RETURNS & REFUNDS

Last updated: 23 August 2026

We hope you enjoy your Only Once purchase. If there is an issue with your order, please contact us before returning any item.

CHANGE OF MIND

Unless otherwise required by applicable law, we do not accept returns, exchanges or refunds for change of mind, personal preference, accidental purchases, or where an item is no longer wanted.

Please review all product information carefully before completing your purchase.

FAULTY OR DEFECTIVE ITEMS

If you believe your product is faulty or defective, please contact us before returning it.

Please provide your order number, a description of the issue and, where possible, clear photographs or videos showing the problem.

We may provide troubleshooting instructions or request additional information before determining whether the product needs to be returned for inspection.

Please refer to our Warranty & Product Care page for full warranty terms.

RETURN AUTHORISATION

Please do not send any item back to Only Once without contacting us first.

If a return is required, we will provide you with return instructions.

Returns sent without prior authorisation, to an incorrect address, or contrary to our return instructions may result in delays and additional costs.

RETURN SHIPPING

Unless otherwise required by applicable law, customers are initially responsible for arranging and paying the cost of returning a product to Only Once in Singapore for assessment.

We strongly recommend using a tracked shipping service and retaining your proof of postage.

If, following assessment, the product is confirmed to have a manufacturing defect or other fault covered by our warranty or applicable consumer law, Only Once will reimburse the reasonable cost of return shipping and bear the cost of sending the repaired or replacement product back to you.

To qualify for reimbursement, please use the return shipping method agreed with Only Once and retain your shipping receipt.

Additional costs resulting from express, premium or unauthorised shipping methods may not be reimbursed.

If no covered fault is found, or the issue is determined to have resulted from accidental damage, misuse or another circumstance not covered by our warranty or applicable consumer law, shipping costs will remain the responsibility of the customer.

CONDITION OF RETURNS

Where applicable, returned products should include the product and any items reasonably required for us to assess the issue.

Please package returned products securely.

Only Once is not responsible for loss or damage occurring while a customer-arranged return is in transit to us, except where responsibility cannot legally be excluded.

INCORRECT OR DAMAGED ORDERS

If you receive an incorrect product, or your order arrives damaged, please contact us as soon as reasonably possible.

Please provide your order number together with photographs of the product, shipping carton and packaging where relevant.

Please retain the original packaging while your claim is being assessed, as it may be required by Only Once or the delivery provider.

Where we determine that an incorrect item was supplied by us or that you are otherwise entitled to a remedy under applicable law, we will provide an appropriate remedy and bear reasonable shipping costs as required.

REFUNDS

Where a refund is approved, it will normally be issued to the original payment method used for the purchase.

After a refund has been processed by Only Once, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.

Unless otherwise required by applicable law, original shipping charges, duties, VAT, tariffs, taxes, customs charges and other third-party costs are non-refundable.

This does not limit any entitlement to reimbursement you may have where a product is faulty, incorrectly supplied or otherwise subject to rights under applicable consumer law.

INTERNATIONAL RETURNS

International customers must contact us before returning an order to Singapore.

Customers are responsible for following our return instructions and completing any required customs documentation accurately.

Where appropriate, returned goods should be clearly identified as returned merchandise in accordance with applicable customs requirements.

Only Once is not responsible for customs duties, taxes, storage charges, handling charges or other costs resulting from incorrect declarations, failure to follow our return instructions, or other actions outside our control, except where responsibility cannot legally be excluded.

REFUSED OR UNCLAIMED PARCELS

If an order is refused, left unclaimed, or returned to us because of circumstances attributable to the customer, including an incorrect or incomplete address or failure to complete required import or delivery procedures, any refund will be assessed after the parcel has been returned to and received by Only Once.

Unless otherwise required by applicable law, reasonable shipping, return shipping, customs, handling and other costs incurred as a result may be deducted from any refund.

For international orders, VAT, import duties, tariffs, taxes and other destination-country charges are the responsibility of the buyer.

CANCELLATIONS

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

We cannot guarantee that an order can be cancelled once it has entered processing, packing or dispatch.

If an order has already been dispatched, it will be handled in accordance with this Returns & Refunds Policy and any rights available to you under applicable law.

PROOF OF PURCHASE

We may require your Only Once order number, proof of purchase and other information reasonably necessary to verify and process a return or refund request.

CONSUMER RIGHTS

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under applicable consumer protection law.

Where applicable, statutory consumer rights operate independently of this policy and our limited warranty.

CONTACT

To request a return, report an incorrect or damaged order, or ask about a refund, please contact Only Once through our Contact page before sending anything back to us.