Refund policy

RETURN AND REFUND POLICY

At ONEA, your satisfaction matters. This policy explains how to return a product and how you will be 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 giving any reason and without paying any penalty. If your order is delivered in several parcels, the period runs 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 you are not required to.

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.

Hygiene and health protection exception: 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, can be neither taken back nor refunded. The same applies to products you have used.

3. HOW TO RETURN A PRODUCT

1. Email us at oneashop1@hotmail.fr with your order number.
2. We will send you the return address and instructions.
3. Pack the product carefully and ship it with a tracked delivery method. Keep your proof of shipment.

In case of withdrawal, return costs are at your expense. We recommend tracked shipping, as the parcel travels at your risk until we receive it.

4. REFUND

We will refund all amounts paid, including the initial standard delivery costs, no later than 14 days after being informed of your decision to withdraw. We may delay the refund until we have received the returned products or until you provide proof of shipment, whichever happens first.

The refund is made to the payment method used for the order, at no additional cost to you. If you chose a delivery method more expensive than standard delivery, the extra cost 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 needed to establish its nature and characteristics.

5. DEFECTIVE, DAMAGED OR NON-CONFORMING PRODUCT

If you receive a product that is damaged, defective or 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 costs are covered by ONEA, and we offer you, at your choice and where possible, a replacement or a full refund.

This 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 been 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 of my/our withdrawal from the contract for the sale of the product(s) below:
Ordered on (*) / received on (*): …
Order number: …
Product(s) concerned: …
Name of consumer(s): …
Address of consumer(s): …
Date: …
Signature (only if notifying on paper): …
(*) Delete as appropriate.

8. A QUESTION?

Our team will answer you at oneashop1@hotmail.fr.