Refund policy

Return, Refund and Warranty Policy

Last updated: 2 August 2026

At Fura Onyx, we want you to feel confident when placing an order with us. Every order is handled with care, and our support team is available to assist if your purchase does not arrive as expected.

Please read the policy below before requesting a return, replacement or refund.

1. Return Window

You may request a return within 10 days from the date your order is delivered.

To begin a return, contact us at:

Email: furaonyx@gmail.com

Please include:

Your full name
Order number
Email address or phone number used for the order
The reason for the return
Clear photographs or videos where relevant

Return requests submitted after the 10-day return period may not be accepted.

2. Return Eligibility

To qualify for a return, the item must generally be:

Unused and unworn
In its original condition
Free from scratches, marks, damage or signs of use
Returned with its original box, protective materials and accessories
Returned with all included manuals, tools, straps or complimentary items
Accompanied by proof of purchase or valid order information

Please inspect the watch carefully before wearing it or removing protective films.

An item that has been used, altered, damaged or returned incomplete may not qualify for a return or full refund.

3. Return Approval

Please do not send an item back without contacting us first.

Once your return request is reviewed, we will provide:

Confirmation of whether the return has been approved
Return instructions
The appropriate return address
Any other information required to complete the return

Items returned without prior approval or sent to an incorrect address may not be accepted.

Do not send the product directly to the manufacturer, supplier or the address printed on the original parcel unless our support team specifically instructs you to do so.

4. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it is delivered.

The item arrived damaged
The watch is not functioning correctly
You received the wrong product
A product or accessory is missing
The item is materially different from what you ordered

Email furaonyx@gmail.com and include your order number along with clear photographs or videos showing the issue.

Please also retain the original packaging, shipping label and all included accessories until the matter has been resolved.

Once the issue is verified, we may offer an appropriate resolution, which may include:

A replacement
A refund
A replacement component
Another suitable solution agreed with you

Approved issues caused by damage during delivery, an incorrect item or a genuine manufacturing defect will be handled without requiring the customer to pay an additional product charge.

5. Change-of-Mind Returns

A return may be requested within the 10-day return period when you change your mind, provided that the watch remains unused, unworn and in its original condition.

For approved change-of-mind returns, the customer may be responsible for securely returning the product to the address provided by our support team.

The product should be packaged carefully. Fura Onyx cannot be responsible for a return parcel that is lost or damaged before reaching the approved return location.

We recommend using a trackable shipping service and retaining the shipping receipt until the return is completed.

6. Items That May Not Qualify for Return

A return or refund may not be approved for:

Items returned after the 10-day return window
Products showing signs of wear or regular use
Scratched, damaged or altered products
Items damaged through misuse, accidents or improper handling
Products exposed to water beyond their advertised water-resistance level
Items that have been repaired or modified by an unauthorised third party
Products returned without their original packaging or essential accessories
Items damaged due to poor return packaging
Personalised or specially modified products, unless defective
Gift cards or digital items
Products for which sufficient order information cannot be provided

This does not affect requests involving an item that was damaged, incorrect or genuinely defective when delivered.

7. Return Inspection

Once the returned item is received, our team will inspect it to confirm:

Its condition
Whether all accessories are included
Whether it matches the product originally supplied
Whether it meets the return requirements

We will notify you after the inspection has been completed.

If the return is approved, the refund will be processed according to the section below.

If the item does not meet the return conditions, we will contact you and explain the available options.

8. Refunds

Approved refunds will normally be issued to the original payment method used for the order.

After we process the refund, your bank, card provider, wallet provider or payment service may require additional time to display the amount in your account.

The time required for a refund to appear depends on the payment method and financial institution. This processing period is outside the direct control of Fura Onyx.

Where an order originally included free shipping, there is normally no original shipping charge to refund.

Additional costs caused by an unapproved return, an incorrect return address or an unsuccessful delivery caused by incorrect customer information may not be refundable.

9. Partial Refunds

In some circumstances, a partial refund may be considered when an approved return is received with:

Missing packaging
Missing accessories
Minor damage
Signs of handling beyond what is reasonably necessary to inspect the product
A condition different from when it was delivered

Any deduction will be assessed reasonably based on the returned product’s condition.

10. Exchanges and Replacements

For an incorrect, damaged or defective item, we may arrange a replacement after reviewing the evidence provided.

For a change-of-mind request, the most reliable process may be to complete the approved return and place a separate order for the preferred product.

Replacement availability depends on current stock. Where an identical replacement is unavailable, we may offer an alternative product or refund.

11. Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

An order may be cancelled when it has not yet been processed or dispatched.

Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible. After delivery, the order can be considered under the standard 10-day return process.

Submitting a cancellation request does not automatically confirm that the cancellation has been completed. We will notify you after checking the order status.

12. Refused or Undeliverable Parcels

Please ensure that your delivery name, phone number, address and postal code are accurate before completing your order.

When a parcel is returned because of:

An incomplete or incorrect address
Repeated unsuccessful delivery attempts
Refusal to accept the parcel
Failure to complete a required courier verification
Failure to respond to the courier

we will contact you after the parcel is returned or its status is confirmed.

Any refund or reshipment will be reviewed based on the circumstances and any charges imposed by the courier or fulfilment partner.

13. Six-Month Limited Warranty

Fura Onyx watches include a six-month limited warranty covering genuine manufacturing or functional defects.

The warranty period begins from the date the order is delivered.

The warranty may cover issues such as:

A confirmed internal functional defect
A watch that stops functioning because of a manufacturing issue
A component failure not caused by external damage or misuse
Another verified manufacturing defect affecting normal operation

The warranty does not normally cover:

Normal wear and tear
Scratches, dents or cosmetic damage
Accidental damage
Damage caused by dropping, impact or crushing
Misuse or improper handling
Normal battery depletion
Strap, buckle or bracelet wear caused by regular use
Water damage beyond the product’s advertised resistance level
Damage caused by exposure to chemicals, perfumes, heat or moisture
Repairs, modifications or opening by an unauthorised person
Loss or theft of the product

Warranty claims must be reviewed and approved before a product is returned.

Please email furaonyx@gmail.com with your order number and clear evidence of the issue.

Depending on the verified problem, the available resolution may include repair guidance, a replacement component, replacement of the product, or another reasonable solution.

14. Customs or Courier Verification

Duties and taxes are generally handled through the shipping channel, and customers are not normally expected to make a separate customs-duty payment at delivery.

However, a courier or customs authority may occasionally request identity or address verification, particularly for certain international shipments.

A KYC request is generally an identity-verification requirement and is not automatically a request for customs payment.

If you receive an unexpected courier, customs, clearance, KYC or payment request, please contact us at furaonyx@gmail.com before making a payment or taking further action.