Onesport return policy
Return and Refund Policy
1. Order cancellation policy
Orders may be canceled within 24 hours of purchase or before the item has been shipped, whichever comes first.
To cancel your order, contact customer support as soon as possible. Once the item has been dispatched, the order can no longer be canceled and must follow the return process.
2. Return application period
We offer a 14-day return and exchange window, starting from the date you receive the product. If the product has major defects that affect normal use, we accept the return and issue a full refund. For minor defects, we provide compensation or replacement parts.
3. Defective products and refund
If the vehicle has obvious defects, you are eligible for a full refund and return shipping costs are covered by the merchant. In cases of minor defects, we offer replacement parts or compensation.
4. Refund processing
Refunds are processed within 3-6 business days after receiving the return request. During holidays or peak periods, processing time may be extended.
Refund methods include self-shipping and pickup options.
Self-shipping
You may return using your preferred courier service. Return address:
Recipient: Sebastian (60196)
Address: Poznanska 16D
City: SADY
Postal Code: 62-080
Country: Poland (PL)
Phone: +48 501 428 011
Pickup service: if available in your region, we can arrange courier pickup directly from your location.
Pickup
We can arrange a courier to pick up the product from your location.
5. Damaged product handling
If product is damaged during transit, we provide free replacement parts and cover repair costs. If repair or replacement does not resolve the issue, you may return for a refund.
6. Additional deductions
The following conditions may result in additional deductions:
- Used products: if product shows use (such as scratches or over 10 km ridden), depreciation fee of 30%-70% may apply based on wear.
- Missing items: if chargers, keys, hardware, or other items are missing, missing item costs will be charged.
- Expedited shipping: additional expedited shipping fees paid at purchase may be deducted from refund.
7. Free shipping policy
Free shipping is available within the EU (excluding remote areas). For remote areas, extra shipping fees may apply according to shipping policy.
8. Return packaging requirements
Returned items must include all original packaging and accessories (chargers, keys, hardware, etc.). Product must be in new, unused, and undamaged condition.
9. Return process
Two return methods are available: self-shipping and pickup.
(1) Self-shipping return
- Confirm your return request with customer service first. Unconfirmed returns are not accepted.
- After confirmation, we provide return address. Send within 1-3 business days and provide shipment proof (tracking number, package photos, etc.).
- After inspection and confirmation, refund is processed within 1-3 business days to original payment method. Bank processing time may vary.
(2) Pickup return
- After return confirmation, you receive return label within 1-3 business days.
- Print and attach label; courier pickup is arranged within 1-3 business days.
- After receiving and confirming product condition, refund is processed within 1-3 business days to original payment method. Bank processing time may vary.
10. Non-returnable items
The following are not eligible for return:
- Products purchased from unauthorized dealers.
- Items damaged by user error (misuse, impact damage).
- Products modified by customer (self-assembled or modified items).
11. Contact us
If you have any questions regarding returns or refunds, contact Anna@onesportglobal.com.