Returning items for refund:
All items sold on the ONE LITE website (including kits) are subject to a 7 business day refund. A full refund on any unopened and unused items purchased will be issued within this time period. The 7 day time period is from the day you receive your order.*
In order to qualify for a refund under the 7 day, you MUST contact our customer service team before the end of the 7 days. Unfortunately we will unable to accept requests made after this time, unless the item is a Starter kit, Premium kit or Life kit which are covered by our 30 Day Money Back Guarantee.
Once we have authorised your goods to return, Please post your items back to One Lite, where you items will be check. All faulty items will receive a refund on the postage costs. We will also keep you updated with the progress of the return.
Returning items for replacement:
Rarely an item becomes faulty, and even though we have stringent quality assessments at times these may be shipped to you. Should you receive one of these items, please accept our apologies and contact us immediately, either via our customer service team or email us at support@ONE-LITE.co.uk (with “Faulty item” as the subject). Our members of staff will take you through the process and identify any trouble shooting points that may have been the issue.
In order to be eligible for replacements, your items must be within their warranty period and you must notify us of the faulty item as soon as it occurs. Before we are able to send out a replacement, we ask that you send back the item at fault. This will allow our quality control to assess the fault to ensure it does not occur again. This process normally takes 5 working days, throughout which we shall keep you updated on the progress. £2.99 postage fee will be refunded if a fault is found.
Please contact our Customer service department before sending any goods to us. Unauthorised returns may have significant delays in processing. If no sender address is provided and the senders details are not sufficient the items will be destroyed, and no replacement or refund shall be issued.