Refund policy
Return & Refund Policy – AXTRON
Effective Date: 29 October 2026
Last Updated: 29 October 2026
Applicable to: Consumers purchasing products within the United Kingdom.
This website is operated by MONTCLAIR BRANDS LTD, trading as AXTRON, a private limited company registered in England and Wales under company number 17544263.
At AXTRON, we aim to provide a fair, clear and transparent returns and refunds process. This policy explains your cancellation rights, return procedures, refund arrangements and statutory consumer protections.
1. Your Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing eligible goods online generally have the right to cancel their contract within 14 calendar days without giving any reason.
The cancellation period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, receive physical possession of the goods.
Where multiple goods from the same order are delivered separately, the cancellation period generally begins after receipt of the final item.
You may also notify us of your decision to cancel before your goods have been delivered.
To exercise your cancellation right, you must inform us of your decision before the applicable cancellation period expires.
Exceptions to the Right to Cancel
Statutory cancellation rights may not apply to certain products, including:
- Goods made to the consumer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods unsuitable for return for health protection or hygiene reasons, once unsealed after delivery;
- Other goods or contracts excluded under applicable legislation.
These exceptions do not remove statutory rights relating to faulty, defective or misdescribed goods.
2. How to Cancel Your Order
To cancel your contract, please inform us of your decision through a clear statement sent by email or post.
Email:
support@axxtrron.com
Postal Correspondence Address:
MONTCLAIR BRANDS LTD
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Please include your order number and sufficient information to help us identify your purchase.
You may use the Model Cancellation Form provided at the end of this policy, but its use is not mandatory. The form is also available in the footer of our website.
To meet the cancellation deadline, it is sufficient to send your cancellation notice before the applicable 14-day cancellation period expires.
We recommend keeping a copy of your cancellation communication.
3. Returning Products
3.1 Return Period
Following a valid cancellation, you must return the goods without undue delay and no later than 14 calendar days after informing us of your decision to cancel, unless we have agreed to collect them.
The deadline is met if the goods are sent back before the 14-day return period expires.
3.2 Return Postage Costs
For a change-of-mind cancellation, customers are responsible for the direct cost of returning the goods, provided this responsibility was properly disclosed before purchase.
Where goods are faulty, damaged, incorrect or not as described, we will meet reasonable return costs where required by law.
We will not charge administration or restocking fees for exercising a statutory cancellation right.
3.3 Condition of Returned Goods
Customers may inspect and handle products as reasonably necessary to establish their nature, characteristics and functionality, as they would in a physical shop.
Where possible, please return goods with their original packaging, accessories and accompanying components.
Original packaging is not a mandatory condition for exercising a statutory cancellation right.
We may make a deduction for diminished value where permitted by law if goods have been handled beyond what is necessary for reasonable inspection.
Ordinary inspection does not, by itself, invalidate your cancellation right.
3.4 Return Address and Instructions
To arrange a return, please contact:
We will provide the applicable return instructions and receiving address for your order promptly.
The company's registered office is provided for legal and postal correspondence and should not be assumed to be a parcel returns facility.
Requesting return instructions does not suspend or restrict your statutory return deadline.
Customers are encouraged to use a tracked delivery service and retain proof of postage.
4. Refunds
4.1 Refund Entitlement
If you validly cancel your contract, we will reimburse payments received for the cancelled goods, subject to any deductions permitted by law.
Where applicable, we will also refund the original standard delivery charge.
If you selected a more expensive delivery service, we are not required to reimburse the additional cost above our least expensive eligible standard delivery option.
4.2 Refund Timeframe
Refunds will be made without undue delay and no later than 14 calendar days after the earlier of:
- Receiving the returned goods; or
- Receiving evidence that you have sent the goods back.
Where no goods have been supplied, or where we have agreed to collect the goods, the applicable refund deadline will be calculated in accordance with the law.
We may inspect returned products to assess their condition, but inspection will not be used to extend statutory refund deadlines.
Once your refund has been issued, the refunded amount will normally appear in your original payment account within 5 working days, depending on your bank or payment provider.
4.3 Refund Method
Refunds will be issued using the same payment method used for the original transaction, unless you expressly agree otherwise.
No additional refund processing fees will be charged to customers.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
5. Faulty, Damaged or Incorrect Products
In addition to cancellation rights, customers are protected by the Consumer Rights Act 2015.
Goods must be of satisfactory quality, fit for purpose and as described.
If your product is faulty, damaged, incorrect or does not match its description, please contact us as soon as reasonably possible.
Customer Support Email:
support@axxtrron.com
To assist with your request, please provide, where available:
- Your order number;
- A description of the problem;
- Photographs or videos showing the issue, where reasonably available.
Depending on the circumstances, you may be entitled to a short-term right to reject, repair, replacement, price reduction or refund.
For qualifying faulty goods, consumers generally have a 30-day short-term right to reject under the Consumer Rights Act 2015.
Additional statutory rights may continue after that period.
We will cover reasonable return costs for faulty or non-conforming goods where required by law.
No requirement to report a fault within a shorter period under this policy removes your statutory consumer rights.
6. Product Use and Compatibility
Customers should review product descriptions, specifications and compatibility information before purchasing.
Where a product requires installation, customers should follow the applicable instructions and safety guidance.
Damage caused solely by misuse or improper installation may affect the remedies available, depending on the circumstances.
However, this does not exclude responsibility for defective products, inaccurate descriptions or other breaches of statutory consumer rights.
7. International Returns
AXTRON primarily serves customers within the United Kingdom.
Where international orders are accepted, applicable return arrangements will depend on the destination and relevant legislation.
Any responsibility for international return postage, customs charges or import-related costs will be communicated where required before purchase.
Nothing in this section excludes mandatory consumer rights that apply to an international transaction.
8. Personal Data and Returns
When processing cancellations, returns and refunds, we may collect and use information including your name, order number, contact details and delivery address.
We process personal information in accordance with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018, where applicable.
Further details are available in our Privacy Policy.
9. Frequently Asked Questions
Can I cancel before dispatch?
Yes. You may notify us of your decision to cancel before dispatch. Please contact our support team as soon as possible so that we can process your request in accordance with your contractual and statutory rights.
What if my order arrives damaged?
Contact our support team and provide details of the issue. We will assess the matter and provide an appropriate remedy in accordance with applicable law.
Do I need the original packaging?
Original packaging is recommended where available but is not automatically required for a statutory cancellation.
When will I receive my refund?
Refunds are processed within the statutory timeframe, generally no later than 14 calendar days after receipt of the returned goods or evidence of return, whichever occurs first.
Once your refund has been issued, the money will normally appear in your original payment account within 5 working days, depending on your bank or payment provider.
Who pays for return postage?
For change-of-mind cancellations, the customer normally pays direct return costs if properly informed before purchase.
For faulty or misdescribed goods, we will meet reasonable return costs where required by law.
10. Company and Contact Information
Registered Company:
MONTCLAIR BRANDS LTD
Trading Name:
AXTRON
Company Registration Number:
17544263
Registered in:
England and Wales
Registered Office:
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Customer Support Email:
support@axxtrron.com
Telephone:
+44 7888 651717
Official Website:
https://axxtrron.com/
Model Cancellation Form
Complete and return this form only if you wish to cancel your contract. You are not required to use this form.
To:
MONTCLAIR BRANDS LTD
Trading as AXTRON
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Email:
support@axxtrron.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods ordered:
________________________________
Ordered on:
________________________________
Received on:
________________________________
Name of consumer(s):
________________________________
Address of consumer(s):
________________________________
Signature of consumer(s):
(Only if this form is submitted on paper)
________________________________
Date:
________________________________
MONTCLAIR BRANDS LTD
Trading as AXTRON
Company Number: 17544263
Registered in England and Wales