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. RETURNS OR EXCHANGES

You have 7 days from the date you receive the product to return or exchange. The item should be in like-new condition, showing no visible signs of wear and tear.

  • If you have any issues with your order, please contact us via this Contact Form within 7 business days of order delivery to explain your demand. Our customer service department will then help provide a replacement or refund if deemed appropriate.
  • Please note that if you return your item without our prior request, we will not be responsible for any loss or additional costs resulting from your unapproved return.

About the fee

If the return or exchange is not due to product quality or receiving the wrong product, the buyer is responsible for the return shipping costs, and product restocking fees $3.3, and you will be held responsible for the payment fee (if incurred), which is non-refundable.

2. ORDER ADJUSTMENT/CANCELLATION

2.1. We typically start processing your order as soon as it is placed to ensure you will receive it on time. As a result, once an order has been processed, certain information cannot be modified. 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 48 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.

2.2. Cancellation beyond 6 hours after placing an order is not allowed. In case there is any inaccurate or insufficient information, such as an incorrect or inadequate address which prevents us from processing and/or delivering the order, we will notify you via your registered email. If we don't hear from you within 48 hours, we may need to cancel the order and refund the remaining amount (if any) after deducting all incurred costs of processing and shipping the product(s), depending on the order's state.

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. 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 7-10 business days after confirmation.
  • You should receive your refund within 3-5 business days of confirmation. 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).