This refund and return policy explains which orders qualify for returns, how to file a claim, and how refunds work.
Last updated: January 1, 2026
1. Overview of Our Refund and Return Policy
GoodsAxis facilitates sourcing from third-party suppliers. Because of this, most orders involve production or procurement to your specific requirements after quote confirmation. Those requirements can include custom quantities, branding, or specifications. As a result, all custom or uniquely procured orders are final. Our refund and return process also differs significantly from a typical retail store. Please read this refund and return policy carefully before placing an order. For the full ordering steps, see how sourcing works, or request a free quote for your exact order.
2. Eligibility Under Our Refund and Return Policy
Due to the customized nature of procurement through GoodsAxis, returns or refunds apply exclusively 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. You must also submit any claim about return eligibility to GoodsAxis in writing 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. As a result, GoodsAxis will authorize no refunds or returns 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. The exception applies to orders that 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 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 email our support team. Your email must include your order number and a detailed written description of the issue. It must also include 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 then 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. As a result, they are not eligible for remedies.
5. Return Process in Our Refund and Return Policy
To initiate a return request, please contact [email protected]. Include your exact order reference number and a detailed explanation for the return. If GoodsAxis provisionally approves your request, it will issue a formal Return Merchandise Authorization (RMA) number and specific shipping instructions. Do not ship any items back without an RMA number, because unauthorized shipments will be rejected and returned at your expense.
For general background on the term, see Wikipedia’s short overview of return merchandise authorization.
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 need to pay for shipping up front. After verification of the defect upon receipt at the facility, you will receive a full refund or account credit for that cost.
- For Approved Non-Defective Returns: In rare instances, GoodsAxis authorizes a non-defective return. When that happens, 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. This fee 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. The following conditional framework governs refund distribution:
- 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: GoodsAxis reserves the right to issue the refund as Platform Store Credit. This applies to partial order discrepancies, minor resolution agreements, or approved non-defective returns. That credit applies to future sourcing quotes.
- Partial Refunds: If a delivery contains a partial shortage or a defect affecting only a specific portion of the batch, GoodsAxis will calculate the refund proportionally and issue it as a Partial Refund. This refund corresponds strictly to the unfulfilled or defective units.
7. Late or Missing Refunds
If you have received a notice of approval from GoodsAxis but the funds have not reached 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 whether the transaction appears 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 need time to clear and post to your balance. Frequently, they require an additional three (3) to five (5) business days of internal processing time.
If you have completed these steps and still have not received your refund, please contact our support team at [email protected]. Include your order reference number and approval notice. Then we will promptly provide the payment tracking reference number or wire receipt to help your bank locate the funds.
8. Contact Us
If you have questions about this refund and return policy, please use our contact page or email us directly.
Email: [email protected]