Delivery, Returns & Refund Policy
Our Delivery, Returns & Refund Policy applies exclusively to items purchased across our e-commerce websites including www.probreeze.com, www.activeera.com, www.cosihome.com & www.thebodysource.com.
Free UK Delivery:
All orders sent within the United Kingdom come with FREE NEXT DAY DELIVERY.
- Next Day Delivery is available if you order before 2 pm Monday to Thursday.
- If you place your order after 2 pm on Thursday your item(s) will be delivered on Monday.
- If you place your order after 2 pm on Friday your item(s) will be delivered on Tuesday.
Your order will be delivered via DPD. You will receive an SMS & Email highlighting your allocated 1 hour delivery slot.
Follow the link within the Email or SMS to action the following changes to your delivery:
- Change your delivery day
- Leave your item in a safe place
- Deliver your item to a neighbour
If you have any questions regarding our delivery service, please email us at [email protected]
We always endeavour to deliver your order on time however, there may be factors outside our control such as adverse weather, or severe road network issues which may delay your order. We politely point out that in such circumstances, we do not take responsibility for any impact such delays may have.
If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.
We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received of an order being delivered and signed for at the delivery address our liability ceases
Damages to your order:
We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos at [email protected] If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.
International orders must be placed through the country specific websites as listed below. Orders placed through our UK websites (www.probreeze.com, www.activeera.com, www.cosihome.com & www.thebodysource.com) are only eligible for delivery within the UK. Orders will be processed online in the local currency either via Credit / Debit card or PayPal. Please note that shipping charges for the below countries may vary and users should review the specific delivery pages on the websites listed below.
Changed your mind?
We really hope you like your purchase from One Retail Group however, in the event you do wish to make a return, simply follow the below instructions.
Steps to Return your Item:
Repackage your item, if you no longer have the packaging, please make sure that it is wrapped and packaged as securely as possible.
Clearly attach the below address to the parcel:
One Retail Group Returns
Unit 16 Thames Gateway Park
Use a courier of your choice to return your order to us; the best way to do this would be to visit Parcel2Go. Here you will find an assortment of couriers to use with varying price ranges, most of which are very reasonable
Please be sure to obtain a proof of postage once your item has been returned and if you could forward that onto us, we can then process your refund.
We kindly ask that you return your item to us in good condition with no signs of visible damage. Please be aware, we do not cover the cost of the returns.
Returns must be returned to us in an unopened and unused condition. We are unable to accept returns of used products.
Product not working as expected?
Our Customer Care team are incredibly knowledgeable and able to resolve most product related issues quickly and efficiently. For the quickest support, please contact our product experts using the submission form on our contact page.
If we are unable to fix your issue for you, we will replace the product at no charge for either a brand new or refurbished unit of the same condition as per our 12-month manufacturer’s warranty.
Please be aware, we aren’t able to accept any returns that have been used and which are not faulty.
In order for a return to be eligible for a refund please ensure you provide proof of shipping for your return within 30 days of the original purchase of your item.
We kindly ask that you return your item to us in good condition with no signs of visible damage.
Please be aware, we do not cover the cost of the returns.
Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if there are any signs of wear or if parts are missing.
When will I receive my Refund?
Following a successful inspection of your return we will process a refund to the credit / debit card or PayPal account which was used to place the original order.
Please allow 5 working days for the refund to appear in your account.
I haven’t received my refund
If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked.
If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
When an order has been placed, we aren’t able to cancel it or make any changes.
Our Customer Care team may be able to request that it is ‘returned to sender’ however, as we ship orders after 20 minutes via a next day delivery service, this is not guaranteed.
If a delivery is attempted, please refuse it and it will be returned back to our warehouse. If your order is delivered, you can return it to us within 30 days for a full refund. Please be aware, we don’t cover the cost of returns