Refund policy
Return & Refund Policy
Last Updated: September 26, 2026
30-Day Money-Back Guarantee
At ONYZ, we want you to feel confident when trying our products. That is why we offer returns and refunds within 30 days of receiving your order.
Our 30-Day Money-Back Guarantee also applies to products that have been opened and used.
Even after trying the product, if you are not satisfied, please contact us within 30 days of receiving your order.
How to Request a Return
If you would like to return a product, please contact us within 30 days of receiving your order at:
Once we have reviewed your order details, we will provide you with return instructions.
Items returned without contacting us in advance may not be eligible for a return.
Return Eligibility
You may use our 30-Day Money-Back Guarantee if the following conditions are met:
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You contact us within 30 days of receiving your order.
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You provide your order number or other purchase information.
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You are able to return the product itself.
Opened and used products are also eligible.
When Returns or Refunds May Not Be Accepted
The 30-Day Money-Back Guarantee may not apply in the following cases:
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The product has been significantly damaged or soiled due to intentional actions or negligence by the customer.
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The product has been lost or discarded and cannot be returned.
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You contact us regarding a return more than 30 days after receiving your order.
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We are unable to verify your order or purchase information.
Defective, Damaged, or Incorrect Items
If your product arrives defective or damaged, or if you receive an item different from what you ordered, please contact us within 7 days of receiving your order at:
To help us assess the issue, we may ask you to provide photos or videos showing the condition of the product.
After reviewing the situation, we will provide an appropriate solution, which may include a replacement, reshipment, or refund.
Refunds
Once we receive and inspect the returned product and confirm that it meets our return requirements, we will process your refund.
Refunds will generally be issued to the original payment method used for your order.
The time required for the refund to appear in your account may vary depending on your payment method, card issuer, or payment service provider.
If more than 14 business days have passed since your refund was approved and you have not received it, please contact us at:
Return Shipping Costs
If a return or exchange is required due to a defective or damaged product, an incorrect item, or another issue for which we are responsible, ONYZ will cover the return shipping costs.
For returns made for reasons based on customer preference or circumstances, the customer is responsible for the return shipping costs.
Contact Us
If you have any questions regarding returns or refunds, please contact us at:
Email:
support@onyz-jp.com
Customer Support Hours:
Weekdays, 10:00 AM–5:00 PM (Japan Standard Time)