Last Updated: October 1, 2026
OneStoply is a marketplace that connects customers with local shops. Products are sold and fulfilled by individual shop owners. Return, exchange, cancellation, and refund decisions may therefore depend on the shop's own policy and the nature of the product.
1. Order Cancellation
Customers may request cancellation of an order before the shop has started processing or preparing it.
Once an order has been prepared, dispatched, or otherwise processed by the shop, cancellation may no longer be possible.
2. Returns
Customers should contact the relevant shop as soon as possible if they receive:
- A damaged product
- The wrong product
- A product that is materially different from the description
- A missing item from an order
Return eligibility may vary depending on the product category and the individual shop's return policy.
Some products may not be eligible for return because of their nature, condition, hygiene requirements, customization, or other applicable restrictions.
3. Return Conditions
Where a return is accepted, the shop may require:
- The product to be unused or in its original condition
- Original packaging, accessories, or tags where applicable
- Proof of purchase or order information
- Photos or other evidence of damage or incorrect items
The shop may inspect the product before approving a return or refund.
4. Refunds
If a refund is approved, the refund amount and method will depend on the circumstances of the order and the applicable shop policy.
For orders paid through an external payment method, the refund may be processed through the relevant payment provider.
For Cash on Delivery orders, the shop or OneStoply may contact the customer to arrange an appropriate refund method where a refund is approved.
5. Damaged or Incorrect Products
If you receive a damaged or incorrect product, contact the shop or OneStoply support as soon as possible and provide your order details and, where useful, photographs of the product.
We will review the issue and coordinate with the relevant shop where appropriate.
6. Shop Pickup Orders
For Shop Pickup orders, customers should check the order where reasonably possible before leaving the shop.
Any return or exchange will remain subject to the shop's applicable policy and the nature of the product.
7. Delivery Orders
For delivery orders, customers should report damaged, incorrect, or missing items as soon as reasonably possible after receiving the order.
The shop may request information or evidence to review the issue.
8. Non-Returnable Items
Certain products may not be eligible for return or refund, including products that are:
- Customized or made specifically for the customer
- Used or damaged after delivery due to customer handling
- Subject to hygiene or safety restrictions
- Clearly identified by the shop as non-returnable
Applicable exceptions may exist where required by law.
9. Shop-Specific Policies
Individual shops may have additional return, exchange, cancellation, or refund terms.
Customers should review the shop's published policy or contact the shop before placing an order when return eligibility is important.
Shop owners are responsible for providing accurate information about their products and applicable return policies.
10. OneStoply's Role
OneStoply provides the marketplace platform that connects customers and local shops.
Unless otherwise stated, OneStoply is not the manufacturer or direct seller of products listed by independent shops. The relevant shop is generally responsible for product quality, fulfillment, and its applicable return or refund policy.
OneStoply may assist customers and shops in resolving order-related issues where appropriate.
11. Contact Us
If you have a question about a return, refund, cancellation, or order issue, please contact the relevant shop or use the contact information provided on the OneStoply website.
OneStoply
Your Local Shops, One Place.