At Onyx Dragon, we want you to be happy with your order. However, if for any reason you\’re not completely satisfied, you can return your item as per the following UK legal requirements.
Overview
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item. If 14 days have passed since your purchase, unfortunately, we cannot offer you a full refund or exchange, unless the item is faulty or not as described.
Eligibility for Returns
To be eligible for a return, the item must meet the following criteria:
- Unused and in original condition: The item must be unused, undamaged, and in the same condition as when you received it.
- Original packaging: The item must also be in its original packaging for protection during return transit.
Non-Returnable Items
The following items are excluded from returns:
- Perishable goods: Tea, coffee, and chocolates
- Personal care products: Oils, balms, sprays, etc.
- Gift cards
- Custom or made-to-order goods
- Opened or used food products
How to Initiate a Return
To complete your return, please contact us within 14 days of receiving your order by emailing orders@onyxdragon.co.uk. Please include the following details in your email:
- Your name
- Order number
- Reason for return
- Photos (if applicable)
Once we receive your request, we will send you further instructions on how to return your item.
Return Shipping Costs
You will be responsible for the return shipping costs, unless the item is faulty or incorrect. Shipping costs are non-refundable.
We recommend using a tracked shipping service or purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item.
Refund Process
Once your returned item is received and inspected, we will notify you by email. If the return is approved, your refund will be processed and automatically applied to your original payment method within 5-10 working days.
Partial Refunds
In some cases, partial refunds may be granted. This applies to:
- Items that show signs of use
- Items that are damaged or missing parts, not due to our error
- Items returned more than 14 days after delivery
Late or Missing Refunds
If you haven’t received your refund yet, please follow these steps:
- Check your bank account again.
- Contact your credit card company, as it may take some time for the refund to be processed.
- Contact your bank, as there may be some delay in processing.
If you’ve done all of this and still haven’t received your refund, please contact us at orders@onyxdragon.co.uk.
Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded unless they are defective or damaged.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at orders@onyxdragon.co.uk to arrange the return. We will send the replacement once the original item has been returned.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, we will issue a gift credit for the value of your return. If the item wasn’t marked as a gift, or the gift-giver had the order shipped to themselves, the refund will be processed to the original payment method.
Returning Your Product
To return your item, please follow the return process outlined in our email response. The return address will be provided to you in accordance with UK law during this process.
You will be responsible for the return shipping costs. Shipping costs are non-refundable. If applicable, the cost of return shipping will be deducted from your refund.
Timeframes
- Refund processing: Once we receive your return, your refund will be processed within 5-10 working days.
- Shipping time for exchanges: Depending on where you live, delivery times for exchanged items may vary.
Contact Information
If you have any questions regarding returns, refunds, or exchanges, please reach out to us at:
Email: orders@onyxdragon.co.uk