Returns & Refunds Policy

Last Updated: November 1, 2026

This policy applies to all orders placed on the official global OneHide independent website. We always handle after-sales matters in a fair and transparent manner, while upholding our brand's quality control standards to protect the legitimate rights and interests of both you and the brand.

1. Return Application Timeframe


  1. For all eligible items, you must submit a return request within 30 calendar days from the date of delivery of the goods. Requests submitted after this period will not be accepted. For orders delivered to the European Union, we comply with local consumer rights regulations and support return requests within the 14-day cooling-off period after delivery.
  2. Before applying for a return, please ensure that you have retained the complete order proof, the original packaging of the goods, and related accessories, otherwise we reserve the right to reject your return request.

2. Eligibility for Returns


Items are eligible for return only if all the following conditions are met:

  1. The items remain in brand new, unused, uncut, uninstalled, unprocessed condition, with no scratches, stains, wear, deformation, or other conditions that affect secondary sales;
  2. The original packaging, tags, anti-counterfeiting labels, and matching accessories of the items are complete and intact, without unsealing, damage, or loss;
  3. The items are non-customized and non-final sale products;
  4. You have applied in advance via our official email and obtained the Return Merchandise Authorization (RMA) number issued by us.

3. Non-Returnable Items


The following items and circumstances are not eligible for return or refund of any kind. By placing an order, you confirm that you have read and agreed to these rules:

  1. Customized items: including but not limited to leather cut to your specifications, hardware accessories with customized size/specification/plating, personalized sewing templates, and exclusive mold-made products;
  2. Items that have affected secondary sales: including but not limited to leather and hardware that have been cut, sewn, punched, installed, or used; unsealed bulk hardware packs (rivets, screws, snap fasteners, etc.); items with stains, scratches, wear, or deformation;
  3. Clearance items, flash sale items, and items marked "Final Sale";
  4. Items that exceed the after-sales application timeframe;
  5. Items returned without a RMA number or returned without prior authorization;
  6. Items with quality problems caused by improper personal storage, improper use, or man-made damage;
  7. Virtual goods such as digital sewing templates, tutorials, and design files are non-refundable once delivered.

4. Return Process


  1. Submit Application: Please send an email to our official email address onehideofficial@gmail.com. The email must include: your order number, details of the items to be returned, reason for return, and clear photos of the items. We will complete the review within 1-3 business days.
  2. Obtain Authorization: After the application is approved, we will send you an exclusive RMA number and return address. Items returned without prior authorization will be refused directly, and we will not bear any related liability.
  3. Return the Items: Within 7 calendar days of receiving the RMA number, please package the items properly, send them back to the specified address together with the order proof, and mark the RMA number prominently on the courier waybill. We recommend that you choose a trackable and insured shipping method, as we are not responsible for lost or damaged items during return shipping.
  4. Inspection and Refund: After receiving the returned items, we will complete the product inspection within 3-5 business days. If the inspection is passed, the refund will be returned to your original payment method within 3-5 business days after the inspection is approved. If the inspection fails, we will communicate with you via email about the follow-up treatment plan.

5. Shipping and Related Fees


  1. For returns caused by our responsibility (including but not limited to product quality defects, wrong items sent, missing items, serious discrepancy between description and actual product), the return shipping fee will be borne by us. We will provide you with a prepaid return shipping label, or reimburse your compliant return shipping fee when processing the refund.
  2. For no-reason returns initiated for personal reasons (including but not limited to wrong purchase, unwanted items, inappropriateness, mismatch with expectations), the return shipping fee and the original order shipping fee shall be borne by you, and only the payment amount of the product itself will be refunded.
  3. For international order returns, relevant fees such as tariffs, customs clearance fees, and cross-border service fees shall be borne by you, except for returns caused by our responsibility.

6. Exchange Policy


  1. We only support exchange applications caused by product quality defects, wrong or missing items sent. Exchanges must comply with the above return application timeframe and basic conditions, and also require prior application for a RMA number.
  2. Exchanges are only supported for the same model, specification, and price of the product. If you need to replace other products, you need to complete the return and refund process first, and then place a new order.
  3. For eligible exchanges, the round-trip shipping fees incurred by the exchange will be borne by us.

7. Shipping Damage and Special Issue Handling


  1. If the outer packaging of the courier is severely damaged, deformed, or soaked when you receive the goods, please be sure to inspect the goods on the spot, take a complete unboxing video, and photos of the damaged outer packaging and goods, and contact us within 24 hours after signing for receipt. We will reissue, exchange or refund for you as soon as possible.
  2. If the goods you received have hidden quality problems, please provide clear videos and pictures of the product problems within 7 calendar days after signing for receipt, and contact us for processing. Requests submitted after this period will not be accepted.

8. Policy Updates and Contact Us


We reserve the right to update this policy according to business adjustments and legal and regulatory requirements. After the update, the "Last Updated" date at the top of the page will be revised accordingly. After the policy is updated, your subsequent orders will be subject to the latest version of the Returns & Refunds Policy.

If you have any questions about this policy or need to submit a return request, you can contact us via our official email: onehideofficial@gmail.com

Delivery Estimates and Delays

Estimated transit time is 7–14 calendar days after dispatch. In-stock orders are normally prepared within 1–3 business days after payment confirmation. Leather that requires skiving or cutting, and hardware that requires production in a special size, may take longer to prepare. We will contact you if additional preparation time is required. Preparation time is separate from transit time.

Delivery dates are estimates, not guaranteed deadlines. Leather skiving, custom cutting, made-to-order hardware sizes, production scheduling, customs clearance and carrier conditions may require additional time. A reasonable delay alone does not qualify an order for a return or refund under our store policy. Please contact us at onehideofficial@gmail.com about a delayed shipment so we can investigate before you request a payment dispute. This policy does not restrict any mandatory consumer rights or your rights under the applicable payment-provider rules, including remedies for non-delivery.

For help, email onehideofficial@gmail.com.