This Return and Refund Policy applies to purchases sold by ONIX. We want every customer to have a clear, fair, and reliable shopping experience. If there is an issue with your order, please contact us first so our support team can review the situation and help resolve it as quickly as possible.
Contact: support@onixhours.com
1. Return Window
We offer a 30-day return policy. You have 30 calendar days from the date your order is marked as delivered to request a return. To be eligible for a standard return, the item must be unused and unworn, in the same condition received, in its original packaging (when applicable), returned with all included accessories, tags and documentation, and accompanied by proof of purchase. Returns requested after 30 calendar days from delivery may not be accepted, unless otherwise required by applicable consumer protection laws.
2. How to Start a Return
To request a return, contact us at support@onixhours.com and include your order number, the email address used at checkout, your full name, the reason for the return, and photos or videos if the item arrived damaged, defective, or incorrect. Our team will review your request and send instructions if the return is approved. Items sent back without prior approval may not be accepted or refunded.
3. Return Shipping
Unless otherwise required by applicable law, customers are responsible for return shipping costs for standard returns, including change of mind, incorrect size selection, refusal of delivery, or personal preference. If the item arrived defective, damaged, or incorrect, we will review the case and may provide a replacement, refund, store credit, or other resolution. We recommend using a trackable shipping service; we are not responsible for return packages lost, delayed, or misdelivered by the carrier.
4. Damaged, Defective, or Incorrect Items
Please inspect your order on arrival. If your item arrives damaged, defective, or incorrect, contact us as soon as possible at support@onixhours.com with your order number and clear photos or videos. After review, we may offer a replacement, store credit, refund to the original payment method, or repair/warranty review when applicable.
5. Refunds
Once your approved return is received and inspected, we will notify you by email whether your refund has been approved. If approved, the refund will be issued to the original payment method used at checkout and is usually processed within 10 business days after approval. Your bank or payment provider may require additional time to post the funds. If more than 15 business days have passed since approval, contact us at support@onixhours.com.
6. Non-Refundable Items
Certain items may not be eligible for return or refund unless required by applicable law, including items showing signs of use or wear, items missing original packaging or accessories, items damaged after delivery, items returned without prior approval, gift cards, and final sale items clearly marked as such at purchase.
7. Exchanges
The fastest way to exchange an item is to request a return for the original item and place a new order once the return is approved. In some cases we may offer a direct replacement depending on inventory availability.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@onixhours.com. We will make reasonable efforts to cancel before processing or shipping. Once an order has been processed, packed, or dispatched, cancellation may no longer be possible and you may need to follow the return process after delivery.
9. Legal Rights
This policy does not limit any mandatory consumer rights that may apply under the laws of your country, state, province, or region.
10. Contact
ONIX sells watches and watch accessories directly to consumers through its online storefront and uses third-party payment, fulfillment and logistics providers to process and deliver orders.
Customer support: support@onixhours.com
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