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At The One Store, we offer a clear 30-day returns and exchanges policy for eligible orders delivered to the countries and regions we currently serve.

This policy does not limit, exclude, or replace any mandatory consumer rights that apply in the destination country for faulty, damaged, unsafe, incorrect, or not-as-described items. Where mandatory law provides stronger rights, those rights prevail.

1) Countries and regions covered

Americas: Brazil, United States, Canada, Mexico, Chile, Costa Rica, Uruguay
Oceania: Australia, New Zealand
Asia: Japan, Singapore
United Kingdom, Switzerland, Norway
European Union: Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden

2) 30-day return and exchange window

You may request a return or exchange within 30 calendar days from the date of delivery, provided the item meets the conditions in this policy.

This window applies to eligible non-faulty items as a voluntary The One Store policy. It does not reduce any longer or stronger mandatory rights for faulty, damaged, unsafe, incorrect, or not-as-described goods.

3) Change-of-mind returns and exchanges

If you change your mind, you may request a return or exchange within 30 calendar days from delivery, provided that:

the item is unused and in its original condition;
the item has not been altered, damaged, scratched, bent, resized, engraved after delivery, or misused;
the item is returned with original packaging, accessories, and included components;
the request is made within the 30-day window;
the item is not excluded under Section 4 or applicable law.

For approved change-of-mind returns:

the refund is issued to the original payment method;
original shipping fees (if any were charged) are not refundable unless required by applicable law;
foreign transaction fees, bank fees, card-issuer charges, payment provider charges, and exchange-rate variations are not refundable by us.

4) Personalised, engraved, custom-made, or made-to-order items

Personalised, engraved, custom-made, or made-to-order items are not eligible for change-of-mind returns or exchanges, except where required by applicable consumer law.

This includes products customised at the customer's request, such as inside engraving, custom text, symbols, names, dates, initials, or other personalised specifications.

This exclusion does not apply where the item is faulty, damaged, incorrect, unsafe, or materially different from the product description.

5) Return shipping costs — who pays

General rule: for change-of-mind returns and exchanges, the return shipping cost is the responsibility of the customer, unless mandatory consumer law in the destination country requires otherwise, or unless we expressly agree to cover it.

The One Store always covers return shipping when the item is faulty, damaged, incorrect, unsafe, or materially not as described, in all countries we serve.

Country-specific rules for change-of-mind returns:

Brazil: under the Brazilian Consumer Protection Code (Law 8.078/1990, Art. 49), customers who exercise the 7-day right of regret on online purchases are not responsible for return shipping. The One Store covers the return shipping cost in full in this case. For returns requested after the 7-day legal regret window but within our voluntary 30-day store policy, the customer is responsible for return shipping.
European Union (all listed countries), Norway, Iceland, Liechtenstein: under the Consumer Rights Directive (2011/83/EU) and equivalent EEA rules, customers have a 14-day right of withdrawal for distance purchases. Where the customer exercises this statutory right, the return shipping cost is the responsibility of the customer, as expressly notified in this policy before the conclusion of the contract (Art. 14(1) CRD). Personalised, engraved, custom-made, and made-to-order goods are excluded from the right of withdrawal (Art. 16(c) CRD).
United Kingdom: under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have a 14-day cancellation right. The return shipping cost is the responsibility of the customer, as notified in this policy. Customised goods are excluded.
Switzerland: no statutory right of withdrawal for distance sales. Change-of-mind return shipping is the responsibility of the customer under this policy.
United States and Canada: no federal right of withdrawal for online retail. Change-of-mind return shipping is the responsibility of the customer under this policy, subject to any state, provincial, or territorial rules that may apply.
Mexico, Chile, Costa Rica, Uruguay: Change-of-mind return shipping is the responsibility of the customer under this policy, subject to any mandatory consumer protection rules that may apply in the destination country.
Australia: the Australian Consumer Law does not provide a change-of-mind right. Change-of-mind return shipping is the responsibility of the customer. Statutory consumer guarantees for faulty, unsafe, or not-as-described goods continue to apply, and in those cases The One Store covers return shipping.
New Zealand: the Consumer Guarantees Act does not provide a change-of-mind right. Change-of-mind return shipping is the responsibility of the customer. For goods that fail a consumer guarantee, The One Store covers return shipping.
Japan: mail-order and online sales (特定商取引法) are governed by the return conditions clearly stated by the seller. Change-of-mind return shipping is the responsibility of the customer under this policy.
Singapore: the Consumer Protection (Fair Trading) Act applies to defective or not-as-described goods. Change-of-mind return shipping is the responsibility of the customer under this policy.

Please do not return any item without contacting us first and receiving the correct return instructions. Items returned without prior authorisation may be delayed, refused, or not processed correctly.

6) Faulty, damaged, incorrect, or not-as-described items

If your item arrives faulty, damaged, incorrect, unsafe, or materially different from the product description, please contact us as soon as possible after delivery, including:

your order number;
a clear description of the issue;
clear photos or videos showing the problem;
photos of the packaging and shipping label, where relevant.

For approved claims, we may offer, depending on the circumstances and applicable law: repair, replacement, refund, price reduction, or another remedy required by law. The One Store covers return shipping costs for all faulty, damaged, incorrect, unsafe, or not-as-described items.

7) Missing items or incomplete orders

If your order arrives with a missing item or component, contact us as soon as possible with your order number, photos of the parcel, contents, shipping label, and packing slip. Some orders are shipped in separate parcels and items may arrive on different dates.

8) Delivered but not received

If carrier tracking shows the order as delivered but you did not receive it, contact us promptly. We may ask you to check with household members, neighbours, concierge, parcel lockers, safe places, or the carrier. Claims are assessed individually based on tracking, carrier confirmation, proof of delivery, and supporting evidence.

9) Incorrect or incomplete address provided by the customer

The customer is responsible for providing a complete, accurate, and deliverable shipping address at checkout. If delivery fails because the customer provided an incorrect, incomplete, invalid, outdated, or insufficient address, this will be treated as the customer's responsibility to the extent permitted by law. We may refuse a refund where permitted, and any reshipment may require payment of a new shipping charge.

10) Order changes and cancellations

Orders may begin processing shortly after purchase, so we cannot guarantee changes or cancellations once an order has been placed. This clause does not affect any mandatory cancellation, withdrawal, or cooling-off rights under the consumer laws of the destination country.

11) Return conditions

To be accepted for return or exchange, items must:

be returned according to our instructions;
not show signs of use beyond reasonable inspection;
not be damaged by misuse, neglect, accident, wear and tear, or unauthorised modification;
include all accessories, packaging, certificates, free gifts, and components originally supplied;
be adequately packaged for return shipping.

We reserve the right to deny a return or exchange that does not meet these conditions, except where mandatory consumer law requires otherwise.

12) Refund processing

Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Processing times vary depending on your payment provider, bank, or card issuer.

Where applicable law sets a specific refund deadline (for example, the 14-day deadline under EU/UK withdrawal rules after we receive the goods or proof of return), we will comply with it.

Unless required by law, we are not responsible for exchange-rate variations, foreign transaction fees, bank or card-issuer fees, payment provider charges, or import duties/taxes not collected directly by The One Store.

13) Import duties, taxes, and customs charges

Unless collected by The One Store at checkout, import duties and taxes are not refundable by us. Customers may contact their local customs or tax authority to ask whether any refund of import duties or taxes is available after a return.

14) Exchanges

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund, store credit (where permitted and accepted), or an alternative item of equal or similar value. Price differences and additional shipping costs may apply to exchanges, unless the exchange is due to a faulty, damaged, incorrect, or not-as-described item.

15) How to request a return, exchange, or remedy

Contact our support team and include your order number and a clear explanation of the request.

Email: suporte@theonestore.com.br

Do not send any item back without contacting us first and receiving return instructions.

16) Important legal notice

Where the mandatory consumer protection laws of the destination country provide stronger rights, those mandatory rights prevail. Nothing in this policy is intended to limit, exclude, or replace any non-excludable consumer guarantees, statutory withdrawal or cancellation rights, refund rights, repair rights, replacement rights, or other mandatory remedies available under applicable consumer law.