1.1 Exchange Window
Customers may request an exchange within 3 days from the date of delivery of the product.
(Note: The exchange request must be raised within this timeframe; approval is subject to inspection.)
1.2 Product Condition Requirements
To be eligible for an exchange, the product must be:
• Unused, unworn, and unwashed
• Undamaged and free from stains, odour, perfume, ironing marks, or signs of wear
• Returned in original packaging
• With all original tags, labels, seals, size stickers, accessories, and invoice intact
All returned products are subject to inspection by ONYX’s Team, and eligibility will be determined solely based on the inspection outcome.
2. Exchange Acceptance Criteria
Exchanges shall be accepted only in the following cases:
A. Size-related concerns (within the same product)
B. Defective or damaged products
C. Change-of-mind exchanges, only for products where the product description explicitly states:
“Change-of-mind exchange is permitted.”
Important:
• All exchange requests are permitted only once per order.
• Size exchange requests will be entertained only once.
3. Non-Acceptable Exchange Reasons
No exchange requests shall be entertained for reasons including but not limited to:
• Style preference
• Any subjective dissatisfaction
4. Final Sale & Clearance Items
Products marked as:
• “Final Sale”
• “Non-Returnable”
• Clearance, discounted, or promotional sale items
are not eligible for exchange.
5. Conditions Leading to Automatic Rejection
The following products shall be automatically disqualified from exchange, subject to inspection by ONYX’s Team:
1. Used, worn, or washed products, including:
o Visible wear or usage
o Washing, ironing, or fragrance application
o Tampering or misuse
2. Missing original tags or packaging, including:
o Tags, size labels, packaging, or invoice missing
3. Customer-caused damage, including:
o Improper handling
o Cutting, tearing, staining
o Exposure to water, chemicals, or harsh conditions
6. Damaged or Defective Products
6.1 Inspection Upon Delivery
Customers are requested to inspect their order immediately upon delivery. Any damage or defect must be reported promptly.
6.2 Evidence Requirement
To substantiate claims of damage or manufacturing defects, ONYX may request:
• Clear photographs of the product with tags and packaging intact
• A detailed description of the issue
• An unboxing video, clearly showing:
o Package opened from a sealed condition
o Product, tags, and invoice clearly visible
While not mandatory for all cases, the unboxing video may be requested at the sole discretion of ONYX.
Failure to provide the requested evidence may result in rejection of the claim.
7. Exchange Request Process
7.1 How to Raise an Exchange Request
Within 3 days of delivery, customers must submit an exchange request by:
• Order ID
• Reason for exchange (e.g., size mismatch, defect)
• Photographs of the product with tags and packaging intact
• Copy of the invoice
• Additional evidence (e.g., unboxing video), if requested
7.3 Review Timeline
ONYX will review the request within 3 business days and notify the customer of approval or rejection based on policy eligibility.
8. Reverse Pickup & Inspection
8.1 Reverse Pickup
Upon approval, ONYX will arrange a reverse pickup at company cost within 3 calendar days.
8.2 Packaging Requirements
The return package must include:
• Product in unused, unwashed, saleable condition
• Original tags and packaging
• Original invoice
• Secure, tamper-proof packing to avoid transit damage
8.3 Quality Inspection
• Inspection is conducted after the product is received at the ONYX warehouse
• Inspection may take up to 3 business days
9. Refunds & Credit Notes (No Cash Refunds)
9.1 Mode of Refund
ONYX does not provide refunds in the form of:
• Cash
• Bank transfer
• Original payment method
All approved exchanges are refunded only in the form of a Credit Note or a Promo Code.
9.2 Issuance of Credit Note
• Issued only after successful physical inspection of the returned product
• Credit Note value equals the product value paid by the customer.
• Sent via email to the registered email address
9.3 Credit Note Usage Terms
• Can be used on any product on the ONYX website
• Can be used as follows:
1. If the credit note is the same as the bill amount, the credit note will be used in its entirety.
2. If the credit note is of more value than the bill amount, the credit balance will be available for future purchases- within the credit expiration date.
3. If the credit note is of less value than the bill amount, the difference is payable by the customer, during checkout.
• Flexible usage — no restriction on category or product
• Valid for 365 days from the date of issuance
• Applicable only on purchases made on the official ONYX website
10. Completion Timeline
• All approved exchanges will be completed within 7–10 working days from receipt of the returned product.
• If an exchanged product is unavailable due to inventory constraints:
o ONYX will issue a Credit Note within 7–10 business days
o Customers may choose an alternate product of any value using the Credit Note
11. Additional Provisions
• Exchange permitted only once per order
• Requests raised outside stipulated timelines or through unauthorized modes will be invalid
• ONYX reserves the right to accept or reject exchange requests at its sole discretion
• ONYX is not responsible for loss or damage during return transit arranged by the customer
12. Late or Missing Credit Notes
If your Credit Note is not reflected within 7–10 business days after approval, please contact:
info@onyxathleisure.in
+91 9082568969
13. Contact Us
For any questions or concerns regarding this policy, reach out to:
info@onyxathleisure.in
+91 9082568969
Insert the email id for which the coupon was issued
