Refund policy
Returns & Refunds
We want you to be happy with your purchase. If you change your mind, or if there’s a problem with your order, here’s how returns work:
Cooling-off period (UK & EU customers)
Under the Consumer Contracts Regulations, you have 14 days from receiving your order to cancel and request a refund for any reason. To be eligible, items must be unused, in their original packaging, and with tags still attached.
30-day returns policy
In addition to your legal rights, we also offer a 30-day return period. This means you can request a return up to 30 days after receiving your item, provided it’s in its original condition.
Return shipping costs
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If your item is faulty, damaged, or incorrect → we will cover the cost of return shipping.
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If you are returning an item because you’ve changed your mind → you will be responsible for return shipping costs.
How to start a return
Please email us at contact@onyone.co.uk before sending any item back. We’ll provide return instructions and, if applicable, a prepaid label. Items returned without prior approval may not be accepted.
Non-returnable items
We cannot accept returns for:
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Gift cards
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Digital downloads
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Custom or personalised items (unless faulty)
Exchanges
If you’d like a different item, the quickest way is to return your original purchase and place a new order. Your statutory rights to a refund are unaffected.
Refunds
Once we’ve received and inspected your return, we’ll notify you of approval. Approved refunds will be issued to your original payment method within 10 working days. Please note it may take a little longer for your bank or card provider to process.
If more than 15 working days have passed since your return was approved, please contact us at contact@onyone.co.uk