Return and Refund Policy

Effective Date: 2026-03-19

1. Overview

At Prime Axis Wellness, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through primeaxiswellness.com, operated by BARTEX ENTERPRISE HOLDINGS LLC.

Many of our products are fulfilled and shipped directly by third-party suppliers or manufacturers. Delivery timelines, packaging, and carrier selection may vary depending on the fulfillment partner.

Summary

  • Region: United States
  • Shipping cost: Free shipping on all orders
  • Order cutoff time: 2:00 PM CST — orders placed after this time are processed the next business day
  • Delivery timeframe: 3 to 9 business days
  • Return window: 30 days from delivery
  • Damage reporting window: Must be reported within 7 days of delivery
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective, damaged, or incorrect on arrival
  • Restocking fee: 25% of the product price for approved non-defective returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM CST

3. Shipping Information

We offer free standard shipping on all orders within the United States. Orders are processed on business days (Monday through Friday, excluding federal holidays).

  • Shipping cost: Free on all orders
  • Order cutoff time: 2:00 PM CST
  • Estimated delivery time: 3 to 9 business days after processing

Orders placed after 2:00 PM CST will begin processing the following business day. Delivery times are estimates and may vary depending on your location, carrier operations, holidays, or other circumstances outside our control. As products may ship directly from a third-party supplier or manufacturer, tracking details and packaging may vary by order.

4. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new, unused item within the policy window
  • Damage or defect was reported within 7 days of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new, uninstalled condition. Used or installed products cannot be returned unless defective upon arrival.

5. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery. Please include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide return instructions and a prepaid return label.

6. Return Shipping and Fees

A prepaid return shipping label will be provided only when the item is confirmed defective, damaged, or incorrect. For all other approved returns, the customer is responsible for return shipping costs. Please ship the item within 7 days of return approval.

If you send an item back without using the provided label when one was issued, return shipping costs will not be reimbursed.

Restocking Fee: All approved non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item will not incur a restocking fee.

7. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 7 business days of approval
  • If preferred, we can send a replacement item instead of a refund

8. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions outlined above. Replacement items are shipped once the returned item is received and approved.

9. Non-Returnable Items

We cannot accept returns for:

  • Items where damage, defect, or incorrect shipment was reported after 7 days of delivery
  • Items damaged due to misuse, improper installation, or neglect
  • Personalized or custom-made products
  • Opened consumable wellness accessories (e.g., replacement filters, pods, or single-use items)
  • Gift cards and downloadable digital items

10. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible — the return process outlined above will apply

11. Legal Rights

This policy does not affect your statutory rights under applicable U.S. consumer protection laws.

12. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting with an updated effective date.

13. Related Policies

This policy should be read alongside our other policies: