Shipping & Delivery Policy
Last updated: 4 November 2025
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 and forms part of our Terms and Conditions.
1. Delivery areas
Axon Recovery is based in London, United Kingdom, and works with clients across the UK, USA, EU, GCC, and selected international destinations.
Delivery availability, shipping methods, lead times, import requirements, and costs may vary depending on the product, manufacturer, destination country, and project requirements.
2. 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 do not include shipping, freight, customs duties, import taxes, clearance charges, local delivery charges, insurance, storage, lifting equipment, installation, or other third-party costs.
3. Delivery times
Delivery times 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, 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, weather, or circumstances outside our control.
4. Order confirmation and cancellations
Once we confirm an order, it becomes final, subject to your legal rights and any rights that cannot be excluded by law.
Many products we supply are specialist, high-value, imported, bespoke, made-to-order, configured, or specially sourced. If a product is custom-made, specially ordered, configured, 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, or prepared by a supplier, we may not be able to accept a cancellation request unless required by law.
5. Customs, duties, and import charges
For international orders, customs duties, import taxes, VAT, clearance fees, inspection charges, documentation fees, 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 and receive the goods in the destination country.
We are not responsible for customs delays, rejected import documentation, regulatory inspections, border delays, or additional charges imposed by authorities.
6. Delivery address and access
You are responsible for providing a complete and accurate delivery address, contact details, 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.
If delivery cannot be completed because of incorrect address details, restricted access, unsafe conditions, missing contact information, lack of site readiness, or delays on your side, additional delivery, redelivery, storage, labour, or handling charges may apply.
7. 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, or specialist installation.
You are responsible for telling us in advance about any access restrictions, narrow entrances, stairs, lifts, remote locations, loading restrictions, permit requirements, or other site conditions that may affect delivery.
8. 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 go ahead if the site is ready and suitable. You are responsible for preparing the site, including any electrical work, plumbing, drainage, ventilation, flooring, internet connection, permissions, and building requirements.
If installation is delayed or cannot be completed because of site issues, missing services, access problems, incorrect measurements, or lack of readiness, additional charges may apply.
9. Delivery inspection
You should inspect all goods when they are delivered.
Any visible damage, missing items, incorrect items, or delivery issues should be reported to Axon Recovery as soon as possible. When possible, damage should also be noted on the delivery paperwork before signing.
Please keep photographs of the packaging, product, labels, 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.
10. Damaged or incorrect goods
If goods arrive damaged, incorrect, 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.
11. 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, or the delivery information is incorrect, additional charges may apply.
These charges may include failed delivery fees, redelivery fees, storage charges, waiting time, labour charges, handling fees, or other third-party costs.
12. Risk and ownership
Risk in the goods passes to you upon delivery, collection, or handover in line with the agreed delivery terms, unless stated otherwise in writing and subject to any rights that cannot be excluded by law.
Ownership of the goods remains with Axon Recovery or the relevant supplier until full payment has been received in cleared funds.
13. Delays outside our control
We are not responsible for delivery 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, or other unexpected events.
14. 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.