Purchase Policy
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Returns
All orders are non-refundable. If there is an issue with your order we will be happy to work with you to come to a solution. Please refer to our terms and conditions to see if the issue falls into our allowable range. Since merchandise is handmade, there may be varitations between or even within an order. Prints and decks are also not returnable.
In order to resolve cases involving product damage due to a manufacturing error, we must be contacted within a reasonable amount of time from the product shipping date. For any issue regarding an order, we must be contacted with 10 days of the ship date for Canadian and US orders or within 15 days for international orders or we may not be able to help resolve the issue.
If there is an error with your order or if there are any changes you wish to make after your order has been placed, we require that you contact us within 8hrs of the order being placed or by the following business day if the order was placed over the weekend.
In an effort to reduce the impact of returned products, Dust II Onyx reserves the right to donate or recycle any returned or undelivered items as deemed appropriate in its sole discretion.
When contacting us with an issue, please be sure to include photos for our reference. You may email customercare@dust2onyx.com with your pictures and comments.
All returns are handled on a case by case basis. In most cases, Dust II Onyx does not cover the shipping cost of a returned item. Returns must be received within 30 days.
Shipping
To return product, mail to: 16057 Tampa Palms Blvd. W #407 Tampa, FL 33647
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@dust2onyx.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged due to manufacturer error (courier damage during shipment is not applicable). If you need to exchange it for the same item, send us an email at customercare@dust2onyx.com and send your item to: 16057 Tampa Palms Blvd. W #407 Tampa, FL 33647.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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