Refund policy

OUR ONYX CUSTOMER SATISFACTION GAURANTEE – 30-day Return Policy. Which means you have 30 days after receiving your item to request a return.

With the way e-commerce has changed the way we shop it’s important to have the confidence that you are purchasing a quality product.  Here at ONYX Lights, we follow the ACCC Guidelines to offer an exchange or refund in the event you change your mind or your purchase isn't fit for purpose. Please keep in mind all returns requests must be made within 30 days of receiving your order both domestically and internationally. 

To be eligible for a return, your item must be in the same condition that you received it,  and in its original packaging, undamaged, without any modification or markings. You’ll also need the receipt or proof of purchase.

RETURNING ITEM

It is the buyers responsibility to ensure the product is returned to ONYX Lights Warehouse safely and at the buyers expense. Returns and exchanges of products must be in the same condition that you received it, and in its original packaging, undamaged, without any modification or markings.

PLEASE COMPLETE THIS RETURN REQUEST FORM TO START THE PROCESS  ----  RETURN REQUEST FORM  -----

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@theonyxgroup.com.au.

DAMAGES AND ISSUES

Please inspect your order upon delivery 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 adjustments.

PLEASE COMPLETE THIS DEFECTIVE ITEM REQUEST FORM TO START THE PROCESS  ---- DEFECTIVE ITEM REQUEST FORM -----

REFUNDS

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@theonyxgroup.com.au.

RETURNS

Please note, returns of any product for change of mind or incorrect specification ordered incur a 10% re-stocking fee.  This will be deducted for your total refund amount. If you are unsure of product compatibility with your vehicle, please contact us directly for assistance at info@theonyxgroup.com.au.

VOID WARRANTY

All warranties, expressed or implied, are void if we (at our sole discretion) determine that there is sufficient evidence of one or more of the following:

  • Negligence: Improper installation, improper or extreme use, etc.

  • Abuse: Road hazards, Damage beyond the limits of “normal wear and tear.”

  • Unauthorized Repair: Repair service performed by an unauthorized service centre.

  • Disassembly: Includes any unauthorised attempt to open, tamper with or otherwise compromise the integrity of the product.

DAMAGE TO LENSES

Please be aware that certain chemicals cause damage to polycarbonate plastics. Do not use cleaning products that contain any chemicals in the following list.

  • Acetic Acid Aq.

  • Acetone

  • Ammonium Carbonate Aq.

  • Ammonium Chloride Aq.

  • Benzene

  • Calcium Hypochlorite

  • Chloroform

  • Chromic Acid Aq.

  • Ethyl Acetate

  • Ethylene Glycol Aq.

  • Formaldehyde Aq.

  • Citric Acid

  • Heptane

  • Hydrofluoric Acid Aq.

  • Lubricating Oils (Petroleum)

  • Methyl Ethyl Ketone

  • Methyl Chloride

  • Mineral Oils

  • Oleic Acid

  • Ozone

  • Phosphoric Acid Aq.

  • Toluene

  • Turpentine

  • Zinc Chloride Aq.

 

5 YEAR WARRANTY 

0 to 2 years 

Within this time frame any defective product is either repaired or replaced as determined by ONYX Lights. All cost incurred for return shipping, parts and labour will be covered by ONYX Lights.

PLEASE COMPLETE THIS WARRANTY REQUEST FORM TO START A WARRANTY CLAIM  ---- WARRANTY REQUEST FORM ----

2 to 5 years: 

Products determined to have manufacturers faults are strictly repair only. All parts and labour will be covered by ONYX Lights and return shipping costs will be covered by the purchaser.

PLEASE COMPLETE THIS WARRANTY REQUEST FORM TO START A WARRANTY CLAIM  ---- WARRANTY REQUEST FORM ----

MISSING ITEMS CLAIMS 

All purchased items are checked and packaged accordingly before dispatched, if there is anything missing from your order once you have received it, you must notify us within five business days so we can process a missing items claim for you.  

PLEASE COMPLETE THIS MISSING ITEMS REQUEST FORM TO START A MISSING ITEMS CLAIM ---- MISSING ITEMS REQUEST FORM ----