Refund policy

Last updated: 6 October 2026

We want you to love what you order from Onyxa. If something isn't right, here's exactly how returns, refunds and store credit work. Nothing in this policy limits your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).

1. 7-day cooling-off period

Because you bought online, you may cancel your order and return an item for any reason within 7 days after delivery (section 44 of ECTA).

The item must be unused, in its original packaging and with all accessories.
Email support@onyxa.co.za with your order number before sending anything back. We'll reply with return instructions.
You are responsible for the direct cost of returning the item to us.
We'll refund you to your original payment method within 30 days of your cancellation. In practice, we aim to do it within 5 to 10 business days of receiving the item.

2. Health, hygiene and personal-care products

For health and hygiene reasons, the following items cannot be returned once they have been opened, used, or their seal or packaging has been broken:

All products in our Herbal Health range (drops, powders and other products taken by mouth)
Face masks, sheet masks and hydrogel masks
Teeth-whitening serums, strips and mouth trays
Any other product marked as hygiene-sealed

If you're unhappy with one of these items, contact us within 7 days of delivery. You won't need to send it back. Instead, we'll resolve it with a refund or store credit. We may ask for a photo of the item and your order number so we can process it.

3. Faulty, damaged or incorrect items

Under section 56 of the CPA, if an item is faulty or defective within 6 months of delivery, you may choose a repair, a replacement or a refund. This applies to every product, including health and hygiene items.

Please let us know as soon as possible, ideally within 48 hours of delivery, with your order number and photos of the problem.
If we sent the wrong item or something is missing, we'll send the correct item at no extra cost.
We'll cover the cost of returning faulty or incorrect items.

This doesn't cover damage caused by misuse, accidents, or not following the product instructions.

4. Store credit

Store credit is issued as an Onyxa gift card to your email address. It can be used on anything in our store and is valid for 3 years from the date it is issued.

5. Exchanges

Want a different colour or product? Follow the cooling-off steps above to return the item for a refund, then place a new order. For faulty items, we'll arrange the replacement for you.