Returns

At Onyx, we build high-performance household appliances designed to simplify your life. We want you to be completely satisfied with your purchase. If an item isn't quite right for your home, our hassle-free return policy ensures a straightforward and transparent process.

1. 30-Day Money-Back Guarantee

We offer a 30-day return period from the date your order is delivered. If you are not completely satisfied with your Onyx product, you can return it for a full refund or exchange.

Return Eligibility Criteria

To qualify for a full refund under our standard 30-day policy:

• Condition: The product must be in its original, undamaged physical condition.

• Packaging & Accessories: Items must be returned in their original box with all included parts, attachments, filters, manuals, charging stations, and accessories.

• Proof of Purchase: You must provide a valid order number, receipt, or invoice from the official Onyx online store.

2. Return Shipping Costs

• Change of Mind / Standard Returns: The customer is responsible for the return shipping costs, unless otherwise specified during promotional periods.

• Defective, Damaged, or Incorrect Items: If your appliance arrives damaged, defective, or if you received the wrong item, Onyx will provide a prepaid shipping label and cover all transit costs.

3. How to Initiate a Return

Following these three steps ensures fast processing of your return:

1. Submit a Request: Contact our customer care team at [email protected] or log into your user account and navigate to Order History > Request Return. Please include your order number and the reason for the return.

2. Receive Return Authorization: Once approved, you will receive a Return Merchandise Authorization (RMA) number alongside detailed shipping instructions and the return warehouse address.

3. Pack & Ship: Carefully package the appliance in its original box, write the RMA number clearly on the outer shipping carton, and drop off the package with the assigned carrier.

4. Inspection & Refund Processing

• Warehouse Inspection: Once your returned package arrives at our central facility, our quality control team will inspect the item within 2 to 3 business days.

• Refund Issuance: Upon successful inspection, your refund will be processed back to your original method of payment (credit card, PayPal, or bank transfer).

• Processing Time: Refunds typically take 3 to 5 business days to reflect in your account, depending on your financial institution's processing speeds.

5. Non-Returnable & Hygiene Items

To maintain strict hygiene and safety standards, certain items are subject to specific conditions:

• Consumables & Spare Parts: Opened or used replacement filters (HEPA, carbon), mop pads, vacuum bags, and brush sets cannot be returned for a refund once opened unless they are defective.

• Hygiene Protection: Wet-and-dry vacuums or robot mop tanks must be thoroughly emptied and dried before return shipping.

6. Damaged or Faulty Items Upon Arrival

If your package arrives visibly damaged or the appliance fails to operate right out of the box:

• Report the issue within 48 hours of delivery to [email protected].

• Attach photos or a short video demonstrating the damage or issue.

• We will dispatch a replacement unit or arrange a full refund immediately at zero extra cost to you.