Refund policy

Effective Date: January 01, 2026

1. Introduction

Thank you for shopping with ONYX Loops We take pride in offering high-quality customized escalator handrails tailored to your specifications and lengths. Due to the personalized nature of these items, our return and refund policy differs from our standard return policy. Please review the following terms carefully.

2. Customization Policy

Customized items are made to your specifications, including custom lengthsor other personalized details. As these products are tailored specifically for you, they are non-returnable and non-refundable except in the cases outlined below.

3. Eligibility for Returns or Refunds

3.1 Defective or Damaged Items

If you receive a customized item that is defective or damaged upon arrival, please start a claim in our web shop within 14 days of receiving the item. You will need to provide:

  • A clear description of the defect or damage
  • Photographic evidence of the defect or damage
  • Your order number and contact information

We will review your request and, if approved, offer a replacement.

3.2 Incorrect Length

If the length details of your item do not match what was specified in your order confirmation, please start a claim in our web shop within 14 days of receipt. You will need to provide:

  • A clear description of the error
  • A copy of your order confirmation

We will review your request and, if approved, offer a replacement at no additional cost.

4. Non-Refundable Items

Please note that we cannot accept returns or offer refunds for customized items that:

  • Were ordered with correct specifications but no longer wanted or needed
  • Were ordered with correct specifications and have been accepted by you
  • Were ordered with accurate customization but not suitable for personal reasons

5. Cancellation Policy

Orders for customized items can only be canceled within 2 hours of placement. Once production has begun, we are unable to cancel the order or issue a refund.

6. How to Initiate a Return or Refund

To initiate a return or refund request, please visit our web shop and start a return.

  • Your order number
  • Details of the issue (defective, damaged, incorrect customization)
  • Any supporting evidence (photos, order confirmation)

7. Processing Time

Once we receive your return request and supporting evidence, we will review it and respond within 14 business days. If approved, we will provide instructions for returning the item or issuing a refund.

8. Shipping Costs

If a return is approved due to a defect, damage, or error in customization, we will cover the return shipping costs. For other returns or exchanges, the customer is responsible for shipping costs.

9. Changes to This Policy

We may update this Return and Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates.

10. Contact Us

If you have any questions or concerns about this Return & Refund Policy, please contact us at:

ONYX
sales@onyxloops.com

Thank you for understanding and for choosing ONYX Loops.