Last Updated: 20 February 2026
This policy reflects the way Onyx Dragon has consistently handled stock unavailability, substitutions, and returns for years, now set out clearly in writing. By placing an order via our website, you agree to these Terms & Conditions.
1. Immediate Payment Processing
- All orders placed via our website are charged in full at checkout.
- Payment is also captured immediately by our supplier, Ancient Wisdom, regardless of stock availability.
- Once processed, funds are allocated to order fulfilment.
2. Stock Availability
- Products are made in small batches; stock levels may occasionally change after an order is placed.
- If an item becomes unavailable, customers will be notified by email as soon as reasonably possible.
3. Substitution Requirement
- If an item is unavailable, the customer must select a substitute from the same product category.
- Customers must respond within 12 hours of notification or before the daily dispatch cutoff (typically 2–3 pm), whichever occurs first.
- This applies to all orders, including late-night orders.
- Failure to respond within the timeframe authorises Onyx Dragon to select and dispatch a suitable substitute automatically.
4. Substitute Selection
- Substituted items will:
- Be from the same product line or relevant category
- Be of equal or greater quality
- Be comparable in size and value
- Substitutes clearly communicated in accordance with this policy are not considered incorrectly supplied, provided they are from the same product line or relevant category and of comparable quality.
5. Refund Conditions
- Refunds are only issued if a customer explicitly declines a substitute within the response timeframe and before dispatch.
- Refunds are limited to the product cost only; shipping costs are non-refundable, except where the item was faulty, damaged, or incorrectly supplied.
- Refunds are processed to the original payment method.
- This does not affect statutory rights for faulty, damaged, or incorrectly supplied goods.
6. Dispatch Schedule
- Orders are dispatched on working days, typically between 2–3 pm.
- Timely responses ensure same-day processing adjustments.
7. Hygiene Products, Soaps & Consumables
For hygiene, personal care, and consumable products, including soaps, coffee, tea, and other refreshments:
- Products must be received unopened and in their original sealed packaging to qualify for a refund.
- Opened or unsealed items are ineligible for refund for hygiene, safety, or quality reasons.
- Consumable products are perishable, and returns for change of mind or preference are not accepted.
- All coffee and tea products are roasted or packaged to order to ensure maximum freshness.
- Refunds are only applicable for products that are faulty, damaged, expired, or misdescribed, in accordance with the Consumer Rights Act 2015.
- Substitutions, shipping, and delivery issues are handled under the relevant sections of these Terms & Conditions.
- Statutory rights for faulty, damaged, or incorrectly supplied goods remain unaffected.
8. Returns Procedure
- Notify Onyx Dragon within 14 days for any eligible return.
- Products must be returned unused and in original condition.
- Refunds are issued once items are received and inspected.
- Return shipping is the customer’s responsibility unless the item is faulty or incorrect.
9. Limitation of Liability
- Onyx Dragon is not liable for delays caused by supplier stock shortages, courier issues, or customer non-response.
- Liability is limited to replacement, substitution, or refund in line with this policy.
10. Intellectual Property
- All content on the Onyx Dragon website, including text, images, and branding, is the intellectual property of Onyx Dragon.
- Users may not copy, distribute, or reproduce content without written permission.
11. Data Protection & Privacy
- Customer information is collected and stored in accordance with our Privacy Policy.
- Personal data is used only for order processing, communication, and legal compliance.
12. Governing Law
- These Terms & Conditions are governed by UK law.
- Any disputes will be subject to the jurisdiction of UK courts.
13. Record Keeping & Dispute Handling
- Onyx Dragon maintains timestamped records of:
- Order placement
- Payment capture
- Stock notifications
- Customer communications
- Dispatch confirmation and tracking
- These records may be used to respond to payment disputes or chargebacks.
14. Shipping, Refund Timeframes & Contact
- Shipping Costs: Refunds are limited to the product cost only. Shipping costs are non-refundable, except in cases of faulty, damaged, or incorrectly supplied goods. If a return requires shipping, the cost of return postage may be deducted from the refund.
- Refund Processing: Once we receive your returned item (if eligible), refunds will typically be processed within 5–10 working days.
- Exchanges & Delivery Times: Delivery times for exchanged items may vary depending on your location.
- Contact Information: For any questions regarding returns, refunds, or exchanges, please contact us at: orders@onyxdragon.co.uk