We strongly believe in our relations with customers who enjoy shopping at ONYX Case.
To show our gratitude for your patronage, we want to keep you satisfied from the moment you enter our store, to the moment you receive anything you have purchased from us.
We are not perfect, but perfection is what we strive for to build trust. Please carefully read our return and refund policies below.
If anything, any single matter goes wrong between us, we will do our best to keep you happy.
We only ask one thing from you, and it is to read our Return & Refund policies below carefully.
1. Your product arrived damaged
Send us a picture and a description of the damage and we will be happy to offer you one of these options,
a) A new product, the same one that you ordered, free of charge
b) A Gift Card, equivalent to the total of your payment
c) Full refund of your order
We will also ask you to mail the product back to us, we will cover the shipping cost, so you do NOT have to pay anything extra! We ask this so that we can try to do quality control on the product and avoid damages in the future.
2. You ordered the wrong product by accident
Things like this happen, and we don't want you to stay with a product that you don't want. We will be happy to take the product back and issue a full refund, however, in this case, you will need to cover the shipping costs.
3. You received the wrong product (but placed the right order)
Please send us a picture of the product, along with a description.
If you would like to keep the product, even though it was the wrong one, we will offer you a 20% store discount to make it up for our mistake.
* This will be aside from any other discounts we may be offering at the time.
Otherwise, we can issue either a full refund (it can be in the form of store credit) or an exchange of your product.
In case of an exchange, please ship the product back to us, and we will cover any shipping costs. We know it's inconvenient to have to send the product back, but this will help us ensure that mistakes like this don't happen in the future, and as a "thank you" for helping us we will also offer you a 20% store discount on top of the refund/exchange.
4. Timeframe for refund and return requests
You have 30 days, from the day you received the product, to request a refund or an exchange.
5. The product took too long to arrive
Please check our Shipping & Delivery section for the estimated shipping times. If your product takes longer than these estimations to arrive, but it does, in fact, arrive, we will offer you a store discount for future purchases
6. Your product never arrived
Please check our 'Help' menu at the bottom of our main page for the estimated shipping times.
If it is 7 days past the estimated time and your product hasn't arrived we will issue a full refund.
7. You received only part of the order
Some items need to be processed separately and they might be sent separately as well, please check your tracking information or contact us at email@example.com as we will be happy to help you track your product. If for some reason part of your order did not arrive even after the estimated days, we will offer you a full refund for that product.
8. Where do I send a product for a refund?
If we ask you to mail the product back to us, we will give you an address by e-mail. Depending on the situation, as per the policies above, we may cover the costs of shipping.
9. Where do I send a refund request?
Please send your request, along with a description of the situation (and a picture if applicable) to firstname.lastname@example.org and we will get back to you ASAP.
10. How about another situation not listed above?
Please contact us at email@example.com with your request or any questions, we will do our best to find the best solution.
Remember, we are always available to help you at firstname.lastname@example.org. Send us any questions or inquiries and we will get back to you ASAP
Founder, ONYX Case