Widerrufsrecht

Last updated: June 4, 2026

At THEONE, we want every customer to feel confident before and after placing an order. This policy explains how returns, the right of withdrawal, exchanges, refunds, damaged items, and delivery issues are handled.

Nothing in this policy limits any mandatory consumer rights you may have under applicable law, including EU consumer-protection rights.

1. Returns and Your 14-Day Right of Withdrawal

If you are a consumer in the EU, you may withdraw from your order within 14 days of receiving it, without giving any reason.

To exercise this right, email us at support@promisetheone.com within 14 days of delivery and tell us you wish to withdraw. Please include your order number, full name, and the email address used at checkout. You may use the model withdrawal form, but it isn't required — any clear statement is enough.

After you notify us, return the ring within 14 days. You are responsible for the cost of return shipping. We recommend tracked and insured shipping, as THEONE is not responsible for return packages lost or damaged in transit.

We refund you within 14 days of being informed of your withdrawal. We may withhold the refund until we receive the ring back, or until you provide proof that you have sent it. Your refund includes the price of the product and the original standard delivery cost (if you chose a more expensive delivery option, we refund the standard rate).

You may handle the ring only as much as necessary to establish its nature, characteristics, and functioning — as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond that.

Certain items may be exempt from the right of withdrawal where the law allows — for example, rings personalised or engraved to your specifications.

2. Size Exchanges

We allow one size exchange per customer. A size exchange may be approved if:

• you contact us within 14 days of delivery;
• the ring is unworn, unused, undamaged, and unaltered;
• the ring is returned with all original packaging and included items;
• the exchange is for the same ring model in a different size;
• the requested replacement size is available.

Customers are responsible for return shipping and reshipping costs for size exchanges, unless the exchange is required due to our error. We recommend tracked and insured shipping; THEONE is not responsible for return packages lost or damaged in transit.

3. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us as soon as reasonably possible if anything is wrong. For transit damage (a ring that arrives broken, or a damaged parcel), please notify us within 48 hours of delivery where possible so we can file a claim with the carrier.

Contact us at support@promisetheone.com and include:

• your order number;
• clear photos or videos of the item;
• photos of the packaging;
• photos of the shipping label;
• a clear description of the issue.

If we confirm the item was damaged before delivery, defective, or incorrect due to our error, we will provide an appropriate remedy such as repair, replacement, exchange, price reduction, or refund. This is in addition to your statutory legal guarantee: under EU law you have at least two years of protection if goods do not conform to the contract.

Damage caused after delivery — misuse, improper care, impact, chemicals, water exposure, unauthorised repair, third-party resizing, or normal wear and tear — is not considered a defect.

4. Refunds

Approved refunds are issued to the original payment method used at checkout.

For withdrawals, refunds are made within 14 days as described in section 1. For other approved returns, once we have received and inspected the item we will tell you whether the refund is approved and, if so, process it within 5–10 business days. Your bank or payment provider may need additional time to make the funds available.

Except where you exercise your right of withdrawal (in which case the original standard delivery cost is refunded) or where the issue was caused by our error, outbound shipping costs are non-refundable unless required by law.

5. Return Condition

To avoid a reduction in your refund, please return the item with:

• the ring;
• original box;
• pouch, if included;
• certificates or authenticity cards, if included;
• tags, inserts, and packaging;
• any included accessories or gifts.

Where permitted by law, we may reduce your refund to reflect diminished value if an item is returned worn, damaged, altered, incomplete, resized, engraved, scratched, or otherwise handled beyond what is necessary to inspect it. This does not affect your statutory rights for faulty goods.

6. Incorrect Address, Refused, or Unclaimed Packages

Customers are responsible for providing a complete and accurate shipping address.

If a package is returned to us because it was refused, unclaimed, undeliverable, or sent to an incorrect address provided by the customer, we may deduct reasonable shipping, return, customs, and handling costs from any refund where permitted by law.

If you notice an address error after ordering, contact us as soon as possible at support@promisetheone.com.

7. Chargebacks and Payment Disputes

If you have any issue with your order, please contact us first at support@promisetheone.com. We aim to resolve genuine issues quickly and fairly.

If a chargeback or payment dispute is opened, we may provide relevant order evidence to the payment provider, bank, card network, or dispute processor, including order details, payment records, customer communication, shipping information, tracking, delivery confirmation, and policy acceptance records.

8. Contact

For all return, refund, exchange, delivery, or order questions, contact:

THEONE Customer Support Theone d.o.o., Radovanova ulica 18, 2000 Maribor, Slovenia Email: support@promisetheone.com Website: promisetheone.com