WARRANTY, DEFECTS & CLAIMS POLICY

This Warranty, Defects & Claims Policy governs defect-related claims, warranty-related claims, product-condition complaints and related remedies for Products ordered through KANG SEORYUN™ at kangseoryun.com.

This Policy should be read together with our Terms of Sale & Use, Shipping & Delivery Policy, Returns & Exchanges Policy, Made-to-Order 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 claims alleging that a Product is defective, damaged, materially incomplete, materially different from what was ordered or otherwise fails to meet the standard applicable under the relevant transaction and applicable law.

1.2 This Policy applies to Physical Products unless a product-specific notice expressly extends a warranty or claims process to a Digital Product, hybrid Product or service-linked Product.

1.3 This Policy applies in addition to any non-excludable right or remedy available under applicable law.

1.4 Business Customers may be subject to separate inspection, notification and claims procedures under our Wholesale & B2B Terms.
2. General Rule

2.1 A Product may be eligible for a remedy where it is:

  • materially defective;
  • damaged in transit;
  • materially incomplete;
  • materially different from what was ordered or described;
  • affected by a qualifying fault that appears within a reasonable period having regard to the nature of the Product and the circumstances of supply.

2.2 Not every variation constitutes a defect. Minor non-material differences in packaging, finish, tone, texture, hardware, detailing, batch characteristics or presentation do not by themselves constitute a defect where the core identity, intended function and substantial commercial character of the Product remain consistent.

2.3 Approval of a claim is subject to assessment by KANG SEORYUN™ in accordance with this Policy, the relevant product information, the surrounding facts and applicable law.
3. What Is Not Treated as a Defect

3.1 Except where applicable law requires otherwise, a Product will generally not be treated as defective merely because of:

  • change of mind;
  • subjective preference;
  • delayed interest;
  • mistaken selection;
  • personal styling preference;
  • ordinary wear and tear;
  • misuse;
  • improper storage;
  • improper handling;
  • accidental damage after delivery;
  • unauthorized repair, alteration or modification;
  • failure to follow reasonable care instructions;
  • minor non-material variation.

3.2 We may reject a claim where the issue complained of is more likely attributable to post-delivery misuse, external damage, third-party interference, alteration, neglect or another cause not attributable to us, the Product itself or the original fulfilment process.
4. Claim Window

4.1 A defect-related or damage-related claim must be submitted within a reasonable time after the issue becomes apparent.

4.2 Where the issue is visible upon delivery, including transit damage, visible breakage, missing components, visibly incorrect Product or material incompleteness, you should contact us as soon as reasonably possible after delivery.

4.3 Delay in reporting may affect our ability to assess the issue, preserve evidence, investigate courier handling, verify stock records, coordinate with suppliers or offer the preferred remedy.
5. How to Submit a Claim

5.1 All warranty, defect or product-condition claims must be submitted through the official contact form made available on the Website unless another channel is expressly designated by us in writing.

5.2 Your claim should include, where applicable:

  • your Order number;
  • the name of the Product;
  • the date of delivery;
  • a description of the issue;
  • photographs or video of the Product;
  • photographs of packaging and labels where relevant;
  • details of any missing component, defect, damage or discrepancy;
  • any relevant courier or delivery information available to you.

5.3 We may request additional information, photographs, video, usage details, packaging details or other reasonable evidence necessary to assess the claim.
6. Assessment of Claims

6.1 We reserve the right to assess the Product condition based on the information provided, the nature of the complaint, order records, shipping records, supplier information, inspection findings and any other relevant evidence reasonably available to us.

6.2 Where reasonably necessary, we may require the Product to be returned for inspection before a final remedy is approved.

6.3 We may also determine, acting reasonably, whether the issue complained of is more appropriately treated as:

  • transit damage;
  • a fulfilment error;
  • a manufacturing defect;
  • a non-defect variation;
  • misuse after delivery;
  • a return issue governed by the Returns & Exchanges Policy;
  • a made-to-order issue governed by the Made-to-Order Policy.
7. Available Remedies

7.1 Where a valid claim is established, we may, at our discretion and subject to applicable law, provide one or more of the following remedies:

  • repair;
  • replacement;
  • replacement with a substantially similar item;
  • refund;
  • partial refund;
  • store credit;
  • another lawful and reasonable remedy appropriate to the circumstances.

7.2 The remedy offered may depend on the nature of the defect, the Product category, stock availability, supplier availability, repair feasibility, the extent of the issue and the requirements of applicable law.

7.3 Where a replacement is approved but the same Product is unavailable, we may offer a comparable replacement, store credit, refund or another reasonable remedy.
8. Repair and Replacement

8.1 Where repair is appropriate and reasonably feasible, we may elect to repair the Product instead of replacing or refunding it, subject to applicable law.

8.2 Where replacement is appropriate, replacement may be made with the same Product, a substantially similar Product or another product-based remedy reasonably equivalent in commercial value, subject to applicable law.

8.3 Repair or replacement timelines are estimates unless expressly stated otherwise.
9. Return of Claimed Products

9.1 Where return of the Product is required for inspection, repair, replacement or further assessment, you must follow the return instructions issued by us.

9.2 A Product must not be returned without instruction where return authorization or return handling is required.

9.3 If a returned Product is found not to qualify for a remedy under this Policy, we may reject the claim and return the Product to you at your cost, hold it for collection for a reasonable period or apply another lawful and reasonable measure to conclude the matter.
10. Shipping Costs for Approved Claims

10.1 Where a valid claim arises solely from a materially defective Product, a materially different Product, a materially incomplete shipment or damage attributable to transit or fulfilment error, we may bear or reimburse the reasonable return, repair, replacement or re-delivery cost to the extent required by applicable law or expressly approved by us.

10.2 Where a claim is rejected or where the issue is not attributable to us, return shipping, handling, insurance, customs charges or related costs may remain your responsibility unless applicable law requires otherwise.
11. Made-to-Order and Special-Arrangement Products

11.1 Made-to-order, specially sourced, allocation-based, limited-run, customized or production-linked Products may still be subject to valid defect claims where a qualifying issue exists.

11.2 However, such Products may involve different assessment steps, supplier consultation, production review, replacement limitations or remedy constraints due to the nature of the Product.

11.3 Claims affecting such Products will be assessed together with our Made-to-Order Policy and any product-specific terms.
12. Repairs, Spare Parts and Supplier Support

12.1 Where reasonably applicable to the Product category, we may determine whether repair, component replacement, supplier support or another practical remedy is available.

12.2 Availability of repairs, spare parts, replacement components or supplier-supported remedies may depend on the Product type, sourcing structure, manufacturer support, production status, commercial feasibility and the time elapsed since supply.
13. Exclusions and Misuse

13.1 We reserve the right to reject a claim where we reasonably determine that the issue arises from:

  • misuse;
  • negligence;
  • accidental damage after delivery;
  • exposure to improper conditions;
  • failure to follow care or use guidance;
  • unauthorized repair or alteration;
  • inappropriate handling by the user or a third party;
  • ordinary wear and tear inconsistent with a defect claim.
14. Non-Excludable Rights

14.1 Nothing in this Policy excludes, limits or waives any non-excludable right or remedy available to a consumer under applicable law.

14.2 Where mandatory consumer protection law applies, this Policy must be read subject to those rights and remedies.
15. Changes to This Policy

15.1 We may amend, revise, replace or update this Warranty, Defects & Claims Policy from time to time by publishing the updated version on the Website.

15.2 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.
16. Language

14.1 For enquiries relating to Gift Cards, Store Credit, Vouchers, Loyalty Points, Promotional Balances or related redemption matters, official enquiries may be submitted through the contact form made available on the Website.
17. Contact

17.1 For defect-related claims, warranty-related claims, damaged deliveries, materially different Products or other qualifying product-condition issues, official enquiries may be submitted through the contact form made available on the Website.