1. Overview
We want you to feel confident when shopping with One Family Global. If something isn’t right, this policy explains your rights and how to request a return, exchange, or refund.
This policy applies to all purchases made through onefamily.global.
2. Your Right to Cancel (Cooling‑Off Period)
If you are a customer in the United Kingdom or European Union, you have a legal right to cancel your order within 14 days of receiving your items, for any reason.
To exercise this right, you must notify us in writing (email is fine) within the 14‑day period.
Once you cancel, you must return the items within 14 days of notifying us.
Refunds will be issued within 14 days of receiving the returned goods, using the original payment method.
3. Eligibility for Returns
To be eligible for a return:
- Items must be unused and in their original condition.
- Items must include all original packaging.
- Proof of purchase is required.
Certain items cannot be returned for hygiene or safety reasons (e.g., face coverings). Custom or personalised items may only be returned if faulty.
4. Faulty or Damaged Items
If your item arrives faulty, damaged, or incorrect, you have the right to:
- A full refund,
- A replacement, or
- An exchange.
You must notify us within 30 days of receiving the item.
For faulty items, we cover all return shipping costs.
5. Change‑of‑Mind Returns
If you are returning an item because you changed your mind:
- You are responsible for return shipping costs.
- Original shipping fees are non‑refundable.
6. Non‑Refundable Items
- Sale or discounted items
- Gift cards
- Personalised or custom‑printed items (unless faulty)
7. Exchanges
We offer exchanges for defective or damaged items.
For change‑of‑mind exchanges, you may be asked to cover shipping costs.
8. Gifts
If the item was marked as a gift at checkout:
- You may receive store credit for the value of the return.
- If the gift giver had the order shipped to themselves, refunds will be issued to the original purchaser.
9. How to Start a Return
To request a return, exchange, or refund, contact:
Email: [email protected]
Please include your order number and photos (if applicable).