Last updated: July 16, 2025
At Onyxgap, we take pride in the quality, design, and craftsmanship of every fashion product we offer—from apparel to accessories. Your satisfaction is our top priority. If for any reason the product you receive does not meet your expectations, we provide a clear and fair return and refund policy to support you. This policy applies to all orders shipped to the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.
Policy Overview
| Category | Detail |
|---|---|
| Return Period | 30 days from the date you receive the product. |
| Returns due to Onyxgap’s fault | Free ($0). Applicable when the product is damaged, defective, or incorrectly delivered. A prepaid return label will be provided. |
| Returns on Customer Request | Customer pays for return shipping costs (change of mind, wrong size, not as expected). |
| Refund Processing | Processed within 7 business days via the original payment method. |
| Re-Import Fee | None ($0). |
| Applicable Market | Applies to orders in the 10 countries listed above. |
General Conditions for Returns
To ensure fairness and product hygiene, returns for fashion products are accepted under the following conditions:
Return Period: A return request must be submitted within 30 days from the date you receive your order.
Condition of Product: Items must be unused, unwashed, and unworn, with all original tags, labels, and packaging intact. Products showing signs of wear—such as stains, perfume, deodorant marks, damage, or alterations—will not be eligible for return.
Packaging Requirements: All products must be returned with their original packaging, including branded polybags, protective wraps, and any included accessories (e.g., belts, straps, replacement buttons). If the original packaging is unavailable, the customer must arrange secure packaging at their own cost.
Proof of Purchase: An invoice, order confirmation, or order number must be provided.
Non-eligible Cases: Products that have been washed, worn, or altered are not eligible for return unless defective.
These conditions apply equally across all supported markets.
Return Procedures by Case
A. Returns Due to Onyxgap’s Fault
We take full responsibility in the following situations:
Damage in Transit: The product arrives torn, stained, or damaged during shipping.
Manufacturing Defect: Quality issues such as faulty stitching, broken zippers, missing buttons, or printing defects.
Incorrect Item Delivered: The product received does not match your order (wrong size, color, or design).
Costs and Solutions:
In these cases, the return is free of charge. Onyxgap will provide a prepaid return label and arrange for carrier pickup when possible. Customers may choose between:
- Replacement product (subject to stock availability).
- Full refund, including the original shipping fee paid at checkout.
B. General Returns (Change of Mind / Wrong Size)
We understand that sometimes a product may not fit perfectly or match your expectations.
Eligibility: The product must be returned within 30 days, unused, unwashed, unworn, and with all tags intact.
Shipping Costs: Customer is responsible for return shipping. These costs vary by region and are not refunded. We recommend a tracked and insured service.
Condition Verification: Once the item arrives at our warehouse, our team will inspect it. Only products that pass inspection will qualify for a refund.
Refund Amount: Refunds cover the product value only and exclude the original shipping fee.
Non-Returnable Items
Certain fashion products cannot be returned unless defective or damaged on arrival:
- Gift Cards – Digital or physical gift cards are not eligible.
- Final Sale / Clearance Items – Sold “as is” and cannot be returned.
- Used, Washed, or Altered Apparel – Any product showing wear, washing, tailoring, or perfume/cosmetic marks will not be accepted.
- Custom or Personalized Products – Items with custom prints, embroidery, or made-to-order designs cannot be returned unless defective.
Return Process
To ensure a smooth return process:
Step 1: Request a Return
Contact us at [email protected] within 30 days of receiving your order. Please include:
- Your order number.
- The reason for the return.
- For defective or damaged products, attach clear photos or videos showing the issue.
Step 2: Receive Instructions
Our support team will review within 1–2 business days and reply with return instructions. If the return is our responsibility, we will also provide a prepaid return shipping label.
Step 3: Pack & Return
Repack the product securely (use the original packaging when possible). Ship the item to: Onyxgap – Returns Department, 8013 Ramsgate Ave, Los Angeles, CA 90045
Refund Processing
Processing Time: Refunds are initiated within 7 business days after the returned product is received and inspected.
Refund Method: All refunds are issued in USD to your original payment method (credit card, PayPal, etc.). Store credit is available upon request.
Notification: A confirmation email will be sent once the refund is processed.
Bank Processing Time: Banks or card providers may take up to 7 additional business days to release funds.
Restocking Fee: No restocking fees. The full eligible refund will be issued once the returned product passes inspection.
Order Processing & Shipping Times
Processing Time: Orders are prepared within 1–2 business days (Monday–Friday, excluding holidays).
Transit Time by Region:
- United States: 3–5 business days
- Europe & United Kingdom (France, Germany, Spain, Italy, Belgium, Portugal): 5–7 business days
- Canada & Australia: 7–9 business days
Order Cut-Off: Orders placed before 2:00 PM PST begin processing the same business day; orders placed after 2:00 PM PST are processed the next business day.
For more details, see our Shipping Policy.
Contact Us
For returns, refunds, or questions, please contact:
- Address: 8013 Ramsgate Ave, Los Angeles, CA 90045
- Email: [email protected]
- Phone: +1 (718) 892-5657
- Form: Contact Us
- Support Hours: Mon–Sun: 8:00 AM-5:00 PM PST
