Exchange and Refund Policy

Exchange and Return Policy — The One Store

Our greatest commitment is to your complete satisfaction.

7 days for returns due to buyer's remorse/dissatisfaction (when applicable)
90 days for exchanges due to manufacturing defects.

If you purchased a product from our online store and, upon receiving it, found a manufacturing defect or were dissatisfied , we guarantee your right to exchange or return it , according to the rules below and in accordance with the regulations applicable to the destination country of your order.

The first step to request an exchange or return is to contact our Customer Service Center:
WhatsApp: +5511933017179
Email: support@theonestore.com.br

1) Rules by country (Brazil, Portugal, United States, Canada and Colombia)

Brazil (BR)

Returns due to buyer's remorse/dissatisfaction: up to 7 calendar days from receipt, as per Article 49 of the Consumer Protection Code.
Exchange by default: up to 90 days .

Portugal (PT)

Returns due to buyer's remorse/dissatisfaction: typically within 14 days of receipt, according to local regulations applicable to distance purchases.
Defect: You are entitled to a solution for non-conformity according to local regulations; we offer 90 days to request an exchange due to a defect, without prejudice to the consumer's legal rights.

United States (US)

There is no single mandatory federal deadline for "regret" in online purchases, and rules may vary. Even so, The One Store maintains a 7-day return policy for dissatisfaction, in accordance with the terms of this policy.
Defect: 90 days for exchange request by default.

Canada (CA)

Rules may vary by province. However, The One Store maintains a 7-day return policy for dissatisfaction, in accordance with the terms of this policy.
Defect: 90 days for exchange request by default.

Colombia (CO)

There are local regulations regarding the "right of withdrawal" for certain purchases. Even so, The One Store maintains a 7-day return policy for dissatisfaction, in accordance with the terms of this policy.
Defect: 90 days for exchange request by default.

Important: This commercial policy of The One Store does not eliminate or limit mandatory consumer rights that may exist in your country. Where a more favorable legal rule exists, it prevails.

2) Returns due to defects or dissatisfaction (when applicable)

If the product has a manufacturing defect or if you are not satisfied, follow this process:

Prior contact is required via WhatsApp: 11 93301-7179 (providing your order number, full name, and reason).
Our team will provide instructions and the return shipping procedure.
Once the item is returned and received, we will conduct an analysis to confirm that it meets the return conditions.
After confirmation, we will contact you to process a full refund of the amount paid for the product, with no additional charges or discounts .

Logistics note (international): Depending on the destination country, the return may be made by a local postal operator or equivalent international carrier, as per support instructions. The customer should not send it on their own without authorization, as this may prevent processing.

3) Exchange due to defect or dissatisfaction (when applicable)

If the product has a manufacturing defect or if you don't like the product for any reason, we will follow this procedure:

Prior contact is required via WhatsApp: +5511933017179 or Email: suporte@theonestore.com.br
Our team will instruct you on how to proceed with the exchange and return of the item.
After receiving the package, we will conduct an analysis to confirm that it meets the required conditions.
After confirmation, the customer will be able to choose between:
- Exchange for the same product (same model and same size), subject to availability; or
- Exchange for another product in our catalog , with payment or refund of the price difference, if any.

4) Exchanges for a different size (we do not offer this service)

If the customer makes a mistake in choosing the wrong number, size, or model, we will NOT exchange it for a different size .

The items sold are, in many cases, collector's pieces and decorative items , and several products can be made to order according to the size selected by the customer, as an operational and logistical courtesy.

Therefore, if the buyer wishes to use the item as an ornament, we recommend that:

Carefully follow the step-by-step instructions available on the product page; and/or
Please contact our support team before purchasing so we can help you choose the most suitable size.

5) Conditions for accepting returns/exchanges

For a return or exchange to be approved, the item must:

to be returned according to support instructions;
Return in condition consistent with what was sent, without signs of misuse, intentional damage, or alterations;
Include, where applicable, accessories and components that accompany the product.

6) Deadlines

Dissatisfaction/regret:
- Brazil: 7 calendar days after receipt.
- Portugal: generally 14 days; and, additionally, The One Store provides support for the process.
- US/CA/CO: 7 calendar days after receipt, as per this policy.
Manufacturing defect: 90 days from receipt (for all destinations covered by this policy).

7) Customer Service

To initiate any request, please contact our Customer Service Center:
WhatsApp: +5511933017179
Email: support@theonestore.com.br

If you'd like, I can also adjust this text to be perfectly consistent with:

their international shipping policy (always free shipping and taxes covered), and
The actual functioning of your logistics flow (for example, whether the return is always to an address in Brazil or if it varies by country).

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