Shipping & Delivery Policy

Last updated: 30 June 2026

This Shipping & Delivery Policy explains how Axon Recovery handles shipping, delivery, customs, site access, inspections, damaged goods, and installation coordination for recovery and wellness equipment.

This policy applies to products supplied by Axon Recovery FZE and forms part of our Terms and Conditions.

1. About Axon Recovery

Axon Recovery FZE is headquartered in the United Arab Emirates and operates from Umm Al Quwain, UAE.

Our UK office supports operations, client coordination, delivery coordination, and project support for clients in the United Kingdom and European Union.

2. Delivery areas

Axon Recovery works with clients across the UAE, GCC, United Kingdom, European Union, United States, and selected international destinations.

Delivery availability, shipping methods, lead times, import requirements, customs processes, installation availability, and costs may vary depending on the product, manufacturer, supplier, destination country, and project requirements.

Some products may not be available for delivery, import, installation, or use in certain countries or locations due to supplier restrictions, certification requirements, regulatory requirements, import rules, or local laws.

3. Shipping costs

Shipping costs are quoted individually based on the product, size, weight, destination, shipping method, access requirements, and any special handling needs.

Unless we clearly state otherwise in writing, product prices exclude shipping, freight, customs duties, import taxes, VAT, clearance charges, local delivery charges, insurance, storage, lifting equipment, installation, and any other third-party costs.

VAT will be charged where applicable in accordance with UAE tax law or other applicable tax rules.

Any shipping, freight, customs, storage, handling, or third-party costs shown in a quotation are based on the information available at the time and may change if supplier costs, freight rates, customs requirements, destination details, access conditions, or project requirements change.

4. Delivery times

Delivery dates and lead times are estimates only unless we confirm in writing that they are guaranteed.

Lead times may depend on product availability, manufacturing schedules, supplier processing, international freight, customs clearance, regulatory checks, local delivery, site readiness, and installation scheduling.

We are not responsible for delays caused by manufacturers, suppliers, freight companies, couriers, customs authorities, port delays, inspections, installers, contractors, payment delays, documentation issues, weather, or circumstances outside our reasonable control.

If a delivery or installation timeline changes, we will use reasonable efforts to keep you informed where possible.

5. Order confirmation and cancellations

Once we confirm an order in writing, the order becomes final, subject to your legal rights and any rights that cannot be excluded by law.

Many of the products we supply are specialist, high-value, imported, bespoke, made-to-order, configured, or specially sourced. Where a product is custom-made, specially ordered, configured, imported, reserved, manufactured, or sourced specifically for you, cancellation, return, exchange, or refund may not be available unless required by law or unless the product is faulty or materially different from the agreed specification.

If a shipment has already been booked, dispatched, imported, reserved, manufactured, prepared, or processed by a manufacturer, supplier, freight provider, installer, or other third party, you may be responsible for any non-refundable costs already incurred.

Nothing in this section limits any repair, replacement, refund, cancellation, or other remedy that you may be entitled to under applicable consumer protection laws.

6. Customs, duties, and import charges

For international orders, customs duties, import taxes, VAT, clearance fees, inspection charges, documentation fees, port fees, storage charges, and local government charges may apply.

Unless we agree otherwise in writing, you are responsible for all customs duties, import taxes, clearance fees, local taxes, and any other charges required to import, clear, deliver, and receive the goods in the destination country.

You are responsible for providing any information, documents, approvals, permits, tax details, importer details, or customs information required for import, clearance, and delivery.

We are not responsible for customs delays, rejected import documentation, regulatory inspections, border delays, storage fees, penalties, or additional charges imposed by customs authorities, ports, carriers, freight providers, or government authorities.

7. Delivery address and access

You are responsible for providing a complete and accurate delivery address, contact details, access details, delivery restrictions, and site information before dispatch.

You must make sure the delivery location is accessible, safe, and suitable for receiving the goods. This includes checking doorways, lifts, staircases, corridors, loading areas, parking access, road restrictions, floor strength, ceiling height, and any special handling requirements.

You are responsible for telling us in advance about any access restrictions, narrow entrances, stairs, lift limitations, remote locations, loading restrictions, permit requirements, time restrictions, security procedures, building rules, or other site conditions that may affect delivery.

If delivery cannot be completed because of incorrect address details, restricted access, unsafe conditions, missing contact information, lack of site readiness, unpaid charges, or delays on your side, additional delivery, redelivery, storage, labour, or handling charges may apply.

8. Large, heavy, or specialist equipment

Many products supplied by Axon Recovery are large, heavy, fragile, technical, or specialist items. They may require freight shipping, pallet delivery, professional handling, lifting equipment, multiple people, specialist installation, or additional access preparation.

You are responsible for checking all measurements, access routes, doorways, lifts, staircases, ceiling heights, floor loading, utilities, and site limitations before placing an order.

If specialist handling, lifting equipment, parking permits, road access, building management approval, site labour, storage, or additional delivery support is required, extra charges may apply.

9. Installation coordination

If installation coordination or setup support is needed, we may coordinate with the manufacturer, authorised installers, service engineers, local contractors, or third-party partners.

Installation can only proceed if the site is ready, safe, accessible, and suitable. You are responsible for preparing the site, including any electrical work, plumbing, drainage, ventilation, flooring, internet connection, permissions, approvals, building requirements, and technical requirements.

Unless expressly agreed in writing, we are not responsible for construction works, electrical works, plumbing works, ventilation works, structural works, building approvals, clinic licensing, permits, or local authority approvals.

If installation is delayed or cannot be completed because of site issues, missing services, access problems, incorrect measurements, lack of permits, failed readiness, or changes to the project, additional charges and delays may apply.

10. Delivery inspection

You should inspect all goods carefully when they are delivered.

Any visible damage, missing items, incorrect items, or delivery issues should be reported to Axon Recovery as soon as possible. Where possible, damage or missing items should also be noted on the delivery paperwork before signing.

Please keep photographs and videos of the packaging, product, labels, delivery documents, serial numbers, and any visible damage, as these may be needed for supplier, courier, freight, or insurance claims.

This does not affect any rights you may have under applicable law.

11. Damaged or incorrect goods

If goods arrive damaged, incorrect, incomplete, or materially different from the agreed specification, please contact Axon Recovery promptly through our Contact page.

We may ask for photographs, videos, packaging details, delivery notes, serial numbers, and other information so we can assess the issue and raise a claim with the supplier, manufacturer, courier, freight company, or insurer.

Goods must not be used, installed, modified, repaired, moved, or disposed of before the issue has been reviewed, unless we confirm otherwise in writing.

Where a claim relates to shipping damage, missing items, or delivery issues, the original packaging and delivery evidence should be retained until the issue has been resolved.

12. Failed delivery and storage

If delivery cannot be completed because you are unavailable, the site is not ready, access is restricted, payment has not been made, delivery information is incorrect, customs documents are incomplete, or required charges have not been paid, additional charges may apply.

These charges may include failed delivery fees, redelivery fees, storage charges, waiting time, labour charges, handling fees, customs storage charges, port fees, or other third-party costs.

If goods are held in storage because of delays caused by site readiness, access issues, unpaid charges, customs issues, or your failure to provide required information, you may be responsible for all related storage and handling costs.

13. Risk and ownership

Risk in the goods may pass to you upon delivery, collection, handover to a carrier, or another point stated in the quotation, invoice, order confirmation, shipping terms, or delivery policy, unless stated otherwise in writing and subject to any rights that cannot be excluded by law.

Ownership of the goods remains with Axon Recovery, the relevant supplier, or the relevant manufacturer until full payment has been received in cleared funds for the order and any related charges.

You are responsible for ensuring that goods are safely stored, protected, insured, and handled once risk has passed to you.

14. Delays outside our control

We are not responsible for delivery, shipping, customs, or installation delays caused by events outside our reasonable control.

This may include supplier delays, manufacturing delays, freight disruption, customs delays, port congestion, inspections, strikes, labour shortages, accidents, war, civil unrest, extreme weather, fire, flood, government restrictions, regulatory changes, power failures, internet failures, pandemics, epidemics, or other unexpected events beyond our reasonable control.

If an event outside our reasonable control affects shipping, delivery, customs clearance, installation coordination, or project timelines, we may extend timelines, revise arrangements, suspend performance, or cancel the affected part of the order or service where necessary.

15. Contact us

If you have any questions about shipping, delivery, customs, access, damaged goods, or installation coordination, please contact us through our Contact page or by emailing hi@axonrecovery.com.