely responsible for all return shipping, freight, and customs clearance charges.
  • Restocking Fees: All approved non-defective returns are subject to a twenty percent (20%) restocking fee, which will be automatically deducted from your final refund or credit balance.

6. Refunds

Once a return is physically received at the designated facility, it must pass a mandatory inspection to verify the reported defect or error. Upon formal verification, GoodsAxis will issue a notice of approval or rejection regarding your refund.

Approved refunds will be processed and issued within ten (10) to fourteen (14) business days of formal approval. Refund distribution is governed by the following conditional framework:

  • Original Payment Method: Refunds for verified supplier errors or total order failures will be returned directly to the original payment method (such as credit card, wire transfer, or ACH).
  • Platform Store Credit: For partial order discrepancies, minor resolution agreements, or approved non-defective returns, GoodsAxis reserves the right to issue the refund in the form of Platform Store Credit to be applied to future sourcing quotes.
  • Partial Refunds: If a delivery contains a partial shortage or a defect affecting only a specific portion of the batch, the refund will be calculated proportionally and issued as a Partial Refund corresponding strictly to the unfulfilled or defective units.

7. Late or Missing Refunds

If you have received a notice of approval from GoodsAxis but have not yet seen the funds reflect in your account within the stated fourteen (14) business day window, please complete the following steps before reaching out:

  • Check Your Account: Review your statement to confirm if the transaction is listed under “Pending Transactions.”
  • Contact Your Financial Institution: Touch base with your credit card company, bank, or payment gateway provider. International wire transfers, ACH payments, and commercial card networks frequently require an additional three (3) to five (5) business days of internal processing time to clear and post to your balance.

If you have completed these steps and still have not received your refund, please contact our support team at [email protected] with your order reference number and approval notice. We will promptly provide you with the payment tracking reference number or wire receipt to help your bank locate the funds.

8. Contact Us

Email: [email protected]