RETURNS & EXCHANGES POLICY
This Returns & Exchanges Policy governs returns, exchanges, refund eligibility and related post-purchase matters for Products ordered through KANG SEORYUN™ at kangseoryun.com.
This Policy should be read together with our Terms of Sale & Use, Shipping & Delivery Policy, Made-to-Order Policy, Warranty, Defects & Claims Policy, Credits & Vouchers Terms and any product-specific notices published on the Website.
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1. Scope and Application
1.1 This Policy applies to returns, exchanges and refund-related requests concerning Products purchased through the Website, unless a separate written agreement or product-specific notice expressly provides otherwise.
1.2 This Policy applies differently depending on the nature of the Product purchased. Certain Products may be returnable; exchangeable; non-returnable; final sale; made-to-order; pre-order; digitally delivered; hygiene-sensitive; limited-run; allocation-based or otherwise subject to category-specific restrictions.
1.3 You are responsible for reviewing the relevant product page, checkout information and any policy-linked notice before placing an Order.
2. General Rule
2.1 Except where applicable law requires otherwise, returns and exchanges are accepted only where expressly permitted under this Policy or under a product-specific notice published by KANG SEORYUN™.
2.2 Approval of a return or exchange is subject to compliance with this Policy, verification of the relevant Order and receipt of the returned Product in the required condition.
2.3 A request to return or exchange a Product does not, by itself, mean that the request has been accepted.
3. Digital Products
3.1 Digital Products are generally final sale and non-refundable once they have been made available for download, access, viewing, release or delivery.
3.2 No return, exchange, refund or cancellation will be accepted for a Digital Product on the basis of change of mind, mistaken purchase, compatibility assumptions, subjective preference or personal styling preference, except where required by applicable law or expressly stated otherwise by us in writing.
3.3 Where a Digital Product is defective in a material way or materially different from what was described, the matter will be assessed in accordance with applicable law, our Terms of Sale & Use and any applicable product-specific terms.
4. Physical Products
4.1 Physical Products may be eligible for return or exchange only where the request falls within one of the following categories:
- the Product delivered is materially different from the Product ordered;
- the Product arrives damaged in transit;
- the Product contains a material defect;
- the Product delivered is incomplete in a material way;
- the wrong Product was sent;
- the return or exchange is otherwise expressly permitted by us in writing or on the relevant product page.
4.2 Except where required by applicable law or expressly permitted by us in writing, we do not accept returns or exchanges based on change of mind, personal preference, mistaken selection, delayed interest, styling preference, subjective fit expectations or minor non-material differences.
5. Non-Returnable and Final-Sale Categories
5.1 Unless otherwise required by applicable law or expressly stated otherwise, the following categories are non-returnable and non-exchangeable:
- Digital Products;
- gift cards, store credits, loyalty credits, promotional credits or vouchers;
- custom-made, made-to-order, personalized or specially sourced items;
- pre-order or allocation-based items where cancellation or return is restricted by the applicable product terms;
- products marked as final sale;
- products returned in unsellable, altered, damaged, used or incomplete condition not attributable to us;
- hygiene-sensitive items, where applicable and where lawfully excluded.
5.2 Additional category-specific exclusions may be stated on the relevant product page or in the applicable product notice.
6. Return and Exchange Eligibility Window
6.1 Any request for return or exchange must be submitted within the period stated on the relevant product page or, where no specific period is stated, within a reasonable time after delivery.
6.2 Where a Product arrives damaged, defective, materially different or materially incomplete, you should contact us as soon as reasonably possible after delivery and provide the required supporting details.
6.3 Delay in reporting an issue may affect our ability to assess the claim, coordinate with the courier, preserve evidence or offer the preferred remedy.
7. Conditions for Accepted Returns
7.1 Where a return is accepted, the returned Product must generally be:
- in its original condition, subject to any defect complained of;
- unused except to the extent reasonably necessary to inspect it;
- returned with original packaging, labels, inserts or accessories where reasonably available;
- free from additional damage not attributable to transit, manufacturing defect or our error;
- capable of being matched to the original Order.
7.2 We reserve the right to reject a return or apply a reduced remedy where the returned Product shows signs of use, misuse, alteration, damage, incomplete packaging, missing components or deterioration not attributable to us.
8. How to Request a Return or Exchange
8.1 All return or exchange requests must be submitted through the official contact form made available on the Website unless another channel is expressly designated by us in writing.
8.2 Your request should include, where applicable:
- your Order number;
- the name of the Product;
- the reason for the request;
- photographs of the Product, packaging and label where relevant;
- a clear description of any defect, damage, discrepancy or issue;
- any courier-related information available to you.
8.3 We may request additional information or evidence where reasonably necessary to assess the request.
8.4 No Product should be returned until return instructions have been issued by us, where such instructions are required.
9. Shipping Costs for Returns
9.1 Where a return or exchange is approved due solely to our error, a materially defective Product, a materially different Product or transit damage properly reported and substantiated, we may bear or reimburse the reasonable return or re-delivery cost to the extent required by applicable law or expressly approved by us.
9.2 Where a return is accepted on any other basis, if such return is permitted at all, return shipping, packaging, insurance, customs charges, handling fees or related costs may be your responsibility unless expressly stated otherwise by us in writing.
9.3 Original shipping charges are non-refundable unless required by applicable law or unless the return arises solely from our error, a materially defective Product or a materially incorrect shipment.
10. Exchanges
10.1 Exchanges are subject to product availability, stock allocation, operational feasibility and category restrictions.
10.2 Where an exchange is approved but the requested replacement is unavailable, we may, at our discretion and subject to applicable law:
- offer a replacement of equivalent value;
- offer store credit;
- offer a refund;
- offer another reasonable remedy.
10.3 An exchange request does not reserve stock unless and until confirmed by us.
11. Refunds
11.1 Where a refund is approved, the refund will generally be issued to the original payment method unless otherwise required by law or agreed by us.
11.2 Refund timing may vary depending on payment provider processing times, banking systems, platform processing and internal verification steps.
11.3 Any original shipping fee, non-recoverable payment fee, customs fee, return fee or handling fee may be excluded from the refund unless required by applicable law or expressly approved by us.
11.4 Promotional benefits, bundled pricing adjustments, voucher use, loyalty redemptions or store-credit applications may affect the refund amount or method, as further governed by our Credits & Vouchers Terms.
12. Store Credit
12.1 Where permitted by applicable law and appropriate in the circumstances, we may offer store credit instead of or in combination with another remedy.
12.2 Any store credit issued under this Policy remains subject to our Credits & Vouchers Terms.
12.3 Store credit is not legal tender, is not a bank deposit and is not redeemable for cash except where applicable law requires otherwise.
13. Made-to-Order, Pre-Order and Special-Arrangement Items
13.1 Made-to-order, pre-order, allocation-based, limited-run, specially sourced or production-linked items may be subject to separate restrictions on cancellation, return, exchange or refund.
13.2 Such restrictions may be stated on the relevant product page, checkout notice or in our Made-to-Order Policy.
13.3 Where a made-to-order or special-arrangement item is materially defective, materially different from what was ordered or otherwise affected by a qualifying issue under applicable law, the matter will be assessed on its own facts in accordance with this Policy, the Warranty, Defects & Claims Policy and applicable law.
14. Rejected or Non-Compliant Returns
14.1 If a returned Product does not meet the conditions of this Policy, we may reject the return or exchange request.
14.2 Where a non-compliant return is received, we may, at our discretion:
- return the Product to you at your cost;
- hold the Product for collection or further instruction for a reasonable period;
- decline refund, exchange or store credit;
- apply any other lawful and reasonable measure necessary to conclude the matter.
15. Consumer Rights
15.1 Nothing in this Policy excludes, limits or waives any non-excludable right or remedy available to a consumer under applicable law.
15.2 Where mandatory consumer protection law applies, this Policy must be read subject to those rights and remedies.
16. Changes to This Policy
16.1 We may amend, revise, replace or update this Returns & Exchanges Policy from time to time by publishing the updated version on the Website.
16.2 The version in force at the time of your Order will generally apply to that Order unless a revised version is required by law or expressly stated to apply otherwise.
17. Language
17.1 If this Returns & Exchanges Policy is translated into another language, the English version shall prevail to the extent permitted by law unless another language version is expressly stated to govern.
18. Contact
18.1 For return requests, exchange requests, refund-related enquiries, damaged deliveries, materially different shipments or other post-purchase issues, official enquiries may be submitted through the contact form made available on the Website.