Return & Refund Policy

Applicable Law & Consumer Rights: This Return & Refund Policy applies to all purchases made through onewellshop.com. If you are a consumer in the European Union, the United Kingdom, or any other jurisdiction with mandatory consumer protection laws, nothing in this policy limits or excludes your statutory rights. In case of any conflict between this policy and your local mandatory consumer rights, the local statutory provisions shall prevail.

1. Order Cancellation (Payment Refund)

You may cancel your order and request a full refund within 48 hours from the time you place the order, provided that the order has not yet been processed or dispatched. This is an unconditional refund that applies regardless of the reason.

If the order has already been processed or handed over to the carrier within the 48-hour window, we may not be able to cancel it. In such cases, please follow the standard return procedure under Section 2 or 3 below once you receive the package.

2. Change of Mind / Wrong Size (30-Day Return)

If you change your mind or ordered the wrong size, you may return the item within 30 days after receiving your order (based on the delivery date shown on the tracking information).

Refund Amount: The refund will be issued to your original payment method, minus the original outbound shipping fee (if any). The return shipping cost is borne by the customer as described in Section 7 below.

3. Quality Issues / Wrong Item / Missing Items

If your item is defective, damaged, or has any quality issues; or if you received an incorrect item or your package is missing any pieces, you may contact us within 30 days of delivery. Please provide your order number and clear photos or videos showing the issue.

We will investigate and resolve the issue by either sending the missing items, exchanging for the correct product, or issuing a full refund — including the original outbound shipping cost (if any). Return shipping costs for quality-related returns are covered by us as described in Section 7.

4. Hygiene Restrictions on Returns

For health and hygiene reasons, the following items can only be returned if the original hygiene liner / protective seal is still in place and intact, and the item has not been worn or washed:

• Intimate apparel (underwear, panties, bras with hygiene liners)
• Swimwear (bikinis, one-piece swimsuits)
• Bodysuits
• Any item explicitly marked with a hygiene seal on the product page

Returns of these items without the original protective liner will be rejected and sent back to you at your own cost.

5. Return Condition Requirements — Objective Standards

To be eligible for a return, all items must meet the following objective and verifiable criteria. We evaluate each return based on these standards, not on arbitrary discretion:

• Unused & unworn: The item has not been worn, used, or tried on for extended periods. Brief try-on for size verification is permitted, provided the item is not stretched, soiled, or damaged.
• Unwashed: The item has not been laundered, dry-cleaned, or treated with any chemicals.
• Original tags attached: All brand tags, size labels, and hygiene seals must remain attached in their original positions. Tags that have been removed, cut, or detached will result in rejection.
• Original packaging intact: The item must be returned in its original polybag or box, without damage to the packaging.
• No signs of wear: Items with deodorant stains, makeup marks, pet hair, perfume odor, smoke smell, or visible pilling will be rejected.
• No alterations: The item has not been altered, hemmed, or modified in any way.

If a returned item fails to meet any of the above standards, we will notify you with photographic evidence and offer the following options:

• Partial refund at our discretion (based on the extent of the damage); or
• Return the item to you at your own shipping cost.

We will not refuse a return without providing a clear, objective reason supported by evidence.

6. Order Processing & Shipping Time

Please note the distinction between processing time and shipping transit time:

• Processing time: Orders are processed and handed to the carrier within 7 business days after payment confirmation.
• Shipping transit time: Delivery to European countries typically takes 7–20 working days after dispatch. Other regions may take longer depending on distance and local postal efficiency.
• Total estimated delivery time = processing time + transit time. We recommend allowing extra time during peak seasons (e.g., Christmas, Black Friday).

7. Return Shipping Cost

• For quality issues, wrong item, or missing items: We will cover the return shipping cost. Please contact us first, and we will provide a prepaid shipping label or reimburse the tracked postage cost (up to a reasonable amount).
• For change of mind / wrong size selection: The customer is responsible for the return shipping fee. We recommend using a trackable shipping method, as we cannot be responsible for packages lost in transit during the return.
• International returns: For returns from outside Hong Kong, the customer bears the return shipping cost unless the issue is due to our error. Please contact us before shipping to confirm the best method.

8. Customs, Duties & Remote Area Delays

• Customs & Import Duties: International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are the sole responsibility of the customer and are not included in our shipping fees. We cannot predict or control these costs. Please check with your local customs office before placing an order if you have concerns.
• Customs Clearance Delays: In some cases, customs clearance may cause delivery delays beyond our control. We will assist with any documentation needed for customs, but we cannot expedite the clearance process.
• Remote Area Surcharges & Delays: Deliveries to remote or rural areas may take additional time and may be subject to extra shipping fees charged by the carrier. If your address falls into a remote zone, we will contact you before shipping to confirm any additional costs.

9. Shipping Records & Proof of Delivery

For all orders, we retain the following shipping records for dispute resolution and claim purposes:

• Actual carrier name — the specific courier service used for your order (e.g., DHL, Royal Mail, or other partners). This is shown in your shipping confirmation email.
• Tracking number — a unique number provided in your shipping confirmation email, valid for tracing your parcel on the carrier's official website.
• Dispatch date — the date your order was handed over to the carrier.
• Delivery confirmation — carrier's delivery record (including date and time) which serves as official proof of delivery. This is used to determine the start of your 30-day return window.

We recommend that you keep your shipping confirmation email and tracking number as evidence. These records are essential for any delivery disputes or insurance claims. If the carrier marks your parcel as "delivered" but you have not received it, we will use the carrier's delivery record as the starting point for investigation.

10. Return Address

To obtain the correct return address and a return reference number, please contact our customer service team at [email protected]. We will provide you with the current return address and any special instructions.

Your right to return is not conditional on contacting us first — you may initiate a return within the applicable time window regardless. However, we strongly recommend reaching out to ensure smooth processing and to receive the most up-to-date return address. Returns sent to an incorrect address may result in delays or loss of the package, for which we cannot be held responsible.

Our default return address is provided below. This address is actively monitored and staffed by our returns team. Please confirm with us before shipping, as the address may change:

11. Refund Method & Processing Time

• Refund Method: Refunds will be issued to the original payment method used at checkout (credit card, PayPal, or other gateways). We do not offer cash refunds or transfers to other accounts.
• Inspection Period: After the returned package is received at our warehouse, we will inspect the item within 3–5 business days. You will receive an email notification once the inspection is complete.
• Refund Processing: Once your return is approved, we will process the refund within 5–10 business days from the date of approval. You will receive a confirmation email when the refund is initiated.
• Bank/Payment Provider Delay: After we initiate the refund, your bank or payment provider may take an additional 3–7 business days to reflect the credit in your account. This is beyond our control.
• Partial Refunds: If the returned item does not meet the condition requirements, we may issue a partial refund or send the item back to you at your own cost. We will provide a clear explanation with photographic evidence and notify you before taking any action.

12. Important Notes

• Please inspect your package immediately upon delivery. Report any damage, incorrect items, or missing pieces as soon as possible to help us resolve it quickly.
• Sale or discounted items may have modified return eligibility — please check the product page before purchasing.
• Return requests must be initiated within the applicable time window. You are not required to contact us first to exercise your right to return, but doing so will help ensure faster processing.
• We reserve the right to refuse returns that do not comply with the objective standards set out in Section 5 above. Any refusal will be accompanied by a clear, evidence-based explanation.