Need help with a return? Please review the return eligibility requirements, costs, and instructions below.
At a glance
-U.S. deliveries: Request a return within 30 calendar days of receiving your item. Approval is required before shipping it back.
-Returns for non-quality reasons: Return shipping costs and a 5% handling fee apply. We provide the return label and deduct these costs from your refund.
-Issues caused by us: If we confirm that the issue is our responsibility, we will resolve it at no cost to you.
-Deliveries outside the U.S.: Due to high cross-border return shipping costs, we do not accept returns for change of mind, personal preference, or other non-quality reasons. Please consider your purchase carefully before placing an order.
1. Return Eligibility
This policy applies to purchases made directly from theonemusic.com. For purchases made through another retailer or marketplace, contact the original seller.
Orders delivered within the United States
You may request a return within 30 calendar days of receiving the item.
All returns require approval from TheONE. Items must be returned in their original condition, with the original packaging, accessories, manuals, warranty card, and other included materials.
For non-quality returns, we cannot accept items with customer-caused damage, signs of wear, or alterations. If your item arrived damaged or faulty, follow the guidance below so we can review the issue.
Orders delivered outside the United States
Orders delivered outside the United States involve high cross-border return shipping costs. For this reason, we do not accept returns for change of mind, personal preference, or other non-quality reasons. This policy does not affect any return rights required by applicable law.
Please review the product details and compatibility before placing your order. If you need help choosing, contact support@theonemusic.com.
If your item arrives damaged, defective, or incorrect, contact us with your order number and photos or a video of the issue. If we confirm that the issue is our responsibility, we’ll arrange an appropriate solution at no cost to you.
Shipping damage or a fault on arrival
Please inspect your item when it arrives. If you notice shipping damage or a fault during initial setup, contact us as soon as possible, ideally within 24 hours of delivery. Keep the packaging and send photos or a video showing the issue.
2. Return Costs
Non-quality returns — U.S. deliveries
For returns due to change of mind, personal preference, or other non-quality reasons, you are responsible for:
-The return shipping cost.
-A handling fee equal to 5% of the amount paid for the returned item(s).
For a full-order return, the handling fee is 5% of the total amount paid for the order. For a partial return, it is 5% of the amount paid for the item(s) you return, after discounts.
Both the return shipping cost and handling fee will be deducted from your refund.
We provide the return label for approved returns. Providing a label does not mean that return shipping is free.
Damaged, defective, or incorrect items
If we confirm that the issue is our responsibility, you will not pay return shipping, a handling fee, or any other costs associated with resolving the issue.
We’ll confirm the appropriate refund, replacement, or other resolution with you. If a return is required, we will provide the return label and shipping instructions at no cost to you.
3. How to Return an Item
Step 1: Contact our support team
Email support@theonemusic.com with:
-Your order number.
-The item(s) you want to return.
-Your reason for returning them.
-The relevant photos or video described in the photo guide below.
Please contact us before shipping anything back.
Step 2: Receive your label and ship your return
Once we approve your return, we’ll provide a return shipping label and packing instructions.
Use the label we provide and drop off the package with the carrier shown on the label within 10 calendar days of receiving the label and return instructions. If you cannot ship within this period, contact us before the deadline. Returns shipped late without an agreed extension may be declined.
Use only the return label and instructions provided by our support team. The address printed on the original shipping box may not be the correct return address.
Step 3: Inspection and refund
Our warehouse team will check in and inspect the returned item. Once the inspection and refund approval are complete, we will initiate your refund to the original payment method within 1–3 business days.
A carrier’s “delivered” status does not mean our warehouse has completed check-in or inspection. The time needed for these steps varies. Your bank or payment provider may need additional time to post the refund to your account.
If tracking shows delivery and you are waiting for an update, email us with your order number and return tracking number. We’ll check the status with our warehouse and review the next steps.
4. Return Photo Guide
Unopened items
Send clear photos of the outer packaging, including any visible damage. You do not need to open a sealed item just to take photos.
Opened items
Send a clear photo of the product and all included accessories, plus photos showing the condition of the outer packaging.
Damaged or faulty items
Send close-up photos of the damage or a short video showing the fault. For shipping damage, also photograph the outer box and protective packaging.
Keep the original packaging while we review your request.
5. Exchanges
We offer replacements for items confirmed to have arrived damaged or defective. Contact our support team so we can confirm the next steps.
For U.S. deliveries, if you want a different product, request a return for the unwanted item and place a new order. The return conditions, return shipping cost, and 5% handling fee apply to non-quality returns.
For deliveries outside the United States, we do not offer returns or exchanges for personal preference or other non-quality reasons.
6. Cancellations & Address Changes
Contact support@theonemusic.com as soon as you need to cancel an order or change the delivery address. Include your order number and the requested change. We will check the shipment’s status and confirm whether we can accommodate your request.
U.S. orders that have already shipped
If your order has left our warehouse, we can request a carrier interception, but success is not guaranteed.
For a customer-requested cancellation, a successful interception incurs:
-A carrier interception charge, generally equivalent to the return shipping cost.
-A 5% handling fee based on the amount paid for the item(s) being canceled.
If interception fails, you may request a return after delivery under the return conditions above. If you proceed with a non-quality return, the return shipping cost and 5% handling fee apply.
International orders that have already shipped
Contact us immediately if you need to cancel an international order after shipment.
We may be able to request an interception while the package is still in the country of dispatch. Availability depends on the shipment’s status and is not guaranteed.
If interception fails, we cannot cancel the shipment or accept a return for non-quality reasons.
Address changes after shipment
Address changes depend on the shipment’s status and the carrier’s ability to make the change. Carrier charges may apply.
Errors on our part
The customer-paid charges above do not apply when we confirm that the cancellation, address correction, or return is needed because of an error on our part.
Need Help?
Email support@theonemusic.com with your order number.
