Refund policy

We at Onyx Sweden are committed to ensuring your satisfaction and stand behind our products and services. Our goal is to provide fair and reasonable treatment for both our customers and our business.

Effective January 15, 2025

Return Timeline

• Initiation: Request a return within 7 days of delivery.
• Shipping Back: Ship the item within 7 days of return approval.

How to Return

1. Send us a Return Request with order number and reason for return.
2. If the item is defective, attach clear photos.
3. Await approval and return instructions from our customer service team.
4. Once approved, ship the item within 7 days of receiving return instructions.

Shipping Costs

• Return shipping is the customer's responsibility unless it was a shipping error or a damaged item. 
• Original shipping costs are non-refundable.

Return Conditions

• Include your order number and full name in the return package.
• Items must be unworn, unwashed, and in original condition, with all tags attached.
• Shoes must be returned in their original, undamaged box.
• Do not write on, tape, or affix labels directly onto the shoebox.

Non-Returnable Items

The following items cannot be returned:

• One specific collection (Final Sale – details will be listed on product pages).
• Accessories and undergarments.
• Sale or discounted items.

Refund Process

• Refunds will be processed within 5-7 business days after receiving and inspecting the return.
• Customers can choose a refund to the original payment method or store credit.

Contact Us

If you have questions about your return eligibility, send us an email before sending your item back.

⚠️ Important: Items that do not meet the return conditions may be eligible for a partial refund or store credit. If unsure, reach out to us for clarification before returning your item.

Revised: January 13, 2025 and effective January 15, 2025.