Returns & Exchanges Policy

At The One Store, we offer a simple 30-day returns and exchanges policy for the countries we currently serve: United States, United Kingdom, Brazil, Ireland, Australia, New Zealand, Singapore, Portugal, Spain, and Canada.

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

1) Countries covered by this policy

This policy applies to orders delivered to the following countries only:

United States
United Kingdom
Brazil
Ireland
Australia
New Zealand
Singapore
Portugal
Spain
Canada

2) 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, the item must be returned in accordance with our instructions and must meet the conditions described in this policy.

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 any original packaging, accessories, and included components where applicable;
the request is made within the 30-day window.

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.

4) Personalised or engraved 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.

5) Faulty, damaged, or not-as-described items

If your item arrives faulty, damaged, incorrect, 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, packaging, and item received.

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

a replacement;
a refund;
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, or not-as-described goods.

6) 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;
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.

7) 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, 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, and any supporting evidence available.

8) 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, or becomes unrecoverable because the customer provided an incorrect, incomplete, invalid, or insufficient address, this will be treated as the customer’s responsibility.

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.

9) 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 or dispatch, changes may no longer be possible.

This clause does not affect any mandatory cancellation rights that may apply under consumer law in the destination country.

10) 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, improper handling, or unauthorised modification;
include all accessories, packaging, and components originally supplied where applicable.

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

11) How to request a return or exchange

To request a return, exchange, 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.

12) Important legal notice

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