Refund Policy
RIGHT OF WITHDRAWAL
Description of the right of withdrawal
You have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the goods. If you have purchased several products and the shipment has been split, the withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the last of those goods.
To exercise the right of withdrawal, you must notify us of your decision to withdraw by means of an unequivocal statement sent to the email address hello@theoneoff.cc with the subject line <<Exercise of the right of withdrawal>>.
To meet the withdrawal deadline, it is sufficient for the communication concerning your exercise of this right to be sent before the relevant period has expired.
Consequences of withdrawal
In the event of withdrawal on your part, we will reimburse all payments received from you, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer) without undue delay and, in any event, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment used by you for the initial transaction, unless you have expressly provided otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods.
You must return the goods to us or hand them over directly to us at C/ Músico Azorín Torregrosa 12, 30510, Yecla, Murcia, without undue delay and, in any event, no later than within 14 calendar days from the date on which you notify us of your decision to withdraw from the contract. The deadline will be deemed to have been met if you send back the goods before that period has expired. You must bear the direct cost of returning the goods.
It is essential that the products to be returned are in perfect condition, with all their accessories and the original packaging. If there is any Regalo por compra in the order, it must be returned in order for the withdrawal to be accepted.
Exceptions to the right of withdrawal
The right of withdrawal will not apply where the goods have been made according to the consumer and user's specifications or are clearly personalized.
The right of withdrawal will also not be accepted when the item being returned is not exactly the one purchased, unless a product different from the one purchased was sent to you by mistake, it has been unsealed after delivery, it is not in perfect condition or it has been opened or used, except where the purchased product has some kind of flaw or defect.
BROKEN, DEFECTIVE OR INCORRECT PRODUCTS
If, upon delivery of an order, you notice that the packaging has been tampered with or damaged, you must note the reason and the customer's signature on the carrier's delivery note.
If you receive a product with a manufacturing defect, flaw or that is incorrect, you have 7 days from receipt of the order to return it, provided that you notify us within 48h from receipt of the order via our email hello@theoneoff.cc.
It is essential that you send us a high-resolution photo of the broken, defective, or incorrect item and keep said item in order for us to process the return, as well as a photo of the original packaging, which you must also keep. We will indicate the procedure to follow in order to proceed with the return. Likewise, and as in the preceding section relating to withdrawal, the goods received must be in their original packaging, in perfect condition, and accompanied by a copy of the proof of purchase.
If there is any purchase gift included in the order, it must be returned in order for us to accept the return.
Once the goods have been received and after verifying their condition, the corresponding amount will be refunded using the payment method used for the order.
RETURN POLICY
At The One Off, we want you to be completely satisfied with your purchase. That is why we offer a simple return or exchange process, under the following conditions:
General Conditions for Returns and Exchanges
- Eligible items: Returns are only accepted for Collection items. Returns of customized garments are not accepted.
- Direct purchase on theoneoff.com: Returns will only be accepted if the products have been purchased directly from our official website theoneoff.com. For products purchased in physical stores or from authorized distributors, please contact the establishment where you made the purchase.
- Return period: You have 45 calendar days from the date of your order to request a return or exchange.
- Product condition: Items must retain their original packaging and tags, with no signs of use, washing, or damage. They must be in new condition.
- Specific conditions for the United Kingdom (UK): For orders placed from the United Kingdom, only returns are accepted, not exchanges. Returns incur a cost of €4, which will be deducted from the final refund.
Return Shipping Costs
At The One Off, we cover return shipping costs worldwide, provided that:
- The collection is scheduled by The One Off.
- It is the first return associated with your order.
Refund
After receiving and reviewing the returned items at our facilities:
- We will verify that the products are in perfect condition and free from damage.
- We will process the corresponding refund within a maximum period of 10 business days.
Order Cancellation
You may cancel your order as long as it has not been processed at our facilities. Even if payment has been made, if the order has not left our warehouse, it is possible to cancel it.
To request cancellation:
- Open an online chat and provide your personal details along with the order number.
- Or send us an email at hello@theoneoff.cc with the same information.
How to Start the Process
If you purchased your items on theoneoff.cc, you can request an exchange or return in two ways:
- Through our returns portal.
- From your customer account on our official website.
If you have any additional questions, do not hesitate to contact us. We are here to help!