Shipping & Returns Policy

Last updated: 15th April 2026

SHIPPING POLICY

1. Processing Time

Orders are processed within 1-2 business days of receiving your order. You will receive a confirmation email once your order has been dispatched.

2. Delivery Times & Costs

 
 
Delivery Option Estimated Time Cost
Standard UK Delivery 2-5 business days £[insert cost]
Express UK Delivery 1-2 business days £[insert cost]
International Delivery 7-14 business days Calculated at checkout

Please note: Delivery times are estimates and not guaranteed. We are not liable for delays caused by couriers, customs, or other events beyond our control.

3. Order Tracking

Once your order is dispatched, you will receive a tracking link via email.

4. Failed Delivery

If a delivery attempt fails and the courier returns your order to us, we will contact you to arrange redelivery. Additional postage charges may apply.

5. International Shipping

For international orders, you are responsible for any customs duties, taxes, or import fees imposed by your country. We are unable to predict or control these charges.

RETURNS & REFUNDS POLICY

6. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law, including:

  • The Consumer Rights Act 2015

  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

7. Cooling-Off Period (Change of Mind)

For online orders, you have 14 days from the day after you receive your goods to change your mind and cancel your order.

To cancel:

  1. Contact us at info@axonergy.com within the 14-day period

  2. Return the products to us within a further 14 days

What we will refund:

  • The full price of the products

  • Standard delivery charges (not upgraded delivery options)

What you must pay:

  • Return postage costs (unless the item is faulty)

Important exclusions (no right to cancel):

  • Sealed products that have been unsealed after delivery (for health or hygiene reasons). This includes opened supplement bottles.

  • Personalised or custom-made products

  • Perishable goods

8. Faulty or Incorrect Products

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described.

 
 
Timeframe Your Rights
Within 30 days You can reject the product and claim a full refund
Within 6 months You can request a repair, replacement, or refund (we must prove the product was not faulty)
Up to 6 years You may still have rights, but you may need to prove the fault existed at the time of delivery

If you receive a faulty or incorrect product, please contact us immediately with your order number and photos showing the issue. We will cover reasonable return postage costs.

9. How to Return an Item

Step 1: Contact us at [your email address] with your order number and reason for return

Step 2: Package the item securely in its original packaging where possible

Step 3: Send to our returns address:
Axonergy Returns
[Your returns address]

Recommendation: Use a tracked delivery service. You are responsible for the goods until they reach us.

10. Refund Timelines

We aim to process refunds within 14 days of receiving the returned goods (or receiving proof that you have sent them back).

Refunds are issued to your original payment method. Depending on your bank or card issuer, it may take a few additional days for the refund to appear in your account.

11. Exchanges

The fastest way to exchange an item is to return your original item for a refund and place a new order. Contact us if you need assistance.

12. Contact Us

For any shipping or returns queries, please contact us at info@axonergy.com.