30-day postage paid returns

      Return Policy

      Return & Refund Policy

      Last Updated: September 8, 2026

      At onefaceu, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are happy to help with an eligible return or refund.

      1. Return Window

      You may request a return within 30 days of receiving your order.

      To be eligible for a return, please contact our customer support team before sending the product back.

      2. Return Conditions

      To qualify for a return, the product should:

      • Be unused and in its original condition

      • Be returned with its original packaging and accessories

      • Not show signs of damage, misuse, or excessive wear

      • Include all items originally included with the order

      Products that do not meet these conditions may not be eligible for a refund.

      3. Non-Returnable Items

      Certain items may not be eligible for return, including products that have been used, damaged after delivery, modified, or returned without their original packaging or accessories.

      If an item arrives damaged or defective, please contact us as soon as possible so we can assist you.

      4. How to Request a Return

      To request a return, please contact us at:

      Email: support@onefaceu.com

      Please include your order number and a brief description of the reason for your return. We will provide further instructions if your return request is approved.

      Please do not send products back to the business address listed on our website unless our customer support team specifically instructs you to do so.

      5. Return Shipping

      If the return is due to a change of mind, incorrect choice, or other customer-related reason, the customer may be responsible for the return shipping cost.

      If the product is defective, damaged, incorrect, or significantly different from the product ordered, please contact us before returning it. We will review the situation and provide an appropriate solution.

      6. Refunds

      Once we receive and inspect the returned product, we will notify you whether your refund has been approved.

      If approved, the refund will be issued to your original payment method.

      Please allow some additional time for your payment provider or bank to process the refund.

      Original shipping charges may not be refundable unless the return is due to an error on our part or as otherwise required by applicable law.

      7. Damaged or Incorrect Items

      If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.

      To help us resolve the issue quickly, please provide your order number and clear photos of the product and its packaging.

      Depending on the situation, we may offer a replacement, refund, or another appropriate solution.

      8. Exchanges

      We currently handle product exchanges on a case-by-case basis. If you would like to exchange an item, please contact our customer support team before returning the product.

      9. Order Cancellations

      If you need to cancel an order, please contact us as soon as possible.

      Once an order has been processed or shipped, we may be unable to cancel it. In such cases, you may need to follow our standard return process after receiving the order.

      10. Contact Us

      If you have any questions about returns or refunds, please contact us:

      onefaceu
      Email: support@onefaceu.com

      Business Address:
      UNIT E01, 10/F, WONG KING INDUSTRIAL BUILDING
      NO. 2–4 TAI YAU STREET
      SAN PO KONG, KLN, HONG KONG

      We’re here to make your shopping experience simple and worry-free.