Refund Policy
Last updated: October 21, 2026
Our 90-day guarantee
You have 90 days from the day your order is delivered to tell us something is wrong. That covers a controller that drifts, a stick or button that stops working, a dock that will not charge, damage in transit, and simply changing your mind.
If you contact us within those 90 days we will replace the item or refund you in full. You do not pay return shipping either way.
How to start a return
Email info@theaxenta.com with your order number and a short description of the problem. A photo or a short video helps us sort it out faster, but it is not required.
We reply within 1 business day. Depending on the case we will either:
- Send a replacement or issue a refund without asking for the item back. For most faults this is what we do, because shipping a faulty controller back and forth helps nobody.
- Email you a prepaid return label. If we do need the item back, the label is free. Drop the package off and we take it from there.
Refunds
Refunds go back to the original payment method. Once a refund is approved we issue it within 2 business days. Your bank or card issuer may take a further 5 to 10 business days to show it on your statement, which is outside our control.
Shipping was free on your order, so the refund is for the full amount you paid.
Multi-packs and free units
If your order included free units from a Buy 2 Get 1 Free or Buy 3 Get 2 Free offer, you can return the whole order for a full refund, or keep the rest and return only the faulty unit. If you return part of a multi-pack and the remaining items no longer meet the offer threshold, we refund the difference based on the price of the units you keep.
Free gifts included with your order are yours to keep. You do not need to return them.
Damaged or incorrect orders
If your order arrives damaged, or you received the wrong item, email us within 90 days and we will ship a replacement at no cost. Please keep the packaging until the case is closed.
Orders that never arrive
If tracking shows your parcel as delivered but you do not have it, or if it stops moving for more than 10 business days, contact us. We will investigate with the carrier and either resend the order or refund it.
Cancelling an order
Orders can be cancelled free of charge at any time before they ship. Once a parcel is in transit, the 90-day guarantee above applies instead.
Contact
Axenta
30 N Gould St, Sheridan, WY 82801, United States
info@theaxenta.com