Refund policy

ONEBUY offers eligible consumers a 30-day return period from the date of delivery. This policy explains how returns, withdrawals and refunds are handled for purchases made through ONEBUY.eu.

30-Day Right of Withdrawal

If you are a consumer, you may request to withdraw from your purchase within 30 days from the date you receive the goods, subject to the conditions and exclusions described below.

To exercise your right of withdrawal, please contact us before returning any product:

Email: support@onebuy.eu
Phone: +39 375 674 7860

Return Conditions

Returned products must meet the following conditions:

• The return request must be made within 30 days from delivery.
• The product must be returned in suitable condition and, where possible, in its original packaging.
• All accessories, manuals, components and items originally included with the product must be returned.
• The product must not show damage caused by improper use, negligence or handling beyond what is reasonably necessary to inspect it.
• Any seals, hygiene protections or safety elements must remain intact where required by law or by the nature of the product.

How to Request a Return

1. Contact ONEBUY at support@onebuy.eu.
2. Provide your order number and indicate which product you wish to return.
3. Wait for our return instructions before sending the parcel.
4. Package the product securely and send it according to the instructions provided.

Please do not return products without contacting us first. Returns sent without prior notice may take longer to identify and process.

Return Shipping Costs

Unless otherwise required by applicable law or expressly stated by ONEBUY, return shipping costs for a standard withdrawal are borne by the customer.

If the return is due to an incorrect, defective or damaged item supplied by ONEBUY, the appropriate return arrangements will be evaluated by our support team.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible after delivery.

To help us assess the issue, please provide:

• Your order number.
• A clear description of the problem.
• Photos of the product.
• Photos of the packaging where relevant.
• Any other information reasonably requested by our support team.

Depending on the circumstances and applicable consumer rights, the solution may include replacement, partial refund, full refund or another appropriate remedy.

Refunds

Once the returned product has been received and checked, we will notify you of the outcome of the return request.

Where a refund is due, it will normally be issued using the original payment method, unless otherwise agreed or required by law.

Refund processing times may vary depending on the payment provider, bank or payment method used.

Original Shipping Costs

Where required by applicable consumer law, standard outbound delivery costs may be refunded in connection with a valid withdrawal.

Any additional delivery costs resulting from the customer's choice of a more expensive shipping method than the standard option offered by ONEBUY may not be refundable.

Exclusions from the Right of Withdrawal

The right of withdrawal may not apply, or may be subject to specific limitations, in the cases provided by applicable law.

This may include, where legally applicable:

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
• Personalised or custom-made products.
• Goods that deteriorate or expire rapidly.
• Other products expressly excluded from the right of withdrawal under applicable law.

Bundles and Promotional Offers

If a product was purchased as part of a bundle, multi-item offer or promotional package, the refund may be recalculated according to the items actually returned and the conditions of the original offer.

If the complete bundle is returned, all products included in that bundle must also be returned unless otherwise agreed with ONEBUY.

Business Purchases

The 30-day consumer right of withdrawal described in this policy applies to eligible consumer purchases.

B2B purchases, commercial orders and transactions made by businesses or professionals may be subject to different return conditions agreed at the time of sale.

Order Cancellation Before Shipment

If ONEBUY cancels an order before shipment, for example because of stock unavailability, an exceptional delivery cost or another operational issue, any amount already paid for the cancelled order will be refunded.

Local Pickup Orders

Orders collected through Local Pickup remain subject to the applicable consumer return rights and conditions described in this policy.

Local Pickup does not convert the transaction into a direct warehouse sale, as the order must be placed and paid online before collection.

Contact Us

If you need assistance with a return or refund, please contact us and include your order number.

ONEBUY S.R.L.
Via Bonifica del Tronto 1
64010 Ancarano (TE) – Italy

Email: support@onebuy.eu
Phone: +39 375 674 7860

For additional delivery information, please see our Shipping Information and Shipping Policy.