Refund policy

AXSYA RETURNS AND REFUNDS POLICY

Version: 17 August 2026

We hope you will enjoy your Axsya product. If you nevertheless wish to withdraw from your purchase, this Returns and Refunds Policy explains the conditions that apply.

This Returns and Refunds Policy supplements the Axsya Terms and Conditions. In the event of any conflict or uncertainty, mandatory consumer rights shall prevail.

1. Cooling-off Period

If you purchase a Product through our Webshop as a Consumer, you generally have the statutory right to withdraw from the Agreement within 14 days without giving any reason, unless a statutory exception applies.

The cooling-off period begins on the day after you, or a third party designated by you other than the carrier, receive the Product.

Where a single order consists of multiple Products delivered separately, the cooling-off period shall, where required by law, begin on the day after receipt of the final Product.

You may also withdraw from the Agreement before your order has been delivered.

2. Notifying Us of a Return

If you wish to exercise your right of withdrawal, you must notify us within the 14-day cooling-off period by means of an unequivocal statement.

You may notify us through:

email at info@axsya.nl; or
the statutory model withdrawal form.

We recommend including your order number so that we can process your return more efficiently.

You are not required to provide a reason for the return.

3. Return Period

After notifying us that you wish to exercise your right of withdrawal, you have 14 days to return the Product.

Returns must be sent to:

Axsya
Pieter Klapwijkstraat 79
3065 KB Rotterdam
The Netherlands

The return deadline shall be considered met if you dispatch the Product before expiry of this period.

Please retain proof of postage until your return has been fully processed.

4. Return Shipping Costs

The direct costs of returning a Product under the statutory right of withdrawal are borne by the Customer. If Axsya provides a return label at your request, the cost of that label will be deducted from your refund.

We recommend using a tracked shipping method. Axsya shall not be responsible for a return shipment before it has reached Axsya, except where mandatory law provides otherwise.

Where a Product was damaged upon receipt, defective, incorrectly supplied or otherwise not in conformity with the Agreement, the statutory rules concerning conformity shall apply. In the event of a justified conformity claim, the necessary return shipping costs shall be borne by Axsya.

5. Condition of Returned Products

During the cooling-off period, you may inspect and assess a Product only to the extent necessary to establish its nature, characteristics and functioning.

You must handle the Product with due care during this period.

Where reasonably possible, we ask that you return the Product:

clean and securely packaged;
together with any accessories and components supplied with it; and
in its original packaging, where still available.

Opening or no longer having the original packaging does not, in itself, result in loss of the statutory right of withdrawal.

Where a Product has been used beyond what is necessary to assess it, you shall be liable for the resulting diminished value.

6. Lit, Burned or Melted Candles

A candle does not need to be lit in order to assess its nature and external characteristics.

Lighting, burning, melting or otherwise actually using a candle therefore goes beyond what is necessary to inspect the Product.

Lighting or burning a candle causes irreversible changes to, among other things, the wick, wax, surface and physical condition of the Product. A candle used in this manner can no longer be sold by Axsya as a new Product.

Axsya shall therefore, in principle, assess the diminished value of a candle which has been lit, burned, melted or otherwise actually used at 100% of the purchase price of that candle.

This means that the amount refundable in respect of the purchase price of that candle shall be €0.

Where mandatory law requires, in an individual case, that diminished value be determined by reference to the objectively justified actual decrease in value, that statutory standard shall prevail.

This provision applies only to returns made under the statutory right of withdrawal. It does not limit your statutory rights where a candle is defective, damaged, unsafe or otherwise not in conformity with the Agreement.

Where lighting the candle was reasonably necessary in order to discover an alleged defect, the matter shall be handled as a conformity claim and not solely as an ordinary cooling-off return.

7. Damaged or Otherwise Used Products

Where a Product has diminished in value as a result of handling that goes beyond what is necessary to assess the Product, Axsya may deduct the resulting diminished value from the amount to be refunded.

The amount of any diminished value shall be determined by reference to the actual condition of the Product and the objectively justified reduction in its value.

Normal inspection of a Product during the cooling-off period shall not result in a deduction.

8. Products Excluded from Return

The statutory right of withdrawal shall not apply where a statutory exception applies.

This may include Products which:

are manufactured according to your personal specifications;
are not prefabricated and are manufactured on the basis of your individual choice or decision; or
are clearly personalised or made specifically for you.

Where a Product is excluded from the statutory right of withdrawal because it is customised or personalised, this will be clearly indicated before purchase on the Product page or during the ordering process.

Selecting from standard options, such as a regular fragrance, colour or predefined version, does not automatically make a Product a customised Product.

An exception to the right of withdrawal shall never limit your statutory rights where the Product supplied is defective or otherwise not in conformity with the Agreement.

9. Refunds

Following a valid withdrawal, we shall refund the amounts which you are legally entitled to receive without undue delay and no later than 14 days after receiving your notice of withdrawal.

We may withhold reimbursement until:

we have received the returned Product; or
you have provided evidence that the Product has been returned,

whichever occurs first.

Refunds will generally be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

We do not charge additional fees for issuing a refund.

10. Original Delivery Charges

Where you validly withdraw from the entire order, we shall also refund the original cost of our least expensive standard delivery method, insofar as required by law.

If you expressly selected a delivery method more expensive than our least expensive standard delivery option, we are not required to refund the additional difference.

Where you return only part of an order, and the original delivery charges would also have been payable for the Products you retain, the original delivery charges shall not be refunded insofar as permitted by law.

The costs of returning the Product to Axsya remain separately payable by you in accordance with Article 4.

11. Damaged, Incorrect or Defective Products

If you have received the wrong Product, if the Product was damaged during transport, or if it does not meet what you could reasonably expect, please contact us at:

info@axsya.nl

Where reasonably possible, please provide:

your order number;
a short description of the issue; and
where relevant, clear photographs of the Product and packaging.

This information helps us assess your claim more efficiently, but we shall not impose unreasonable conditions on the exercise of your statutory rights.

Where a conformity claim is justified, the statutory rules concerning conformity shall apply. This is legally distinct from an ordinary return under the right of withdrawal.

Depending on what is legally appropriate in the circumstances, we shall provide an appropriate remedy, including where applicable repair, replacement, price reduction or reimbursement.

12. Handmade Products

Many Axsya Products are wholly or partly handmade.

As a result, minor variations may occur in colour, texture, shape, surface, finish, weight or placement of decorative elements.

Such limited differences shall not constitute a defect where they are inherent to the material or manufacturing process, remain within what you could reasonably expect on the basis of the Product description and do not adversely affect the safety or normal usability of the Product.

Your statutory rights shall always remain applicable where there is an actual defect or lack of conformity.

13. Fragrance

Fragrance perception is personal. The fragrance notes and descriptions stated on our Website are intended to represent the character of the fragrance as accurately as reasonably possible.

The fact that a fragrance does not personally meet your expectations or preferences does not, in itself, mean that the Product is defective.

An unused candle may nevertheless be returned within the statutory cooling-off period where the right of withdrawal applies.

Once a candle has been lit or actually used, Article 6 shall apply.

14. Pre-orders

Standard Products sold by way of Pre-order are subject to the same statutory withdrawal rights as other standard Products.

Where the statutory right of withdrawal applies, you may also withdraw from a Pre-order before delivery.

A statutory exception may apply to personalised Pre-orders or Products manufactured according to your specifications. Where this is the case, it will be clearly stated before the order is placed.

15. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@axsya.nl.

Where you are a Consumer with a statutory right of withdrawal, a clear statement that you wish to cancel the order shall be treated as an exercise of that right.

If the order has already been dispatched, it may no longer be possible to stop delivery. You may subsequently return the Product in accordance with this Returns and Refunds Policy.

16. Statutory Rights

Nothing in this Returns and Refunds Policy is intended to exclude or restrict any rights you have as a Consumer under mandatory Dutch or applicable European consumer law.

The Axsya Terms and Conditions also apply to returns.