Onyx Vans
Refunds and returns
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.
This policy forms part of our terms and conditions, and sits alongside them rather than replacing anything they say.
Changing your mind
If you are a consumer, the law gives you 14 days from the day your order arrives to change your mind about most things bought online, without giving a reason.
We give you 30 days. That is longer than the law requires, offered on top of your legal rights rather than instead of them, and it runs from the day you receive or collect your order.
To be eligible for a change-of-mind return, the item must be unused, in its original condition and packaging, and resaleable. This window is separate from your rights if something is faulty, which always apply.
Items we’ve fitted to your van
Most of what we sell is supplied fitted at our West Sussex workshop — our roof racks, the side ladder, cross braces, the pop-top and everything that mounts to it. Because these are fitted into your van, 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.
If you’d like us to remove something afterwards we can quote for that work, but the product itself is not refundable at that stage.
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 faults section below.
Large items supplied unfitted
Some products — the pop-top and the front storage box — can be supplied without fitting, for collection from our workshop or by delivery we arrange with you.
The same 30-day change-of-mind right applies, and the item must be unused, in its original condition and packaging, and resaleable. Because of their size and weight these items cannot go back by standard courier. A change-of-mind return has to come back to our workshop in West Sussex, and arranging and paying for that return is your responsibility. Talk to us first and we’ll tell you what’s involved before you commit to anything.
If the item is faulty or not as described, none of that applies — we arrange and pay for its return, however large it is.
Booking fees and pre-orders
Our pop-top is sold as a pre-order, and our fitted products are booked into a workshop diary rather than taken off a shelf. Both start with a booking fee of £500, and we only ask for it once we have checked that the product fits your van and agreed a date with you.
What the booking fee is. It is a part-payment towards the price of your product, and it reserves both the product and a day in our workshop. It comes off the total. The balance is due before the product is fitted or leaves us, and we’ll tell you the exact figure in writing before you pay anything.
If you need a different date, that’s not a cancellation. Tell us and we’ll work one out with you, and the first move is free. If we have to move it again we may need to charge for the workshop time we’ve held for you, and we’ll always tell you what that costs before you decide.
If you change your mind altogether more than two weeks before your agreed fitting date, we’ll refund your booking fee in full. Inside two weeks, we keep it — by then we’ve started preparing your build, holding the stock for it and setting the workshop day aside, and none of that can be recovered at short notice.
If you’re having your pop-top supplied without fitting, there’s no workshop day held for you, so your booking fee stays refundable in full right up until you collect it.
We’ll always tell you the delivery window before you pay. If we can’t meet the date, or the pop-top isn’t as described, you get your booking fee back in full whenever you cancel — the retention above only applies when you’re the one changing your mind.
One thing we do ask of you. We work out whether something fits from what you tell us about your van, so please make sure it’s accurate — particularly whether the van has been lined, boarded or altered inside, and whether anything is already mounted to the roof. If we told you it would fit and we got it wrong, you get everything back. But if the van arrives and we can’t work on it because of something we weren’t told about, the workshop day is lost and can’t be filled, and in that case we keep the booking fee. Tell us if anything changes before your date and we’ll check it again.
The same ground is covered in Sections 11 and 12A of our terms and conditions.
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, and if that isn’t possible we’ll refund you.
We cover all postage or collection costs on faulty items — you won’t be out of pocket for something that’s our fault.
Our warranty
Our pop-top carries a one-year warranty against faults in materials and workmanship, covering fair wear and tear, from the date it is fitted or collected.
This warranty is in addition to your legal rights and does not replace them. Your rights under the Consumer Rights Act 2015 last longer than a year and are not affected by it.
If you think something is covered, email hello@onyxvans.com with your order or booking reference and a description of the problem, and we’ll tell you what happens next.
Items we can’t accept back (change of mind)
- Gift cards.
- Items that have been used, fitted or altered (unless faulty).
Faulty items in either of those 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 or transport, and we’d suggest a tracked service — we can’t refund an item we don’t receive, and until it reaches us it is still your responsibility. 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.
Where you paid for delivery on the original order, we refund the standard delivery cost. If you chose a faster or upgraded service, we refund what our cheapest standard option would have cost, not the upgrade.
Need help?
Email hello@onyxvans.com or call 01403 458 668, Monday to Friday, 9.30am to 4.30pm. Our workshop is Unit 2, Tickfold Farm, Marches Road, Kingsfold, West Sussex, RH12 3SE (visits by appointment).