Refund policy

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 applies as our store policy for eligible orders and does not limit, exclude, or replace any mandatory consumer rights that may apply in the destination country for faulty, damaged, unsafe, incorrect, or not-as-described items.

1) Countries and regions covered by this policy

This policy applies to orders delivered to the following countries and regions currently served by The One Store:

  • Brazil
  • United States
  • Canada
  • Australia
  • New Zealand
  • United Kingdom
  • Singapore
  • Japan
  • South Korea
  • Denmark
  • Poland
  • Norway
  • Sweden
  • Switzerland
  • European Union countries currently enabled in our store

Denmark, Poland, and Sweden are European Union member states but are listed separately because they are currently enabled as specific markets in our store.

2) Relationship with mandatory consumer law

Our 30-day return and exchange policy is a voluntary store policy where applicable. If the mandatory consumer protection laws of the destination country provide stronger rights, those mandatory rights will prevail.

In particular:

  • European Union countries, Denmark, Poland, Sweden, Norway, and the United Kingdom: customers may have statutory withdrawal or cancellation rights for online or distance purchases, usually within 14 days from delivery, subject to legal exceptions. Personalised, custom-made, or clearly made-to-order items may be excluded from change-of-mind withdrawal where permitted by law.
  • Brazil: customers may have a statutory right of regret for online purchases within the applicable legal period. Our 30-day policy applies in addition to any mandatory Brazilian consumer rights, where eligible.
  • South Korea: customers may have statutory rights to cancel or withdraw from certain online purchases within the applicable legal period, subject to legal conditions and exceptions.
  • Japan: mail-order and online sales may be governed by the return conditions clearly stated by the seller, except where mandatory law provides otherwise.
  • Australia and New Zealand: change-of-mind returns are generally handled under this store policy, while mandatory consumer guarantees continue to apply to faulty, damaged, unsafe, incorrect, or not-as-described goods.
  • Singapore: mandatory rights may apply where goods are defective, not of satisfactory quality, or not as described. Change-of-mind returns are handled under this store policy unless mandatory law provides otherwise.
  • United States, Canada, and Switzerland: change-of-mind returns are generally governed by the seller’s stated return policy, subject to any applicable federal, state, provincial, cantonal, or mandatory consumer protection rules.

3) 30-day return and exchange window

You may request a return or exchange within 30 calendar days from the date of delivery.

To be eligible under our store policy, the item must be returned in accordance with our instructions and must meet the conditions described in this policy.

This 30-day window applies to eligible non-faulty items as a voluntary The One Store policy. It does not reduce any longer or stronger mandatory rights that may apply for faulty, damaged, unsafe, incorrect, or not-as-described goods.

4) 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 any original packaging, accessories, and included components, where applicable;
  • the request is made within the 30-day window;
  • the item is not excluded from change-of-mind returns under this policy or applicable law.

For approved change-of-mind returns:

  • the refund will be issued to the original payment method;
  • original shipping fees, if any were charged, are not refundable unless required by applicable law;
  • return shipping costs may be the responsibility of the customer unless we expressly state otherwise or applicable law requires otherwise;
  • foreign transaction fees, bank fees, card issuer charges, payment provider charges, or exchange-rate variations are not controlled by The One Store and are not refundable by us, unless required by applicable law.

5) 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, in which case mandatory consumer rights may apply.

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.

When contacting us, please include:

  • 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;
  • photos or videos of the item received.

For approved claims, we may offer, depending on the circumstances and applicable law:

  • a repair, where appropriate and permitted;
  • a replacement;
  • a refund;
  • a price reduction;
  • another appropriate remedy required by law.

This policy does not limit or replace any mandatory consumer rights that apply in the destination country for faulty, damaged, unsafe, incorrect, or not-as-described goods.

7) Missing items or incomplete orders

If your order arrives with a missing item or missing component, please contact us as soon as possible after delivery and include:

  • your order number;
  • photos of the parcel received and its contents;
  • photos of the shipping label and packaging;
  • any packing slip or delivery documentation, where available.

Please note that some orders may be shipped in separate parcels, and items may arrive on different dates.

8) Delivered but not received

If the carrier tracking shows the order as delivered but you did not receive it, please contact us promptly.

We may ask you to check with household members, neighbours, concierge, reception, safe places, parcel lockers, building management, or the carrier. We may also request supporting information in order to investigate the case.

Claims of this kind are assessed individually based on the tracking information, the delivery circumstances, carrier confirmation, proof of delivery, and any supporting evidence available.

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, the parcel is lost, discarded, destroyed, abandoned, returned, delayed, or becomes unrecoverable 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.

In such cases:

  • we may refuse a refund where permitted by law;
  • any reshipment may require payment of a new shipping charge or any additional costs incurred;
  • if the parcel is not returned to us or cannot be recovered, we are not obliged to send a replacement free of charge, unless required by applicable law.

10) Order changes and cancellations

Because orders may begin processing shortly after purchase, we cannot guarantee order changes, edits, or cancellations once an order has been placed.

If you need help, please contact us immediately and we will do our best to assist. However, once the order has entered processing, customisation, engraving, packing, or dispatch, changes may no longer be possible.

This clause does not affect any mandatory cancellation, withdrawal, or cooling-off rights that may apply under consumer law in the destination country.

11) Return conditions

To be accepted for return or exchange under our store policy, items must:

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

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

12) Return shipping costs

For change-of-mind returns under our voluntary 30-day policy, the customer may be responsible for return shipping costs unless:

  • we expressly agree to cover the return shipping cost;
  • the item is faulty, damaged, incorrect, unsafe, or materially not as described;
  • applicable mandatory consumer law requires us to cover the return shipping cost.

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

13) Refund processing

Once an approved return is received and inspected, we will notify you of the outcome.

If the refund is approved, it will be issued to the original payment method. Processing times may vary depending on your payment provider, bank, card issuer, or local payment method.

Where applicable law requires a specific refund deadline, we will comply with that mandatory deadline. For example, certain UK, EU, and EEA withdrawal rights may require refunds to be processed within a legally defined period after the returned goods are received or after proof of return is provided.

Unless required by law, we are not responsible for:

  • exchange-rate variations;
  • foreign transaction fees;
  • bank or card issuer fees;
  • payment provider charges;
  • import duties, taxes, customs charges, or local government fees not collected directly by The One Store.

14) Import duties, taxes, and customs charges

Depending on the destination country, orders may be subject to import duties, taxes, customs charges, or local government fees.

Unless these charges were collected directly by The One Store at checkout or unless applicable law requires otherwise, such charges are not refundable by us. Customers may need to contact their local customs authority or tax authority to ask whether any refund of import duties or taxes is available after a return.

15) Exchanges

Exchanges are subject to product availability.

If the requested replacement item is unavailable, we may offer:

  • a refund;
  • store credit, where permitted by law and accepted by the customer;
  • an alternative item of equal or similar value, where agreed with the customer.

Price differences, additional shipping costs, and other applicable costs may apply to exchanges, unless the exchange is required because the original item was faulty, damaged, incorrect, or not as described.

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

To request a return, exchange, cancellation, or report a problem with your order, please contact our support team and include your order number and a clear explanation of the request.

Email: suporte@theonestore.com.br

Please do not send any item back without contacting us first and receiving the appropriate return instructions.

17) Important legal notice

This policy is intended to provide a clear and customer-friendly 30-day return and exchange process across the countries and regions we currently serve.

However, where the mandatory consumer protection laws of the destination country provide the customer with stronger rights, those mandatory rights will prevail.

Nothing in this policy is intended to limit, exclude, or replace any non-excludable consumer guarantees, statutory withdrawal rights, cancellation rights, refund rights, repair rights, replacement rights, or other mandatory remedies available under applicable consumer law.