Returns & Refund Policy

Customer returning an Onyx tanning product – Returns and Refunds.

We want you to be fully satisfied with your purchase. This page explains how returns, refunds and complaints are handled for orders placed on this website. Our policy follows the applicable EU consumer protection regulations, including the 14-day right of withdrawal.

1. 14-Day Right of Withdrawal

As an EU consumer, you have the right to withdraw from your purchase within 14 days of delivery without giving any reason. To exercise this right, please contact us by email or through our Contact page with a clear statement that you wish to withdraw.

Exceptions

The right of withdrawal does not apply to:

  • sealed goods that are not suitable for return for health or hygiene reasons if the seal was removed after delivery (e.g., opened cosmetics or personal care products),
  • personalised or custom-made products (if applicable).

Inspection & Condition

You may inspect the product as you would in a physical store. A refund may be reduced if the item shows signs of use beyond what is necessary to check its nature, characteristics and functioning.

2. Effects of Withdrawal

If you withdraw from your purchase, we will refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive your withdrawal notice.

Refunds are issued using the same payment method used for the original transaction unless otherwise agreed. No fees will be charged for the refund.

Returning the Goods

You must return the goods to the address provided by our support team without undue delay and no later than 14 days after informing us of your withdrawal. The deadline is met if you send the goods back before the 14-day period has expired.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for return postage. If the item is faulty, damaged or incorrect, we will cover reasonable return costs or provide a prepaid return label as agreed with our support team.

3. Faulty, Damaged or Incorrect Items

If your product is faulty, damaged or not as described, please contact us as soon as possible (ideally within 30 days of delivery). Provide your order number and, if possible, photos of the issue.

Depending on the situation, we will offer a replacement, repair, partial refund or full refund (including return shipping costs for justified complaints).

4. Sale Items

Sale items are not eligible for change-of-mind returns. If a discounted item is faulty or damaged, your legal rights remain fully protected.

5. How to Start a Return

  1. Contact us via the Contact page or email contact@onyxtan.eu.
  2. Provide your order number and information about the items you wish to return.
  3. Our support team will confirm the next steps and provide return instructions and the correct return address.
  4. Pack the items securely. We recommend using a tracked shipping method and keeping proof of postage.

6. Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method. Refunds typically appear within 5–10 working days, depending on your bank or payment provider.

If Your Refund Has Not Arrived

  • Check your bank or card account again.
  • Contact your payment provider, as processing times vary.
  • If you still do not see the refund, contact us with your order number.

7. Company Details

The responsible seller for orders placed on this website is:

ONYX INTERNATIONAL sp. z o.o.
ul. Polna 125
87-100 Toruń
Poland

EU VAT ID: PL8792547898
DE VAT ID: DE325459343

8. Contact

If you have any questions about returns, refunds or your order, please contact our support team through the Contact page or email contact@onyxtan.eu. We are here to help.