Refund policy

Return & Exchange Policy

1. Eligibility for Returns and Exchanges

For purchases made through the Seoul Haus official online store, customers must return the product in its original condition as received, with the packaging and all included items complete.

The returned product must include, where applicable:

  • The product itself
  • Order or product details
  • Accessories
  • Free gifts
  • Warranty cards
  • Original packaging
  • All materials, documents, and items included with the original shipment

If you have any questions about a product before placing an order, please contact our customer service team for assistance.

Please note:

  • For returns or exchanges requested due to personal reasons, the customer is responsible for the return and/or shipping costs. Any applicable shipping costs will be deducted from the refund amount.
  • Shipping fees are non-refundable.
  • For approved returns or exchanges, Seoul Haus will arrange for a courier to collect the product from your residence or office. Returns sent back independently by the customer through any other method without prior approval will not be accepted or processed.

2. Return and Exchange Process

Please contact the Seoul Haus Customer Service Center within 7 days of receiving your order to request a return or exchange.

To allow us to review your request, please provide the following information:

  1. Order number
  2. Name of purchaser
  3. Product name and quantity for return or exchange
  4. Reason for the return or exchange
  5. Return or exchange collection address, contact telephone number, and contact person's name
  6. Whether the product has been opened
  7. Photos of the product, so that our customer service team can verify its condition and completeness
  8. Payment method used for the purchase

Please do not open or use the product if you intend to request a return or exchange.

3. Non-Returnable and Non-Exchangeable Items

We are unable to process returns or exchanges in the following circumstances:

  1. Products purchased during promotional or discount periods, except where the product has a quality issue
  2. Products returned more than 7 days after the date of receipt
  3. Products that have been opened, used, damaged, or otherwise affected in a way that prevents resale
  4. Incorrect items that have been opened without being reported to us immediately upon receipt
  5. Discounted products and products purchased using points
  6. Products returned without submitting a return or exchange request in advance
  7. Products specifically stated on the official website as non-returnable or non-exchangeable
  8. Orders where the customer fails to collect the package, resulting in additional service fees or disposal of the package; such orders are not eligible for a refund

4. Cancellation and Refund Terms

Order Cancellation

Order cancellations and refund requests for cancellation are only accepted within 24 hours after the order is placed.

Cancellation requests must be submitted by email to:

seoulhaus@ybscompany.com

Requests submitted after 24 hours, or through other channels such as Facebook Messenger or Instagram Direct Message, will not be accepted.

Shipping Fee and Refunds

If the remaining product value of the original order falls below the applicable free-shipping threshold after the return, the original shipping fee will be charged and deducted from the refund amount.

If an order is cancelled before a shipping tracking number has been generated, a full refund may be issued.

Once a shipping tracking number has been generated, the shipping fee is non-refundable.

All refunds will be processed after the returned product has been received and inspected by our warehouse.

In general, once the returned product has been received and the return has been approved, the refund will be issued to the customer's original payment account within 15 business days.

The refund amount will be based on the actual amount paid for the order.

5. Return and Exchange Shipping Costs

Returns or Exchanges Due to Personal Reasons

If you request a return or exchange due to personal reasons, all applicable return and shipping costs are the customer's responsibility.

Please contact customer service to arrange courier collection. The applicable shipping cost will be deducted from your refund amount.

Exchanges Due to Product Defects

If an exchange is required due to a product defect or other quality-related issue attributable to the product, the return and exchange shipping costs will be covered by Seoul Haus.

Damage During Delivery

For products damaged during transportation or other logistics-related issues, please contact the relevant shipping carrier directly to file a claim.

6. Damaged, Defective, or Incorrect Items

Please inspect your order carefully as soon as you receive it.

If you receive:

  • A defective product
  • A damaged product
  • An incorrect product

please contact Seoul Haus Customer Service immediately and provide relevant product photos for review.

If an incorrect product is opened before being reported to us, the return or exchange may not be accepted.

7. Free Gifts and Promotional Items

If your order includes any free gifts, promotional gifts, or complimentary items, all such items must be returned together with the returned product.

If any free gift is not returned, the retail value of the missing gift may be deducted from the refund amount.

Once a product has been returned or refunded, any related promotional code, store credit, or shopping points used or granted in connection with that order cannot be reused.

8. Additional Purchase Offers, Bundle Promotions, and Gifts with Purchase

For orders involving additional-purchase offers, bundle discounts, member promotions, spending-threshold gifts, or gifts with the purchase of designated products, the following terms apply:

Additional-Purchase Offers

If the main product is returned while the customer chooses to keep the additional-purchase item, the additional-purchase item will be recalculated at its original retail price.

The difference between the promotional price and the original price will be deducted from the refund amount.

Bundle Promotions and Discount Offers

If a return causes the remaining products in the order to no longer meet the requirements for a promotional offer or minimum spending threshold, the products retained by the customer will be recalculated at their original price.

Any resulting difference will be deducted from the refund amount.

Promotional and Limited-Quantity Products

Additional-purchase promotional products, discounted promotional products, and limited-time or limited-quantity products are not eligible for return or exchange, except where otherwise required due to product quality issues.

9. Important Notes

  1. Products that are unsuitable or no longer wanted should not be opened or used. Please contact us and follow the return procedure above as soon as possible.
  2. All refunds will only be processed after our warehouse has received and inspected the returned products and confirmed that they meet the return requirements.
  3. Refunds will generally be issued within 15 business days after the returned product has been received and the return request has been approved.
  4. Refunds are based on the actual amount paid by the customer.
  5. Shipping fees are non-refundable.
  6. If a tracking number has already been generated, the applicable shipping fee will not be refunded.
  7. Returns sent without prior approval will not be accepted.
  8. Customers are responsible for ensuring that returned products remain in their original condition and include all required items, packaging, accessories, and promotional gifts.

10. Contact Us

For any questions regarding returns, exchanges, cancellations, or refunds, please contact us by email at:

seoulhaus@ybscompany.com

※SEOUL HAUS OFFICIAL reserves the right to modify, update, or terminate any part of this Return & Exchange Policy at any time.

Any changes or amendments will be published on our website and will take effect upon publication without further individual notice.