Return And Refund Policy

The following terms and conditions apply to all orders placed on our website. if you have any questions please use the Contact Us page.

1. ORDER EDITING/CANCELLATION

1.1. Within 6 hours of placing your order, please reach us via our Contact Form if you need to change any order details so that we can assist in making possible changes.

You may change the product variant and/or shipping address. If the new product variant or shipping address increases the value of the original order, an additional payment will be required; if we don't receive your payment confirmation within 24 hours, we will process the order following the original information. If your order update request decreases the value of the original order, the pricing difference will not be refunded.

1.2. Cancellation beyond 6 hours after placing an order is not allowed.

We strive to prioritize fast shipping, so orders are processed and sent to our warehouse immediately after they’re placed beyond 6 hours. Because of this real-time processing, we cannot process cancellations once an order is submitted.

Unfortunately, if you want to make any changes (add something, remove something, change your address, or cancel your order) we are unable to accommodate these requests.

2. RETURNS OR EXCHANGES

We require that all returns or exchanges be initiated within 7 days from the date marked delivered.

The products that are unopened in original packaging or have never been used.

Returns can be refunded to the original method of payment. For all returns requesting a refund to the original payment method, there is a flat rate $7.50 processing/restocking fee that is deducted from the amount returned to you. 

If the product you received is returned due to quality issues (wrong product or damaged), the return shipping fee will be borne by us, otherwise the customer will be responsible for the return fees.

After confirming the exchange, make sure to drop off the returning item with the correct carrier as soon as possible, and email us tracking information. Your exchanged item will not be processed until the tracking information reflects that the item has been dropped off with the carrier.

The mailing address will be provided by email after submitting the application.

3. REPLACEMENT & REFUND

3.1. Replacement or refund conditions (if applicable):

Your order is not successfully delivered after 25 business days and no later than 30 business days from the order placement date for Express shipping, or after 35 business days and no later than 45 business days for Standing shipping.
Your order has an issue with inadequate quality. Please be aware that any quality-related claims must be made within 07 business days of the date indicated on the tracking information for the package.

3.2. To assist us in resolving product-related issues promptly, the complaint should be accompanied by complete and clear proof, as specified below:

• An unboxing video when you receive the package
• Photo(s) of quality issues and any damaged parts of the actual product received;
• Photo(s) of the incorrect item received (in case the item delivered is incorrect in terms of color/design/size compared to the order confirmation);
• Photo(s) of the size label and the entire item when measured with a ruler (in case of size is inconsistent with measurements stipulated in the size chart);
• Photo(s) of the original shipping label of the product received.

3.3. Refund processing time

After we confirm through email that you are qualified for a refund or replacement, we will process your refund/replacement within 7 business days of confirmation.

You should receive the tracking number for your replacement product(s) within 10 business days after confirmation.

We process refunds within 2 weeks of receiving the package. Kindly note that your payment provider determines when your refund will be credited to your payment account.

4. DISCLAIMER

4.1. You must provide all information and/or documentation related to your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if fraudulent activity is detected, or to refuse support if you do not sufficiently provide complete or accurate information and documents in accordance with our refund policy.

4.2. We will not be liable for any loss or shipment delivery failure caused by the recipient's absence, an incorrect or insufficient address, package refusal, or theft of goods after delivery.

4.3. We will not accept responsibility for any claim resulting from user error, such as wrong size, design, or color selection.

If you need help you can contact us at: hello@onetose.com Mon - Fri 9 am - 6 pm (EST).·