Refund policy
Return & Refund Policy
Effective Date: May 28, 2026
This policy covers catalog purchases on axiland.com. For custom rhinestone, HTV, or DTF orders on rhinestone.design, see the rhinestone.design Refund Policy — custom orders follow different rules due to made-to-order production.
30-Day Return Window
Most catalog items can be returned within 30 days of the delivery date, provided they are:
- Unused, unopened, and in original packaging
- Free of damage, scratches, or signs of wear
- Accompanied by your order number (email confirmation is fine — no printed receipt required)
How to Start a Return
- Email support@axiland.com with subject line "Return Request — Order #[your order number]"
- Include the reason for return and a photo if the item is defective
- We reply within 1 business day with return shipping instructions
- Ship the item back using the carrier of your choice (tracking strongly recommended)
- Refunds are processed within 5 business days of receipt and inspection
Refunds go back to the original payment method. Bank/card processing may take an additional 3–10 days to appear on your statement.
Items That Cannot Be Returned (Final Sale)
For health, hygiene, and production reasons, the following items are final sale:
- Custom orders from rhinestone.design — governed by their refund policy
- Hot-fix rhinestone transfers (custom sized or pre-made)
- Letter Builder orders once production has started
- Cut vinyl in custom sizes or quantities
- Opened bags of loose rhinestones (rhinestone polybags, probags, and minibags)
- All vinyl rolls (HTV, adhesive, glitter, flock, foil rolls, etc.)
- Hot-fix sheets that have been cut, peeled, or pressed
- Sale and clearance items (marked "Final Sale" on the product page)
- Clothing, masks, and worn accessories
- Custom design files, templates, or digital products
Damaged or Defective Items
If your order arrives damaged or defective:
- Email support@axiland.com within 7 days of delivery with photos
- We will replace the item at no cost, including return shipping
- If a replacement is unavailable, we issue a full refund
Wrong Item Shipped
If we sent the wrong item, email support@axiland.com within 7 days and we will arrange a prepaid return label and ship the correct item immediately at no additional cost.
Return Shipping Costs
- Customer's mistake (wrong color, changed mind, ordered the wrong size): Customer pays return shipping.
- Our mistake or defective item: We pay return shipping with a prepaid label.
Refund Method
Refunds are issued to the original payment method used at checkout. We cannot refund to a different card or account.
If the original payment method is no longer valid (closed account, expired card), we issue store credit instead.
Restocking Fee
Returns of 5 or more identical items from a single order are subject to a 15% restocking fee to cover repackaging and inventory handling. This does not apply to defective items or our shipping errors.
Order Cancellations (Catalog Orders)
Catalog orders on axiland.com can be cancelled for a full refund up to 1 hour after placement, provided production has not started.
Custom orders on rhinestone.design follow a different cancellation timeline:
- Within 1 hour: full refund
- 1–24 hours: refund minus $40 setup fee
- After 24 hours: not cancellable
See the rhinestone.design Refund Policy for complete custom order rules.
Exchanges
We process exchanges as a return + new order. Email support@axiland.com with subject "Exchange Request" and we will coordinate. Exchange shipping fees follow the same rules as returns.
Questions?
📧 support@axiland.com
📞 1-833-AXILAND (1-833-294-5263) — Mon–Fri 9 AM – 4 PM PST
🏬 Walk-in returns: 305 E 9th Street, Unit 124, Los Angeles, CA 90015 (Mon–Sat 9 AM – 4 PM)