Refund policy

Refund & Return Policy

Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Faulty or Damaged Goods (Consumer Guarantees)

Please inspect your ONEX gaming chair or desk upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at sales@onexzone.com.

Major Problems: If there is a major problem with the product, you can choose between a refund, exchange, or store credit.

Minor Problems: If the problem is not major, we may choose to repair the item, replace it, or offer you a refund within a reasonable time.

Please note: Consumer guarantees do not apply if you misused a product in a way that caused the problem, or if you were aware of the faults before you bought the product.

2. Change of Mind Returns (30-Day Policy)

In addition to your rights under the Australian Consumer Law, we offer a 30-day change of mind return policy. You have 30 days after receiving your item to request a return.

To be eligible for a change of mind return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at sales@onexzone.com. If your return is accepted, we’ll provide instructions on how and where to send your package. Please note that for "change of mind" returns, the customer is responsible for the return shipping costs. Items sent back to us without first requesting a return will not be accepted.

3. Exceptions / Non-Returnable Items

For change of mind returns, we cannot accept returns on custom-made products (such as personalized or special order gaming chairs).

Note: This exception does not apply to faulty goods under the Australian Consumer Law, including sale items, which are always protected by consumer guarantees.

4. Exchanges

The fastest way to ensure you get the product you want is to return the item you have under our Change of Mind policy, and once the return is accepted, make a separate purchase for the new item. For faulty items, we will arrange a direct replacement where applicable.

5. Refunds Processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@onexzone.com.