Refund policy
Last updated: 16 June 2026
At ONE MORE LUCK, we take great care in packaging and shipping your order. If your package or products arrive damaged or defective, this policy explains how we handle such situations in accordance with applicable EU consumer protection laws.
1. Inspection of Your Delivery
We recommend that you inspect your order as soon as reasonably possible after delivery.
If you notice visible damage to the packaging or products, we strongly advise you to:
- Take clear photographs of the package before and after opening
- Keep all packaging materials
- Avoid using the damaged item where possible
This helps us assess the issue and process your request more efficiently.
2. Reporting a Damaged or Defective Item
Please contact our customer support team as soon as possible at:
When reporting an issue, please include:
- Your order number
- A description of the damage or defect
- Clear photographs of the packaging and/or affected products
- Any additional relevant information
Timely reporting helps us investigate the issue with our logistics partners and provide a faster resolution.
3. Available Remedies
After reviewing your claim, and in accordance with applicable EU consumer law, we may offer one or more of the following solutions:
- Replacement of the damaged or defective item(s)
- Repair (where applicable and feasible)
- Refund of the affected item(s)
- Partial refund or other appropriate remedy depending on the situation
The remedy offered will comply with your statutory rights under applicable EU consumer protection legislation.
4. Return of Damaged Items
In certain cases, we may request that the damaged item and/or packaging be returned for inspection.
If a return is required:
- We will provide clear instructions
- A prepaid return label will be provided where legally required or where the return is necessary for assessment
You are not required to bear return costs where this is required under applicable EU law.
5. Consumer Rights (EU / EEA / UK)
This policy does not limit or exclude any rights you may have under applicable consumer protection laws.
If you are an EU/EEA consumer, you are entitled to legal guarantees of conformity, including the right to:
- Repair or replacement
- Price reduction or refund where appropriate
- Remedies in case of defective or non-conforming goods
These rights apply in addition to any voluntary remedies described in this policy.
6. Liability and Carrier Issues
We are not responsible for delays or damage caused by third-party carriers once the order has been properly dispatched, except where required by law.
However, we will always assist you in resolving issues with delivery damage and liaising with shipping providers where appropriate.