1. Order Processing

• We process orders within 1–2 business days once payment is confirmed.
• Orders placed on weekends or public holidays will be processed the next working day.

Shipping Methods & Delivery Time

• We use reliable courier partners to deliver your products.
• Domestic shipping: typically 3–7 business days (depending on your location).
• For remote or rural areas, delivery may take up to 10 business days.
• Once your order is shipped, you will receive a tracking number via email.

Shipping Charges

• Shipping is free for subscription orders.
• For orders below that threshold, a shipping fee will be applied at checkout.
• Any customs duties, taxes, or import fees (if applicable for international orders) are the customer’s responsibility.

Lost or Damaged Items

• If your order is lost in transit, please contact us at team@theonelabs.co within 14 days of the estimated delivery date, and we'll help you raise a claim with the courier.
• For products damaged during shipping, please send us a photograph of the damage along with the packaging, and we will issue a replacement or refund after verification.

2. Return & Refund Policy

We want you to feel confident choosing The One.

Return Eligibility

• You can request a money-back guarantee within 30 days of delivery of your first order if you don't like the product.

How to Initiate a Return

• To start a return, please email us at team@theonelabs.co.
• In your request, mention your order number, product name, and reason for return.
• Once approved, we'll provide you with return instructions.

Return Shipping

• Return shipping costs may be borne by the customer unless the item is defective, the return is due to our error or within your first 30 days. 
• We recommend using a trackable shipping service for returns, as we are not responsible for lost return parcels.

Refund or Exchange

• Refunds: If approved, we will refund you within 14 days to the original payment method.

Non-Returnable Items

• After your first 30 days, we will be unable to issue a refund on food dietary supplements due to health and safety reasons. 

Cancellation

• Orders can be canceled before they are shipped.
• Once shipped, cancellation may not be possible - you will need to follow the return process once the item arrives.

Contact for Returns

Email: team@theonelabs.co.

3. Money-Back Guarantee

We want you to feel completely confident trying The One. If you've taken the product consistently for 30 days and aren't happy with your results, we'll make it right.

Simply reach out to us at team@theonelabs.co and our clinical team will be in touch to chat through your experience and confirm your eligibility.

Once approved, we'll process a full refund back to your original payment method.

If your order included more than one box, we may ask that any unopened boxes be returned to us in resalable condition before the refund is processed.

To keep things fair, the guarantee is limited to one claim per customer and one per household.