Returns & Exchanges

Due to the intimate nature of sexual health products and health regulations regarding medical devices, we are unable to accept product returns.

If you ordered online at and received product that is damaged during shipping, please email within 48 hours of receipt and we will ship you a replacement. If you are not completely satisfied with your purchase, please contact customer service at within 30 days of receipt of your order. 

If you purchased ONE condoms products at a store and the package is damaged, please email regarding the issue. While we cannot refund the purchase, we can take some action to help resolve the issue.

If you have a quality-related issue or concern regarding your product, please contact our Quality Department at or by calling 617-946-2800. At ONE, we take the quality of our products — and the health and safety of our customers — very seriously. We’re here to help, and we investigate thoroughly when it comes to any concerns regarding product quality. Depending on the issue, a quality-related concern is the only reason why we may ask you to send the product back to us. But that’s for quality inspection and testing, not restocking.

Please let us know if you have any questions regarding our policies. or 617-946-2800