Returns & Refunds Policy
At Onex, all our products are new and in their original packaging. However, due to manufacturer or logistics errors, defects or problems may occur and we’ll do our very best to resolve your issue as soon as possible.
We have an immediate return policy – therein please check your orders before accepting it from the delivery rider.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at orders@Onex.lk. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you have other questions, you can directly contact us at orders@Onex.lk
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product.
The customer must provide/upload all the required images & videos with a short-detailed description that will help the team investigate the case.
Exceptions / Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Products which are part of any sale/promotional offer cannot be refunded unless they are flawed.
We hope you enjoy shopping with us!
If you have any questions about our Returns and Refunds Policy, please contact us:
- By phone number: (077) 712 9412
- By email: firstname.lastname@example.org