Returns & Refund Policy
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. We recommend contacting us before returning any items so we can assist you with the process.
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 made-to-order 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
- 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
As many of our products are made-to-order, we do not offer refunds for change of mind, incorrect sizing, or buyer’s remorse, except where required by law.
Where a return is accepted at our discretion, you will be responsible for return shipping costs, and original shipping fees are non-refundable.
6. Non-Refundable Items
The following items are non-refundable:
- Sale or discounted items
- Gift cards
- Personalised or custom-printed items (unless faulty)
- Face coverings and other hygiene-sensitive items
7. Exchanges
We offer exchanges for defective or damaged items.
If you request a size exchange or change-of-mind exchange and it is approved, a new item will need to be produced and ordered. In such cases, the cost of the replacement item and any associated shipping may be your responsibility.
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. Customers in Brazil
Customers residing in Brazil have the right to request a return within 7 consecutive days of receiving their item.
To initiate a return, customers must contact us within this period and provide a photo of the item.
All return requests will be reviewed to confirm the item has not been used, worn, or damaged (even partially). If the product shows signs of use or damage, a refund will not be issued.
10. 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).