Got Questions? We have Answers

COVID 19 UPDATE

Please be aware, that due to COVID-19, many shipping companies are prioritizing the shipments and receiving of emergency and necessary medical equipment. This could mean that your package may be withheld with the shipping company for an extended period of time which would lead to longer wait times and delays. We hope you understand, as this is something completely out of our control.

SHIPPING

We offer 5-12 Business Day Shipping with trusted courier services depending on where you live. Once your order is placed it will be dispatched within 1-4 Business Days from our warehouse. Some items are stocked in our over seas warehouses and some are stocked domestically, thus the shipping time of items will be subject to where it is shipped from.

 

RETURNS & REFUNDS

General Conditions & Money Back Guarantee

While the goods are in your possession they are your responsibility, if the goods are damaged by you we will not be able to provide a refund. If there is an issue with the quality of the product then let us know within 14 days of delivery and we will investigate the matter, if there is found to be a fault then we will refund you fully. You can choose between a refund in store credit or a refund to your original payment method.

We do not cover the cost for return shipping if you wish to return items. We aim to process any requests for refunds within 7 days of having received them.

Please see the full returns & refund policy for more information.

 

Damaged or Defective Items

While shipping items can get damaged and we understand your frustration. We will issue you a brand new item once we confirm the item was defective or damaged.
If you notice any damage to your goods please notify the delivery driver at the time of delivery. If you notice damage to the goods within 24 hours of receiving the delivery please contact us. We will need pictures of the damage and we cannot accept damage claims after this 24 hour period as we cannot determine when or how the damage occurred. 

Goods found to be faulty as a result of manufacturing defects are covered by the product warranties. See our Warranty policy for more information.
We’ll provide return instructions for the damaged or defective item. 

 

 OTHER

How can I cancel my order?

As long as your product has not been  fulfilled by us, we can cancel the order. There is a 5% cancellation fee to cover transaction processing costs.

These charges are not refunded to us by Shopify if we process a cancellation.

We often submit items for fulfilment within a few hours, so the faster you can let us know about the cancellation, the more likely we'll be able to do it.
If your order has been shipped, then you must follow our return policy in order to get refund once you receive your product. 

 

Where are you located?

ONIX operates worldwide and have warehouses in Australia and USA.
Our headquarters is located at Level 2 23 Foster St Surry Hills NSW 2010.

 

If you have any further questions or concerns that we haven't highlighted, please do not hesitate to contact us at: info@onixdesigns.com - we're here to help!