At ON BLACK, we strive to provide our customers with the highest-quality bags on the market that meet their expectations for comfort and style. We understand that sometimes a product may not meet your needs or expectations, and we want to make the return process as smooth as possible.

We have a 30-day hassle-free return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns:

To be eligible for a return, all item(s) must be in new and unused condition, in the original packaging.

NOTE:

• For bundle deals, 1+1 deals, or other items sold at a lower price when bought together, all items must be returned together. We cannot provide a refund if only one item is returned. 

How to Initiate a Return:

To initiate a return, please contact our customer service team at contact@onblack.com. Please provide your order number and a brief explanation of the reason for the return or how we can improve our products.

Return Shipping:

Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item. Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.

In the event that your package arrives damaged, defective, or contains the wrong color/size, we will cover the return shipping costs. You will receive a voucher code that can be applied during the return process. However, for any other return reasons not specified above, the customer will be responsible for the return and/or exchange shipping charges.

Refund Process:

Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to the original method of payment within 7 business days. Refunds may take additional time to appear in your account, depending on your financial institution.

Exchanges:

If you wish to exchange your product for a different size or color, please indicate this when initiating the return. Exchanges are subject to product availability.

Defective or Damaged Items:

If you receive a defective or damaged product, please contact our customer care team immediately. We will provide instructions on how to return the item and arrange for a replacement or refund.

Cancellation Policy:

Due to our fast order processing, we cannot guarantee that changes or cancellations can be made once an order is processed. For the fastest processing and shipping times, the shipping process begins immediately after your order is placed. Once the shipping confirmation with tracking information is sent, no changes can be made. Please contact our customer care team at contact@onblack.com, and we will try to accommodate your request.

Customer Responsibility for Address, Tracking, and Package Collection:

At ON BLACK, we want to ensure a smooth delivery experience for all of our customers. To help achieve this, we kindly remind our customers that:

• Entering the Correct Address: It is the customer’s responsibility to provide the correct and complete shipping address at the time of purchase. Orders shipped to incorrect or incomplete addresses provided by the customer will not be eligible for a refund.

• Monitoring Tracking Information: Customers are responsible for monitoring their provided tracking link and ensuring they are available to receive the package when it arrives.

• Package Pickup: If a package is delivered to a local pick-up point due to a failed delivery attempt, it is the customer’s responsibility to collect the package within the allotted timeframe. Failure to do so may result in the package being returned to us or destroyed by the courier. ON BLACK will not be held responsible for such occurrences.

• No Refunds for Unclaimed Packages: We cannot provide refunds for packages that are returned due to incorrect addresses, failure to collect from a pick-up point, or lack of tracking monitoring.

Contact Information:

For any questions or concerns regarding our return policy, please contact our customer care team at contact@onblack.com.