Return & Refund Policy
We strive for your complete satisfaction with your The ONE 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 https://theonemusic.com/.
Returns Procedure:
All returns must be authorized by The ONE 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.
Here's how to proceed:
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:
- For quality-related issues, please provide a photo or video of the defective or damaged product.
- 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, please return the item to a UPS or FedEx location and provide us with the tracking number so we can monitor the return status. Please ensure that the item is sent within 10 days of confirming the return information. Once this time frame is exceeded, we reserve the right to refuse the return.
3. After the returned item(s) arrives at our warehouse, it will go through a physical inspection, system check-in confirmation, and financial approval procedures. After all these steps are completed, we will manually initiate the refund to your original payment method within 1-3 business days.
Return Shipping Costs:
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, customers are responsible for returning the item to a UPS or FedEx location at their own expense. Once the return has been shipped, please provide us with the tracking number so we can monitor the return status. A refund will be issued after our warehouse confirms receipt and inspection of the returned item. Please note that a 5% handling fee 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.
Cancellation & Address Modification:
If you find it necessary to cancel your order or modify your shipping address after you have received your shipping confirmation email, please contact our dedicated support team immediately at support@theonemusic.com.
Once an order has left our warehouse, we will do our very best to contact the logistics carrier to intercept the package for you. Please kindly keep the following points in mind:
1.Interception Fees: Because the package is already in the carrier's network, they charge a specific fee for interception services. Please note that these costs will be the responsibility of the customer.
2.Success Rate: While we will try our hardest, an interception is not always guaranteed by the carrier (for example, if the package is already very close to delivery).
3.Standard Returns: If the interception attempt is unsuccessful, please don't worry. You can simply follow our Return & Refund process once the package arrives.
Important Notes Regarding Returns:
1. Please do not return the package using the address on the original packaging, as our warehouse that deals with returns is in a different location, 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.
