Return & Refund Policy

10 Days to Fall in Love

At THE One, we want you to be completely satisfied with your purchase. That's why we are pleased to offer you 10 calendar days from the date of receipt (collection/delivery) to return your item or have a pick-up arranged to any THE One store in the country of purchase.

Eligibility Criteria

To qualify for a refund, customers must present the original receipt as proof of purchase. Additionally, items must be returned in their original packaging (when applicable) and in resalable condition. Unfortunately, items returned after 10 days, damaged, or with missing parts will not be eligible for a refund.

Non-Refundable Charges:

• Delivery and assembly charges.

Non-Refundable Items:

• Products that have been used, altered, assembled, or installed, unless they are defective.
• Bedding and other hygiene-related products such as bed and bath linens (sheets, towels, etc.), mattresses, mattress pads, quilts, pillows, duvets, etc.
• Custom-made or personalised items.
• THE [Special] One Gift Cards.

Return Process

Accessories must be returned in-store, in their original packaging, and in resalable condition. To initiate the return process for furniture, please contact our Customer Service Team. Note that an AED 100 collection fee will apply for pickups by our delivery team, provided the items are unused and in resalable condition (outside Dubai, Abu Dhabi and Sharjah city limits, the fee is AED 200). Upon receipt, all items undergo verification and quality control by THE One staff, and a refund can only be granted once the items pass inspection, including assessment for damage.

Refund Process

Once a return has been inspected and approved, refunds will be processed within 3 business days. At this point, you'll have the option to choose how you'd like to receive your refund: credited to your personal THE One online wallet, refunded to the original method of payment, or issued as store credit (applicable only for in-store returns). However, please note that the processing time for refunds credited back to the original payment method may vary depending on your bank's procedures, so the exact time taken for the refund amount to reflect in your account can vary.

Additional Information

• THE One reserves the right to refuse the return of any products that do not meet the return and refund eligibility criteria stated above.
• Refunds will not be processed for items damaged due to misuse or neglect.
• Defective items resulting from manufacturing faults are eligible for a refund, exchange, or store credit, subject to verification by our team.
• Certain items, such as clearance or discounted products, may not be eligible for return. For more details, please contact our Customer Service Team.

Exchange Policy

Purchases made from THE One Total Home Experience are currently not eligible for exchanges. If you wish to exchange an item, we recommend that you follow the return process outlined above, following which you can place a new order for the desired item once the original item has been returned. However, please note that new orders are subject to merchandise availability, and you will kindly be notified if your order cannot be fulfilled.

Warranty Policy

At THE One, we proudly stand by the quality of our products and are committed to ensuring your satisfaction. Please click here to view our simple and comprehensive warranty policy.