Clear returns. Statutory rights protected.

1. Change-of-mind returns

As a voluntary Onea Shop policy, an unwanted product may be requested for return within 14 days of delivery if it is unused, undamaged, complete, and returned with its original packaging, accessories and proof of purchase.

Where section 44 of the Electronic Communications and Transactions Act applies, the statutory 7-day cooling-off right applies irrespective of our voluntary policy, subject to the exclusions in that Act. The direct cost of returning goods may be for the customer’s account where permitted by law.

2. Wrong item, damaged on delivery or missing parts

Please notify us as soon as reasonably possible, preferably within 7 days. For a validated incorrect or damaged-on-delivery order, Onea Shop will arrange the appropriate collection or return process at no charge to you and will offer the remedy required by law and the circumstances, which may include replacement or refund.

3. Defective products

For goods covered by the Consumer Protection Act implied warranty of quality, you may return defective or unsafe goods within 6 months of delivery and request the remedy available to you under the Act, subject to lawful inspection of the product and the facts of the defect.

Damage caused by misuse, accidental damage, unauthorised modification, electrical surges, liquid damage, normal wear and tear or failure to follow manufacturer instructions is not automatically a manufacturing defect.

4. Manufacturer and extended warranties

Some products have a manufacturer or supplier warranty longer than 6 months. Onea Shop may facilitate the warranty process, while the manufacturer or authorised service channel may perform the technical assessment, repair or replacement.

5. Return preparation

• Back up personal data and remove accounts or activation locks where applicable.
• Include all accessories, manuals, cables and supplied parts.
• Package the product securely for transport.
• Do not send a product before receiving a return reference or instruction from Onea Shop.

6. Refunds

Approved refunds are normally processed back to the original payment method. We aim to process validated refunds as quickly as reasonably possible, typically within 10–15 business days, subject to payment-provider processing times and any shorter or mandatory statutory obligation.