We strive for your complete satisfaction with your TheONE instruments. However, if you're not entirely pleased, we've made the return process easy.
Timeframe for Returns:
You have up to 30 calendar days from the date of receipt to initiate a return for any item purchased from TheONE Music.
All returns must be authorized by TheONE Music Team beforehand. To qualify for a return, the item must be in its original condition with all accompanying materials, including the warranty card, manuals, and accessories.
1. Contact our customer service team at support@theonemusic.com to request a refund. Please include your order number, reason for return, and photos of the product.
Note:
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For quality-related issues, please provide a photo or video of the defective or damaged product.
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For non-quality-related issues, please adhere to the provided photo guide:
- Please include a clear photo of the product itself along with any accompanying accessories. (If the item has not been opened, a photo of the outer packaging is sufficient to avoid additional repackaging.)
- Please provide a photo of the outer packaging of the box to ensure there are no visible damages.
These photos will help us assess the condition of the returned item accurately. Thank you for your cooperation.
2. Upon receiving an email from us agreeing to process the return and providing a return label (if applicable), please ensure that the item is sent within 10 days of receipt. Once this time frame is exceeded, we reserve the right to refuse the return.
3. Once we receive the returned item(s), we will promptly initiate a refund to your original payment method within 1-3 business days.
1. If you receive a product with quality issues, please email support@theonemusic.com attaching photos and/or videos of the damage within 24 hours of receiving the item. Once the quality issue is confirmed, we will inform you of the next steps, which include a full refund or replacement.
2. For products without manufacturing defects, you are responsible for covering the shipping costs and handling fees for returning the item. Please note that shipping costs and handling fees are non-refundable.
Exchanges:
We only replace items if they are defective or damaged when you received. If you want to exchange to different items, you’ll need to place an new order, and return the unwanted item to us as a refund.
Important Notes Regarding Returns:
1. Please do not return the package using the address on the original packaging, as our warehouse does not accept self-shipped returns, and this address is not designated for returns. Otherwise, this will affect processing your return.
2. The returned product must be returned in the original packaging. Otherwise, we reserve the right to refuse the return. Besides, we do not accept returns for items that have been worn, damaged, washed, or altered in any way.
