Refund policy
Updated: October 10, 2026
Welcome to Blu Onyx. Your satisfaction is important to us, and we are committed to providing a smooth customer experience while maintaining the quality and safety standards of our wellness and recovery products.
How it works: Blu Onyx handles all returns directly — if you need to return an item, you deal with us, not the supplier. Warranty claims, on the other hand, are handled through the supplier under the manufacturer’s warranty — we will provide your proof of purchase and point you to the supplier’s warranty process.
Please read this policy carefully before requesting a return, refund, or warranty claim.
20-Day Return Window
We offer a 20-day return policy for unopened, unused items in their original, resalable packaging.
Definition of unused and unopened:
- No signs of use
- All factory seals remain intact
- Original packaging, accessories, manuals, and documentation are included
- Product remains in resalable condition
Starting a Return
Step 1 — Contact us: Email support@bluonyxinc.com with your order number, the reason for the return, and photos if the item arrived damaged, defective, or incorrect.
Step 2 — We review and authorize: We will respond and review your request — please allow us time, as requests are worked through in the order they are received. If approved, we will provide a Return Merchandise Authorization (RMA) and the return address. Do not ship anything back until your return is authorized — unauthorized returns cannot be processed or refunded.
Step 3 — Ship the return: Securely package the item and ship it according to the instructions we provide.
Step 4 — Refund: Once the item is received and inspected, eligible refunds are typically processed within 48 hours.
Return Shipping
Customers are responsible for arranging and paying return shipping costs unless the return results from a verified Blu Onyx fulfillment error or an approved defective/damaged product claim. Customers are responsible for securely packaging returned items. Blu Onyx is not responsible for items lost, stolen, or damaged during return transit. We recommend using a trackable and insured shipping service. Original shipping charges are non-refundable except when the return is the result of a verified Blu Onyx fulfillment error, an approved defective product claim, or an approved shipping damage claim.
Restocking Fees
Because our wellness and recovery products are subject to strict hygiene and safety standards, eligible returned items may be subject to a 20% restocking fee to cover inspection and processing costs. Additional deductions may apply for missing parts, damaged packaging, or unauthorized returns.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incorrect, or missing parts, contact support@bluonyxinc.com within 48 hours of delivery. Please include your order number, photos or a video showing the issue, and a photo of the shipping carton and shipping label. Once verified, Blu Onyx will handle the claim and provide the appropriate resolution — please report quickly, as fast reporting helps preserve carrier claim eligibility.
Non-Returnable Items
The following items are not eligible for return or refund:
- Final Sale items
- Opened hygiene-related products
- Products showing signs of use
- Products with missing accessories or without original packaging
- Customized or special-order items
- Products damaged due to customer misuse
Relax Products Return Exception
Certain products fulfilled by Relax Saunas and affiliated suppliers (“Relax Products”) may be subject to additional manufacturer return requirements. For Relax Products: all returns must be authorized by Blu Onyx before shipment — contact us before returning any Relax Product. Eligible returns must include original packaging, manuals, accessories, and documentation. Customers are responsible for return shipping costs and proper packaging. Blu Onyx is not responsible for items lost, stolen, or damaged during return transit. Original shipping charges are non-refundable unless the return results from a verified Blu Onyx error or an approved warranty-related issue. Certain Relax Products may be subject to manufacturer-imposed restocking fees — standard Relax Products up to 15%, with higher charges possible for certain oversized wellness equipment. Any applicable fees will be disclosed during the return authorization process.
Refund Timing
Refunds are issued only to the original payment method used at checkout. Typical timelines after the refund is processed:
- PayPal: 1–2 business days
- Credit card: 3–15 business days
- Affirm: 3–14 business days
12-Month Manufacturer’s Warranty
All products are backed by a standard 12-month manufacturer’s warranty covering manufacturing defects and mechanical failures. Warranty claims are handled directly through the supplier under the manufacturer’s warranty terms — Blu Onyx does not administer warranty claims. To make a warranty claim, email support@bluonyxinc.com and we will provide your proof of purchase and point you to the supplier’s warranty process so you can file directly with them. For certain Relax Products, warranty claims are handled directly through the manufacturer.
Order Cancellations
Orders are processed quickly to ensure fast delivery. If you need to cancel or modify an order, contact support@bluonyxinc.com immediately after purchase. Orders may only be canceled or modified before shipment. Once an order has shipped, it cannot be canceled, redirected, or intercepted and will be subject to the return policy above.
Refused Deliveries / Returned Packages
Refused deliveries may result in forfeiture of shipping charges and applicable fees. Packages returned due to an incorrect address supplied by the customer may be subject to additional reshipping charges.
Exchanges
Blu Onyx does not offer direct exchanges. Customers wishing to receive a different product may return an eligible item and place a new order.
Disclaimer: Blu Onyx reserves the right to the final interpretation of this Return & Refund Policy. If you have questions regarding returns, refunds, or warranties, please contact support@bluonyxinc.com.