Refund policy

RETURNS & COMPLAINTS POLICY

§1. DEFINITIONS

  1. This Policy governs:
    (a) withdrawal from a distance or e-commerce contract (returns),
    (b) exchanges,
    (c) complaints for lack of conformity of goods with the contract,
    (d) business Customer complaints, and
    (e) reports of shipping damage, shortages, or lost parcels,
    all in compliance with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”).

  2. Seller: One Tribe Ltd., Company number 12082414, Registered office address: 37 King Henry Avenue, Wallingford, England, OX10 0FN.
    Returns / complaints email: info@onetribecosmetics.com.

  3. This Policy applies to online purchases made in the Online Store within the United Kingdom and forms part of the Terms and Conditions of One Tribe Ltd. (UK) (the “Terms”). Capitalised terms have the meaning given in the Terms.

§2. WITHDRAWAL FROM THE CONTRACT
(APPLICABLE TO CONSUMERS ONLY)

  1. A Consumer may withdraw from a distance contract without giving any reason within 28 days from the day on which the Product (or, where the order is delivered in separate consignments, the last of the Products) is taken into possession by the Consumer or a third party other than the carrier, in accordance with the Consumer Contracts Regulations.

  2. Submitting a returns request:
    a) Consumers may submit a returns request by logging into their account, opening the relevant order, selecting the item(s) to return, and submitting the request.
    b) The Seller will confirm receipt of the request on a durable medium.

  3. Refunds: The Seller refunds all payments received without undue delay and in any event within 14 days of receiving either (i) the returned Product or (ii) evidence that the Product has been sent back.

  4. Method of refund: As a rule, refunds are made using the same means of payment used by the Consumer (card, PayPal, Google Pay), at no cost, unless expressly agreed otherwise.

  5. Return shipping costs: These are borne by the Consumer. The Seller bears the risk of loss or damage to the Product in transit until it is received back, provided it is returned using a registered shipment with tracking.

  6. Diminished value: The Consumer is liable for any diminished value of the Product resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (for example, missing items or damage to unit packaging beyond normal opening of an outer carton).

  7. Return deadline: The Product should be sent back no later than 7 days after submitting the returns request.

  8. Business Customers have no statutory right of withdrawal. Any cancellation rights must be expressly agreed between the parties.

§3. WITHDRAWAL EXCLUSIONS (HYGIENE CLAUSE)

  1. The right of withdrawal does not apply to goods:
    a) delivered in sealed packaging which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery (for example, cosmetics after the seal or foil is broken or the cap is opened);
    b) that are perishable or have a short shelf life;
    c) made to the Client’s specifications or clearly personalised (if offered).

  2. Unopened, factory-sealed goods can generally be returned within the 14-day period.

§4. EXCHANGES

  1. For speed and clear accounting, exchanges are processed as a return followed by a new order.

  2. If a like-for-like exchange is exceptionally agreed, this will be confirmed in writing by the Returns Team.

§5. COMPLAINTS — LACK OF CONFORMITY
(APPLICABLE TO CONSUMERS ONLY)

  1. The Seller is liable for any lack of conformity existing at delivery and revealed within six years of delivery. A lack of conformity that becomes apparent within six months of delivery is presumed to have existed at delivery. This contractual period does not limit any statutory rights that consumers may have to bring a claim under the Consumer Rights Act 2015.

  2. The Consumer may request repair or replacement. The Seller may choose replacement where repair is impossible or would involve disproportionate costs, and vice versa.

  3. If repair or replacement is impossible, not performed within a reasonable time, or cannot be done without significant inconvenience, the Consumer may request a price reduction or withdraw from the contract (refund).

  4. Complaints should be submitted to info@onetribecosmetics.com and should include the order number, description of the issue, requested remedy, and photo or video evidence (if applicable).

  5. Response time: The Seller will respond within 14 calendar days. Lack of response within this period means the complaint is deemed accepted.

  6. If the complaint is accepted, the Seller will cover reasonable return shipping costs based on the least expensive available standard method.

§6. BUSINESS CUSTOMERS COMPLAINTS

  1. In B2B transactions, statutory warranties are excluded to the maximum extent permitted by law, except for fraud or personal injury caused by negligence.

  2. B2B complaints are handled under the contract and the Sale of Goods Act 1979. Timelines and procedures may differ from consumer rules.

  3. Where a Product supplied to a Business Customer is defective, not as described, or fails to meet agreed specifications, the Business Customer must notify the Seller in writing within 7 days of delivery or discovery of the defect, if later.

  4. Upon valid notification, the Seller may, at its sole discretion:
    a) repair the Product;
    b) replace the Product; or
    c) issue a partial refund or credit note.

  5. The remedies in this clause constitute the sole and exclusive remedies available to Business Customers. All other statutory warranties or implied terms are excluded to the fullest extent permitted by law, in accordance with the Sale of Goods Act 1979.

  6. The Business Customer may not return Products or withhold payment unless the Seller has expressly accepted liability in writing.

  7. The Seller shall have no liability where defects arise from improper storage, misuse, unauthorised modification, or failure to follow instructions supplied with the Product.

§7. SHIPPING DAMAGE, SHORTAGES, LOST PARCELS

  1. Upon receipt, please check the outer condition of the parcel. In case of damage, ask the courier to draw up a damage report and take photos of the outer box, inner packaging, labels, and seals.

  2. Report issues without undue delay, preferably within 48 hours of delivery, to info@onetribecosmetics.com. This facilitates recovery from the carrier and does not limit statutory consumer rights under the Consumer Rights Act 2015.

  3. Suspected loss: If tracking status does not change for 7 days or delivery is significantly overdue, contact us within 14 days from receiving the tracking number. We will initiate a carrier investigation and may ask for a non-delivery statement.

  4. Upon a positive outcome, we will replace the goods, reship missing items, or issue a refund, as agreed.

§8. RETURNS IN PROMOTIONS, SETS AND FREEBIES

  1. Returning an item purchased as part of a set or promotion may require returning the entire set or may result in a deduction equal to the value of the retained item or freebie, in accordance with the promotion terms shown at purchase.

  2. Discount codes are not exchangeable for cash. On returns, discounts are settled in accordance with the applicable promotion rules.

§9. REFUNDS — TIMING AND CHANNEL

  1. Refunds are issued without undue delay and within statutory limits, typically within 14 days, and are normally processed via the original payment method.

  2. Refunds for card, PayPal, or Google Pay payments are processed exclusively through those payment providers’ systems.

§10. DISPUTE RESOLUTION (ADR)

  1. Use of alternative dispute resolution (ADR) is voluntary. Where a dispute cannot be resolved directly, the Client may refer the matter to a UK-approved ADR provider or pursue legal proceedings.

  2. Consumers retain any mandatory rights to bring a claim in the courts of the country in which they are domiciled, in accordance with applicable consumer protection laws. Nothing in this Policy affects those rights.

  3. For Business Customers, this Policy and any dispute arising from it shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.