Effective Date: October 17, 2025
Website: https://onxyen.shop
Return Eligibility
To be eligible for a return:
- Eligible claims are limited to misprinted, damaged, or defective items, which must be reported within 30 days of receiving your order.
- Claims for lost packages must be submitted within 30 days of the estimated delivery date.
- Claims deemed an error on our part will be covered at our expense.
- Your item must be unused, in the same condition that you received it, and in the original packaging.
Reasons for Returns
- Incorrect Shipping Address
If the address provided at checkout is deemed insufficient by the courier, the package will be returned to our facility. Once we’ve confirmed an updated address with you, you will be responsible for any reshipment costs. - Damaged Items
If your item arrives damaged, please email us at admin@onxyen.shop with clear photos of the damage so we can verify and resolve the issue. - Missing or Incorrect Items
If your order is missing items or includes incorrect products, please send photos to admin@onxyen.shop for verification and support. - Size Issues
If the item you received is the correct size ordered but does not fit as expected, and the product is unused and in perfect condition, we unfortunately cannot process a return or exchange. For example, if you ordered a size S but intended to purchase an XL, this would be considered a misorder. In such cases, please contact us at admin@onxyen.shop and we’ll do our best to assist you.
To initiate a return, please email us at admin@onxyen.shop with your order number, photos of the issue (if applicable), and a brief description.
Return Address & Processing
Returns are automatically directed to our fulfillment partner. Once a returned shipment is received, you’ll receive an email notification. Please note:
- Unclaimed returns are donated to charity after 30 days.
- If provided facility address is not used as the return address, ONXYEN is not liable for the returned shipment.
Non-Returnable Items
- Face masks and other sealed goods (due to hygiene regulations)
- Gift cards
- Sale or discounted items
- Accessories (due to hygiene concerns)
- Items returned due to buyer’s remorse (except for customers in Brazil)
Size Exchanges
We do not offer refunds or exchanges for incorrect size selection. If you wish to reorder a different size, a new order must be placed at your expense. Please refer to our sizing guide before purchasing.
International & EU Customers
Customers in Brazil may request a return within 7 days of receiving the item by contacting us with a photo of the product. Refunds will not be issued if the item has been used or damaged.
EU consumers: According to Directive 2011/83/EU, the right of withdrawal does not apply to:
- Goods made to the consumer’s specifications or clearly personalized
- Sealed goods unsealed after delivery and unsuitable for return due to health protection or hygiene reasons
ONXYEN reserves the right to refuse returns at its sole discretion.
Reasons for Refunds
Refunds are issued only for the following verified issues:
- Received the wrong item(s) – please send pictures for verification
- Received a damaged item(s) – please send pictures for verification
- Received an incomplete order or did not receive the order at all
- Accessories cannot be returned for hygiene purposes
Refunds & Shipping Costs
- You are responsible for paying your own return shipping costs.
- Shipping costs are non-refundable.
- If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds will be processed once the returned item is received and inspected. You will be notified via email. Please allow up to 10 business days for the refund to reflect in your account.
If you haven’t received your refund:
- Check your bank account
- Contact your credit card company
- Contact your bank
- If still unresolved, email us at admin@onxyen.shop
Reshipments
- If your order was returned due to an incorrect address or was unclaimed, you are responsible for reshipment costs.
- Orders that cannot be delivered due to unpaid import fees are not eligible for refund or reshipment.
Important Notes
- Orders already in fulfillment cannot be canceled or changed.
- The return address is listed on your packing slip.
- Orders remain in our fulfillment center for 30 days before being donated or disposed of.