Terms of service

TERMS AND CONDITIONS OF SERVICE
General Terms and Conditions of Online Sale of www.theone.moda
THEONE – Version updated August 27, 2026

1. SELLER IDENTITY AND CONTACT DETAILS

The website www.theone.moda (the "Site") is operated, for online sales, by:

PINGTOUGEFERRARA SRL
Registered office: Via Diamantina 32, 44123 Ferrara (FE), Italy
VAT number: 02116900388
REA: FE-227188
Customer service email: info@theone.moda
Telephone: 0532 684041

"TheOne" is a brand used by multiple physical stores and does not constitute an independent legal entity. PINGTOUGEFERRARA SRL is the sole seller and party responsible for sales concluded through the Site, related payments, invoicing, and after-sales service.

2. SCOPE OF APPLICATION

These Terms and Conditions apply to the online sale of movable goods made through the Site to customers located in Italy and other countries to which the Site allows delivery.

"Consumer" means a natural person purchasing for purposes outside of their business, commercial, artisanal, or professional activity. Consumers are subject to the mandatory protections provided by Legislative Decree 206/2005 ("Consumer Code") and applicable European Union legislation.

A customer purchasing within the scope of their professional or entrepreneurial activity is considered a "Professional." The provisions specifically reserved for Consumers, including the legal right of withdrawal, do not apply to purchases made by Professionals, unless expressly provided otherwise.

The customer must have the legal capacity required to enter into the contract. Anyone placing an order on behalf of another person or organization declares that they are authorized to do so and is responsible for the accuracy of the information provided.

The invalidity or unenforceability of any provision shall not affect the validity of the remaining provisions. Applicable mandatory provisions shall prevail over any inconsistent provisions of these Terms and Conditions.

3. PRE-CONTRACTUAL INFORMATION AND PRODUCT CHARACTERISTICS

Before placing an order, the customer can consult the essential product characteristics, available sizes and variations, the composition (if indicated), the total price, payment methods, delivery costs, and information on the right of withdrawal.

The photographs are taken to represent the products as faithfully as possible. Slight color differences may depend on lighting, manufacturing, the screen, or device settings and do not automatically constitute a lack of conformity. The Consumer's rights remain unaffected if the product received does not substantially correspond to the description, variation, or characteristics promised.

The customer is invited to check the size guide and the information provided on the product page before purchasing.

Measurements and fit may have normal tolerances due to the measurement method, model, fabric, and manufacturing. The indications "one size," "regular," "slim," "oversize," and similar must be evaluated in conjunction with the published measurements. Incorrect size selection or failure to consult the available information does not constitute a defect, without prejudice to the Consumer's right of withdrawal.

Accessories expressly designated as free or promotional gifts must be returned with the product in the event of cancellation of the entire purchase. If missing or damaged, the related loss in value may be deducted to the extent permitted by law.

4. PRICES, VAT, AND ADDITIONAL CHARGES

All prices displayed for Consumers in the European Union are in euros and include applicable VAT, unless otherwise expressly indicated.

Shipping costs and any additional costs are clearly and separately indicated before the customer submits the order. No optional charges will be added through pre-checked boxes.

For deliveries outside the European Union, any customs duties, import taxes, and charges required by the authorities of the destination country, unless expressly included in the total shown at checkout, are the responsibility of the recipient. These charges are neither set nor collected by the Seller.

The applicable price is the one displayed and accepted at the time the order is placed. Promotions are valid for the period and under the conditions indicated. In the event of a price reduction being announced, the rules governing the previous price set forth in Article 17-bis of the Consumer Code apply.

Discount codes, vouchers, and promotions cannot be combined unless expressly indicated. They may not be duplicated, altered, or used through multiple accounts to circumvent limits or conditions. In the event of manifestly abusive or fraudulent use, the Seller may cancel the offer or order, informing the customer and refunding the amounts due. A subsequent discount does not entitle the customer to a refund of the difference for orders already placed, unless specifically requested by a commercial initiative.

5. ORDER PROCEDURE AND CONTRACT CONCLUSION

To make a purchase, the customer selects the products, places them in the cart, provides the necessary information, chooses delivery and payment, and reviews the final summary. Before submitting, they can correct any errors using the cart and checkout functions.

By pressing the final button, which clearly indicates the obligation to pay, the customer submits a binding order and undertakes to pay the corresponding amount.

Technical receipt of the order does not necessarily imply its acceptance. The contract is considered concluded when the Seller sends the customer confirmation of acceptance of the order on a durable medium, usually by email. The confirmation contains or allows for the retention of an order summary and applicable contractual information.

The Seller retains order data in accordance with the law. Registered customers can view their orders in their personal area; they can also request a copy by writing to info@theone.moda.

The customer is responsible for the accuracy of their name, address, house number, zip code, intercom name, telephone number, email address, and any other information necessary for delivery. Requests for changes or cancellations will be considered if received before preparation or shipping, but cannot be guaranteed. The statutory right of withdrawal remains unaffected.

The primary language of the contract is Italian. Any translations are provided for ease of understanding; in the event of a discrepancy in interpretation, the Italian text shall prevail, without prejudice to the mandatory rights recognized to the Consumer by the law of their country of residence.

6. AVAILABILITY AND ORDER REFUSAL OR CANCELLATION

The availability displayed on the Site is updated with reasonable care, but may exceptionally be inaccurate due to simultaneous purchases, inventory errors, or damage to the last available item.

The Seller may refuse or cancel an order for objective and legitimate reasons, including product unavailability, failure to authorize payment, manifestly incorrect information, reasonable suspicion of fraud, quantities incompatible with a personal purchase, or an obvious and recognizable pricing error. The customer will be informed without undue delay, and any sums already collected will be refunded using, as a rule, the same payment method.

The Seller may carry out reasonable checks and request confirmation of essential information if inconsistencies arise regarding payment, identity, or address. Failure to respond within the stated timeframe may result in the refusal or cancellation of the order. Full card details or bank details will not be requested via email.

The Seller may limit quantities, suspend an account, or refuse future orders in the presence of objective evidence such as confirmed fraud, abusive chargebacks, returns of different items, product tampering, systematic and anomalous use of the return service, or serious violations of these Terms. Any action will be proportionate and will not limit the rights relating to orders already placed.

The Seller may offer an alternative product or color, but will only proceed with the replacement after receiving the customer's consent.

7. PAYMENTS

The payment methods indicated at checkout are accepted. The specific terms and conditions of any installment payment providers apply to the relevant financing agreement, without limiting the customer's rights against the Seller.

The customer declares that they are authorized to use the chosen payment method. Full card details are processed directly by the payment service providers according to their respective security and privacy standards.

Initiating a bank dispute or chargeback does not replace the notification of withdrawal or the defective product procedure. The Seller may transmit the order confirmation, proof of shipment and delivery, communications, and any other information relevant to the dispute to the payment provider and the competent authorities, in compliance with personal data regulations.

8. SHIPPING AND DELIVERY

Serviced areas, costs, and delivery estimates are displayed on the Website or at checkout. Estimates apply, unless otherwise indicated, from the order confirmation and may vary depending on destination, holidays, peak orders, or exceptional events.

The Seller will deliver without undue delay and, unless otherwise agreed, no later than thirty days after the conclusion of the contract. In the event of a delay, Article 61 of the Consumer Code applies: the Consumer may grant an appropriate additional period and, in the cases provided by law, terminate the contract and obtain a refund.

The Seller is responsible for the execution of the delivery and manages any transport anomalies with the courier. It is not responsible for delays due to force majeure to the extent permitted by law, but will inform the customer and take reasonable measures to limit the inconvenience.

The customer must arrange for delivery and follow the carrier's communications. If delivery fails due to an incorrect or incomplete address, missing name, repeated absences, unjustified refusal, failure to collect from the storage location, or other reasons attributable to the customer, the package may be returned to the Seller. In this case:

- failure to collect or simple refusal does not, in itself, constitute a valid declaration of withdrawal;
- the customer must expressly communicate any withdrawal within the applicable deadline;
- in the event of a valid withdrawal, the direct costs of return and any additional costs actually incurred by the customer may be deducted, to the extent permitted by law;
- a new shipment may be subject to advance payment of the new shipping costs;
- the customer's rights remain unaffected when the failure is attributable to the Seller or the carrier.

The risk of loss or damage passes to the Consumer only when the Consumer, or a third party designated by the Consumer other than the carrier, physically takes possession of the goods. If the Consumer independently chooses a carrier not proposed by the Seller, the risk passes upon delivery of the goods to that carrier, in accordance with art. 63 of the Consumer Code.

9. DELIVERY INSPECTION AND DAMAGES

The customer is advised to check the number of packages and the external condition of the packaging upon delivery. If the packaging is visibly damaged, it is advisable to accept the package with specific reservations, describing the damage on the carrier's document, and photographing the package before opening.

Failure to submit a reservation does not affect the Consumer's statutory rights. However, the customer is encouraged to promptly report missing, incorrect, or damaged products to info@theone.moda, attaching the order number and relevant photographs to allow for a prompt inspection.

The customer must retain the product, packaging, shipping label, and accessories until the inspection is complete. They must not use, wash, repair, or modify an item they claim is incorrect or damaged before allowing the Seller to document the problem. Any conduct that makes it impossible to determine the cause or extent of the damage may be assessed according to the rules of evidence and liability, without prejudice to the Consumer's statutory rights.

10. CONSUMER RIGHT OF WITHDRAWAL AND 15-DAY CONTRACTUAL PERIOD

The Consumer has the legal right to withdraw from the purchase, without stating a reason, within fourteen days from the day on which they, or a designated third party other than the carrier, acquire physical possession of the goods. For orders with multiple goods delivered separately, the period begins upon delivery of the last good, where provided by law.

In addition to the minimum legal period, TheOne allows the Consumer to communicate withdrawal within fifteen days of delivery. This contractual extension in no way limits the fourteen-day statutory right.

To withdraw, the Consumer must send, within the deadline, an unequivocal statement containing at least their name and surname, order number, affected products, and email address. The communication can be sent:

- via the clearly accessible online withdrawal function on the Site;
- by email to info@theone.moda;

- using the standard withdrawal form at the end of these Terms and Conditions, without obligation to use this form.

For orders placed online, the Site provides an easily accessible function called "Withdraw from the contract here" or equivalent throughout the withdrawal period. After submitting and confirming online, the Consumer will receive, without undue delay, a receipt on a durable medium containing the content of the declaration and the date and time of transmission, pursuant to Article 54-bis of the Consumer Code.

Withdrawal is considered timely if the declaration is submitted before the deadline. The Consumer must therefore return the goods without undue delay and in any case within fourteen days of notification of withdrawal, following the return instructions provided by customer service.

11. RETURN COSTS AND METHODS

In the event of a simple change of mind, the direct costs of return are borne by the Consumer. If the customer chooses the home collection service organized by TheOne, the cost indicated before the service confirmation will be charged or deducted from the refund with the customer's consent. The current rates for a standard collection are:

• €4.90 for Italy;
  - €15.00 for France, Germany, Spain, and Switzerland.

• Rates apply to a standard package suitable for transportation. Any higher costs due to additional packages, non-standard dimensions or weight, unserved locations, or failed collection attempts due to the customer's fault will be communicated prior to booking, where foreseeable.

  The €4.90 and €15.00 fees do not constitute a return fee, penalty, or earnings retained by TheOne for exercising the right of withdrawal. They correspond to the cost of the home collection logistics service provided by the carrier. TheOne collects them or deducts them from the refund exclusively to advance or recover the cost of the collection. Once the collection has been booked and the service has been performed or the carrier has attempted to collect the package at the address provided, the related fee is non-refundable if the failed collection is attributable to the customer. The cost will not be charged, or will be refunded, when the service is not performed due to a cause attributable to the Seller or the carrier, except in cases where the return is due to a defective, incorrect, or non-compliant product and the law requires the Seller to bear the cost.

  For returns from other countries or for non-standard shipments, the cost will be communicated prior to booking. The customer may choose their own carrier; tracked shipping is recommended, as the customer is responsible for the return until it is delivered to the Seller.

  The customer must package the return appropriately, avoiding applying tape or labels directly to the commercial packaging. If using a carrier selected independently, the customer must retain the receipt and tracking number. The Seller is not responsible for loss or damage to the return before delivery when shipping is arranged independently by the customer, without prejudice to their rights towards the chosen carrier.

  If the product is defective, incorrect, or non-compliant, the costs necessary for the return and restoration of conformity are borne by the Seller in accordance with the law.

  The customer must make the goods available for collection or ship them within fourteen days of the withdrawal notice. Failure to deliver to the carrier, an incorrect address, or repeated absences do not invalidate a timely withdrawal. However, the refund may be withheld until the goods are received or proof of shipment is provided, and the customer may be responsible for any additional direct costs actually incurred, if permitted by law.

  12. CONDITION OF RETURNED PRODUCTS AND DECREASE IN VALUE

  The Consumer may examine the product to the extent necessary to establish its nature, characteristics, size, and functioning, as they would reasonably do in a store.

  The Consumer is responsible for any decrease in value resulting from handling other than that necessary for such verification. The product must therefore be returned, if possible, complete with accessories, original packaging, tags, and any items received.

  To prevent errors and fraud, the Seller may record reasonably necessary information about the item and its package prior to shipment, such as product code, variant, visible features, weight, seals, and photographs. Upon receipt of the return, the Seller may document its opening, contents, weight, and condition. These checks are conducted in compliance with personal data regulations and are used to manage the order, return, and disputes.

  In particular, the following may result in a decrease in value, which must be concretely assessed and documented:

  - removal, damage, or missing tags;
  - use of the item beyond trying it on;
  - washing, alterations, stains, makeup, hair, damage, or signs of wear;
  - presence of odors of perfume, sweat, smoke, or other substances;
  - missing original packaging or accessories when this affects the value of the product.

  These circumstances do not automatically result in the loss of the right of withdrawal. However, the Seller may reduce the refund in proportion to the actual decrease in value and will communicate the reasons and assessment details to the customer. If, due to the customer's conduct, the product is deemed to be devoid of any commercial value, the reduction may correspond to the full value of the item, in accordance with the law and subject to a specific assessment of the case.

  If the returned package is empty or contains a different, counterfeit, incomplete, or incorrect item, the Seller may suspend the refund for the time reasonably necessary for verification, inform the customer, and refuse the refund for the unreturned item. Documented fraudulent conduct may be reported to the competent authorities.

  13. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

• The right of withdrawal does not apply in the cases provided for in Article 59 of the Consumer Code, including, where applicable:

  - goods made to measure or clearly personalized;
  - sealed goods that are not suitable for return for hygiene or health protection reasons and that have been opened after delivery.

  The hygiene exception applies only when all legal conditions are met. The mere commercial classification of a product as "underwear" does not automatically eliminate the right of withdrawal if the product was not properly sealed or if the seal has not been removed.

  14. REFUNDS FOLLOWING WITHDRAWAL

  In the event of a valid withdrawal, the Seller will refund the payments received for the returned products and, where applicable, the cost of the initial standard delivery. Additional costs resulting from choosing a more expensive delivery method than the least expensive standard delivery method offered will not be refunded.

  The refund will be made without undue delay and in any case within fourteen days from the date on which the Seller is informed of the withdrawal. The Seller may suspend the refund until the goods are received or until the Consumer demonstrates having shipped them, whichever is earlier.

  After receiving and inspecting the returned goods, TheOne typically aims to process the refund within ten business days, without exceeding the applicable legal deadline. The refund will be made using the same payment method used for the purchase, unless otherwise expressly agreed and provided that the Consumer does not incur any costs. The time required for the refund to be visible subsequently depends on the bank or payment provider.

  The direct cost of returning the goods due to a change of mind and any legitimately determined decrease in value may be deducted from the refund, with notification to the customer.

• Refunds are only for the amounts actually paid. Vouchers, discounts, and promotions are recalculated according to the original conditions. If the return results in the loss of a promotional threshold or a gift subject to a minimum amount, the benefit may be recalculated or the gift must be returned, provided that this consequence was clearly foreseen and does not constitute a penalty.

  15. PRODUCT CONFORMITY AND REPORTING OF DEFECTS

  Consumers are exclusively covered by the legal guarantee of conformity provided for by the mandatory regulations in force in the country concerned. For purchases subject to Italian law, Articles 128 et seq. of the Consumer Code apply. The Seller does not offer commercial guarantees beyond those required by law.

  The following do not constitute a lack of conformity, unless proven to be an original defect in the product:

  - normal wear and tear resulting from use;
  - accidental damage, cuts, tears, abrasions, or damage caused by objects, animals, or third parties;

  - improper, abnormal, or inappropriate use of the item;
  - washing, drying, ironing, storage, or care contrary to the instructions on the label;
  - discoloration, shrinkage, deformation, or color transfer caused by incorrect washing or treatment;
  - alterations, repairs, or adjustments performed by the customer or third parties;
  - incorrect size, color, or model selection by the customer when the product received corresponds to the order and description;
  - minor, non-substantial differences compatible with the nature of the material or manufacturing, which do not affect the normal use of the product.

  Any customer who believes the product does not conform should contact info@theone.moda, indicating the order number and a precise description of the problem. To allow for verification, clear photographs of the product, the defect, the internal label, and the washing instructions may be requested, as well as the product being made available for inspection. Requesting such information does not limit the Consumer's statutory rights.

  If the examination reveals that the problem is due to use, washing, maintenance, or damage after delivery and not to an original lack of conformity, the Seller may reject the claim, stating the reasons. If the lack of conformity is established, the remedies and order provided by law shall apply, taking into account the possibility, costs, proportionality, and characteristics of the goods. Nothing in this section limits the mandatory rights recognized to the Consumer.

  The Customer must not spontaneously return a product declared defective using methods or to an address other than those communicated by the Seller, unless necessary or otherwise permitted by law. Unnecessary or manifestly disproportionate expenses incurred without prior agreement may not be reimbursed to the extent permitted by law.

  16. LIABILITY

  The Seller does not exclude or limit liability that cannot be excluded or limited under applicable law, including liability for willful misconduct or gross negligence, personal injury, product defects, and violation of mandatory consumer rights.

  In its dealings with Professionals, except in the case of willful misconduct, gross negligence, or other mandatory provisions, the Seller shall not be liable for indirect losses, loss of profits, or damages that were not reasonably foreseeable at the time the contract was concluded.

  The Site may be temporarily unavailable for maintenance, security, or technical reasons. The Seller takes reasonable measures to ensure its operation, but does not guarantee uninterrupted service at all times.

  The Seller is not liable for delays or failures to perform caused by events beyond its reasonable control, such as government measures, natural disasters, war, general or logistical strikes, transport blockades, fires, widespread network outages, or health emergencies. If the impediment continues beyond a reasonable period, the Consumer's mandatory remedies remain unaffected, including, where applicable, termination and refund.

• 17. USE OF THE SITE AND INTELLECTUAL PROPERTY

  The contents of the Site, including trademarks, names, text, photographs, videos, graphics, and layout, belong to the Seller or their respective owners and are protected by applicable Italian, European Union, and international law.

  Use of the Site is permitted for personal and lawful purposes. Reproduction, distribution, modification, commercial exploitation, circumventing security measures, introducing malware, or unlawful collection of data and content is prohibited, unless authorized or permitted by law.

  Any links to third-party services are provided for convenience. When the customer accesses an external service, the terms and conditions of the relevant provider also apply. This does not relieve the Seller of liability for the sales contract concluded on the Site.

  18. PERSONAL DATA

  Personal data is processed in accordance with Regulation (EU) 2016/679, Legislative Decree no. 196/2003, as amended, and the Privacy Policy available at:
  https://www.theone.moda/policies/privacy-policy

  Acceptance of these Terms does not constitute consent to processing that requires specific consent, such as certain promotional or profiling activities. Such consent, where necessary, is requested separately and may be revoked in accordance with the Privacy Policy.

  19. COMPLAINTS AND OUT-OF-COURT DISPUTE RESOLUTION

  For inquiries or complaints, the customer may contact:

  PINGTOUGEFERRARA SRL
  Via Diamantina 32, 44123 Ferrara (FE), Italy
  Email: info@theone.moda
  Telephone: 0532 684041

  The Seller will attempt to examine the complaint within a reasonable timeframe. The Consumer may also, where applicable, contact an ADR body registered in the lists established by Italian or European law, in accordance with the rules and requirements of the relevant body.

  The previous European ODR platform, established by Regulation (EU) No. 524/2013, has been discontinued and the related regulation has been repealed effective July 20, 2025; therefore, no link to the no longer operational platform is provided.

  20. APPLICABLE LAW AND JURISDICTION

  These Terms and Conditions and the sales contracts are governed by Italian law.

  If the customer is a Consumer residing in another European Union country, the choice of Italian law does not deprive them of the protection afforded by the mandatory provisions of the law of the country in which they have their habitual residence, when applicable pursuant to Regulation (EC) No. 593/2008.

  For disputes with a Consumer, the court of the place of residence or domicile of the Consumer, if located within the territory of the State, shall have exclusive jurisdiction, unless otherwise permitted by applicable law. For disputes with Professional customers, the Court of Ferrara has exclusive jurisdiction, without prejudice to any mandatory jurisdiction provided by law.

  21. AMENDMENTS TO THE TERMS

  The Seller may update these Terms for regulatory, technical, or organizational reasons. The version applicable to each purchase is the one made available and accepted at the time the order is placed. Subsequent amendments do not have retroactive effect on contracts already concluded, unless required by law or expressly agreed with the customer.

• The date of the last update is indicated at the beginning of the document.

  22. REFERENCED DOCUMENTS

  The following constitute part of the contractual information, where applicable:

  - Privacy Policy: https://www.theone.moda/policies/privacy-policy
  - Shipping and Returns Policy: https://www.theone.moda/policies/shipping-policy
  - Refund Policy: https://www.theone.moda/policies/refund-policy
  - Cookie Policy, if published in the relevant section of the Site.

  In the event of a conflict, these Terms and Conditions and any applicable mandatory provisions shall prevail. No policy may limit the rights granted to the Consumer by law.

  ATTACHMENT – STANDARD WITHDRAWAL FORM

  (Complete and submit only if you wish to withdraw from the contract)

  Recipient:
  PINGTOUGEFERRARA SRL
  Via Diamantina 32, 44123 Ferrara (FE), Italy
  Email: info@theone.moda

  I/We (*) hereby communicate my/our withdrawal from the sales contract for the following goods:

  __________________________________________________________________

  Order number: _________________________________________________

  Ordered on (*) / received on (*): _________________________________

  Name and surname of the Consumer(s):

  __________________________________________________________________

  Address of the Consumer(s):

  __________________________________________________________________

  Email address used for the order: ___________________________________

  Date: ______________________________________________________________

  Signature of the Consumer(s) (only if the form is sent in electronic format) paper):

  __________________________________________________________________

  (*) Delete as appropriate.