Refunds

Refunds (if applicable) 

Refunds are not issued for items that fit incorrectly. We will ship you out a better size that you prefer if the current one does not fit correctly. If returning for a refund, once your return is received and inspected we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-10 days depending on your bank.

 

Late or missing refunds (if applicable)

Please allow up to 7-10 business days for your refund to be returned although in most cases a refund will arrive back to you in around 2-4 business days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at refunds@onyxhearts.com.

 

Refunds for Unauthorized Charges

Someone used your credit card to place an order but we cancelled it and you still show that you were charged? You were NOT charged and we do not have the money for the order. If you see your bank account, you'll notice that the charge says PENDING. We recommend you contact your bank if you need further explanation on where your money is if your card was used without your permission. By cancelling the order we've done everything we need to and are not required to do anything else. When a fraudulent purchase comes through in our store it's only authorized the funds so we haven't received them yet. When we cancel an authorization for those funds it will update your bank to release them. We do not create documentation with our letterhead for banks to release holds and all requests will be ignored. Your bank may take additional time to release the hold of those funds, but that is out of our control as all banks will have different rules for when they might release that hold. By contacting the bank, you will help support by saying the amount was only authorized and never captured and they will then be able to give you a time-frame to see those funds again.

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Cancelled Orders (if applicable)

You have the opportunity to cancel your order within 24 hours of placing it free of charge. After 24 hours you will be charged a restocking fee of $15.00 for the immediate cancellation.

 

Exchanges (if applicable)

We only replace items if they are incorrect sizing, defective or damaged. If you need to exchange it for the same item, please send us an email at returns@onyxhearts.com.

 

Wholesale Orders (if applicable)

If you are a vendor who has placed a wholesale order, our wholesale orders are non-refundable. We only replace items if they are incorrect sizing, defective or damaged. If you need to exchange it for the same item, please send us an email at help@onyxhearts.com.