Refund policy

Last Updated: August 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.

Please read this policy carefully before requesting a return, refund, exchange, 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

"Unused and unopened" means:

• No signs of use
• All factory seals remain intact
• Original packaging is included
• All accessories are included
• All manuals and documentation are included
• Product remains in resalable condition

Eligible Returns Must:

• Include all accessories
• Include all manuals
• Include original packaging
• Not be damaged by the customer
• Be in like-new condition

Return Shipping

Customers are responsible for arranging and paying return shipping costs unless otherwise approved by Blu Onyx.

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
• 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
• Unauthorized returns

Return Authorization Requirement

Please do not return products to the address shown on the original shipping carton.

All returns require an approved Return Merchandise Authorization (RMA) before being returned.

Unauthorized returns cannot be processed or refunded.

An authorized return address will be provided after approval.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or missing parts, contact support@bluonyxinc.com within 24-48 hours of delivery.

Please include:

1. Your order number
2. Photos or videos showing the issue
3. A photo of the shipping carton and shipping label

Once verified, Blu Onyx will provide the appropriate resolution instructions.

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
• Customized or special-order items
• Products without original packaging
• Products damaged due to customer misuse

Relax Product 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.
• Customers must contact Blu Onyx 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 approved warranty-related issue.

Additional Restocking Fees for Relax Products

Certain Relax Products may be subject to manufacturer-imposed restocking fees.

Where applicable:

• Standard Relax Products may be subject to a restocking fee of up to 15%.
• Certain oversized wellness equipment may be subject to higher manufacturer-imposed restocking charges.

Any applicable fees will be disclosed during the return authorization process.

Return & Refund Process

Step 1 – Contact Us

• Email support@bluonyxinc.com with your order information and request.

 

Step 2 – Review

• Our team reviews requests within 24 hours and provides next-step instructions.

 

Step 3 – Return Shipment

• If approved, securely package the item and ship it according to the provided instructions.

 

Step 4 – Refund Processing

• Once the item is received and inspected, eligible refunds are typically processed within 48 hours.

Refund Processing Times

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

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

Standard 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 administered according to the manufacturer's warranty terms.

Blu Onyx will assist customers by:

• Providing proof of purchase
• Helping connect customers with the manufacturer
• Assisting with warranty documentation when required

If a product is determined to have a qualifying manufacturer defect, repair, replacement, or warranty remedies will be provided according to the manufacturer's warranty terms and approval process.

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

Order Cancellations

Orders are processed quickly to ensure fast delivery.

If you need to cancel or modify an order, please 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 outlined 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, exchanges, or warranties, please contact:

support@bluonyxinc.com