Refund policy
Information technology services and software development company AJTI DIGITAL DOOEL Skopje (referred to below as the “Trader” or the “Company”).
- Registered office: ul. Nikola Parapunov br. 5-22, Karpos, 1000 Skopje, Republic of North Macedonia
- Company registration number (ЕМБС): 7946988
- Tax number (ЕДБ): 4057026580990
Last updated: August 2026
1. General provisions
This Refund Policy (the “Policy”) explains the manner, timelines and conditions under which the Trader refunds amounts paid by Buyers who ordered products through the website www.axel.mk (the “Website”).
The Policy forms an integral part of the General Terms of Purchase and applies together with them and with the Delivery and Payment Terms. It is prepared in accordance with the Law on Consumer Protection (“Official Gazette of the RNM” No. 236/2022, as subsequently amended) and the Law on Obligations (“Official Gazette of the RM” No. 18/2001, as subsequently amended).
2. Cases in which the Buyer is entitled to a refund
2.1 Cancelling an order before delivery
If the Buyer cancels an order before it is dispatched, the Trader will make a full refund of the amount paid.
2.2 Unilateral withdrawal from the contract (right of withdrawal)
The Buyer has the right to withdraw from a distance contract within 14 (fourteen) calendar days from the day the product is received, without giving a reason, following the procedure described in the General Terms of Purchase. In this case, the Trader refunds the full amount paid, including delivery costs up to the amount of the cheapest standard delivery method the Trader offers.
2.3 Non-conformity of the product with the contract (complaint)
If the delivered product does not conform to the contract (damaged, defective, incorrectly shipped or otherwise non-conforming), the Buyer has the right to submit a complaint following the procedure in the General Terms of Purchase. Depending on whether the complaint is well-founded, the Trader will repair or replace the product, reduce the price accordingly, or issue a full refund of the amount paid.
2.4 Exhausted stock or inability to deliver
If the ordered product cannot be delivered due to exhausted stock or another obstacle on the Trader's side, the Buyer is notified immediately and offered a choice between a new delivery date, a replacement product, or a full refund of the amount paid.
3. Conditions for accepting a returned product
When exercising the right of unilateral withdrawal (point 2.2), the product must be returned in the condition and quantity in which it was received, and the Buyer is liable only for any diminished value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning (comparable to trying it in a shop).
In the case of a complaint (point 2.3), the product must be returned together with all included accessories and documentation, where necessary to assess whether the complaint is well-founded.
The Buyer must provide proof of purchase (order confirmation, invoice/receipt, or other proof of the transaction) when submitting a refund request.
4. Method and timeline of refund
4.1 Card payments
Funds are refunded via the same payment method, i.e. to the same payment card used at purchase, through the CaSys/Stopanska Banka AD Skopje payment service. The time it takes for funds to visibly appear on the Buyer's account depends on the card-issuing bank and is generally up to 14 business days from the day the Trader approves the refund.
4.2 Cash on delivery payments
Since a cash payment cannot be refunded remotely, refunds for orders paid cash on delivery are made by bank transfer to an account provided by the Buyer for that purpose.
In all cases, the Trader issues the refund no later than 14 days from the day the withdrawal statement is received, or from the day the complaint is determined to be well-founded, unless otherwise agreed with the Buyer. Where a refund is linked to the return of a product, the Trader may withhold payment until the product is received, or until proof that it has been sent back is provided, whichever occurs first.
5. Costs related to returns
The direct cost of returning a product is borne by the Buyer, except where the product is defective, was damaged in transit, or was shipped incorrectly, in which case the Trader bears the return cost.
If the Buyer chose a delivery method other than the cheapest standard method offered by the Trader, the cost difference is not refundable.
6. Exceptions to the right to a refund
A refund based on unilateral withdrawal (point 2.2) is not available for: products made to the Buyer's specifications or clearly personalised, perishable goods, sealed products that cannot be returned for hygiene reasons once unsealed, digital content delivered immediately after the Buyer's explicit prior consent, and other cases provided for by the Law on Consumer Protection. This does not affect the right to a refund due to non-conformity of the product with the contract (point 2.3), which applies regardless of the type of product.
7. Procedure for requesting a refund
The Buyer submits a refund request by email to customersupport@axel.mk, stating the order number, the reason for the request, and enclosing proof of purchase. Where necessary, the Trader will provide instructions for returning the product.
The Trader confirms receipt of the request and informs the Buyer of the approval, the chosen method of resolution (where applicable), and the expected refund timeline.
8. Contact
For any questions related to refunds, Buyers may contact: customersupport@axel.mk.