Refund policy

Return & Refund Policy

Onyx & Bloom Boutique

Last updated: 2025
This policy is fully compliant with UAE Federal Law No. 15 of 2020 in respect of Consumer Protection, as amended by Decree-Law No. 5 of 2023, and its Executive Regulations.

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OVERVIEW

At Onyx & Bloom, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. The rights described in this policy are guaranteed by UAE consumer protection legislation and cannot be waived or restricted.

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1. STANDARD RETURNS — 14-DAY WINDOW

You may return any item within 14 days of delivery for a full refund — no reason required and no costs charged to you. This is your legal right under Article 14 of UAE Federal Law No. 15 of 2020.

To be eligible, the item must be:
• Unused and in its original condition
• In its original packaging with all accessories and documentation included
• Free from damage caused by misuse or mishandling after delivery

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2. DEFECTIVE OR NON-CONFORMING ITEMS — 30-DAY WINDOW

If your item arrives defective, damaged, or not as described, you have 30 days from the date of delivery to choose one of the following options, all at no cost to you (Article 15):

• Full refund to your original payment method
• Replacement with an identical or equivalent item
• Free repair of the defective item

If a replacement or repair takes longer than 7 days, we will provide you with a comparable item to use free of charge in the interim.

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3. RETURN SHIPPING

We cover all return shipping costs. For defective or non-conforming items, this is a legal obligation under UAE law. For change-of-mind returns within the 14-day window, we also cover the cost as a courtesy. You will never be charged to send an item back to us.

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4. NON-RETURNABLE ITEMS

Returns cannot be accepted in the following cases, as provided under UAE consumer protection law:

• Items whose nature or packaging makes it impossible to restore them to their original pre-purchase condition (e.g. opened personal care products, unsealed fragrances or cosmetics)
• Items damaged due to misuse, improper handling, or negligence by the customer after delivery
• Return requests submitted after the applicable return window has expired

Important: Even for sale or discounted items, if the product is defective, your 30-day legal right to a refund, replacement, or repair still applies in full.

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5. HOW TO START A RETURN

Step 1 — Contact us
Reach out to our customer support team with your order number and original purchase invoice. A dated invoice is required by UAE law.

Step 2 — Receive confirmation
We will confirm your return request and send shipping instructions within 2 business days.

Step 3 — Ship the item
Pack the item securely and use the prepaid label or shipping method we provide.

Step 4 — Get your refund
Once we receive and inspect the item (within 3 business days of receipt), your refund will be issued within 5–7 business days.

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6. REFUNDS

Refunds are returned to the original payment method used at checkout. Processing takes 5–7 business days after we receive and approve your return. Original outbound shipping fees are non-refundable unless the return is due to our error or a confirmed product defect.

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Onyx & Bloom Boutique
For support: info@onyxandbloom.com

WhatsApp: +971555335361