Refund policy


Return Policy for Onyx Growth Limited

Effective Date: 11.12.2024

Onyx Growth Limited is committed to providing high-quality products and exceptional service. This policy outlines your rights and obligations concerning returns, refunds, and exchanges in accordance with applicable UK laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013.

1. Right to Return

You have the right to request a return or refund under the following conditions:

  • Change of Mind: Returns for non-defective items must be initiated within 30 days of receipt.
  • Defective or Damaged Items: Returns for items with manufacturing defects or damage caused during shipping must be initiated within 7 days of delivery.
  • Incorrect Orders: If you received the wrong item, please notify us within 7 days of delivery.

2. Conditions for Returns

To qualify for a return, you must ensure the following:

  • The item is unused, undamaged, and in its original packaging with all accessories, tags, and manuals included.
  • The item is not listed as non-returnable (e.g., customized products, perishable goods).

You must provide proof of purchase, such as a receipt, order confirmation, or invoice.

Exclusions:
Certain items are non-returnable under this policy:

  • Items marked as final sale or non-returnable on the product page.
  • Digital goods once downloaded.
  • Any items that have been tampered with or modified.

3. Return Process

Step 1: Contact our Customer Service team via support@akyvo.com to request a Return Authorization (RA) number. You must include:

  • Your order number.
  • A description of the reason for the return.
  • Photos or evidence, if applicable (e.g., for defective items).

Step 2: Once approved, you will receive an RA number and instructions for shipping the return.

Step 3: Pack the item securely in its original packaging, clearly marking the RA number on the shipping label, and ship it to the return address provided.

Shipping Costs:

  • Customer-Initiated Returns (e.g., change of mind): Customers are responsible for return shipping fees.
  • Company-Initiated Returns (e.g., defective or incorrect items): We will cover the return shipping costs.

4. Refunds

Refunds will be processed once the returned item has been received and inspected. You will be notified of the refund approval status within 5 business days. Refunds will be issued within 7 working days after approval, depending on your payment provider.

Refund Methods:

  • Refunds will be issued to the original payment method unless otherwise agreed upon.
  • Processing times may vary depending on your payment provider.

Deductions:

  • Shipping fees and applicable taxes are non-refundable unless required by law.

5. Exchanges

Exchanges are only available for items that meet the eligibility criteria for returns. Please follow the return process and specify the replacement item during your request. All exchanges are subject to stock availability.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately:

  • Include photos or videos as evidence.
  • Specify whether you prefer a replacement, refund, or repair (if applicable).

We will cover shipping costs for returning defective or incorrect items and send replacements promptly.

7. Consumer Rights

This policy is in addition to your statutory rights under UK consumer law, including:

  • The Consumer Rights Act 2015: Goods must be as described, fit for purpose, and of satisfactory quality.
  • The Consumer Contracts Regulations 2013: You have the right to cancel and receive a full refund for online purchases within 14 days of receipt.

If you believe your rights have been violated, you may seek advice from Citizens Advice or Trading Standards.

8. Contact Information

If you have any questions or need further assistance, please contact us:

  • Email: support@akyvo.com

By ensuring compliance with local and international laws, providing clear communication, and detailing customer rights, this policy should meet all legal and regulatory requirements. If you have specific legal concerns, consider consulting a legal expert specializing in e-commerce and consumer protection.