Complaints Handling

Handling of Subjective Complaints

Onyx Shotz considers itself responsible for handling subjective complaints regarding satisfaction with a product or order. This includes complaints that are not directly related to physical damage, such as:

  • Customer preferences: Dissatisfaction resulting from the customer's personal preferences or expectations.
  • Minor imperfections: Small imperfections that do not affect the functionality of the product, such as minor variations in the printing.
  • General dissatisfaction: Any form of general dissatisfaction that is not related to physical damage.

In these cases, we will discuss the matter directly with the customer in order to find an appropriate solution. We strive to communicate clearly and set the right expectations regarding the quality and details of the product in order to prevent misunderstandings.

Claims Regarding Physical Damage

Should products unfortunately arrive with clear physical damage, including:

  • Broken or damaged frames: Products delivered with a broken or damaged frame.
  • Significant printing errors: Major deviations from the intended design, such as incorrectly or improperly printed designs.
  • Material defects: Defects in the material that affect the use or functionality of the product, such as torn canvases.

For claims relating to physical damage, we require clear photographs of both the product and the packaging from multiple angles so that we can verify the issue.

After verification, the product may be reproduced a maximum of 3 times. If this is not possible, or after the 3rd unsuccessful reprint attempt, we will issue a refund in accordance with applicable regulations.

Policy for Returned Packages and Reshipping

If a package is returned to the production facility, we generally offer the option to have the package reshipped within 7 days of receipt. After this period, reshipping may no longer be possible, as the package may be automatically disposed of. In such cases, a new order must be placed.

For every shipment, you as the customer will receive a tracking number. It is the customer's responsibility to track the package.

For specific cases or further clarification, please contact info@onyxshotz.com or call +31 (0)6 4807 3507.