Returns & Refunds
Returns and refunds policy
At ONEA, your satisfaction matters. This policy explains how to return a product and how you are refunded, in accordance with the French Consumer Code.
1. Right of withdrawal (14 days)
You have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason or pay any penalty. If your order is delivered in several parcels, the period starts from receipt of the last parcel.
To exercise this right, inform us of your decision before the 14-day period expires by email at oneashop1@hotmail.fr, stating your name, your order number and the products concerned. You may use the model form below, but this is not mandatory.
2. Products that can be returned
Products must be returned to us new, unopened, sealed and in their original packaging, within 14 days after you have informed us of your withdrawal.
Exception for hygiene and health protection: in accordance with article L221-28 of the French Consumer Code, cosmetic and skincare products whose seal or packaging has been removed, and which therefore cannot be returned for hygiene reasons, cannot be taken back or refunded. The same applies to products that you have used.
3. How to return a product
- Write to us at oneashop1@hotmail.fr with your order number.
- We will send you the return address and instructions.
- Pack the product carefully and ship it using a tracked service. Keep your proof of shipment.
In the event of withdrawal, return shipping costs are at your expense. We recommend tracked shipping, as the parcel travels at your risk until we receive it.
4. Refund
We refund the full amount paid, including the initial standard delivery costs, no later than 14 days after being informed of your decision to withdraw. We may defer the refund until we have received the returned products, or until you provide proof of shipment, whichever is earlier.
The refund is made to the payment method used for the order, at no extra cost to you. If you chose a delivery method more expensive than standard delivery, the supplement is not refunded.
If a returned product is incomplete, opened or damaged, we may refuse the return or apply a deduction proportionate to the loss of value of the product, if it results from handling other than what is necessary to establish its nature and characteristics.
5. Defective, damaged or non-conforming product
If you receive a damaged or defective product, or one that does not match your order, contact us as soon as possible at oneashop1@hotmail.fr, with your order number and photos of the product and its packaging.
In this case, return shipping costs are covered by ONEA, and we offer you, as you choose and where possible, a replacement of the product or a full refund.
This procedure is in addition to your rights under the legal guarantee of conformity (articles L217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code), which remain fully applicable.
6. Cancellation before shipment
If your order has not yet shipped, contact us quickly by email: we will do our best to cancel it and refund you in full.
7. Model withdrawal form
To ONEA, oneashop1@hotmail.fr:
I/we (*) hereby notify you/us (*) of my/our withdrawal from the contract for the sale of the following product(s):
Ordered on (*) / received on (*): …
Order number: …
Product(s) concerned: …
Name of consumer(s): …
Address of consumer(s): …
Date: …
Signature (only if notified on paper): …
(*) Delete as appropriate.
8. A question?
Our team will answer you at oneashop1@hotmail.fr or +33 6 58 34 48 23.