Overview
We want you to be happy with everything you buy from the Onyx gear store. If something isn’t right, get in touch and we’ll put it right.
You have 30 days from the day your order arrives to change your mind on most items. To be eligible for a change-of-mind return, the item must be unused, in its original condition and packaging, and resaleable. This 30-day window is separate from your rights if something is faulty (see below), which always apply.
Items we’ve fitted to your van
Some of our products — including our roof racks and side ladder — are supplied fitted at our West Sussex workshop. Because these are made to fit your van and installed into it, the usual change-of-mind cancellation right does not apply once the work has been carried out. We’ll make this clear before you book your fitting, and we’ll ask you to confirm you understand it at that point.
This does not affect your rights if something is wrong: if a fitted product is faulty, not as described, or the fitting hasn’t been carried out properly, you’re fully covered — see the next section.
Faulty, damaged or not-as-described items
If anything arrives faulty or damaged, isn’t as described, or a fitting isn’t right, you’re entitled to a repair, replacement or refund under the Consumer Rights Act 2015 — including on fitted items. Contact us within 30 days of receiving a faulty item and you can ask for a full refund. After 30 days we’ll repair or replace it. We cover all postage or collection costs on faulty items — you won’t be out of pocket for something that’s our fault.
Merch (t-shirts and caps) — exchanges
Ordered the wrong size or colour? As long as it’s unworn, unwashed and in its original condition within 30 days, we’re happy to exchange it for a different size or colour, subject to stock — just email us. If your choice is out of stock we’ll refund you instead.
Items we can’t accept back (change of mind)
- Gift cards.
- Items that have been used, worn, washed, fitted or altered (unless faulty).
- Stickers and similar low-value items once opened, for hygiene and because they can’t be resold (unless faulty).
Faulty items in any of these categories are still covered — this list only limits change-of-mind returns.
How to start a return
Email hello@onyxvans.com with your order number and what you’d like to do (refund, exchange or report a fault). We’ll confirm the next steps and, where a return is needed, the address to send it to. Please don’t send anything back before contacting us.
For change-of-mind returns you’re responsible for return postage, and we’d suggest a tracked service — we can’t refund an item we don’t receive. Return postage is non-refundable on change-of-mind returns. For faulty items, we arrange and pay for the return.
Refunds
Once we’ve received and checked your return, we’ll email you to confirm it’s arrived and let you know whether your refund is approved. Approved refunds go back to your original payment method within 14 days of us receiving the item. Your bank or card provider may then take a few days to show it.
Need help?
Email hello@onyxvans.com or call 01403 458 668. Our workshop is Unit 2, Tickfold Farm, Marches Road, Kingsfold, RH12 3SE (visits by appointment).