Refund & return policy.
Changed your mind or received something that is not right? You have 7 days to return an item to ONYXA for a refund. After that, we cannot accept returns or refunds.
The 7-day return window
You may return an item and request a refund within 7 days of receiving it. The 7 days start on the day your order is delivered or, if you collected it from us, the day you collected it.
What can be returned
To qualify for a refund, your return must meet all of the following:
- You contact us within 7 days of receiving the item.
- The item is in the same condition you received it, unused and undamaged.
- It comes with its original packaging, accessories, box and documents.
- You can show proof of purchase, such as your order number, receipt or payment confirmation.
Faulty, damaged or wrong items
If your item arrives faulty, damaged or is not what you ordered, tell us within the same 7 days with clear photos or a short video. We will arrange a replacement or a refund once we have checked the item.
Returns we cannot accept
We cannot accept a return or refund in these cases:
- The request is made after 7 days.
- The item is damaged, scratched, water-damaged or otherwise misused after delivery.
- The item is missing its original box, accessories or serial number, or has been tampered with or repaired by someone other than ONYXA.
- There is no proof of purchase.
How to make a return
It takes a few simple steps:
- Contact us within 7 days on WhatsApp, by phone or at hello@onyxa.co.ke with your order number and the reason for the return.
- We confirm that your request is within the window and tell you where to bring or send the item.
- Return the item securely packed in its original box with all accessories. Please do not send anything back before we confirm.
- We inspect it when it arrives and confirm your refund or replacement.
How refunds are paid
Once your return is approved, the refund goes back to the original payment method, for example M-Pesa, card or bank transfer. We will tell you when it has been sent, and your bank or mobile money provider may take a little time to show it.
Delivery fees are not refunded, unless the item arrived faulty, damaged or incorrect.
Exchanges
If you would rather swap an item for a different one, ask us within the same 7 days. The same conditions apply, and any difference in price is settled before the exchange.
Need to make a return?
Contact us within 7 days of receiving your order with your order number and we will take it from there.