Refund & Return Policy
Here at ONIX Designs formerly INUI Designs want you to be 100% satisfied with every item that you purchase from us. If there is a problem with your purchased item, we will gladly provide you with a refund under the following conditions:
(1) We offer refunds in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").
Any benefits set out in the policy may apply in addition to consumer's rights under the Australian Consumer Law.
Please read this policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
(2) AUSTRALIAN CONSUMER LAW
(a) Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For faulty or damaged products, you are entitled:
- to cancel your service contract with us; and
- to a refund in full of product cost using the original method of payment.
(b) We do not offer exchange if sizing is correct. We offer refunds or replacements in accordance with the Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission:
https://www.accc.gov.au/
(f) If a product which you purchased from us has a major defect (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund of product cost once the product is returned to us. If it is not returned to us then you maybe eligible for a partial refund instead.
(g) If a product which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law), then you may still be entitled to a refund excluding any original shipping costs. Such events will be at the discretion of ONIX Designs and will be assessed on a case by case basis.
(3) Refund, Return, Exchange Conditions & Money Back Guarantee
To be eligible for these conditions you must first contact us directly to resolve the matter. 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 you must 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 once the item is returned to us. You can choose between a refund in store credit or a refund to your original payment method. Please note Original shipping costs are non-refundable.
We aim to process any requests for refunds within 7 days of having received them.
3A) Exchanges & Returns
We offer a 14 day return or exchange policy if your item doesn't fit or if your not happy with your order for any reason. To be eligible for returns or exchanges, items must be in their original condition, unwashed, and with all tags intact.
(4) CHANGE OF MIND
If your order 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. However if the order has been shipped or delivered we do not offer any refund if you simply change your mind, or find the same product or service cheaper elsewhere.
(5) PRODUCTS DAMAGED DURING 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. If you wish to return the item, return shipping costs are to be paid by you. If the product is found to have a problem, after investigation we will send you a replacement item for free at no further charge.
If applicable, any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items with which you received the damaged product.
Goods found to be faulty as a result of manufacturing defects are covered by the product warranties. See our Warranty policy for more information.
(5.1) Package Protection
Package Protection is an optional add-on available at checkout. When purchased, it covers your order against loss, theft, or damage occurring during shipping.
For the purposes of this policy, "damage" refers to a fault that renders the product unsafe, substantially unfit for its intended purpose, or unable to be easily and quickly restored to its original condition by the customer. Cosmetic issues that can reasonably be corrected by hand (such as a bent or misshapen item that can be reshaped back to its original form) do not constitute damage for the purposes of a Package Protection claim, and are instead addressed as follows.
Where an issue does not amount to damage as defined above (i.e. a non-major failure), and is covered by Package Protection, the customer may be eligible for one of the following, at our discretion:
- A refund of up to 50% of the product cost, with no requirement to return the item; or
- A replacement item, provided the original item is returned to us at the customer's cost. We do not cover return shipping for non-major failures.
Only one remedy applies per claim, and remedy selection is subject to our approval. Where a claim under Package Protection is approved for damage as defined above (a major failure or loss/theft), we will refund the full cost of the product(s) affected.
Package Protection does not cover, and we do not refund, shipping costs (including priority shipping) or the Package Protection fee itself — these charges cover the shipping service and the protection coverage provided, and are non-refundable regardless of claim outcome.
Package Protection does not apply where the order was delivered to the address provided and is not lost, stolen, or damaged in transit as defined above. Claims must be submitted with supporting evidence (e.g. photos or video of the item/packaging) within the timeframe specified in our Refund Policy.
Purchasing Package Protection, or completing a purchase through our website, constitutes acceptance of this policy and our Shipping and Refund Policies in full.
(6) EXCEPTIONS
Notwithstanding the other provisions of this Policy, we may refuse to provide a refund or replacement for a product you purchased if:
(a) You misused said product in a way which caused the problem.
(b) You knew, or were made aware of the problem(s) with the product before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
(7) SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one of more Consumer Guarantees under the Australian Consumer Law OR for any Returning items, we will not bear the cost of shipping the said product (the "Returned Product) back to us. In the case of shipping a replacement item, the shipping costs will be covered by us.
(b) If the Returned Product is to be posted, then you are responsible for organizing for the Returned Product to be returned to us. We highly recommend that you use a postal service with a tracking number, as we will not be responsible for items that are lost or damaged in transit to us.
(8) RESPONSE TIME
We aim to process any requests for refunds within 7 days of having received them.
(9) HOW TO GET A REFUND
(a) You must contact us to discuss a refund or return using the details provided at the end of this policy.
(b) Refunds will be issued using the same payment method, and onto the same account or credit card, as the original purchase transaction.
(c) You must provide proof of purchase in order to be eligible for a refund or return.
(d) You may be required to present a government issued identification document in order to be eligible for a refund.
(10) CONTACT US
If you wish to speak to us about this Policy, or about any refund, you may contact us at: info@onixdesigns.com