Refunds, returns & chargebacks

This Refunds, returns & chargebacks policy ("Refund Policy") applies to all purchases from Onyx Vitals and supplements our Terms of Service.

1. All sales final — no refunds

Except where prohibited by law, all sales are final. We do not offer refunds, returns, exchanges, or cash back on completed purchases.

Prepared meals are perishable, produced on schedules tied to weekly cutoffs, and cannot be restocked or resold once produced. Payment covers allocated kitchen capacity, ingredients, labor, and logistics.

2. Cancellations before cutoff

If you request cancellation before the applicable weekly production cutoff (Thursday 11:59 p.m. Eastern Time) and we confirm cancellation in writing before production begins, we may issue a credit toward a future order or reverse the charge through our processor — solely at our discretion and subject to processor timing.

After cutoff, orders are non-cancellable and non-refundable.

3. Non-delivered or materially defective orders

If we fail to deliver your order due to our error, or if you receive the wrong product or a package with a compromised seal attributable to us at delivery, contact us within twenty-four (24) hours with your order number and photos. We may offer replacement on the next eligible production date, store credit, or another remedy — not necessarily a refund.

Spoilage attributable to improper storage, failure to refrigerate within safe time/temperature limits after delivery, or consumption past labeled safe periods are not grounds for refund.

4. Chargebacks & payment disputes

You agree to contact us first before initiating a chargeback or payment reversal. Provide your order number and a description of the issue. We will respond within five (5) business days.

Fraudulent or duplicate chargebacks may result in account closure, collection of amounts owed, and reporting to fraud-prevention systems where permitted.

5. Payment processor requirements

Card networks and payment partners require clear disclosure of refund limitations for custom or perishable goods. This policy satisfies that disclosure. Your bank may still apply its own dispute rules; our contractual policies govern our relationship with you regardless of bank outcomes.

6. Contact

Refund policy questions and order issues: [email protected]