Refund policy

At Theonemart, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return if:

  • The product is damaged or defective upon delivery.
  • You received the wrong item.
  • The product has a manufacturing defect.
  • The item is significantly different from the product description.

To be eligible for a return:

  • The request must be made within 7 days of receiving your order.
  • The item must be unused and in its original condition.
  • All original packaging, tags, accessories, and invoices must be included.
  • Proof of purchase and clear photos or videos of the issue may be required.

2. Non-Returnable Items

The following items cannot be returned unless they arrive damaged or incorrect:

  • Personal care products
  • Beauty products
  • Undergarments
  • Perishable goods
  • Customized or personalized items
  • Gift cards
  • Clearance or final sale items

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please provide:

  • Your order number
  • Clear photos or videos of the product
  • Photos of the packaging (if applicable)

After verification, we will offer a replacement, exchange, or refund where appropriate.

4. Refunds

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed using the original payment method whenever possible.
  • Processing times may vary depending on your payment provider.
  • Shipping fees are generally non-refundable unless the return is due to our error.

5. Exchanges

We replace items only if they are:

  • Damaged
  • Defective
  • Incorrectly shipped

Replacement requests are subject to product availability.

6. Order Cancellation

Orders may be cancelled before they are processed or dispatched.

Once an order has been shipped, cancellation requests may not be accepted.

7. Return Shipping

If the return is due to our mistake (wrong, damaged, or defective item), Theonemart will provide instructions regarding the return process.

For returns requested for other eligible reasons, return shipping costs may be the customer's responsibility unless otherwise stated.

8. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again.
  • Contact your payment provider or bank, as processing may take several business days.
  • If you still have not received your refund, please contact us.