RETURN POLICY

If you need to cancel your order — here’s what’s possible, and when.

Start Here: When You Need to Cancel an Order

You can cancel your order only if it hasn’t shipped yet and hasn’t entered production. If your cancellation request is approved at this stage, we’ll issue a full refund directly to your original payment method. Once your order has shipped, cancellation is no longer possible — in that case, you’ll need to follow our return process instead.

What to Do If You Receive the Wrong or Damaged Item

We cover all return shipping costs when the issue is ours — including damaged items, incorrect products, or any other fulfillment error attributable to ONEMARTLY. Contact us right away so we can arrange a replacement or refund, and provide prepaid return instructions.

Standard Returns (Unused & In Original Packaging)

You may request a return within 14 days of receiving your order — but only if the item is unused, in its original condition, and packed with all original materials, including boxes, tags, manuals, and accessories. You’ll also need proof of purchase: either your order confirmation email or receipt.

Before returning anything, you must contact customer service first. We’ll confirm eligibility, issue return instructions, and give you the correct return address. Do not send items back without prior authorization — unsolicited returns cannot be processed.

Refund Timing & What to Expect

Once we receive and inspect your returned item, and approve the return, we’ll issue your refund to the same payment method used for purchase. No restocking fees apply. Refund processing typically finishes within 7 days after approval. However, the time it takes for funds to appear in your account depends on your payment provider or financial institution — not on us.

When Refunds Are Delayed — Next Steps

If your refund hasn’t appeared after the expected timeframe, please follow this sequence before reaching out to us:

  • Check your bank or payment account records;
  • Contact your credit card provider;
  • Then contact your bank or financial institution.

Only after completing these steps — and confirming no delay was introduced upstream — should you write to us at cs@onemartly.com.

Where to Send Returns

We don’t publish a public return address. To ensure your return reaches the right team and gets processed quickly, you must contact customer service first. They’ll verify your request, confirm eligibility, and provide both step-by-step return instructions and the exact address to use.

We’re here to help — just reply to this email or write to cs@onemartly.com.