FAQs

1. What is your return policy?

We offer a 20-day return policy for unopened and unused items in their original packaging and resalable condition.

All returns require an authorized Return Merchandise Authorization (RMA). Unauthorized returns cannot be processed or refunded.

Customers are responsible for return shipping costs on change-of-mind returns.

Additional deductions may apply for:

  • Missing parts
  • Damaged packaging
  • Unauthorized returns

Because our recovery gear is wellness and hygiene-sensitive, opened hygiene-related products are not eligible for return or refund.

2. My item arrived damaged or is missing parts. What should I do?

If your product arrives damaged, defective, incorrect, or is missing components, please contact support@bluonyxinc.com within 24-48 hours of delivery.

Please include:

  • Your order number
  • Clear photos or a short video showing the issue
  • A photo of the shipping label and packaging

Once verified, our team will provide authorized return instructions.

3. Can I return my order if I simply changed my mind?

Yes. Unopened items in their original, unused, and resalable condition may be returned within 20 days of delivery.

For change-of-mind returns:

  • The customer is responsible for return shipping costs.
  • An authorized RMA is required before shipping any item back.
  • Do not send items to the warehouse address listed on your shipping label.

Non-Returnable Items

  • Final Sale items
  • Opened hygiene-related products
  • Missing accessories
  • Items showing signs of use
  • Customized or special-order items
  • Items without original packaging
  • Products damaged due to customer misuse

4. Do your products come with a warranty?

Yes. All products include a 12-month manufacturer's warranty covering manufacturing defects and mechanical failures.

Warranty claims are administered according to the manufacturer's warranty terms. Blu Onyx will assist customers by providing proof of purchase and helping connect customers with the manufacturer to support the warranty process.

For certain products, including some Relax Products, warranty claims may be handled directly through the manufacturer.

5. How do I request a return or file a warranty claim?

To initiate a return, replacement request, or warranty claim, email support@bluonyxinc.com with:

  • Your order number
  • Details of the issue or request
  • Photos or videos (if applicable)

Our team reviews requests within 24 hours and will provide the next steps or return instructions.

6. How long does it take to receive my refund?

Once your returned item is received and inspected, refunds are typically processed within 48 hours.

Depending on your payment method:

  • PayPal: 1-2 business days
  • Credit Card: 3-15 business days
  • Affirm: 3-14 business days

Refunds are always issued back to the original payment method used during checkout.

7. Can I cancel or modify my order after placing it?

Yes, if your order has not yet shipped.

To request a cancellation or make changes, please contact support@bluonyxinc.com immediately after placing your order.

Orders may only be canceled or modified before shipment.

Once an order has been dispatched from our warehouse, it cannot be canceled or redirected.

8. Where do your products ship from?

We utilize multiple fulfillment warehouses across the United States.

Orders automatically ship from the warehouse closest to your delivery address whenever possible to ensure efficient delivery.

Processing Time: 2-3 Business Days

Delivery Time: 2-6 Business Days for most orders.

Heavy or oversized products may require additional transit time and shipping charges.

9. Do certain products have different return requirements?

Yes. Some products supplied by third-party manufacturers, including certain Relax Products may be subject to additional manufacturer return conditions, restocking fees, or warranty procedures.

For Relax Products:

  • Unopened and unused items may be eligible for return within the applicable return window.
  • Customers are responsible for return shipping costs.
  • Certain products may be subject to manufacturer-imposed restocking fees.
  • Warranty claims may be administered directly through the manufacturer.
  • Blu Onyx will assist customers with warranty information and manufacturer contact details when needed.

All returns still require prior authorization from Blu Onyx before returning any item.

For assistance, contact support@bluonyxinc.com.