RETURN & REFUND POLICY
48-Hour Damage & Defect Policy
Applies to items that arrive damaged, defective, or significantly not as described.
OVERVIEW
We have a 48-hour return policy — you have 48 hours after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it: unworn, unused, with tags attached, in its original packaging, and accompanied by proof of purchase and an unboxing video.
WHAT WE ACCEPT RETURNS FOR
This policy applies only to products that are damaged, defective, or significantly not as described at the time of delivery.
We do not accept returns or exchanges for:
- ✕Change of mind
- ✕Wrong size or fit (please refer to our size guide before ordering)
- ✕Colour preference
- ✕Sale items
- ✕Gift cards
- ✕Any reason not related to a product defect or delivery damage
HOW TO REPORT A DAMAGED OR DEFECTIVE ITEM
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Reports received after 48 hours of delivery will not be considered.
- 1.Contact us at onyxmensofficial@gmail.com within 48 hours of delivery.
- 2.Provide your order number, photos of the damaged product, photos of the packaging, and your unboxing video.
- 3.Include a brief description of the issue.
- 4.Wait for our team to review your claim — only reports with valid proof within the timeframe will be considered.
- 5.Keep the item in its original condition and packaging while the claim is under review.
STARTING A RETURN
To start a return, contact us at onyxmensofficial@gmail.com. Returns must be approved before being sent back. Items sent without prior approval will not be accepted.
RESOLUTIONS
If your claim is approved, we may offer one of the following at our discretion:
- ✓Replacement of the item
- ✓Exchange for another item
- ✓Store credit
- ✓Refund to the original payment method
REFUNDS
Once we receive and inspect the returned item, we will notify you whether your refund has been approved.
Approved refunds will be processed to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to post the amount.
If more than 15 business days have passed since your refund was approved and you haven't received it, contact us at onyxmensofficial@gmail.com.
WHY WE REQUIRE AN UNBOXING VIDEO
We ask every customer to film a short unboxing video when opening their order. This confirms the item's condition at the moment of delivery and allows us to process valid claims quickly — in your favour — without lengthy back-and-forth. Claims cannot be processed without one.
By purchasing from Onyx Menswear, you agree to the terms of this Return & Refund Policy.