Refund policy

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at onyxlumaofficial@gmail.com. If your return is accepted, we will provide you with the exact return address and instructions on how to send your package. Please do not send your purchase back to the manufacturer. Note: Customers are responsible for paying their own shipping costs for returning items unless the item arrived damaged or defective. Shipping costs are non-refundable.

Damages and Issues (Please Read)

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at onyxlumaofficial@gmail.com with your order number and clear photos/videos of the issue. This allows us to rapidly evaluate the issue, make it right, and process a replacement or refund for you.

Exceptions / Non-Returnable Items

For health, safety, and hygiene reasons, certain types of items cannot be returned. This includes personal care goods (such as used beauty tools, skin-contact devices, or sanitary products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at onyxlumaofficial@gmail.com.