Returns and Exchanges Policy
1. Returns Due to Product Defects
We guarantee that our products are of the highest quality. If you receive a damaged, defective, or incorrect product, please contact us within 7 days of receiving your order.
- Send us clear photos of the defective product along with a description of the issue.
- Once verified, we will offer either a replacement for the same item or a full refund.
2. Returns Due to Change of Mind
Unfortunately, we cannot accept returns or exchanges for reasons such as a change of mind, incorrect sizing, or personal preference, as our products are made to order. We recommend carefully reviewing product details, including sizing, before placing your order.
3. How to Request a Return or Exchange
If you wish to open a return or exchange request:
- Contact our customer service team at Email: ONYX@onyx-house.com.
- Provide your order number, a description of the issue, and clear photos (if applicable).
- We will review your request and respond within 3-5 business days with a resolution.
4. Items Not Eligible for Return
The following items are not eligible for return or exchange:
- Items that have been used or washed.
- Items damaged due to improper use.
- Sale items or special orders that are non-returnable.
5. Return Shipping Costs
- If the return is due to a defect or error on our part, we will cover the return shipping costs.
- In other cases, return shipping costs will be the responsibility of the customer.
6. Additional Information
- Processing Time: Returns or exchanges may take 7-14 business days to process once we receive the returned item.
- Customer Responsibility: Please ensure that the item is returned in its original condition, including any accessories, if applicable.
7. Contact Us
If you have any questions or concerns about returns or exchanges, feel free to reach out to our support team:
📧 Email: ONYX@onyx-house.com