Exchange & Return Policy

For support: info@onyxsneakers.shop | WhatsApp: +20 106 008 8335

1) Return & Exchange Window

  • Returns: within 3 days from the delivery date.

  • Exchanges: within 7 days from the delivery date.

2) Eligibility Conditions (Must Apply)

To be eligible for a return or exchange, the item must be:

  • Unused and in original condition

  • With the original box/packaging (not damaged)

  • With all tags/accessories (if any)

  • Returned with order number / proof of purchase

3) Items Not Eligible

We cannot accept returns or exchanges if:

  • The item is used or shows signs of wear (creases, scratches, dirt, odor, etc.)

  • The box/packaging is missing or damaged

  • The request is submitted after the allowed time

  • The product is marked Final Sale / Clearance (if stated on the product page)

4) Wrong Item / Damaged / Defective Item

If you receive:

  • The wrong item, or

  • An item with a manufacturing defect, or

  • Damage caused during shipping
    Please contact us within 48 hours of delivery with clear photos/video. We will arrange a replacement or return according to the case.

5) How to Request a Return or Exchange

Send us the following:

  • Order number

  • Name + phone number

  • Reason (return / exchange)

  • Photos of the item and the packaging

Contact:

6) Pickup / Shipping Fees

  • If the return/exchange is due to our mistake (wrong item/defect), we cover the shipping.

  • If the return/exchange is due to customer preference (size change, change of mind), shipping fees may apply.

7) Refunds (If Applicable)

After receiving and inspecting the returned item:

  • We will confirm whether the return is approved.

  • Approved refunds (if applicable) will be processed to the original payment method or as store credit, depending on the payment option used and the case.

  • Processing time may take 3–10 business days after approval.

8) Important Notes

  • Please keep the item packed safely to avoid damage during return shipping.

  • Any return/exchange that does not meet the conditions above may be rejected and sent back.