Refund policy

Return & Refund Policy
14-Day Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item should be in the same condition that you received it, unworn or unused, with any original tags and, where reasonably possible, in its original packaging. You’ll also need your receipt or proof of purchase.

Starting a Return

The easiest way to request a return is through the self-service option in your customer account on our website. Log in to your account, select the relevant order and follow the available steps to submit your return request.

If you need additional help with your return, you can:

Chat with us: Use the chatbot on our website.
Email us: info@onetandeo.com

Once your return request has been accepted, you’ll receive instructions on how and where to return your package. Please do not send items back before submitting a return request, so we can provide you with the correct return instructions.

Return Shipping Costs

If you return an item because you have changed your mind, the direct cost of returning the item is your responsibility, unless OneTandeo expressly agrees to cover these costs.

If you received an incorrect, damaged, or defective item and OneTandeo is responsible for the issue, you will not be charged the necessary return shipping costs.

Damages, Defects and Incorrect Items

Please inspect your order upon receipt and contact us as soon as possible if your item is defective or damaged, or if you receive the wrong item. This allows us to evaluate the issue and provide an appropriate solution.

You can report the issue through the self-service option in your customer account. If you need additional assistance, please use the chatbot on our website or email us at info@onetandeo.com.

Your statutory rights regarding defective or non-conforming goods remain unaffected.

Exceptions / Non-Returnable Items

For certain products, the right of return or withdrawal may be excluded under applicable law. This may include:

goods that are liable to deteriorate or expire rapidly;
goods made to your specifications or clearly personalised;
sealed goods that are not suitable for return due to health protection or hygiene reasons once the seal has been broken after delivery;
other products that are exempt from the right of withdrawal under applicable law.

If you are unsure whether a specific item can be returned, please use the chatbot on our website or contact us at info@onetandeo.com.

Sale items may be returned where they qualify for return under this policy or applicable law.

Gift cards are non-returnable to the extent permitted by applicable law.

Exchanges

If you would like a different size, colour or item, the fastest option is to return the original item and, once your return has been accepted, place a separate order for the item you want.

European Union Right of Withdrawal

If you are a consumer purchasing online from OneTandeo and the statutory EU right of withdrawal applies to your purchase, you generally have the right to withdraw from your purchase within 14 days after receiving the goods, without giving a reason.

You can submit your return or withdrawal request through the self-service option in your customer account. You must clearly communicate your decision to withdraw within the applicable 14-day period.

If you need assistance, you can contact us through the chatbot on our website or at info@onetandeo.com.

After notifying us of your withdrawal, you must return the goods within the period required by applicable law.

You may inspect and assess the product as you reasonably would in a physical store. If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, you may be responsible for any resulting reduction in value where permitted by law.

The direct cost of returning the goods is your responsibility unless we expressly agree to cover it or applicable law provides otherwise.

Statutory exceptions to the right of withdrawal remain applicable.

Refunds

When you exercise your statutory right of withdrawal, we will reimburse the amounts we are legally required to refund no later than 14 days after you inform us of your decision to withdraw.

We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.

Because standard shipping is included in OneTandeo’s product prices, no separate standard shipping charge is added at checkout.

Approved refunds will be issued to your original payment method within 7 business days. Please note that your bank, credit card company or payment provider may require additional time before the refund appears in your account.

You can follow the status of your return through your customer account where this functionality is available.

If you need additional assistance with a return or refund, please use the chatbot on our website or email us at info@onetandeo.com.