Effective date: May 4, 2026
We want you to love your Onyxelle pieces. Here's how returns and refunds work.
1. 60-Day return window
Returns within 60 calendar days of delivery. Items must be in original condition: unworn, unused, with original packaging.
2. Defective or damaged items (Onyxelle's responsibility)
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Full refund to original payment method, or replacement at your choice.
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Onyxelle pays return shipping — we provide a prepaid tracked return label.
- Required: photo evidence of defect within 14 days of delivery.
3. Change of mind
- Refund of product price (excluding any original shipping charge).
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Customer pays return shipping — we recommend tracked shipping. We are not responsible for items lost in return transit.
- Refund within 5-10 business days of receipt at our return facility.
4. Final sale (no returns)
- Engraved or personalized jewelry.
- Earrings used for piercings (hygiene reasons).
- Items marked "Final Sale".
- Gift cards.
- Items purchased with codes labeled "final sale" at time of purchase.
5. Return process
- Email contact@onyxelle.ca with order number, item, and reason. Photos required for defects.
- We respond within 48 business hours with the return address and instructions.
- Pack item in original packaging.
- Ship within 14 days of receiving instructions, using a tracked service.
- Refund processed within 5-10 business days of receipt at our return facility.
6. Exchanges
We do not process direct exchanges. Return original for refund and place new order for replacement — transactions can run in parallel.
7. Late or missing refunds
If you have not received a refund 10 business days after we confirmed receipt:
- Check your bank account.
- Contact your credit card company (3-5 additional business days possible).
- If still missing, email contact@onyxelle.ca.
8. Damaged in transit
Take photos of package and item. Email us within 14 days. We arrange free replacement.
9. Warranty disclaimer
Onyxelle pieces are gold-plated jewelry. Plating wear over years of normal use is not a defect. "Tarnish-resistant" means resistant to tarnish under normal wear; chlorine pools, bleach, harsh chemicals, and abrasion can damage plating and void return eligibility.
10. Governing law
This policy is governed by the laws of Ontario, Canada. Customers retain rights under their provincial Consumer Protection Act where applicable.
11. Contact
contact@onyxelle.ca · Mon-Fri 9am-5pm ET · 48-hour business reply
