Comprehensive Delivery Policy (One Express)
One Express is the official logistics arm of One. Once an order has been made, sellers notify One Express their intent to ship their orders. One Express will send one of its partners to pick up the items from the seller and send them to the customers. Sellers in the platform are expected to have their own packaging materials. Only the pouches will be pro
vided by One Express. Computation for the rate is actual weight vs. volumetric weight, whichever is higher. As long as the items about to be shipped are within the confines of the law, then it can be shipped. One Express reserves the right, but is not required, to return to the shipper any shipment containing a prohibited article. Such return will be made solely at the shippers’ risk and expense. Articles that shall be deemed covered include, but are not limited to:
Fi****ms or components thereof, and/or ammunition
Explosives, munitions, fireworks and flares;
Flammable solids and articles which are easily ignited; substances liable to spontaneous combustion; substances which in contact with water emit flammable gases;
Flammable liquids, such as lighter fuels, lighter refills, paints, and thinner. Fireworks
Radioactive materials (such as smoke detector, radioactive pharmaceuticals, etc);
Gases (flammable, non-flammable, deeply refrigerated and poisonous) such as camping gas and aerosols;
Ci******es and to***co
Poisonous (toxic) and infectious substances such as bacteria, virus cultures;
Hazardous waste, defined as a solid waste that meets any of the criteria of the hazardous waste;
Disabling devices (such as mace, pepper spray etc. Containing an irritant or incapacitating substance);
Prescription, regulated and illicit drugs
Corrosive (such as mercury which may be contained in thermometers, acids, alkalis and wet-cell batteries);
Coins, cash, currency, bonds, postage stamps, money orders, and negotiable instruments (such as drafts, bills of exchange, or promissory notes, but excluding crossed checks made payable for the account of a specific payee);
Unset precious stones, and industrial diamonds;
Magnetized materials and miscellaneous dangerous goods as listed in the IATA Dangerous Goods regulations. Any article that contains more than 50 percent by weight of gold or platinum, or any combination thereof in raw form including, but not limited to, bullion, bars, or scraps of these metals
Human remains, fetal remains, human body parts, or components thereof
Live animals
Narcotics
Highly Perishable Goods
Restricted items that are prohibited in the country of origin or destination. RETURN AND REFUND POLICY (One Customer Protection Program)
ONE’s main objective is to satisfy all its customers. To protect both the customers and merchants, ONE will be implementing the following guidelines:
All items sold on all ONESUPERSHOP accounts are under the ONE Customer Protection Program with a returns period of "48 hours". In addition, ONE merchants may offer a longer returns period. Merchants may opt to include their own warranty and return policy on the product description. Please note that specific branded products are bound by brand policies of repair, exchange, refunds and cancellations. To return an item, contact ONEX to schedule a pick up date. TIMELINE OF EVALUATION PROCESS. Replacement/Refund process only begins after we have completed evaluating your returned product. This quality evaluation process may last for two (2) business days. You will receive an email notification stating that we are now processing the replacement for your order. You may track your return status by contacting or emailing our Customer Service Team. To protect our customers and merchants, ONE will only be processing returns under the following reasons:
Reasons Description
Damaged The product is damaged while in transit. Defective The product is not functioning according to product specifications. Incorrect/wrong item Product is different from the actual item ordered. Missing items/parts Incomplete product inclusions. RETURN PRE-REQUISITES. Unless otherwise expressed in the product details, the pre-requisites for returned items are as follows:
It is within seven (7) days from the delivery date
Customer has proof of purchase (order number, invoice)
The item/s must be in new condition and returned in the original packaging along with all the product inclusions. There are several reasons that may lead to an order being cancelled and requested for a return. However, return, refund or exchange given will depend on the issue with the product:
Issue Product Category Policy
Physical damage All product kinds Full Refund or Exchange
Wrong product sent All product kinds Full Refund or Exchange
Missing items/parts All product kinds Full Refund or Exchange
Faulty or defective All product kinds Full Refund or Exchange
Product not as advertised All product kinds Full Refund or Exchange
Size/Fit change/Faulty All product kinds Full Refund or Exchange (if offered by merchant)
TIMELINE OF ITEM REPLACEMENT. Replacement process begins after we have completed evaluating your returned item. This quality evaluation process may take about 2 business days. Our customer service team will be calling you after the evaluation period. Please expect to receive your replacement within the following time frame:
In Metro areas: 1 - 5 working days
In Non-Metro areas: 5 - 10 working days
REFUND TIMELINE. The length for a refund to manifest in the Vmoney or bank account will depend on the payment method used by the buyer. If your payment method at the time of purchase is Cash On Delivery (COD), you have the option to request a refund via store credit, which is a quicker way to process your refund. You may simply indicate this in the Return form. Otherwise, you will be refunded according to the following table:
Payment Method (at the time of purchase) Refund Method Processing Time (after return has been evaluated)
Credit card / Installment Credit reversal 5 - 15 working days
Note: The amount may be reflected in your next billing cycle
Debit card / Installment Debit reversal 5 - 45 working days (depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle
Paypal Paypal reversal 1 - 3 working days
OTC Bank transfer 3 - 5 working days
Cash on Delivery (COD) Bank transfer/eStore credit 3 - 5 working days
eStore credit eStore credit 1 working day
CANCELLATION OF ORDERS. The customer has the option to cancel an order for free within 24 hours after check out or before the merchant has shipped the item. After the grace period of 24 hours or after the order has been shipped by the merchant, the customer may still cancel the order but is required to shoulder the transaction and shipping fees incurred by ONE and the merchant. To cancel an order, chat our Customer Service team or email us at [email protected].
*starts from the date the customer received the item to the post stamp stated on the parcel returned to ONE.
** eStore credit is a return mechanism worth equally to the value of product you ordered. You can use the store credit to purchase any item. You will be getting a notification to use your store credits upon check out.
