Refund policy

Refund Policy

Last updated: May 2026

At ONYXELLE, we want you to love every piece you wear. If something isn't right, our 60-day return policy makes it easy to send it back or exchange it.

Our 60-Day Guarantee

You have 60 days from the date you receive your order to request a return or exchange. We accept returns on unworn jewelry in its original condition with all original packaging.

Eligible for Return

• Unworn jewelry in original condition
• Original packaging included
• Within 60 days of delivery
  

Bundle and Promotional Returns

If you return part of a bundle order (e.g., one piece from a "Buy 2, Get 1 Free" set), the bundle discount may be recalculated. If returning the items breaks the qualifying threshold (e.g., you return 2 of 3 items), the remaining item will be charged at its full regular price, and the refund adjusted accordingly. To receive a full bundle refund, all items in the bundle must be returned together.

Not Eligible (Final Sale)

• Engraved or personalized items — final sale, no returns
• Items showing signs of wear, damage, or alteration
• Items returned without original packaging
• Free gifts (can be returned but won't affect your refund amount)

How to Start a Return

1. Email contact@onyxelle.ca with your order number and reason for return.
2. Our team responds within 24 hours with return instructions and authorization.
3. Pack the item securely with original packaging.
4. Ship to: 4520 Boul. des Récollets, Trois-Rivières, QC G9A 0H5, Canada

Return Shipping Costs

If your item is defective, damaged, or we shipped the wrong product: we cover return shipping. We send you a prepaid return label.

If you changed your mind or ordered the wrong size/style: you cover the return shipping cost. We recommend a tracked service.

Refund Timing

Once we receive and inspect your return, we issue a refund to your original payment method within 5–7 business days. Your bank may take an additional 3–10 business days to display the credit.

Exchanges

The fastest way to exchange is to (1) request a return for refund, (2) place a new order for the item you actually want.

Damaged or Defective Items

If your item arrives damaged or develops a defect within 60 days of purchase, email contact@onyxelle.ca with photos. We'll replace the item or issue a full refund — your choice.

Lifetime Tarnish Guarantee

Beyond the 60-day window, every ONYXELLE piece is protected by our Lifetime Tarnish Guarantee. If your jewelry tarnishes or fades during normal everyday wear, we'll replace it free of charge for life.

Order Cancellation

You can cancel an order within 2 hours of placement, before it enters processing. After that, the order ships and standard return process applies.

Late or Missing Refunds

If you haven't received your refund 14 business days after we confirmed it was issued, contact your bank first, then email us at contact@onyxelle.ca.

Contact

ONYXELLE — operated by Cynthia Paradis, doing business as ONYXELLE
4520 Boul. des Récollets, Trois-Rivières, QC G9A 0H5, Canada
Email: contact@onyxelle.ca
Phone: 1-819-967-2248
Hours: Monday–Friday 8:30 AM – 7:00 PM EST · Saturday 10:00 AM – 5:00 PM EST