Last updated: 20 October 2026
This page sets out the cancellation, return, refund and statutory withdrawal provisions for purchases made directly from Axon Recovery. Mandatory consumer rights remain unaffected.
For shipping, delivery inspection and freight-damage evidence, see our Shipping & Delivery Policy .
1. Cancellation within 24 hours
Eligible standard orders may be canceled voluntarily by sending a written request within 24 hours of written order confirmation , provided dispatch has not occurred. The fixed administration charge for an eligible voluntary cancellation is 7% of the equipment subtotal , excluding separately priced taxes, delivery and installation. The charge applies only if agreed before purchase and to the extent legally permitted. Where law requires compensation to reflect actual, reasonable loss, recovery will be limited accordingly; it never applies to statutory withdrawals or cancellations arising from defective or nonconforming goods.
Reasonable, documented, non-refundable carrier booking or cancellation costs may be charged separately where disclosed and lawful. No expense is charged twice, and no cancellation fee applies where mandatory law entitles the customer to cancel without it.
After 24 hours, voluntary cancellation is not guaranteed. Where eligible standard goods have not shipped, Axon may agree to resolve the request before dispatch rather than incur avoidable transport costs. Any agreed charges will be confirmed in writing, subject to applicable law. This does not limit a statutory right to withdraw before delivery.
2. Customized orders
Equipment genuinely manufactured or materially adapted to specifications chosen for an individual customer may be designated as customized in the accepted order. This includes individualized finishes, interiors, modifications and nonstandard configurations. Once the customer has signed the final order specifications and paid, the order enters processing and is not eligible for voluntary cancellation, exchange or change-of-mind refund.
The restriction does not remove rights concerning defective, damaged, incorrectly supplied or nonconforming goods. Nor does it exclude any statutory cancellation right that applies to the particular transaction.
3. Returns and withdrawal rights
Five-day voluntary returns. For eligible standard, non-customized equipment where no longer mandatory withdrawal right applies, a voluntary return may be requested within five calendar days after delivery . The product must be unused, uninstalled, complete and in its original resaleable packaging. Contact Axon for return authorization and safe freight instructions before dispatching goods.
For these voluntary returns, the customer bears the original delivery charges, return freight and transit insurance where lawful. Reasonable administration, inspection or handling costs may also be charged only for work actually required and incurred , using the cost basis disclosed in the accepted order. We provide an available estimate before return shipping is arranged and itemize the final permitted deductions. No automatic percentage applies to returns, and the same cost is not charged twice.
Protected consumer withdrawals. Qualifying consumers in the EU, EEA and UK generally have 14 days after receiving standard goods to give notice of withdrawal under applicable distance-selling rules. A longer mandatory withdrawal period elsewhere also takes precedence over the five-day voluntary offer. The five-day condition of unused, unopened or uninstalled equipment does not restrict statutory rights to inspect goods. Mandatory withdrawal rights, deadlines, return-cost rules and refunds apply even when different from our voluntary conditions.
The five-day voluntary return offer does not apply to genuinely customized goods excluded under Section 2. It does not affect remedies for damaged, defective or nonconforming goods.
4. Defects and incorrect delivery remedies
Do not operate visibly damaged or unsafe equipment. If a product is defective or does not match the accepted order, we will assess the issue and provide the appropriate repair, replacement, refund or other remedy under the purchase agreement and applicable law. Required remedies are not treated as voluntary change-of-mind returns.
5. Refunds and return procedure
To request cancellation or return, contact hi@axonrecovery.com or our Contact page , giving the order reference and product. A reason is not required when exercising a statutory no-reason withdrawal right; for other requests, the reason helps us assist you. For damage or defects, include photographs or other relevant evidence where available. We will confirm the applicable process, any lawful expenses and, if needed, return instructions. Large equipment must not be shipped or dismantled without agreed safe handling arrangements.
For an approved voluntary change-of-mind return, once Axon approves the return and associated refund request in writing, the customer must dispatch the product within seven calendar days of that approval, following the agreed packing and freight instructions. Where carrier collection is arranged, the customer must make the product available within the same seven-day period unless another date is agreed in writing. Refund payment follows receipt and inspection as described below. This deadline does not apply to statutory withdrawals or remedies for defective or nonconforming goods.
For voluntary returns, refunds are processed without unreasonable delay after the goods are received and their condition is checked, subject to the lawful, disclosed deductions in Section 3. Statutory withdrawal refunds follow their own deadlines and evidence-of-return rules, whether or not a voluntary-return inspection has finished. Refunds normally use the original payment method unless otherwise lawfully agreed.
For qualifying EU, EEA or UK distance-sale consumer withdrawals, the customer generally has 14 days after receipt to notify withdrawal and a further 14 days after notifying us to send the goods back . Where required, we reimburse standard outward delivery charges and follow the applicable refund deadline, including the rules permitting us to await the returned goods or evidence of dispatch. No cancellation, administration or restocking charge applies to the statutory withdrawal. Legally permitted, pre-disclosed return freight and deductions for handling beyond what is necessary to inspect the goods may apply. Rights under other countries' laws remain unaffected.
6. Purchases from other sellers
If another business sold the product to you, please contact that seller for cancellation, delivery and refund matters under the applicable purchase contract. Axon's commercial product warranty is described separately in our Warranty & After-Sales Support Policy .
For further assistance, please contact Axon Recovery .