Refund policy

Return and Refund Policy

Thank you for choosing AXLE and MusiCare PRO. We want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help.

1. Return Window

  • Returns are accepted within 30 days of your order’s delivery date.
  • After 30 days, we are generally unable to accept returns, except in special cases of defects covered by warranty (if applicable).

2. Eligibility and Item Condition

To qualify for a return and refund:

  • The item must be in new or like-new condition, free from signs of heavy use or misuse.
  • All original components must be included: accessories, screws, inserts, tools, manuals, and any bonus items included with your order.
  • Whenever possible, items should be returned in their original packaging (or equivalent protective packaging) to prevent damage in transit.
  • A proof of purchase (order confirmation email or order number) is required.

We reserve the right to deny a return or apply a partial refund if the product is returned in a condition that does not meet these criteria.

3. Restocking and Shipping Fees

  • A $7.50 USD restocking fee will be deducted from your refund for each returned order.
  • The cost of return shipping will also be deducted from your refund (for U.S. customers using our label).
  • Original shipping charges, taxes, and handling fees are non-refundable.

4. How to Start a Return

To initiate a return:

  1. Email us at axlestrap@gmail.com with:
    • Your full name
    • Order number
    • Reason for the return

  3. We will review your request and, if approved, provide:
    • A return shipping label (for eligible regions)
    • Step-by-step instructions on how and where to send your item

Please do not send items back without contacting us first, as unapproved returns may be rejected or delayed.

5. Refunds

  • Once we receive and inspect your return, we will notify you whether your refund has been approved or adjusted (e.g., if components are missing or there is visible wear).
  • Approved refunds will be issued to your original method of payment.
  • Credit card refunds typically take 5–10 business days to appear on your statement after we have processed your return (processing times may vary by bank).

If a return is incomplete or shows signs of excessive wear, we may:

  • Issue a partial refund, or
  • Return the item to you without a refund, at our discretion.

6. Exchanges

At this time, we do not process direct exchanges.

  • If you would like a different item, color, or configuration, please:
    1. Complete a return as described above, and
    2. Place a new order once your refund has been processed.

(If you decide later to offer exchanges, you can easily adjust this section.)

7. International Orders

For international customers:

  • Return shipping costs are the responsibility of the customer.
  • We will provide instructions on how and where to ship your return once you contact us.
  • Customs duties, import taxes, and brokerage fees paid at the time of import are non-refundable. You may wish to contact your local customs office to ask if any portion is recoverable.

8. Exclusions and Non-Returnable Items

The following are not eligible for returns or refunds:

  • Opened or Used Products that show visible wear, damage, or modifications beyond normal testing.
  • Products damaged due to misuse, neglect, accidents, improper installation, or unauthorized alterations.
  • Final sale items, heavily discounted items, or special promotional products marked as non-returnable at the time of purchase.
  • Digital goods, downloadable content, or gift cards (if you ever offer them in the future).
  • Any items purchased from unauthorized resellers or third-party marketplaces not listed as official AXLE / MusiCare PRO partners.

9. Damages and Issues

Please inspect your order as soon as it arrives. If you receive a:

  • Defective,
  • Damaged, or
  • Incorrect item,

contact us at axlestrap@gmail.com within 14 days of delivery with:

  • Your order number
  • A brief description of the issue
  • Clear photos of the product and packaging

We will work with you to repair, replace, or refund the item in line with this policy.

10. Incomplete or Incorrect Returns

  • If a return is missing components or accessories, or is returned in a condition unsuitable for resale, we reserve the right to:
    • Deduct the replacement cost of the missing items from your refund, or
    • Deny the return and send the product back to you.

  • If a return is shipped without our provided label or instructions, it may be lost or delayed. In such cases, we may not be able to issue a refund.

11. Promotional or Discounted Orders

All purchases made using discount codes, promotional pricing, or sale pricing are final and not eligible for refunds. This includes, but is not limited to, refunds related to duties, taxes, customs fees, or carrier-imposed charges.

12. Lost or Damaged Returns in Transit

  • If you use our prepaid return label, the shipment will be tracked; however, we are not responsible for loss or damage caused by incorrect packaging or failure to follow the provided instructions.
  • If you choose your own carrier, you are responsible for:
    • Any damage that occurs in transit
    • Filing claims with the carrier for lost or damaged packages

We highly recommend using a trackable shipping service and keeping your receipt until your refund is processed.

13. Personal Property

MusiCare PRO and AXLE are not responsible for any personal items accidentally included with returned products (such as picks, cables, straps, tools, or other accessories).

Please carefully check your package before sending it back.

14. Duties and Taxes

All import duties, taxes, and customs-related charges are calculated and collected directly by the shipping carrier (including, but not limited to, DHL) at checkout or upon import clearance. These charges are determined solely by the carrier and local customs authorities and are outside of our control. We do not have the ability to modify, waive, dispute, or refund any duties or taxes once charged.

15. Policy Updates

We may update this Return and Refund Policy from time to time.

  • The most current version will always be available on our official website.
  • By placing an order, you agree to the policy in effect at the time of your purchase.