The law grants consumers the right of withdrawal, which means you can return your items within 14 days. We believe you won't regret it, so if you are not entirely satisfied, you can return your item within 30 consecutive days after receiving the order.
To initiate the return process please select this option on your Client Area on our website.
Below is a step-by-step guide to complete the return process:
- Enter the ONE website
- Hover over the icon of your profile in the top left corner
- Click on 'My Account'
- Click on 'My Orders'
- Choose the order and click to open
- Below, click on 'Return / Exchange'
- Click on 'Return'
- Choose the reason for the return
- Select the returning method
- Choose how you want to receive the refund
- Click on 'Finish'
Subsequently, you must send your order to be reviewed by our technical support department. Items should always be returned in the original packaging and with all accessories.
Only items in perfect condition, without any damage or signs of use, will be accepted. After a successful product validation we will proceed with the refund to the selected method.
Along with your order we also send a plastic envelope and a label. Simply place the item, original accessories, and the corresponding invoice inside this envelope and deliver it to the counter of a DPD "Pick-Up" point to be sent to us at no cost.
If you no longer have the envelope you can send it directly to our address:
Attn: ONE Customer Support
Rua das Amoreiras 56