Returns & refunds
Need to return something? Contact ONAGONE with your order number and we’ll explain the next step.
Changed your mind?
For most online purchases, you can tell us you want to cancel within 14 days after delivery and then return the goods within another 14 days. Some exceptions apply, including certain made-to-order or clearly personalised goods.
Faulty, damaged or incorrect?
Tell us what happened and, where helpful, send photographs. Your rights under the Consumer Rights Act 2015 still apply, including when a product is faulty, misdescribed or not fit for purpose.
How to return an item
Contact us first for the correct return instructions and address; please don't send goods to an address that has not been confirmed for your return. Keep your proof of posting until your request has been resolved.
Refunds and postage
For valid change-of-mind cancellations, we refund the qualifying goods and standard outward delivery in line with UK law. Where a return is required, refunds are made within the applicable legal deadline after receiving the goods back or evidence of their return. Any responsibility for return postage depends on the reason for the return and the terms made clear before purchase. Faulty-goods remedies follow your statutory rights.
Personalised items
Some clearly personalised items cannot be returned simply for a change of mind. This does not affect your rights if an item is faulty or not as described.