Refund policy

Last updated: October 19, 2026

At THAT ONE, customer satisfaction matters to us. If there is an issue with your order, we are here to help. Please review our return and refund policy below before making a purchase.

1. Return Eligibility

You may request a return within 30 days of receiving your order, subject to applicable consumer-protection laws.

To be eligible for a return, items should generally be:

Unused and in their original condition.
Returned with their original packaging and included accessories, where applicable.
Accompanied by proof of purchase or your order number.

Certain items may not be eligible for return due to hygiene, safety, or other applicable restrictions. Any exclusions will be applied in accordance with applicable law and disclosed where required.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery.

Include your order number, a description of the issue, and clear photographs or videos where appropriate.

After reviewing your request, we may offer a replacement, a refund, or another suitable resolution. Depending on the circumstances, we may not require you to return the affected item.

Your statutory consumer rights remain unaffected by this policy.

3. How to Request a Return

To initiate a return or report an issue, contact us at contact.thatoneshop@gmail.com with:

Your order number.
The item you wish to return.
The reason for your request.
Supporting photographs or other information, if relevant.

Please wait for return instructions and authorization before sending any item back. Returns sent without prior instructions may be delayed or may not reach the correct return location.

4. Return Shipping Costs

For returns due to a change of mind or an incorrect order placed by the customer, the customer may be responsible for return shipping costs, where permitted by applicable law.

If an item is defective, damaged, incorrect, or otherwise eligible for a remedy at our expense, THAT ONE will provide an appropriate resolution in accordance with applicable law.

Please contact us before returning any item so we can confirm the correct procedure and return address.

5. Refunds

Once your return or refund request has been reviewed and approved, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method. Processing times depend on your payment provider or financial institution.

Please allow 5–10 business days after a refund has been processed for the funds to appear in your account. Some providers may take longer.

If you have not received your refund after the applicable processing period, please contact us.

6. Exchanges and Replacements

If you receive a defective, damaged, or incorrect item, we will review the issue and determine whether a replacement, refund, or another suitable solution is appropriate.

Replacement availability depends on product stock and shipping availability. If a replacement cannot be provided, we will consider an appropriate alternative, including a refund where applicable.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to cancel the order before it is processed or shipped. However, because orders may be sent to our fulfillment partners promptly, cancellation cannot be guaranteed once processing has begun.

If an order has already shipped, it may no longer be possible to cancel it, and the applicable return procedure may apply. This does not affect any cancellation rights you may have under applicable law.

8. Non-Delivery and Lost Packages

If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate with our shipping partners.

If a shipment is confirmed lost or undelivered, we will work with you to find an appropriate resolution, such as a replacement or refund, in accordance with applicable law and the circumstances of the order.

Tracking information alone does not automatically determine whether a customer is entitled to a refund or other remedy.

9. International Orders

THAT ONE serves customers in multiple destinations. Return procedures, consumer rights, and refund requirements may vary depending on the customer's location.

Customers should contact us before sending an international return, as return destinations and shipping arrangements may differ from the original shipping route.

Nothing in this policy excludes or limits mandatory consumer rights under the laws applicable to your purchase.