Return & Refund Policy
When you buy from us, we want to make sure that you are completely satisfied with our products. If for any reason you are not satisfied with the goods you received, you can always ask for refunds. However, before returning the goods received, kindly take time to read and understand our return policy carefully. You are advised to contact our after-sale Customer Service team by dropping us an email to firstname.lastname@example.org or chat with us in our live chat which is available during our office hours before returning any item(s) and they will give you some useful advice.
Terms & Conditon:-
Please note that all return & refund of parcel have to be delivered back to TheOneMall within 30 days from the date of customers received the parcel.
1. Full Refunds
TheOneMall offers full refund on any items that are found to be faulty or damaged due to our fault. It will be based on our management’s discretion to confirm the party at fault for the damages. Damages caused because of the third party or customer’s own fault cannot be applied for refund.
2. Partial Refunds
TheOneMall also offers partial refund on the item(s) received by customer with some missing objects or parts (small defects). Our customer service team will inform you on the total sum of refunds allegeable for the small defects of the item(s) received.
3. Shipping Fees
Please note that TheOneMall will only bear shipping fees for the products that is shipped out wrongly and items with TOTAL defects causing the item(s) not usable in any aspects. TheOneMall will not bear any shipping fees for item(s) that our management had offer for partial refunds but customer do not accept the offer, exchange of item(s) size or colours.
*Please note that all of the above return/exchange item(s) either due to wrong item(s) received (Size, color or products), item(s) missing in parcel will not be entertained if customer failed to provide the following:-
i) Clear picture(s) of the consignment note;
ii) Clear picture(s) of the bar code of the product;
iii) Clear picture(s) of the packaging; and
iv) Clear picture(s) of the defect item(s) or item(s) to be exchange or return.
TheOneMall reserves the rights to charge any handling fees incurred for all returned products and not to entertain any refund that is non-compliance to our terms and condition of our Return & Refund Policy.
Steps for return and refund of products:-
i) Drop us an email to Support@theonemall.com and let us know your problem. For defect items, kindly take pictures of the defects and attached together in the email;
ii) Our customer service team will reply to your email and if our management confirmed that you are entitled to a full refund, an attachment of the return and refund slip will be attached together with the email;
iii) Log into your account, go to ‘My Account’ and then ‘Return/Exchange’ and fill in the relevant information;
iv) Proceed to print out the refund and return slip and fill in the relevant information; and
v) Send back the parcel to us and we will process your refund in within 1 – 3 working days.
Please note that all sum of amount refunded will be in your TheOneMall account.
All of the above Return & Refund policy is not applicable to items such as underwear, vest, towel, custom made products such as myopia glasses, football clothes with numbers and so on.