Axumwe return and refund policy

We hope this Return and Refund Policy gives you confidence when shopping on Axumwe. Our aim is to celebrate cultural goods and stories through a trustworthy marketplace. While issues are infrequent, knowing how returns and refunds work helps ensure a smooth experience. If you have any questions about this policy or need assistance with a purchase, please visit our Help Center or contact Axumwe customer support at [email protected]. We’re here to support you and have an excellent experience!

Axumwe is a global online marketplace that connects independent Vendors (sellers) with Buyers. This Return and Refund Policy explains the standard practices for product returns, exchanges, and refunds on Axumwe. Because Axumwe is a platform (not the direct seller of goods), each Vendor may set their own return/refund policy, but we also maintain baseline rules to protect Buyers. Please read this Policy carefully to understand your rights and responsibilities.

In summary, always check the Vendor’s specific return policy on the product listing or shop page before you buy. If a Vendor does not specify a return policy, the default assumption is that returns are not accepted except as required by consumer protection laws. Regardless of any individual policy, Axumwe Buyers have certain minimum rights under law (described below), and Axumwe will assist in resolving disputes fairly.

Vendor Return Policies and General Rules

• Vendor-Determined Policies: Vendors on Axumwe are allowed to define their own return and refund terms for the products they sell, as long as those terms comply with applicable laws. This means some sellers might accept returns or exchanges within a certain timeframe, while others (particularly for custom-made, perishable, or intimate items) may declare sales as final with no returns. It’s the Vendor’s responsibility to clearly communicate their return policy in their product listing or shop profile, and it’s the Buyer’s responsibility to review that information before purchasing.
• Default Policy if None Stated: If a product listing does not include a specific return/refund policy from the Vendor, the default rule on Axumwe is that returns are not accepted (all sales are final) unless a law entitles the Buyer to a return or refund. In other words, we assume no voluntary returns in absence of a policy. However, this does not override your basic legal rights (for example, if the item is faulty or misdescribed, you may still be entitled to a remedy under the law, as noted below).
• Compliance with Law: All Vendors must, at a minimum, honor any mandatory consumer protection laws that apply to the transaction, even if their own policy says “no returns.” Axumwe’s Terms and this Policy do not permit a Vendor to contract out of statutory rights you may have as a consumer. The next section describes some of those key rights in different regions. If you feel your purchase falls under a protected category (damaged, not as described, etc.) and the Vendor’s policy or response is not addressing it, you can seek further help through Axumwe.

Statutory Consumer Rights (Global Highlights)

Axumwe serves a global community, so we take into account various consumer protection laws. Here are important legal return/refund rights that may apply regardless of a Vendor’s individual policy:

• European Union – 14-Day Right of Withdrawal: If you reside in an EU country, in most cases you have the right to cancel an online purchase within 14 days of receiving the item, for any reason (or no reason) and receive a full refund. This is part of EU consumer law for distance sales. Vendors selling to the EU are expected to comply with this “cooling-off period.” Exceptions: Certain products are exempt from the 14-day cancellation rule – for example, perishable goods, custom-made items made to your specifications, sealed health/hygiene products once unsealed, or digital content that has been downloaded. If your purchase falls under an exception, the Vendor should have indicated “no returns” for that item. Otherwise, if you submit a cancellation request within 14 days of delivery, the Vendor should accept the return. You will typically be responsible for returning the product in its original condition. The Vendor must then issue a refund within 14 days of receiving the returned goods (or of you providing proof of return shipment).
• United States – Defective or Not-as-Described Goods: U.S. law does not mandate a universal return window for all online purchases like the EU does. However, consumers are protected by implied warranties and trade practices laws. This means that if a product is defective, damaged, or significantly not as described, you generally have the right to seek a remedy (which could be a return for refund or an exchange). Additionally, credit card protections in the U.S. allow buyers to dispute charges (chargebacks) for goods that weren’t delivered or were not delivered as promised. Many sellers (and some state laws) also provide a short window for returns or exchanges as a courtesy. On Axumwe, Vendors are expected to deliver products that match their descriptions and are of acceptable quality. If a U.S. buyer receives a faulty or incorrect item, they can request a return/refund from the Vendor under these principles, even if the Vendor’s posted policy is “no returns.”
• Kenya and Other Jurisdictions: Kenyan consumer protection law (Consumer Protection Act, 2012) and similar laws in other countries ensure that buyers are not stuck with faulty or misrepresented products. For instance, in Kenya, if goods fail to meet their advertised quality or purpose, consumers can seek repairs, replacements, or refunds from the seller as appropriate. This is a legal right that cannot be waived. Likewise, many countries have “lemon laws” or statutory warranties that protect consumers. Vendors on Axumwe are expected to comply with any such non-waivable consumer rights. If you believe you’re entitled to a return or refund under your local law and the Vendor isn’t cooperating, you can escalate the matter to Axumwe’s support team for review.

(Note: The above points are a general overview and may not cover all specifics of every jurisdiction. Always check your local consumer laws for complete information. Axumwe’s support team will also keep these laws in mind when mediating disputes.)

How to Initiate a Return or Refund

If you encounter an issue with your order – for example, the item arrives damaged, is not as described in the listing, or you have another problem – follow these steps to request a return or refund:

1. Contact the Vendor First: Open a conversation with the Vendor through Axumwe’s messaging system or the order’s communication channel. Politely inform them of the issue and state that you would like to return the item or receive a refund. Be clear and specific about the problem. For example, “The ceramic vase I received was broken in transit,” or “The item doesn’t match the description (wrong size/color), I’d like to return it.” Starting with the Vendor gives them a chance to resolve the issue directly, which is often the quickest route.
2. Provide Evidence (if applicable): If the issue is something tangible like damage, defect, or misrepresentation, provide supporting evidence to the Vendor. This could include photos of the damaged item, screenshots of what was expected versus what was received, or any other relevant details. Clear evidence can help the Vendor understand the situation and expedite the resolution.
3. Check the Timing: It’s best to initiate the return/refund request as soon as you notice the problem. If the Vendor has a stated return window (e.g., “returns accepted within 7 days of delivery”), try to contact them within that timeframe. Even if no specific timeframe is given, contacting the seller within 14 days of receiving the item is a good practice, as it aligns with many consumer laws.
4. Allow the Vendor to Respond: After reaching out, give the Vendor a reasonable opportunity to reply and address your concerns. Most Axumwe Vendors care about their reputation and will respond promptly – we suggest allowing about 2 business days for a reply. They may ask for additional details or offer a solution such as a replacement, an exchange, or a return for refund. Keep communications polite and constructive.
5. Follow Vendor Instructions for Return: If the Vendor agrees to a return, they will provide instructions, such as the return address and any necessary authorization or RMA (Return Merchandise Authorization) number. Pack the item securely in its original packaging (if possible) or a suitable alternative to prevent damage. Unless the Vendor says otherwise, the Buyer is typically responsible for return shipping in cases of buyer’s remorse or when the item is as described. However, if the item was damaged, defective, or not as described, the Vendor should shoulder the return shipping cost or provide a prepaid return label. Make sure to ship the return using a trackable method and share the tracking number with the Vendor once sent.
6. Keep Proof of Return: Always keep proof of postage or shipment for the returned item (e.g., a receipt or tracking number). This will be important in case there is any dispute about whether the item was returned. The Vendor is not obligated to issue a refund until they receive the item back (unless they state otherwise). Having proof helps protect you in case the package gets lost in transit or there are questions later.

Most issues are resolved at this stage through direct communication. Vendors on Axumwe want satisfied customers and, in our experience, will work with you in good faith to sort out the problem. However, if you aren’t able to reach a resolution with the Vendor, Axumwe offers additional help as described next.

Axumwe’s Dispute Assistance and Buyer Protection

If you and the Vendor cannot come to an agreement on a return or refund, or if the Vendor is unresponsive, Axumwe can step in to help:

• Escalating to Axumwe: You can initiate a dispute through the Axumwe platform (for example, by clicking “Open a Dispute” on the order page). This alerts our support team to review the case. Provide any relevant details and documentation in the dispute ticket – including your communications with the Vendor and evidence of the issue.
• Mediation Process: Once a dispute is opened, Axumwe will examine the information provided by both the Buyer and the Vendor. We are not a court or arbitrator, but we will act as an impartial mediator to help reach a fair solution. Our team may contact both parties for additional information if needed. We aim to resolve disputes as quickly as possible, typically within a few days to a couple of weeks depending on complexity.
• Possible Outcomes: Axumwe’s mediation team might suggest or decide on a resolution based on the circumstances. Examples of outcomes include:
  • Approving the return of the item for a full refund to the Buyer.
  • Issuing a partial refund (for instance, if the Buyer is willing to keep the item despite a minor issue, or to cover minor damage).
  • Facilitating an exchange or replacement if the Vendor has a suitable replacement item.
  • In some cases, if the item is low-value or return shipping is impractical, we might suggest the Buyer keep the item and still receive a refund.
• Axumwe-initiated Refunds: If the Vendor fails to respond to the dispute or we determine the Vendor is clearly at fault (e.g. the Vendor never sent the item, or the item was wildly different from the description), Axumwe may refund the Buyer directly and charge the Vendor’s account for the refund. This is done at Axumwe’s discretion, especially in cases where the Vendor’s lack of action violates our platform rules. The Buyer will be notified of the refund and the case will be closed.
• Protection Against Abuse: Conversely, if we find that a Buyer’s claim is unfounded or fraudulent, we will protect the Vendor. For example, if a Buyer claims non-delivery but we see confirmed tracking delivery, or the Buyer damages an item and then tries to return it as “defective,” Axumwe will side with the Vendor. We may decline the refund in such cases and the Buyer would keep the item (with no refund). Buyers who attempt to abuse the system with false claims may face account penalties under our Terms of Service, as maintaining a fair marketplace is our priority.

Please note: Axumwe’s dispute resolution decisions aim to be fair and in line with platform policies and legal requirements, but they are not legal judgments. Both Buyer and Vendor still retain any legal rights to pursue claims outside the platform if unsatisfied (although we hope that won’t be necessary). Our goal is to provide a fast, community-friendly resolution to most problems.

Refunds and Processing Timeline

Whether arranged directly with the Vendor or through Axumwe’s intervention, once a return or refund is approved, here is what to expect:

• Refund Method: If you paid by credit/debit card or another electronic method, refunds will be issued back to the original payment method whenever possible. If that’s not possible (for example, if the card has expired), we’ll work with you to find an alternative, such as store credit or another method.
• Timing of Refund: Vendors are expected to issue refunds promptly after confirming that a returned item is received in the same condition it was sent (excluding any reported issue). In general, a refund should be processed no later than a few business days after the seller receives the returned product. If Axumwe’s payment system is handling the refund on the Vendor’s behalf (as is often the case for credit card transactions), please allow a few extra days for the banking system to process the refund back to your card or account. You will receive an email confirmation once the refund is issued.
• Shipping Costs: The refund of shipping fees depends on the scenario:
  • If the return is due to Vendor’s fault (item was damaged, defective, incorrect, or not as described), the Buyer should receive a full refund including any original shipping charges. In many of these cases, the Vendor will also provide a return shipping label at their cost, or reimburse the return shipping cost if the Buyer paid for it.
  • If the return is a buyer-initiated cancellation or change of mind (and the Vendor’s policy or law allows it), the original shipping cost may not be refunded, and the Buyer might be responsible for paying return shipping. For example, if you just didn’t like the product or ordered the wrong item, you may only get a refund for the product price, minus any return postage you paid.
  • If a product arrived late due to carrier delay but eventually was delivered, it typically does not qualify as “not delivered” for a refund, but you can discuss with the Vendor.
• Refund for Partial Payments or Credits: In cases where purchases were made with a mix of payment methods (e.g., part credit card, part Axumwe gift card or credits), refunds will be applied in the appropriate proportions to each method. Axumwe-issued credits or coupons used on a purchase may be refunded as credits. (For instance, if you used an Axumwe promo code or “Cowrie Credits” on an order that is now refunded, those credits may be returned to your Axumwe account balance for future use, rather than cash.)
• Communication: You will be kept informed throughout the return process. When a refund is processed, either the Vendor or Axumwe will notify you (usually via email or an app notification). If you have any questions about the status of a return or refund, you can always message the Vendor or contact Axumwe support for an update.

Avoiding Chargeback Abuse

We understand that in some situations you might consider contacting your bank or credit card company to reverse a charge (filing a chargeback). While that is within your rights, we strongly encourage you to use Axumwe’s resolution process first before resorting to a chargeback. Our platform is designed to protect you, and we can usually resolve issues faster and more amicably.

• Please Try Us First: If you file a chargeback without attempting to resolve the issue through Axumwe, it can complicate the process. We are here to help, and as described above, we can facilitate refunds or other remedies. Vendors are also more receptive to direct resolutions through the platform.
• Unwarranted Chargebacks: Filing a chargeback for a situation that was actually resolved or while a dispute is actively being worked on (for example, claiming non-delivery when tracking shows the item was delivered, or not giving the Vendor/Axumwe a chance to address the problem) is considered abuse of the system. Such actions are taken seriously on Axumwe. If a user frequently files unfounded chargebacks or does so in bad faith, their Axumwe account may be limited or suspended because this behavior undermines trust on our platform.
• Your Rights: That said, if you truly cannot get a resolution – for instance, if a Vendor disappears and Axumwe is unable to help for some rare reason – you do retain the right to seek a chargeback or other payment dispute remedy through your bank. We will not penalize genuine cases where a chargeback is necessary. In fact, Axumwe will provide any documentation needed to assist in resolving legitimate payment disputes with your financial institution. Our request is simply that you use this option as a last resort, after giving us the opportunity to make it right.

By centralizing conflict resolution through Axumwe, we can keep a healthier marketplace for everyone. Chargebacks not only hurt Vendors but can also result in fees and complications that ultimately increase costs for the community. So, help us help you – reach out to the Vendor or Axumwe first, and we’ll do our very best to ensure you’re satisfied.