Repair and RMA Policy
Product Repair within the 1-year Limited Product Warranty
We are committed to providing customers with products and services of the highest quality. You are advised to first refer to the troubleshooting section in our user manual to determine if the
problem can be easily resolved.
If you find that there is a problem with your Product order (defective item, wrong, or missing products) or technical difficulties, please contact our Customer Service team (https://refract-help.freshdesk.com/support/tickets/new) within your Product's Warranty Period for a product service or warranty replacement.
If the product warrants service or replacement, our customer service agent will raise an RMA request
on your behalf for the return of your product. We are unable to provide return mailing labels or cover
the cost for your shipping return with the exception of unique cases such as a dead / faulty product
upon arrival within the first 14 days of receiving your purchase.
You can visit the following website link for more information for our Warranty Policy (https://axisxr.gg/warranty-policy/).
Kindly ensure that the necessary RMA documentation is included in your return package. Returning a product without your RMA number may result in us not being able to identify your returned products or may result in a longer processing lead time.
We reserve the right to revise our policies from time to time, without notice to you.
Repair Process
Please contact our customer service team at (https://refract-help.freshdesk.com/support/tickets/new) for us to assist you with troubleshooting your issue first.
If the product warrants service or replacement, our customer service agent will escalate your case and raise an RMA request on your behalf for the return of your product.
Once your repair is approved, you will need to send the product back at your own cost or use our return label if provided. For returns at your own cost, we will provide a recommended shipping company with the rates (FedEx). Alternatively, you can use your preferred shipping company, but your shipment must be registered and trackable. Please refer to the table below for estimated shipping rates.
You will also need to ensure that the product is packed securely to prevent damage during transport as we will not be able to provide any warranty support for products damaged due to shipping.
We only accept official shipping company site tracking links. We do not accept 3rd party tracking methods.
Example:
- [Acceptable] https://www.dhl.com/sg-en/home/tracking.html
- [NOT Acceptable] https://www.17track.net/en
After your shipment reaches our facility, we will proceed to do a check on the reported issue(s). Once that is done, we will inform you about our findings and a resolution within 10 working days.
If you have any questions or concerns, feel free to reach out to our customer service team at any point of the process for help.
FAQ
[Question]: Can I arrange my own courier to pick up the item?
Answer: Yes, as long as it is a registered courier company operating within in your country and at your own cost. We will only accept direct tracking links from the shipping company and not external tracking sites. Please take note that you will be responsible to check for all taxes and compliance when shipping to Singapore.
[Question]: How long the RMA process take once the product has been received by the AXIS team?
Answer: Upon receiving the item, it will take up to 10 working days for us to conduct checks on the status of the product, depending on the complexity of the issue(s). Once those checks have been completed, we will inform you of the next steps of the process.
[Question]: What are the criteria of the RMA process?
Answer: Please ensure that the product is repackaged and shipped back to us free from any shipping defects. For return shipments comprising of the whole set, we recommend reusing the original AXIS packaging as a first layer of protection and further sealing it in a standard shipping box. You may also want to take the extra initiative to make use of bubble wrap and filling all air pockets with extra packaging material to prevent unnecessary movement during transit.