Returns & Refunds

Contact support@onestow.com or use our contact form for a return, cancellation or delivery problem. Include your order number and the email used to place the order. We aim to reply within 1 business day, Monday–Friday.

1. Your rights and our voluntary return window

We offer a 30-day change-of-mind return window, starting on delivery. The conditions for this voluntary policy are below. This window does not shorten any mandatory right or legal remedy for faulty, unsafe, misdescribed or undelivered goods.

2. Damaged, defective, wrong or misdescribed items

Tell us promptly if a product arrives damaged, does not work as described or is the wrong item. Within 30 days of delivery, our policy offers a replacement or full refund, whichever you prefer. Contact us about later faults too; any statutory rights that apply remain available.

Please describe the problem and, where practical and safe, provide a photo or short video to help us resolve it. We will offer another reasonable way to assess the issue if you cannot provide one. You do not need to return a faulty item unless we ask you to; if we require its return, we cover the return shipping.

Stop using an unsafe or overheating product. Do not open a damaged battery or send it through ordinary mail. We will provide appropriate handling instructions. Original packaging is not a condition of exercising a mandatory right concerning faulty goods.

3. Changed your mind

Contact us within 30 days after delivery. Under our voluntary policy, the item must be unused, in its original packaging and returned with the accessories supplied. Please obtain return instructions before posting it so it reaches the correct location. These conditions do not override a statutory withdrawal right that allows inspection of the product.

You pay the direct return shipping cost for a voluntary change-of-mind return. That return-postage cost is not refunded. This does not apply where the item is faulty, wrong or materially misdescribed.

We provide the authorised destination and return method with your instructions. The company office, shipping-label sender and return destination may differ. Do not send goods to an address found elsewhere on this website without checking the instructions.

Once the eligible item is received and checked, we refund its purchase price to the original payment method. If we believe a return does not meet the voluntary conditions, we will explain the reason and discuss the available options. Mandatory refund rights take precedence.

4. How to request a return

1. Send your order number, item, reason and preferred remedy. A reason is not required for an applicable statutory withdrawal.
2. Wait for the destination and any battery-safe packaging or carrier instructions.
3. Package the item securely. Keep your dispatch receipt and tracking details, where available.
4. We will confirm the result of the return assessment and any refund or replacement.

5. Missing or undelivered orders

Contact us if tracking shows no progress for 10 days after shipment or an order has not arrived within 20 business days after shipment. We will investigate with the carrier and arrange a replacement or refund under our policy. These are support checkpoints, not waiting periods that restrict earlier legal rights.

If tracking says delivered but the parcel is missing, tell us so we can investigate. For dispatch delays, your cancellation and refund options are described in our Shipping Policy.

6. Cancelling before dispatch

Contact us as soon as possible. If fulfilment has not started yet, we can cancel it and refund you in full. After fulfilment begins, we will try to stop it but may need to arrange a return instead. This does not limit cancellation rights under applicable law, including those for delayed dispatch.

7. Refund method and timing

Approved refunds are issued to the original payment method. We notify you when a refund is issued; banks usually take 5–10 business days to display it. Bank processing time is separate from our obligation to issue a refund within any legally required deadline.

If a refund has not appeared after that time, contact us and your payment provider with the refund reference. We will not require store credit in place of a refund you are entitled to receive. Any tax attributable to refunded goods is handled as required by applicable law.

8. Exchanges

Contact support about a different colour or item. Availability and whether a return and new order are needed will be confirmed before you send anything. Replacements for faulty or incorrect items follow section 2.

9. Mandatory consumer protections

We currently deliver only within the United States. If EEA or UK distance-selling withdrawal rules nevertheless apply to your contract, they generally allow notice of withdrawal within 14 days of delivery without a reason, followed by return within a further 14 days. Handling reasonably necessary to inspect the goods is not automatically disqualifying; applicable rules govern any loss in value.

Where those withdrawal rules apply, refunds include the least expensive standard outbound delivery charge, if any, and are due within the applicable deadline, generally 14 days after notice. The law may allow withholding the refund until the goods or evidence of return are received. Direct return costs are payable by you only where properly disclosed and lawful. Statutory guarantees for faulty goods remain separate from withdrawal and our voluntary return period.

Any more protective mandatory rule applicable to your purchase prevails over this policy. Contact us if you need help identifying the process for your request.