Returns Policy

ONETHANZERO Ltd, One Canada Square, London, E14 5AA, United Kingdom. Company Registration Number: Pending. VAT Registration Number: Pending.

Customer Support: support@onethanzero.com

To qualify for a return, items must be:

United Kingdom — under the Consumer Contracts Regulations 2013, customers have the right to cancel an online order within 14 days from the day after receiving the order, and must return the product within 14 days of confirming cancellation.

International — customers may request returns within 30 days of receiving their order.

Contact support@onethanzero.com with order number, full name, email address used for purchase, product(s) being returned, and reason for return. Do not send items back without first contacting ONETHANZERO — unregistered returns may experience delays.

United Kingdom — customers are responsible for return shipping costs unless the item is faulty, the wrong product was received, or the product arrived damaged.

International — customers are responsible for return shipping costs, customs requirements, import fees and duties. We recommend tracked shipping. ONETHANZERO is not responsible for returned items lost during transit without valid tracking.

Once received, your return will be inspected. If approved, refunds are processed within 5 business days to the original payment method. Your bank or payment provider may require additional time to display the refund. Original shipping fees are generally non-refundable unless required by law, the product was incorrect, or the product was faulty.

We support exchanges where stock availability allows. If the requested replacement item is unavailable, we will provide a refund or store credit where appropriate. Limited releases, numbered products, and exclusive drops may have limited exchange availability.

If your item arrives damaged, defective, incorrect, or missing components, contact us within 14 days of receiving your order with your order number, description of the issue, and photographs showing the problem. Resolutions may include replacement, repair where appropriate, or refund.

A manufacturing defect may include incorrect stitching, construction failure, or material defects present upon delivery. It does not include normal wear and tear, fading caused by washing, damage caused by incorrect care, accidental damage, alterations, or misuse.

For hygiene, safety, or product integrity reasons, certain products may not be eligible for return if opened, used, or worn:

Products marked as final sale, clearance, or limited promotional items may not be eligible for return unless defective, damaged upon arrival, or required by applicable law.

Customers are responsible for accurate delivery information. If an order cannot be delivered due to incorrect address, incomplete information, or failure to collect, additional shipping costs may apply.

ONETHANZERO reserves the right to investigate unusual return activity including repeated excessive returns, suspected product misuse, returning different items, and fraudulent claims. Where misuse is identified, we may restrict account access, refuse future orders, or suspend membership benefits.

Customers outside the United Kingdom may be responsible for import duties, customs charges, and local taxes. ONETHANZERO cannot refund customs duties unless required by law.

Nothing in this Returns Policy affects your legal rights. UK customers retain rights under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

ONETHANZERO Ltd, One Canada Square, London, E14 5AA, United Kingdom. support@onethanzero.com