Returns & Refunds

Returns & Refunds Policy

Last updated: October 10, 2026

Made-to-order products

Change of mind / wrong size: ONYVEL does not offer a general voluntary return or size-exchange entitlement for non-defective catalogue goods. Contact us before production to request cancellation; after production begins we may be unable to stop fulfilment. Any statutory cancellation, withdrawal or return right that applies to your purchase is preserved and does not depend on our discretionary approval. Standard catalogue goods are not treated as personalised merely because they are printed after purchase.

Faulty, misprinted, damaged or incorrect goods: contact [email protected] with your order number and a description; photographs help where available. We provide the repair, replacement, refund or other remedy required by applicable law. No supplier claim deadline limits a longer statutory right. We bear return or other remedy costs where the law requires us to.

Damaged, misprinted, incorrect or non-conforming goods

Contact ONYVEL with your order number and a description of the issue. Supplier procedures do not limit mandatory legal remedies or longer statutory claim periods. We bear remedy costs where legally required.

Approved change-of-mind return

If we voluntarily approve a return, we confirm its conditions and direct return cost in writing. Goods should be unworn and unwashed, except to the extent inspection or use is permitted under a statutory right. Original delivery charges and any lawful deductions depend on the applicable right; we do not apply a blanket exclusion to mandatory refunds.

How to start

Contact ONYVEL before sending any return. Email [email protected] with your order number and the reason for your request. We will first confirm whether a physical return is necessary and then provide the correct destination, process and any applicable return shipping or customs costs. Do not send goods to an address printed on the parcel label, our company correspondence address or a fulfilment facility without our instructions. CustomCat does not operate ONYVEL customer returns; items sent to its production facility may be donated. For eligible faulty or incorrect goods, photographs may allow a replacement without returning the item. This coordination process does not make mandatory cancellation or remedy rights subject to discretionary approval.

Wrong address, unclaimed and refused parcels

For delayed, lost, unclaimed or refused parcels we investigate the actual circumstances and applicable law before deciding a remedy or any lawful deduction. Import charges remain the recipient’s responsibility unless expressly prepaid. An unauthorised return does not automatically remove a statutory remedy.

Refund timing

We refund through the original payment method unless a lawful alternative is agreed. The applicable statutory deadline takes priority; we submit approved refunds promptly and tell you when they are submitted. Your bank may need additional processing time.

See Consumer Rights for destination information.