Returns & Exchanges
Returns
We sincerely hope that you enjoy your purchase; however, if you would like to return your merchandise, we will gladly help you with the process. Please review the guidelines below prior to your return to ensure that your merchandise is eligible for a return/refund.
Return Guidelines
Merchandise must be returned within 30 days of the date that it was received
Merchandise returned must be in new/unused condition
We are unable to accept returns on washed, worn, and/or abused items
We are unable to accept returns on CDs, DVDs, vinyl records and/or clearance/sale items at this time
We are unable to accept returns on “intimates” such as boy shorts, due to the nature of the product.
Shipping cost & shipping sales tax incurred for returns are non refundable and within the Customer’s responsibility
Orders placed with PayPal will have separate credits from orders using credit cards
Mailing Returns to One Live Media
Please contact our Customer Serivce team for more info: support+dr@onelive.com
Refunds
Refunds will be credited to your account within approximately 10 business days from the date the return is received by One Live Media. The credit may be reflected to your account on your next statement depending on the issuing bank and/or billing cycle.
To process your refund, please mail your item(s) to our warehouse at:
ONELIVE Fulfillment / Return
4101 Smith School Road
Bldg 3, Suite #300
Austin, TX 78744
Please include a note specifying the following:
1) Your original order number
2) The nature of your return (requested refund)
Once our warehouse receives your item(s), your refund for the full value of the merchandise will be processed.
Exchange Policy
Due to inventory and accounting purposes, we do not exchange items received for different items than originally purchased. We can process an exchange for another size within the same product, but unfortunately we cannot exchange them for another item. You will have to return the item for a refund then re-purchase the desired item.
To process your exchange, please mail your item(s) to our warehouse at:
One Live Media Fulfillment / Return
4101 Smith School Road
Bldg 3, #300
Austin, TX 78744
Please include a note specifying the following:
1) Your original order number
2) The nature of your return (requested exchange for specific size)
3) A return address for your new item(s) to be sent to
Once our warehouse receives your item(s), your exchange will be processed within 7-10 business days.
Please note: many items in the store are "made to order" items. As such an exchange is not possible. You can return the item(s) to the same address for a refund and a new order will need to be submitted.
Damaged Goods
Defective and/or damaged merchandise due to shipping must be reported to One Live Media within 30 days of purchase, and pre authorized for return to be considered eligible for a refund. Please contact Customer Service to obtain authorization and a pre-paid shipping label to cover return expenses. A refund of the original product cost, taxes, and pro-rated shipping charges will be processed within 10 business days from the date that the damaged/defective goods are received at One Live Media.
Pre-Sales
For items that are sold on pre-order status, your account will be charged at the time that your order is placed; If the order cannot be fulfilled within a few weeks of the advertised date, your account will be credited in full. If you choose to cancel your order before it ships, your account will be credited in full. Please contact customer service if the credit has not been received. If you choose to cancel your order after it has been shipped, please follow the return policy and guidelines.
Bundles
For items that are sold as part of a bundle set, we are unable to accept partial returns of the items in the bundle at this time, except in the case of a damaged or defective product. If you wish to make a return, all of the bundle items must be returned together, in accordance with the return policy outlined above.
Return Policy for Items Purchased at a Concert/Event
At this time we are unable to offer returns or exchanges for concert/event merchandise purchased at an event. Concert/event merchandise purchases are final; however, we care about your satisfaction. You may contact customer service via email with details regarding your purchase for possible alternatives if your product is defective.