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Everything you need to know about our policies, terms, and how we protect your data.
Everything you need to know about our policies, terms, and how we protect your data.
Return Policy
Effective Date: 01/01/2083
This Return Policy (“Policy”) governs the terms and conditions under which customers may request returns for products purchased through the OnePasal platform (“E-commerce Platform”).
By placing an order on OnePasal, you (“Customer”, “user”, “you” or “your”) agree to be bound by the Return Policy.
Return Eligibility
Customers may request a return within 7 to 14 days (i.e. Authorized brand – 14 days, Others Seller – 7 days) from the date of delivery for eligible products, provided that all of the following conditions are met:
The product is unused, unwashed, and in its original condition.
The product is returned in its original packaging with all tags, accessories, manuals, and related materials included.
The product is in resalable condition.
A valid tax invoice or proof of purchase is provided
Proof of Delivery – Photography or Videography support
Eligible Reasons for Return
OnePasal Quality Control (QC) team has rights to verify/access related information. A return request may be accepted under the following circumstances:
Incorrect product received
If the customer receives an incorrect product, including the wrong product, size, or variant, a return may be requested within 7 days of delivery with the same as off delivery.
Return shall only be processed after verification of that particular order with the corresponding seller.
Damaged or defective product
If the product is received in a damaged or in defective condition, the customer must report the issue within 48 hours of delivery. Clear photo or video evidence must be provided to support the claim.
Tickets must be generated or customers should contact and provide information through email/phone/WhatsApp provided on the website.
Change of Mind
Returns due to change of mind are accepted only for selected categories, such as fashion, accessories, and home décor, and only where this option is explicitly mentioned on the product page. Such returns will be accepted only if all return conditions are fulfilled.
Please check user responsibility for detailed information.
Note
Payment processing shall only be processed only after QC verification/ according to third party payment policies.
Non-Refundable Products
The following products are non-refundable and non-exchangeable unless they are received damaged or defective condition:
Frozen and refrigerated products
Perishable goods, including food and beverages
Undergarments and innerwear
Electronics with broken seals or missing accessories
Products marked as “Flash Sale” or “Non-Refundable” at checkout
Return Process and Requirement
Proof required for return
The process a return request, the customer may be required to provide:
Clear photos of the product (with all accessories or as delivered), including front, back, and any visible issues
Photo of the product packaging
Unboxing video, which is mandatory for claims relating to transit damage (video preferable).
Failure to provide sufficient proof may result in delay or rejection of the return request.
Note
In case of rejection user cannot claim for further refund process and can keep the product themselves.
Return Dropoff
Return drop-offs are available for eligible products in serviceable locations.
Once approved for the return process, customers shall drop the order to the specified location provided by OnePasal.
Financial settlement shall only be carried out after 48 hours after the submission or drop off of the product at specified location by OnePasal.
Note
OnePasal shall provide address and contact details for drop-off.
Inspection and Approval
All returned products are subject to inspection upon receipt. OnePasal reserves the right to approve or reject a return based on the condition of the product and compliance with this Return Policy.
Limitation of liability
OnePasal shall not be liable for any return requests that are initiated outside the specified return period or that fail to meet the eligibility criteria set forth in the Return Policy.
OnePasal shall not be responsible for any damage, loss, or deterioration of products resulting from:
Misuse, mishandling, or improper storage by the Customer
Normal wear and tear
Unauthorized repairs or alterations
OnePasal shall not be liable for incomplete, inaccurate, or insufficient information or evidence provided by the Customer in support of a return request.
OnePasal shall not be responsible for delays, losses, or damages occurring during return transit where the return shipment is arranged by the Customer without prior approval or outside the prescribed process.
OnePasal shall not be held liable for any failure or delay in processing returns arising from events beyond its reasonable control, including but not limited to natural disasters, strikes, public holidays, or disruptions in logistics services.
If the seller does not accept or approve a return, OnePasal will not be responsible for processing the return or providing a refund, as long as OnePasal has followed its return policy properly.
Nothing in this clause shall exclude or limit liability where such exclusion is prohibited under applicable law.
Amendments
7.1 OnePasal reserves the right to amend, modify, or update this Policy at any time without prior notice.
7.2 Continued use of the E-commerce Platform following any changes constitutes acceptance of the revised Policy.
Contact Information
For any questions, concerns or support related to shipping and delivery, please contact:
OnePasal Customer Support
Landline: 01-4500105
Mobile Number:9707066072/73
Email: [email protected]
WhatsApp/Viber: 9707066072/73
