Returns and Refunds
We want you to love your ONYX purchase. This Returns and Refunds Policy explains how we handle returns and refunds for orders placed on uk.onyxtan.com. It follows UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 .
Orders on uk.onyxtan.com are sold and processed by ONYX INTERNATIONAL sp. z o.o., an EU-based company. UK returns and logistics are managed locally by ONYX INTERNATIONAL LTD to provide a fast and convenient return process for UK customers.
14-Day Returns (Change of Mind)
You may return any product within 14 days of delivery for any reason (change of mind). Please submit your return request within this 14-day period.
You may open the product only to the extent necessary to check its nature, characteristics and functioning (as you would in a shop). We may make a reasonable deduction from your refund if the item shows signs of use beyond what is necessary or is returned in a condition that reduces its resale value.
This policy is in addition to your statutory rights.
How to Start a Return
- Submit a request via our Contact page with your order number and the items you wish to return.
- Our customer support team will confirm your return and provide simple packing instructions.
- Repack items securely. We recommend a tracked service and keeping proof of postage.
Where to Send Your Return
UK return address:
ONYX INTERNATIONAL LTD
27 Old Gloucester St
London WC1N 3AX
United Kingdom
EU return address (head office):
ONYX INTERNATIONAL sp. z o.o.
ul. Polna 125
87-100 Toruń
Poland
Eligibility & Condition
- Products are eligible for change-of-mind return within 14 days of delivery.
- Please include all components (caps, pumps, applicators) for safe transport.
- A reasonable deduction may apply if the item is returned damaged or shows use beyond what is necessary to inspect it.
Items That Cannot Be Returned (Change of Mind)
In line with UK consumer law, the following cannot be returned once opened or unsealed:
- cosmetics or skincare sealed for hygiene reasons, if the seal has been broken after delivery,
- personalised or custom-made items.
These limitations do not affect your rights if the product is faulty, damaged or misdescribed.
Return Postage
For change-of-mind returns, the customer is responsible for return postage. If your item is faulty, damaged or incorrect, we will cover reasonable return costs or provide a prepaid label, as agreed with our support team.
Refunds
Once your return is received and checked, we will confirm approval of the refund and process it to your original payment method. Refunds usually appear within 5–10 working days, depending on your bank or payment provider. You will receive an email once your refund has been issued.
Late or Missing Refunds
- Check your bank account again.
- Contact your card issuer.
- Contact your bank, as processing times may vary.
If you still have not received your refund, please email us at contact@onyxtan.eu.
Sale Items
Sale items are not eligible for change-of-mind refunds. If a sale item is faulty, damaged or misdescribed, you are entitled to a remedy under the Consumer Rights Act 2015.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us within 30 days of delivery. Provide your order number and photos where possible. We will offer a free replacement, repair or refund (including return postage, where applicable).
Your short-term right to reject faulty goods for a full refund within 30 days of delivery remains fully protected.
Exchanges
We do not offer direct exchanges. Please return the item for a refund and place a new order.
Important Information
- Refunds can only be issued to the original payment method.
- Returns outside the 14-day change-of-mind period may not be accepted unless required by law.
- This policy does not affect your legal rights.
Contact Us
For any questions about returns or refunds, please contact our customer support team or email contact@onyxtan.eu.