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Refund and Returns Policy

At 0ne99 Essentials, we want you to be happy with your purchase. This policy explains your rights regarding returns, refunds, and exchanges.

1. Your right to cancel

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, simply contact us at order@one99.uk within this period.

2. Returning your item

To return an item, contact us at [your email address] within 14 days of receiving it. Since we deliver personally across London, you will need to either arrange for us to collect the item or return it to us at an agreed location — you will be responsible for getting the item back to us.

Items must be returned unused, in their original packaging, and in a resaleable condition.

If a collection is arranged and no fault is found with the item, a reasonable collection fee may apply. We don’t guarantee against loss or damage to items in transit if you choose to send items back rather than arrange collection — for anything valuable, consider a trackable method or asking us to collect directly.

3. Refunds

Once we’ve received and inspected your returned item, we will process your refund within 14 days. Refunds will be issued to your original payment method via Stripe.

4. Faulty or damaged items

If your item arrives faulty or damaged, please contact us as soon as possible at order@one99.uk with a description and, if possible, a photo of the issue. We will arrange a replacement or full refund at no extra cost to you.

5. Non-returnable items

For hygiene reasons, certain items (such as opened cleaning products or personal care items) may not be eligible for return unless faulty. We will make this clear on the relevant product page if applicable.