We want you to be confident buying from Aixia. If a product arrives faulty, damaged or different from what you ordered, we will put it right. This policy explains when you can return an item, how to do it and how refunds work.
At a glance
| Situation | Report within | What we do | Who pays return delivery |
| Wrong item or wrong model sent | 48 hours | Replace with the correct item or refund | Aixia |
| Damaged on arrival | 48 hours | Replace or refund | Aixia |
| Faulty on first use (dead on arrival) | 7 days | Test, then replace or refund | Aixia |
| Changed your mind, item unopened | 7 days | Refund, less any restocking fee | Customer |
| Fault after 7 days | Within warranty | Handled under our Warranty Policy | See Warranty Policy |
Conditions for a return
To qualify for a return, the item must:
- Have been bought from Aixia, with a valid order number or invoice.
- Be reported within the time shown above.
- Come back with all original accessories, cables, manuals, licences and packaging.
- Be free from physical damage, liquid damage or tampering that happened after delivery.
- Keep its original serial number labels and seals.
Change-of-mind returns apply only to items in their sealed, unopened original packaging.
Items we cannot accept back
Unless they are faulty or we sent the wrong item, we cannot accept returns of:
- Products made, configured or ordered specially for you, including custom-built servers and special-order parts.
- Software, licences, subscriptions and activation codes once delivered or activated.
- Opened consumables such as toner and ink cartridges.
- Items with broken seals, removed serial labels or signs of misuse.
- Clearance items sold as “final sale” [CONFIRM: do you sell any?].
How to start a return
- Email supply@aixia.shop or call +234 812 307 2233 with your order number, the item and the reason for the return. Add photos or a short video if the item is damaged or faulty.
- We reply within one business day with a Return Authorisation (RA) number and instructions.
- Pack the item securely in its original packaging, with the RA number visible.
- Send it to the address we give you, or arrange pickup with us in Lagos.
- We inspect and test the item within 3 business days [CONFIRM] of receiving it and tell you the outcome.
Please do not send items back without an RA number. Unannounced returns can be delayed or refused.
Refunds
- Approved refunds are paid to the original payment method or by bank transfer to the account that paid for the order.
- We process approved refunds within 5–10 business days [CONFIRM] of inspection. Your bank may take extra time to show the credit.
- The original delivery fee is refunded only when the return is due to our error or a faulty item.
- Change-of-mind returns may carry a restocking fee of up to 10% [CONFIRM] of the item price.
- If you prefer, we can issue store credit or exchange the item for another model, subject to stock.
Business and project orders
Orders placed on a quotation, purchase order or business credit account follow this policy unless your quotation or contract states different terms. Where they differ, the signed quotation or contract applies.
Your rights
This policy does not limit any rights you have under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act 2018.
Questions
Email supply@aixia.shop or call +234 812 307 2233.
