Terms of service

Handling Subjective Complaints

Onyx Shotz takes responsibility 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 arising from personal preferences or expectations.
• Minor Imperfections: Small flaws that do not affect the functionality of the product, such as slight print variations.
• General Dissatisfaction: Any form of general dissatisfaction not linked to physical damage.

In these cases, we will consult directly with the customer to resolve the issue. We strive to communicate clearly and set the right expectations regarding product quality and details to prevent misunderstandings.

Claims Regarding Physical Damage

Should clear physical damage occur, including:

• Broken or Damaged Frames: Products delivered with a broken or damaged frame.
• Significant Printing Errors: Major deviations from the design, such as incorrectly printed graphics.
• Material Defects: Defects in the material that affect product use, such as torn canvases.

For physical damage claims, we request clear photos of both the product and packaging from multiple angles so we can verify the issue.

Upon verification, the product will be reprinted up to a maximum of 3 times. If this is not possible, or after a 3rd unsuccessful reprint attempt, we will issue a refund in accordance with regulations.

Returned Packages & Reshipment Policy

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

You will receive a tracking number with every shipment. It is your responsibility as the customer to track the package.

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