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I returned the wrong item shipped to me. How do I get my shipping refunded?
We encourage customers to ship back such items by the cheapest way, and then to inform us as to how much the shipping was. We'll reimburse the shipping cost to the customer quickly.
Why isn't my shipping charge refunded?
Once we pay the shipping company, the shipping company would not refund us.
How do I get my replacement fast?
Sorry we no longer offer cross-shipping service.
Something is damaged during shipping.
Please file a Damage Report immediately. Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the damage before sending a replacement.
What I received is different from what I ordered.
Please file an online Discrepancy Report at discrepancy Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.
You may have charged my order twice.
We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we would issue a credit quickly.
Why did you ship me a defective product?
There is just no way for us to tell if and when a product is or becomes defective without testing it. Unfortunately, we cannot test all products before shipping. It is universally agreed and understood in the Software industry that certain failure rates are expected for any and all products (like everything else in life!). When a defective product is detected, Axis SoftMedia Inc. does honor the warranty. However, Axis SoftMedia Inc. is not responsible for the loss of time, profit or any other inconveniences resulting from the defective products.
I called your office but no one answers.
Our business hours are 11-7 (IST), Monday-Friday. No one will be there answering phone calls outside the business hours. Our busiest day of the week is Monday. Whenever you can, please avoid calling us on Monday. Our office is also closed during most national holidays.

If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and e-mail already have an answer at our web site. You may find the answer at our FAQs pages or do a search that's available on all of our pages.
I canceled my order, but it was still shipped.
Order cancellation works most of the time, but it can be difficult sometimes since the order processing process is so quick and automated. It requires human interaction, which is occasionally not that reliable. In such a situation, we suggest that the customer simply refuse the shipment. If you do refuse a shipment, please let us know when and the reason you did it. We are devising a way to make order cancellation more effective.
What's the status of my order?
Most orders are processed and shipped quickly. An e-mail confirmation should be sent on the same day for DHL/TNT and 1-2 days after for First Flight and Indian Post. If you don't receive any e-mail from us 4-5 days after you place an order, first check to see if you received an e-mail confirmation of your order. If you did not, that may mean that you may have entered a wrong e-mail address and the confirmation couldn't reach you. Most likely your order is on the way to you. We'll let you know the tracking number.

If you did receive an e-mail confirmation, your order may most likely have been delayed. There are several possible causes for order delays: problems with order verification, item(s) out of stock, and problems with shipping companies.
I sent an e-mail twice but received no reply
E-mails will be replied only during business hours. Our normal e-mail response time is 2-48 business hours. During peak time such as Monday, response to emails may get delayed.

If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and e-mail already have an answer at our web site. You may find the answer at our FAQs pages or do a search that's available on all of our pages.
How do I return a defective product for replacement?
We make such a process as painless as possible. The first step is to call our tech support at 91-22-23710244 to get some help and/or to confirm that the product is indeed defective. You may also visit our online troubleshooting pages to see if you can get the problem resolved. The second step is to file an online Return Merchandise Authorization (RMA) request at axissoftmedia.com/return/. Follow the instructions there. The third step is to ship the product back to us. Please ship only the part that's defective (Dongle OR CD/DVD). For instance, if you believe the Dongle is defective, ship only the Dongle but not the entire Box. That would save you and us shipping cost and help us keeping our prices low.

Once the product is received, we'll test it and then send you a replacement within 1-7 days after receiving the defective product. You'll receive another e-mail confirmation once the replacement is sent.
When can I expect my refund?
Refund or credit takes 1-7 business days to process. Keep in mind that the time a refund is issued also depends on how soon we receive the returned product and how long it takes for us to confirm and process the request.

The hold on your credit card may last longer. If you have any question, you may have your bank call us to see if we can help to make the funds available sooner.
Why do I have to pay shipping to return a defective product?
This is a standard policy in the Software industry where there is only 5% gross margin. With such a low margin, those who experience defective products have to share the cost. Otherwise, the cost has to be spread across board, leaving only higher prices for all.

We do pay for Indian Post Ground to ship replacement items back to customers. Customers are responsible for any shipping upgrades. To be sure, we have to pay the shipping of ALL defective products back to our vendor. In other words, whenever there is a defective product, we have to pay additional shipping twice (once to our vendor and once back to you). We would like to distribute products with the lowest return rates possible.
Something is missing in my order.
Carefully go through the entire box or package. Sometimes, small items are placed inside the box of another item. If indeed an item is missing, please file an online Discrepancy Report at axissoftmedia.com/discrepancy/. Follow the step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.
My package arrived one day after the estimated date, may I get my shipping refunded?
It depends on the shipping method. Indian Post does not guarantee Ground shipping. DHL/TNT & First Flight does not guarantee air shipment to residential address either. Unless it's clear that we can get the money back from the shipping company, the shipping is not refundable. Even if it's obviously the shipping company's fault, we must wait for the shipping company to give us refund before issuing the refund. It consumes our labor in filing such a claim. Shipping companies may take a long time to issue such a refund. Therefore, in reality, it is a difficult task to accomplish.
Contacting us

Questions regarding this Privacy Statement or the information practices of the Company’s Web sites and Services should be directed to Axis SoftMedia Inc. Privacy by mailing us at:

Axis SoftMedia Inc. Privacy
103-T, Vaishali “B” Wing, Seth Motishah Road, Mazgaon, Mumbai 400010, Maharashtra, India.