Returns & Refunds

You have 30 days from the day your order is delivered to request a return. We use the carrier's delivery date, not the dispatch date.

Unopened products in their original packaging can be returned for any reason within the window. Skincare is a personal-care product, so the seal matters: a bottle, tube or jar that is still sealed can go back for a full refund with no questions asked.

For hygiene reasons we cannot resell an opened cosmetic, so opened products are not returnable simply because you changed your mind.

But if an opened product caused a skin reaction, or turned out to be faulty — a formula that had separated, a wrong or damaged item — email us a photograph and a short description and we will replace it or refund you in full. You do not need to send the product back in that case.

This is why we ask you to patch-test before first use: it is the fastest way to find out a formula does not suit you while the product is still returnable.

Email orders@onyxskinco.store with your order number and which items you want to send back. We reply within one business day with a prepaid shipping label and a reference number.

Every return goes back on a label we issue. We do not publish a returns address and you should not post anything to us unprompted — an unannounced parcel has no reference number attached to it, is difficult to match to an order, and slows the refund down considerably.

Print the label, attach it to the original packaging, and drop the parcel at any carrier location. The label is tracked, so neither of us has to guess where the parcel is.

We do. Return postage is covered on every authorised return, whether the product was faulty or you simply changed your mind about an unopened item. That is what the prepaid label is.

Because the label is ours and it is tracked, a return that goes missing in transit is our problem rather than yours.

We inspect returns on the day they arrive and issue the refund within 5 business days at the latest.

The refund goes back to the card that paid. How quickly it appears is up to your card issuer, and 3–5 business days after we issue it is normal. If it has been longer than 10 business days from our confirmation email, contact us and we will send you the refund reference to give your bank.

Refunds appear on your statement against ONYX CO, the same name as the original charge.

Bottles leak and pumps break in transit despite the packing. Email us within 7 days of delivery with a photograph of the damage — the leaking bottle or broken pump and the outer box — and we will send a replacement or refund you in full, your choice. You do not need to return the damaged item.

Photographs of the outer box matter because they tell us whether to change how we pack that item.

Orders can be cancelled for a full refund at any time before they ship. Email hello@onyxskinco.store with the order number. We usually dispatch within one business day, so cancel promptly.

Once an order has shipped it becomes a return under the terms above.