Refund policy

RETURN POLICY (For orders shipped within INDIA) 

If you think, you have received the product in a bad condition or if the packaging is tampered with or damaged before delivery, please refuse to accept the package and return the package to the delivery person. Also, please email us at support@onexwatches.com mentioning your Order ID. We will personally ensure that a brand new replacement is issued to you at no additional cost. 

Note: We will refund under those circumstances where our logistic partner has been unable to deliver the product, even after repeated efforts due to the customer's unavailability. Although while making the refund, we will deduct from the amount paid all the costs incurred by Onex like shipment expenses both to and from, customs paid and any other charges.

The refund or replacement will only be processed upon receipt & verification of the complete product with packaging & accessories. The cost of any missing or damaged items (including the box) apart from those notified by you, will be debited from the advance payment done & the remaining payment will be refunded or credited to Onex Wallet as per policy. 

Note: If a replacement is demanded, then the cost of any missing items needs to be paid in advance, prior to the shipment of the replacement product. Under no condition refund or replacement will be provided for any defect-free product, on the basis of look & feel or minor differences i.e. shade, color, size, or quality.

If the unsatisfied with the product delivered then he/she can raise a return request. Email us UNPACKING Video and all the necessary proof at support@onexwatches.com within 48 Hours of delivery, however, this is subject to the fulfillment of other requirements. Please take note of the below-mentioned points:

·Those claims reached to us within 48 hours of the delivery shall only be entertained for the defective claims and thereafter all claims shall be covered under the warranty.

·To return the product, the customer has to make sure that the product is not used, worn, damaged, and in original condition, including all the price tags, labels, manuals, warranty cards, original and non-damaged box in which the product has been received, original transit worthy outer packaging to pack and return, Brand retail packaging in the fresh original condition as was received, invoice, the original packaging of the product. Tags should be attached to the product in its original condition, if tags are unattached or cut from the product by any means the return or exchange will not be accepted

·If the product is been found to be damaged, soiled, altered, used, or not in its original condition, it would not be eligible for return/replacement and will be sent back to the customer.

·Products marked as "non-returnable" on the product detail page cannot be returned.

Any offer availed with a cart level criterion shall be reversed and debited to the refund amount whenever a partial return is requested which disqualifies the applicability of the said criterion.

After analyzing the reason/reasons for return, if satisfied, Onex will arrange a pick-up from your place (reverse pick-up may not be available on selected pin codes).

We have two options for processing such returns:-

·Store Credit– We add an amount equal to the product value to your 'Onex' Wallet Account. You can use this credit amount during your next purchase with us. Store Credit will be issued only after we receive back the product and validate the return.

·Bank Refund- We refund the amount minus Rs.100/-(adjusted towards shipping & re-stocking charges) per product as per the “Amount Refund Policy”.

In case due to certain circumstances if you fail to raise the return request within 48 hours or you are unable to return the shipment within the time frame, then No bank refunds or cash refunds are to be issued. Only Store credit will be credited into your ONEX wallet account.

When you return the product to the Courier/ Shipment Executive, it is mandatory to take a receipt (physical or through message). In case of, a lost shipment will need proof of return you.

The refund process takes 4-7 days after the product is received back to our Onex warehouse.

Note: Return requests are not accepted through any other medium like Facebook / Instagram chat / WhatsApp chat or Phone call.

RETURN POLICY (For International Orders - USA, UK, Canada, etc)

If unfortunately, you wish to cancel the order, please do it before your order gets shipped.

Once the product goes into the customization process the order cannot be canceled or returned.

Currently, we do not accept any returns or exchanges of our products in case of international orders. Except for those cases where a defective product has been delivered. 

You are required to report the defect within 2 days of receipt of the product either by calling us at +91 903399522 (Monday to Saturday IST From 11 am to 7 pm) or by writing to us at Support@onexwatches.com.

You shall return the defective product unused and in the same condition as you received it, in its original packaging, along with the invoice for a refund. Note: The customer is responsible for sending the product back to our address and all shipping charges (to and from) have to be borne by the customer.

Customers should not return the product before receiving a confirmation mail from Onex about the same.
Once we receive the products, a strict quality check would be done by our team. Please make sure that the original packing is intact when you courier it back to us.
The amount refunded to you would be only for the products. 5% of the PayPal transaction amount will be deducted from the refund. 
Refunds will be processed in the form of Refund or Store credit (after deducting all shipping charges), Store credit can be used for future purchases on our Onex Web store
We will refund under those circumstances where our logistic partner has been unable to deliver the product, even after repeated efforts due to the customer's unavailability. Although while making the refund, we will deduct from the amount paid all the costs incurred by Onex like shipment expenses both to and from, customs paid, and any other charges.

Payment Refund Policy

Once the refund process is initiated, the Refund amount after a deductible (if any) will be refunded to your account via the same payment mode that you had used to make the transaction 

In the case of COD, the amount can be refunded either through cheque or online transfer as NEFT (National Electronic Fund Transfer). The mode of refund depends on the customer’s choice:

·If the customer provides a canceled cheque with the returned product then the refund can be made within 7-15 working days & the amount will be refunded directly into the customer's account through online transfer as NEFT. 

·If the customer doesn't provide any canceled cheque then amount will be refunded through cheque in the customer’s name only, which will be sent by courier at the address provided by the customer at the time of registering/placing the order. It may take up to 30 working days.

In cases where the debit/credit card used by the customer while placing the order is not in use 

·If the customer provides a canceled cheque with the returned product then the refund can be made within 7-15 working days & the amount will be refunded directly into the customer's account through online transfer as NEFT. 

·If the customer doesn't provide any canceled cheque then amount will be refunded through cheque in the customer’s name only, which will be sent by courier at the address provided by the customer at the time of registering/placing the order. It may take up to 30 working days.

It may take approx. 14 Working days to complete the refund process. (Onex is not responsible for delays in refund processing because of delays caused by banks, calamities, or national holidays).

How To Rase Return Request?

Login to www.onexwatches.com and check your order tab.

Select the item you want to return.

Click Return, fill the “Return Request Form”, select a reason for return along with the photo/video (Videography for opening the package is mandatory), and submit it for confirmation. Once we get the request for the return, we will process it. We will contact you or you will get a notification to initiate the pickup process after your confirmation

Please refer to “RETURN POLICY” before raising the return request. 

Pack your order in original packaging and mention your name, order number, and mobile number.

Enclose the original invoice, original accessories, warranty cards, original packaging, original boxes, freebies, coupons, other tags (if any), etc.

The product should be in the same condition as you received it.

Post inspection, only after we get a go-ahead from the QA (quality assurance) team the refund process will be initiated.

Note: When you return the product to the Courier/ Shipment Executive, it is mandatory to take a receipt (physical or through message). In case of, a lost shipment will need proof of return from you.

If the product received by the customer is damaged then the same need to be checked while receiving the product from the courier and informing us of the same at the earliest within 48 Hours of delivery. Videography for opening the package is mandatory and needed for the same purpose.

Will there be any return charges?

If the customer is returning the product on the condition that the item received is damaged/defective condition then there would be no extra charges involved. For any other reasons, if applicable, appropriate charges for shipping costs will be deducted from the refund amount. The customer should not accept the product(s) if the packaging is in damaged/tampered condition or the seal is broken at the time of delivery.

Can I cancel a single product from single order containing multiple products?

Yes, you can cancel any single order from your multiple orders, but have to make sure that for combo products, both or all the products will be considered a single product only

Will I still earn a free gift, coupon amount, free shipping, and loyalty points after returning the product?

No, all the free gifts, loyalty points, coupons amount and free shipping, or any other offer earned are part of the original product and must be deducted from the refund amount back to www.onexwatches.com.

My return request is being rejected, why? Under what circumstances return request may be rejected?

Sometimes it becomes impossible to return due to the following:

A return request is made after 48 hours after receiving the product.

The product sent for return is damaged because it is not in the same condition as you received it.

The product you ordered was custom-made for you/ is a limited edition or was specially requested by you.

If the product has been used

If the items are returned without original accessories, warranty cards, original packaging, original boxes, invoice, accessories, freebies, coupons, etc.

If the product is tampered, not the one you received it or physically damaged.

When will I get my refunds?

The refund shall be initiated within 7 to 14 working days of having received back the product, subject to the product being found in its original condition on inspection. Please go through the Amount Refund Policy.

Refund amount still not credited to my account?

If you have received a confirmation mail regarding the refund, then be assured that we have already started the refund process. Although, the time depends from bank to bank which may make the refund process longer. You can contact us again if the refund has not been credited to your account in the 14 days from the date of initiated confirmation of refund in the email.

Why can I not click Cancel Order Button?

If you are not able to cancel your product, it may be due to the following reasons:

Your Order has been shipped

You have ordered a custom-made product

The product is non-refundable

In how much time my cancellation request will be accepted?

If you've requested cancellation and the item has not been shipped, then it will take a maximum of 2-3 business days to initiate a refund for which you will be notified of the same. It may take up to 7-15 days to reflect the same in your account depending on your financial institution.

In case I change my mind about the size picked up, can I replace the order?

Yes, it is possible to return the unused product and order a replacement. Please refer to the Return Policy for details. The Shipping Charges will be applicable extra

What do I do if I receive the wrong product?

You can call us on 9033999533 (Monday to Saturday From 11 am to 7 pm) and write to support@onexwatches.com, to report the incident and cancel the order. If you want to return the product, please do not use it. We will arrange for the pick-up of the unused wrong item from the provided address through our logistic partner and arrange for the refund. For more details, refer to the Return Policy section.

For international orders, please check the International Order section under Return Policy