Refund policy

Our Satisfaction Guarantee

At ONIX, we stand behind the quality and craftsmanship of every piece we create. If for any reason you are not completely satisfied with your purchase, you may request a return, exchange, or store credit within 14 days of receiving your order.

Our goal is to provide an exceptional shopping experience and ensure your confidence with every purchase.

Return & Exchange Eligibility

To qualify for a return or exchange, the item must meet the following conditions:

Be unworn, unused, and in its original condition.
Include the original packaging and all accessories received with the order.
Show no signs of wear, damage, scratches, alterations, or modifications.
The return or exchange request must be submitted within 14 days of the delivery date.

ONIX reserves the right to reject any return that does not meet these requirements.

Non-Returnable Items

The following items are not eligible for return or exchange:

Personalized or engraved products.
Custom-made or special-order items.
Products marked as Final Sale.
Items that have been altered or modified after delivery.
Gift cards.

How to Start a Return or Exchange

To initiate a return or exchange:

Contact our Customer Support team and provide your order number.
Submit any information or photos that may be required to review your request.
Once approved, you will receive instructions for returning your item.

Returns sent without prior authorization may be refused.

Refunds

Once your returned item has been received and inspected, we will process your refund to the original payment method.

Inspection and processing may take between 3–7 business days.
Refunds typically appear in your account within 5–10 business days after processing, depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return is due to a defective product or an error made by ONIX.

Exchanges

If you would like to exchange your chain, bracelet, or other jewelry item for a different size, length, or style, we will be happy to assist you.

Exchanges will be processed after the original item has been received and approved.
If there is a price difference, the customer will be responsible for paying the difference or will receive store credit for any remaining balance.
A maximum of two exchanges per order is permitted.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 72 hours of delivery.

Once the issue has been verified, ONIX will cover the costs associated with the replacement or return and will work to resolve the matter as quickly as possible.