Product Purchase Policy with OneStockHome


Shipping Policy

All shipping fees include delivery to the roadside (no unloading service), except for oversized items or orders with a total weight exceeding 8,000 kg. In such cases, the system may calculate shipping costs based on a trailer truck, which does not include unloading service. If unloading is required, additional charges will apply.

If delivery cannot be completed on the specified date, if the customer is unable to receive the goods, or if certain products require additional unloading fees and the customer is unable or unwilling to pay, OneStockHome may immediately issue a full refund or refund the price difference when changing the vehicle type.

Shipping Methods

1. Same-Day Express Delivery

  • Delivery will be completed within business hours (9:00 AM – 6:00 PM).
  • Payment must be completed before 1:00 PM.

2. Express Delivery

  • Bangkok and Metropolitan Areas: delivery within 1–2 business days
  • Provincial Areas: delivery within 1–7 business days

3. Standard Delivery

  • Bangkok and Metropolitan Areas: delivery within 3–4 business days
  • Provincial Areas: delivery within 7–14 business days

4. Self-Pickup at Mega Home or HomePro

  • Self-pickup is available only for products sold by HomePro and Mega Home.
  • Customers must wait for stock confirmation from OneStockHome staff before collecting the items.

5. Free Shipping

  • Delivery time may vary from what is stated on the website, depending on the product and factory.


Product Exchange and Return Policy

Product Condition

  1. Products and packaging must be in perfect condition, unused, and not installed.
  2. The factory or seller delivers products with incorrect size, color, or specifications that do not match the purchase agreement.
  3. Products are damaged during transportation, where shipping is arranged by OneStockHome.
  4. If the customer requests an exchange due to ordering the wrong size, color, or specifications, the customer is responsible for all return and reshipping costs. Approval of such exchanges or returns depends on each factory’s individual conditions.

Timeframe

  • For products delivered by OneStockHome:
    If damage is found, customers must report and provide photos on the same day of delivery. A 100% exchange or return is available.
  • For products delivered by third-party logistics providers:
    Damage must be reported with photos on the day of delivery. Exchanges or returns will follow the logistics provider’s terms and conditions.
  • If reported after the delivery date, exchanges may be approved only in certain cases, or compensation may be provided as a claim of up to 20% of the damaged product value, capped at THB 5,000.

Procedure

  • Customers must refuse the delivery immediately or notify OneStockHome on the delivery date only.
    If the customer accepts the product and it has already been used, OneStockHome reserves the right to refuse exchanges or returns.
  • Customers may contact the Call Center at 02-023-9921 or via LINE @onestockhome, along with photo evidence of the damage.
  • OneStockHome staff will contact the customer to verify details and explain the initial exchange/return process.
  • Customers must pay for any new product price difference and service fees related to the exchange/return (if applicable).
  • OneStockHome will collect the returned product from the customer’s site and send it back to the factory.
    Once the factory approves the exchange or return, OneStockHome will refund the price difference or product value within 1–2 business days.


Order Cancellation and Refund Policy

OneStockHome values transparency and fairness in all transactions and has established the following order cancellation and refund policy.

1. Cancellation by the Customer

Customers may request order cancellation before the order enters the production process or before the product has been prepared for shipment, whichever occurs first.

If the cancellation request is made within this period, OneStockHome will issue a full refund via the original payment method.

If a discount coupon was used, the coupon will be reinstated for reuse within 1 business day from the cancellation confirmation.

Once the order has entered production or shipment preparation, cancellation will no longer be permitted.

2. Cancellation by OneStockHome (Seller)

OneStockHome reserves the right to cancel orders due to necessary reasons such as product unavailability, out-of-stock situations, incorrect order information, pricing errors, or other unforeseen circumstances beyond the company’s control.

In such cases, OneStockHome will issue an immediate full refund via the original payment method.

Any coupon used in the order will be reinstated within 1 business day.

Note

OneStockHome reserves the right to modify, amend, or update these policies without prior notice. Any changes will take effect as announced on the company’s website or platform.


Quality Assurance Policy

OneStockHome provides a quality assurance policy for all materials sold and is pleased to issue refunds if products are damaged due to transportation handled by OneStockHome.

For fast and smooth service, customers are advised to count and inspect all products for completeness and condition before confirming receipt.