Refund policy

Refund & Return Policy

Last updated: 21 June 2026

We want you to wake up better with OnyxWake. If you're not satisfied, we offer a 100-day return guarantee in addition to your statutory rights under EU law.

100-Day Guarantee

You have 100 days from the date you receive your order to request a return for a refund or exchange. To be eligible, the item should be in the same condition you received it — unused or gently tested, with all original packaging where possible.

EU right of withdrawal (14 days)

As a consumer in the EU, you also have the legal right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Our 100-day guarantee is more generous and runs alongside this right. To use the legal right of withdrawal, inform us by a clear statement (email is fine) within 14 days; you may use the model form at the end of this policy.

How to start a return

Email contact@onyxwake.com with your order number and the reason for the return. We'll reply with return instructions and the return address. Please do not send items back before contacting us.

Refunds

Once we receive and inspect your return, we'll notify you of the approval of your refund. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear.

Return shipping costs

For the 100-day guarantee, the customer is responsible for return shipping costs unless the item is defective or incorrect, in which case we cover return shipping and replacement. For the statutory 14-day withdrawal, you bear the direct cost of returning the goods.

Exchanges

The fastest way to get a different item is to return the original (per the steps above) and place a new order once your return is accepted.

Damaged, defective or wrong items

Please inspect your order on delivery and contact us immediately at contact@onyxwake.com if the item is defective, damaged, or if you received the wrong product, so we can make it right at no cost to you. This does not affect your statutory warranty rights (legal conformity guarantee) under EU/Belgian law.

Items that may not be returnable

For hygiene reasons, items that have been heavily used or are not in resaleable condition may not be eligible for a full refund. We'll always assess fairly and in line with your legal rights.

Model withdrawal form (EU)

(Complete and return this form only if you wish to withdraw from the contract.) To: OnyxWake, Kleine Daalstraat 45, 1930 Zaventem, contact@onyxwake.com — I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________________ — Ordered on / received on: ____________________ — Name of consumer(s): ____________________ — Address of consumer(s): ____________________ — Date: ____________________

Contact: contact@onyxwake.com