Refund policy

Return, Refund & Replacement Policy

At Onetify, we are committed to providing quality products, reliable service, and a positive shopping experience. We understand that issues may occasionally arise, and we aim to resolve them fairly and efficiently.

Please review our return, refund, replacement, and cancellation policies before placing your order.

1. 14-Day Return Policy

Onetify offers a 14-day return period for eligible, non-personalized products.

Customers may request a return within 14 calendar days of receiving their order.

To be eligible for a voluntary return:

  • The product must be unused, unworn, and in its original condition.

  • Original packaging, accessories, labels, and tags should be included where applicable.

  • Proof of purchase or a valid order number must be provided.

  • The customer must request return authorization before sending the product back.

  • The product must not fall under our non-returnable or final-sale categories.

To request a return, contact support@onetify.com within 14 calendar days of delivery.

Once approved, we will provide return instructions and the appropriate return address.

Customers should dispatch authorized returns within 14 calendar days of receiving return authorization, unless a longer period is required by applicable law.

Please do not return products without prior authorization, as this may delay processing.

Onetify does not charge restocking fees.

This voluntary return policy does not restrict any mandatory consumer cancellation or return rights.

2. Custom & Personalized Products — Final Sale

All custom-made, personalized, and individually customized products are FINAL SALE.

Because these products are produced according to individual customer specifications, they cannot be returned, exchanged, or refunded for a change of mind, personal preference, or customer-submitted errors, except where required by applicable law.

Examples include, but are not limited to:

  • Personalized mugs, drinkware, and gifts.

  • Clothing featuring customer-submitted photographs, logos, names, or designs.

  • Products featuring uploaded images, artwork, or personalized text.

  • Customized home decor, accessories, and merchandise.

  • Products created or manufactured according to individual customer specifications.

Customer Responsibility & Design Approval

Customers are responsible for carefully reviewing their customization details before submitting an order, including:

  • Uploaded photographs, images, logos, and artwork.

  • Names, spelling, dates, and personalized messages.

  • Product sizes, colors, and selected variations.

  • Design placement, layout, and customization instructions.

By submitting an order, customers confirm that the information and materials provided are accurate and that they own or have the necessary permission to use any uploaded images, logos, or artwork.

If a design preview or proof is provided, customers are responsible for reviewing and approving it before production.

Once production begins, modifications and cancellations may not be possible.

Onetify is not responsible for errors resulting from inaccurate customer-submitted information or approved designs, provided the finished product conforms to the submitted or approved specifications.

Minor variations in color, placement, texture, or appearance may occur due to printing methods, production processes, materials, and screen-display differences. Normal manufacturing variations do not automatically constitute defects.

Damaged, Defective, or Incorrect Personalized Products

If a personalized product arrives damaged, defective, or materially different from the approved specifications, please notify us within 3 business days following delivery.

Include your order number, photographs showing the issue, and a brief explanation.

Verified production errors or damage will be resolved through a complimentary replacement as our standard procedure.

If the product must be returned due to a verified Onetify error or defect, Onetify will cover the authorized return shipping cost.

Refunds or other remedies will be provided where required by applicable consumer protection laws.

Customization Content Restrictions

Onetify reserves the right to reject customization requests involving suspected intellectual property infringement, prohibited content, unlawful materials, or other legitimate production concerns.

Any required cancellation or refund will be handled in accordance with applicable law.

3. Wrong Items Shipped

If Onetify ships an incorrect product, size, color, or variation that differs from the customer's order, we will arrange a replacement with the correct item at no additional cost once the error has been verified.

Customers are requested to report incorrect items within 3 business days following delivery.

When contacting us, please provide:

  • Your order number.

  • Clear photographs of the product received.

  • Photographs of the product packaging and shipping label, if available.

  • A description of the discrepancy.

Return Shipping Costs

If Onetify ships the wrong item, Onetify will cover 100% of the authorized return shipping costs. (subject to approval and a prepaid label will be provided. Onetify will not reimburse via your own shipping method unless otherwise approved) 

If we require the incorrect product to be returned, we will provide a prepaid return label or arrange another approved return method.

Our standard resolution for verified shipping errors is to send the correct item rather than issue a refund.

4. Products Damaged Upon Arrival

If an item arrives damaged, defective, or unusable due to shipping damage or a production issue, please notify Onetify within 3 business days following delivery.

Please include:

  • Your order number.

  • Clear photographs showing the damage or defect.

  • Photographs of the shipping packaging, if available.

  • A description of the problem.

We may request additional relevant information to help verify the claim.

Replacement Policy

For verified items damaged upon arrival, Onetify will arrange a replacement at no additional cost as our standard resolution.

If a return is necessary, Onetify will cover 100% of the authorized return shipping costs. (subject to approval and a prepaid label will be provided. Onetify will not reimburse via your own shipping method unless otherwise approved) 

Depending on the circumstances, we may authorize a replacement without requiring the damaged item to be returned.

 

5. Missing Items From an Order

If an order arrives with one or more items missing, please notify Onetify within 3 business days following delivery.

Please provide your order number, a description of the missing items, and photographs of the received products and packaging, where available.

Please note that orders containing multiple products may be shipped in separate packages and arrive at different times.

We will review the order, shipment records, and available fulfillment information to determine whether an item is missing.

For verified fulfillment errors, Onetify will ship the missing item at no additional cost as our standard resolution, subject to product availability and applicable consumer protection laws.

6. Lost Shipments & Reshipment Policy

If a shipping carrier confirms that a package has been lost in transit, or tracking information shows a status of "Lost" or "Return to Sender," Onetify will arrange a complimentary replacement shipment, provided the claim meets our eligibility requirements.

45-Day Notification Requirement

Customers must notify Onetify within 45 calendar days from the original shipment date to qualify for our standard complimentary lost-package reshipment service.

The shipment date is the date the package was dispatched, as indicated in the shipping confirmation.

Requests submitted after this period may not qualify for complimentary reshipment under our voluntary policy.

Packages Confirmed as Delivered

If the shipping carrier provides valid proof of delivery confirming delivery to the designated shipping address, the package will generally be considered delivered.

When the carrier confirms delivery, we are typically unable to file a lost-package claim or provide a complimentary replacement solely based on a report of non-receipt.

If tracking shows that a package was delivered but it cannot be located, customers should contact the carrier for additional delivery information.

Onetify may review relevant evidence of delivery errors and will provide any remedies required under applicable law.

Incorrect Addresses & Failed Deliveries

Packages returned or undeliverable due to incorrect or incomplete customer-provided shipping information, refusal of delivery, or failure to collect a package may not qualify for complimentary reshipment.

Additional shipping charges may apply when a customer requests another delivery attempt.

Replacement Instead of Refund

For eligible, verified lost shipments, Onetify's standard resolution is to send a replacement shipment at no additional cost rather than issue a refund.

If the original product is unavailable, we will contact the customer regarding the available options.

Refunds or alternative remedies will be provided where required by applicable law.

The 45-day notification period does not restrict statutory rights concerning undelivered goods.

For more information, please refer to our Shipping Policy.

7. Reporting Deadlines

For incorrect items, missing items, and products damaged upon arrival, customers are requested to notify Onetify within 3 business days following delivery.

For the purposes of this policy, business days are Monday through Friday, excluding applicable public holidays.

For lost shipments, customers must notify Onetify within 45 calendar days from the original shipment date to qualify for our standard complimentary reshipment service.

These reporting periods allow us to investigate claims promptly and work with shipping partners and suppliers.

They do not eliminate or restrict mandatory consumer rights relating to faulty, incorrect, or undelivered products.

8. Non-Returnable & Final Sale Items

The following products are generally excluded from voluntary returns or exchanges:

  • Custom-made, personalized, and individually customized merchandise.

  • Gift cards.

  • Digital products and downloadable content once access or delivery has begun, where the legal conditions for excluding cancellation rights have been satisfied.

  • Perishable goods.

  • Certain hygiene and personal-care products once unsealed, where legally permitted.

  • Intimate apparel and other hygiene-sensitive products where an applicable legal exception exists.

  • Clearance items explicitly designated as final sale, where legally permitted.

Standard products printed on demand without genuine customer-specific personalization are not automatically excluded from applicable statutory cancellation rights.

Final-sale restrictions do not eliminate legally required remedies for defective, damaged, or incorrectly supplied products.

9. Return Shipping Fees

Voluntary Returns

For approved voluntary returns involving a change of mind, incorrect customer selection, or other reasons not caused by Onetify:

  • Customers are generally responsible for return shipping costs, where permitted by applicable law.

  • Original shipping fees are generally non-refundable, except where applicable law requires their reimbursement.

  • Returned products must meet applicable eligibility requirements.

Onetify does not charge restocking fees on eligible returns.

Incorrect, Damaged, or Defective Products

If Onetify ships an incorrect product or an item arrives damaged or defective, we will cover 100% of the authorized return shipping costs.(subject to approval and a prepaid label will be provided. Onetify will not reimburse via your own shipping method unless otherwise approved) 

When a return is required, we will provide a prepaid return label or arrange another approved return method.

Customers will not be responsible for additional shipping charges associated with an approved replacement of a verified incorrect, damaged, or defective product.

10. International Returns

Customers must contact Onetify and receive return authorization before sending a product back.

The appropriate return address will be provided after the return request has been reviewed and approved.

Please do not send products back to the original sender or the address shown on the shipping label unless specifically instructed.

Return destinations may differ from the original shipping location.

For voluntary returns, customers are generally responsible for return shipping costs where permitted by law.

For verified incorrect, damaged, or defective items requiring return, Onetify will arrange and cover authorized return shipping costs.

In certain cases, we may approve a replacement without requiring the original product to be returned.

11. Order Cancellations

Standard Products

Customers should contact us as soon as possible if they wish to cancel an order.

We will make reasonable efforts to accommodate cancellation requests before processing or shipment.

Once an order has shipped, cancellation or return requests will be handled according to the applicable return policy and consumer protection laws.

Custom & Personalized Products

Because customized products are created specifically for each customer, orders may enter production shortly after purchase.

Cancellation and modification requests should be submitted as soon as possible.

Once customization or production has begun, personalized orders generally cannot be canceled, modified, or refunded due to a change of mind or customer-submitted errors.

Requests are subject to production status and applicable consumer protection laws.

12. Delayed or Unavailable Orders

If an order cannot be shipped within the stated or otherwise applicable timeframe, Onetify will notify the customer of the delay when required and provide the available options.

Where applicable, customers may choose whether to accept a revised shipping timeframe or cancel their order for a refund.

If an item becomes unavailable, or fulfillment cannot be completed, we will review the order and provide an appropriate resolution such as refund.

13. Replacement Availability

Replacement products are subject to stock and supplier availability.

If the original product is unavailable, Onetify may offer a suitable alternative of equal or greater value for the customer's consideration.

Alternative products will not be shipped without customer agreement.

Where a replacement or agreed alternative cannot be provided, the matter will be resolved in accordance with applicable consumer protection laws.

14. Exchanges

Eligible standard products may be exchanged subject to approval and product availability.

Exchange requests must meet the applicable return eligibility requirements.

For customer-requested exchanges involving size, color, style, or personal preference, customers may be responsible for return shipping and additional delivery costs where permitted by law.

For verified incorrect, damaged, or defective items, Onetify will provide a replacement without additional authorized shipping charges as our standard resolution.

15. Product Warranty

Certain products may include a voluntary limited warranty of up to 90 days, depending on the item and applicable manufacturer warranty.

Warranty coverage generally excludes:

  • Damage caused by misuse or improper handling.

  • Accidental damage.

  • Unauthorized alterations or repairs.

  • Normal wear and tear.

  • Damage resulting from failure to follow product instructions.

Claims may require order details, photographs, and other reasonable supporting documentation.

Any voluntary warranty is separate from, and does not reduce or replace, statutory consumer guarantees and legal rights.

16. Claim Verification & Fraud Prevention

To protect legitimate customers and prevent fraudulent claims, Onetify reserves the right to review and verify return, replacement, warranty, and refund requests.

Verification procedures may include:

  • Reviewing order details and purchase records.

  • Examining shipment tracking and carrier delivery records.

  • Checking proof of delivery where available.

  • Requesting clear photographs or videos of alleged damage or defects.

  • Comparing submitted claims with product specifications and customization records.

  • Reviewing original design submissions and approved production proofs.

  • Requesting the return of an item for reasonable inspection when necessary.

  • Investigating duplicate, inconsistent, altered, or suspicious claim evidence.

False or Manipulated Evidence

Submission of fraudulent, altered, AI-generated, or digitally manipulated evidence intended to misrepresent product condition, shipment status, or order contents is prohibited.

Claims shown to be fraudulent may be denied, subject to applicable consumer protection laws.

We may request reasonable additional evidence when claim information is incomplete or inconsistent.

Customers will not be required to submit unnecessary sensitive personal documents for routine claims.

Claims will not be denied solely because a customer cannot provide a particular type of photograph or video when other sufficient evidence is available or applicable law requires a remedy.

17. Refund Processing

Where a refund is approved or required, Onetify will notify the customer regarding the refund.

When a product return is required, refunds will generally be processed after the return has been received and inspected, subject to applicable legal requirements and deadlines.

Refunds will be issued to the original payment method unless otherwise agreed or legally required.

Payment providers may require additional time to reflect the refund in the customer's account.

Refunds will be processed within the timeframes required by applicable consumer protection laws.

 Contact Us

For returns, refunds, replacements, warranty assistance, incorrect products, missing items, or shipment-related concerns, please contact:

Onetify Customer Support

Email: support@onetify.com

Please include your order number and a brief description of the issue so that our support team can assist you efficiently.

Thank you for shopping with Onetify.