Simple returns, handled with care.

2. Scope of This Returns Policy

This policy applies to eligible physical products sold by or associated with Northern Onyx through:

• Our official website, if direct checkout is available.
• Amazon marketplace listings.
• Amazon FBA or Amazon-supported fulfillment channels.
• Approved retail partners, marketplaces, wholesale accounts, or business channels.
• Replacement shipments or support cases authorized by Northern Onyx.

This policy does not apply to products sold by unrelated third-party sellers, counterfeit items, unauthorized resellers, used marketplace listings, or products not verified as Northern Onyx products.

3. Quick Summary

The table below summarizes our general approach. The exact return rules for your order may depend on the sales channel, product category, platform policy, item condition, and applicable law.

4. Amazon and FBA Returns

If you purchased a Northern Onyx product through Amazon, your return, refund, exchange, replacement, shipping label, return tracking, and support process may be handled by Amazon.

For Amazon orders, please begin by visiting your Amazon account, locating the relevant order, and selecting the available return or support option. Amazon may determine return eligibility, return windows, shipping label options, refund timing, replacement eligibility, and customer support outcomes based on Amazon’s policies and the product listing.

FBA-Fulfilled Orders

For products fulfilled by Amazon FBA, Amazon may receive, inspect, process, refund, replace, or dispose of returned inventory according to its fulfillment and customer returns policies. Northern Onyx may not be able to override Amazon’s decision or access all return details.

Marketplace Policy Controls

If there is a difference between this Returns Policy and the return terms displayed by Amazon or another marketplace at the time of purchase, the marketplace-specific policy may control that transaction.

5. Return Eligibility

A product may be eligible for return if it meets all applicable return requirements, including the return window, item condition, proof of purchase, product category rules, and platform-specific procedures.

Generally Eligible Items

• Items returned within the applicable return window.
• Items purchased from Northern Onyx or an approved retail channel.
• Items returned in new, unused, clean, and complete condition where required.
• Items returned with original packaging, accessories, manuals, inserts, and proof of purchase where applicable.
• Items approved for return through the platform or Northern Onyx support.

Proof of Purchase

We may require proof of purchase before approving a return, refund, replacement, exchange, or warranty-related support request. Proof of purchase may include an order number, receipt, marketplace confirmation, invoice, or other verification.

6. Return Window

For direct purchases from Northern Onyx, eligible products may generally be returned within 30 days of delivery, unless a different window is stated on the product page, checkout page, invoice, receipt, written agreement, or applicable law.

For Amazon or marketplace purchases, the applicable return window is usually shown in your order page or the marketplace return center. Some products may have shorter, longer, seasonal, or category-specific return windows.

Return Window Start Date

The return window generally begins on the date the product is marked delivered by the carrier, marketplace, or fulfillment provider.

Holiday or Promotional Return Windows

During certain promotional or holiday periods, a marketplace or retailer may offer an extended return window. Extended windows apply only when expressly stated by the platform, product listing, order page, or written offer.

7. Required Item Condition

Returned products must be sent back in the condition required by the platform or return authorization. Unless otherwise approved, returned items should be:

• Unused, clean, undamaged, and complete.
• Returned with original packaging where available.
• Returned with all accessories, manuals, parts, labels, inserts, and protective materials.
• Free from excessive wear, odors, stains, modifications, misuse, or damage caused after delivery.
• Packaged safely to prevent damage during return transit.

Items that are used, damaged, incomplete, altered, missing parts, missing packaging, or returned in poor condition may be rejected, partially refunded, sent back, or handled according to the marketplace’s inspection process.

8. Non-Returnable or Restricted Items

Some products may be non-returnable or subject to special return rules due to product type, safety, hygiene, regulatory restrictions, marketplace rules, final sale status, or condition after delivery.

Items That May Be Non-Returnable

• Items marked “Final Sale,” “Non-Returnable,” or similar wording at purchase.
• Opened, used, or altered items where hygiene, safety, or quality standards apply.
• Consumable, perishable, personal care, intimate, sanitary, or health-sensitive products where applicable.
• Customized, personalized, made-to-order, or special-order products.
• Gift cards, downloadable items, digital goods, or non-physical services.
• Items damaged by misuse, improper installation, negligence, accidents, unauthorized repair, or modification.
• Items missing serial numbers, labels, accessories, manuals, parts, or original packaging where required.
• Products purchased from unauthorized sellers, liquidation channels, or unverified resale sources.

This section does not limit any rights you may have for defective, damaged, incorrect, or misdescribed products under applicable law or marketplace policy.

9. How to Start a Return

The return process depends on where you purchased the product.

10. Return Authorization and Instructions

Some returns require authorization before shipment. Return authorization may include a return merchandise authorization number, shipping label, carrier instructions, inspection requirements, or return address.

Products must be returned to the address provided in the return instructions. The return address may differ from our business address and may depend on the marketplace, fulfillment center, carrier, product, or support case.

Unauthorized Returns

Items returned without authorization, without a valid label, outside the return window, to the wrong address, or without required information may not be accepted or refunded.

11. Return Shipping Costs

Return shipping costs depend on the reason for the return, the sales channel, product condition, marketplace rules, carrier, and applicable law.

Original shipping fees, expedited shipping fees, gift wrapping, handling charges, import charges, duties, and other service fees may be non-refundable unless required by law or platform policy.

12. Refunds

Refunds are generally issued to the original payment method used for the purchase. If the order was placed through Amazon or another marketplace, that platform may control refund approval, refund amount, refund method, and refund timing.

Refund Timing

Refund timing may depend on when the returned item is received, scanned, inspected, and approved. After a refund is issued, your bank, card issuer, payment processor, or marketplace account may require additional time to post the funds.

Partial Refunds

A partial refund may be issued where permitted if an item is returned used, damaged, incomplete, missing parts, missing packaging, late, or in a condition different from how it was received.

Refund Deductions

Refunds may be reduced by return shipping costs, restocking costs, missing item value, damage, service fees, non-refundable shipping charges, or other permitted deductions depending on the order channel and applicable policy.

Refunds Without Return

In limited cases, Northern Onyx or a marketplace may issue a refund or replacement without requiring the item to be returned. This decision is made case by case and does not create an obligation to provide the same resolution in future cases.

13. Exchanges and Replacements

Exchanges and replacements may be available depending on inventory, product type, sales channel, return reason, item condition, and platform rules.

When Replacements May Be Available

• The item arrived damaged.
• The item was defective or not functioning as intended.
• The wrong product was shipped.
• Parts or accessories were missing and cannot be supplied separately.
• The marketplace or Northern Onyx approves a replacement under the applicable policy.

If a replacement is unavailable, a refund, partial refund, parts support, or alternative resolution may be offered where appropriate.

14. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please report the issue promptly through the purchase platform or by contacting Northern Onyx support.

What to Include

• Order number.
• Tracking number, if available.
• Clear photos of the shipping box or mailer.
• Clear photos of the product and any damage.
• Clear photos of the shipping label.
• A short description of the issue.
• Whether the package appeared opened, crushed, wet, torn, or resealed.

Please keep all packaging, labels, inserts, manuals, accessories, and damaged materials until the issue is resolved. A carrier, marketplace, or fulfillment provider may require inspection.

Reporting Timeframe

Damage, defect, missing item, or wrong-item issues should be reported as soon as possible after delivery. Delayed reports may limit the available support options, especially if packaging has been discarded or the return window has expired.

15. Missing Parts, Accessories, or Manuals

If your product arrives missing a part, accessory, insert, manual, or component, contact us or the purchase platform with your order details.

Depending on the product and inventory availability, we may help provide missing parts, replacement accessories, troubleshooting instructions, a replacement item, a return authorization, or a refund solution.

Support may be limited if the item was purchased used, from an unauthorized reseller, through liquidation, or without proof of purchase.

16. Inspection and Return Review

Returned items may be inspected by Amazon, another marketplace, a fulfillment center, a carrier, a third-party logistics provider, or Northern Onyx.

Inspection may review product identity, item condition, serial number or label where applicable, completeness, packaging, damage, signs of use, misuse, missing accessories, and consistency with the stated return reason.

Possible Outcomes

• Return approved and full refund issued.
• Return approved and partial refund issued.
• Replacement or exchange approved.
• Parts support or troubleshooting offered.
• Return rejected due to condition, lateness, ineligibility, or policy violation.
• Additional information requested before resolution.

17. Late Returns

Returns requested or received after the applicable return window may be denied unless required by law, permitted by marketplace policy, or approved by Northern Onyx in writing.

If a late return is accepted as an exception, it may be subject to inspection, reduced refund, store credit, replacement only, or other conditions. Accepting a late return in one case does not require us to accept late returns in other cases.

18. Gift Returns

If a product was purchased as a gift through Amazon or another retail partner, gift return options may depend on that platform’s gift return process.

Refunds for gift returns may be issued as store credit, gift balance, original payment method refund, replacement, or another platform-approved method depending on the order and marketplace rules.

For direct gift purchases from Northern Onyx, please contact support with the order number, purchaser information if available, recipient details, and reason for return.

19. International Returns

Northern Onyx primarily serves the United States. International returns may be unavailable, limited, costly, or governed by the marketplace or retailer where the purchase was made.

Customers may be responsible for international return shipping, customs documents, duties, taxes, brokerage fees, tariffs, import charges, and other cross-border costs unless the purchase platform states otherwise or applicable law requires otherwise.

We are not responsible for customs delays, refused imports, abandoned packages, unpaid duties, or return shipments blocked by destination or origin country restrictions.

20. Wholesale, Trade, and Bulk Order Returns

Wholesale, trade, distributor, and bulk order returns may be governed by a separate written agreement, invoice, purchase order, wholesale terms, or business account policy.

Unless otherwise stated in writing, bulk orders may be final sale or may require written approval before return. Return eligibility may depend on product condition, unopened case quantity, resale condition, packaging, inventory status, and timing.

Business Return Requirements

• Invoice number or purchase order number.
• Quantity requested for return.
• Reason for return.
• Photos of product condition, packaging, cartons, and labels.
• Confirmation that units are unused, complete, and resale-ready where required.

21. Return Abuse, Fraud, and Policy Violations

We reserve the right to deny a return, refund, exchange, replacement, or support request where we suspect return abuse, fraud, misrepresentation, policy violations, product switching, altered products, missing items, false damage claims, excessive returns, unauthorized resale activity, or other improper conduct.

We may cooperate with marketplaces, carriers, payment processors, fulfillment providers, fraud prevention services, legal advisors, or law enforcement where appropriate.

Nothing in this section limits legitimate consumer rights under applicable law or marketplace policy.

22. Chargebacks and Payment Disputes

If you have a problem with an order, please contact the platform where you purchased the product or Northern Onyx support before opening a payment dispute. Many issues can be resolved faster through the proper return or support process.

If a chargeback or payment dispute is opened, the marketplace, payment processor, bank, or card issuer may control the review process. We may provide order records, tracking, delivery confirmation, return details, communications, and other relevant documentation as part of the dispute process.

23. Changes to This Returns Policy

We may update this Returns Policy from time to time to reflect changes in our products, retail channels, fulfillment partners, marketplace rules, legal requirements, customer support procedures, or business operations.

When we update this policy, we will revise the “Effective Date” or “Last Updated” date above. The version posted on this page is the current version unless otherwise stated.

24. Contact Us

For return questions, damaged item reports, incorrect item support, replacement requests, wholesale returns, or business inquiries, contact us using the details below.