Refund and Returns Policy

Effective Date: September 26, 2026

Onegame sells small, practical things, and occasionally one of them turns up faulty, broken or simply not the item you ordered. This policy sets out precisely when we take something back and how quickly the money returns to you.

1. What we accept back

• Manufacturing defects — a flaw in the materials or the workmanship of the product.
• Damage in transit — the item arrived broken or damaged because of its journey.
• Wrong item received — what came out of the box is not what you ordered.

2. What we do not accept

We are unable to take an item back for change of mind, for personal preference, or because it did not suit a space as well as you expected. Measurements, capacities and materials are printed on every product page precisely so that this decision can be made before ordering — and if a figure is unclear, write to us first and we will check it for you. We also cannot refund an item that has been damaged after delivery through use, modification or an accident.

3. The window

Contact us within 30 days of the delivery date to open a return. Requests made after that window cannot be processed.

4. Reporting transit damage

Damage must be reported within 72 hours of delivery, because that is the window the carriers work to. Please keep the packaging and send us photographs of:

• the damage to the product itself;
• the outer shipping box, showing its condition;
• the shipping label, readable in full;
• the inner packaging and any padding.

5. How to start a return

• Email support@onegameai.com with your order number and a short description of the problem, attaching photographs where the item is damaged or defective.
• We review the request and confirm whether it qualifies within 1-2 business days.
• If it is approved, we send return instructions, including the address and the label or reference to use.
• Pack the item securely, ideally in its original packaging, and send it back using those instructions.
• We inspect the item when it arrives and then issue the refund.

Please do not send anything back before a return has been approved — an unannounced parcel cannot be matched to an order and may be refused.

6. Who pays the return postage

For an approved return — defective, damaged or wrong item — we pay the return shipping. You will never be charged to send back something that was our fault or the carrier's.

7. How the refund is paid

Refunds are issued to the original payment method used at checkout. We do not offer store credit, and we do not run exchanges; if you would like the same item again, we will refund the original order and you can place a new one once the refund is confirmed. Where a replacement is the simpler fix and stock allows, we will offer it — but the choice is yours.

8. How long a refund takes

Once the returned item has reached us and been inspected, the refund is processed within 3-7 business days. Your bank or card issuer may take a few additional days to show the credit on a statement, which is outside our control.

9. Cancelling an order

Write to support@onegameai.com as soon as you can with your order number. If the order has not yet been picked and packed we will cancel it and refund you in full. Once it has been processed or dispatched, the return process above applies instead.

10. Contact

• Email: support@onegameai.com
• Phone: +1 (740) 984-3005
• Hours: Monday-Saturday, 9:00 AM - 6:00 PM ET