Refund Policy


1. Policy Statement & Applicable Scope

This Refund Policy formulates unified, standardized, and transparent refund service rules for all orders generated on our premium Hanbang Korean skincare e-commerce platform, clarifying the conditions, timelines, processes, and service standards for order refunds and returns. As a professional e-commerce platform focusing on authentic traditional Korean Hanbang natural skincare products, we always prioritize customer shopping rights and experience, and have established a perfect refund and return service system applicable to all global customers, all product categories, and all valid platform orders.
This policy applies to all skincare products sold on the platform, including conventional full-price products, discounted promotional items, new arrival skincare formulations, and limited-edition Hanbang skincare sets. All customers who complete order payment and purchase behaviors on the platform can enjoy the refund service rights stipulated in this policy. The platform implements consistent global refund standards, with no differentiated service rules for different regions, customer groups, or order types, ensuring equal protection of every customer’s legitimate shopping rights.
All refund services are based on the premise of complying with international e-commerce service norms and product sales specifications. We strictly distinguish between refund scenarios caused by platform quality problems, logistics problems, and customer personal reasons, and formulate targeted processing mechanisms for different scenarios to ensure fair, reasonable, and efficient handling of all refund applications while maintaining standardized platform operation.

2. Core Refund & Return Service Advantages

To guarantee the shopping experience and rights of global customers, the platform provides super-long after-sales service cycles and free return services for all orders. We implement a 60-day global unified return window for all skincare products. Within 60 days after customers receive the ordered goods, they can initiate return and refund applications for valid reasons in line with policy provisions, without worrying about the expiration of after-sales rights due to long-distance cross-border delivery cycles. This long return cycle is tailored to the characteristics of global cross-border e-commerce transactions, fully adapting to the 6–12 day global delivery cycle and ensuring sufficient after-sales processing time for customers.
All return applications that comply with policy provisions enjoy a full free return service. The platform fully bears the return logistics costs, and customers do not need to pay any fees including return shipping fees, handling fees, and service fees during the return and refund process. There are no hidden costs or threshold restrictions for free return services, covering all valid return scenarios stipulated in the policy, which greatly reduces the after-sales cost risk of customers purchasing Hanbang skincare products online.
In terms of refund efficiency, the platform implements a standardized refund processing cycle of 5 to 10 business days. After the platform receives and verifies the returned goods or confirms the valid refund application conditions, the refund will be initiated within the specified time limit and returned through the original payment channel. We optimize the internal refund approval process, simplify redundant review links, and ensure that customer funds are returned efficiently and safely on the premise of standardized review.

3. Valid Refund & Return Application Conditions

Customers can initiate return and refund applications within the 60-day after-sales cycle under the following valid conditions. First, product quality problems occur, including but not limited to non-conforming product quality, defective packaging, product leakage, abnormal ingredient odor, and efficacy abnormalities inconsistent with official product descriptions. As natural Hanbang skincare products are refined from classic natural ingredients, any product quality problems affecting normal use can be used as a valid reason for refund and return.
Second, logistics abnormal problems lead to abnormal product receipt, including goods damage, loss, missing accessories, wrong product delivery, and inconsistent received products with order specifications. For all order errors and product abnormalities caused by platform operation and logistics links, customers have the right to apply for free return and full refund services.
Third, customers can apply for returns for personal reasons such as unsuitable skincare texture, inconsistent expected use effect, and redundant purchased products, provided that the products are kept in intact unused state, with original complete packaging, no damage, no dirt, and no secondary use traces. The platform fully respects customers’ personal shopping experience and product use preferences, and supports compliant return applications for personal reasons within the valid cycle.

4. Ineligible Refund & Return Scenarios

To ensure standardized platform operation and fair use of after-sales services by all customers, some scenarios do not support refund and return services. First, products exceeding the 60-day unified return cycle will not accept return and refund applications. The 60-day cycle is calculated from the date of customer receipt of goods, and overdue applications will be deemed invalid automatically.
Second, products that have been opened and used in large quantities, have obvious use traces, damaged original packaging that cannot be restored, or have lost product accessories and certificates do not support return and refund, except for returns caused by product quality problems. As skincare products are personal intimate care products, used products cannot be resold, so non-quality-related used product returns are not supported to ensure product safety for all customers.
Third, malicious refund applications, repeated invalid return applications, and refund applications with false reasons or fake evidence will be rejected by the platform. The platform will identify abnormal after-sales behaviors through big data monitoring, and restrict the after-sales service qualifications of users with malicious refund behaviors to maintain the fair operation of the platform’s after-sales system.
Fourth, product efficacy differences caused by individual skin physical differences, seasonal environmental changes, and incorrect use methods do not belong to quality problems and cannot be used as valid refund reasons. The platform will provide professional product use guidance for customers with unsuitable use effects to help customers correctly use Hanbang natural skincare products.

5. Standard Refund Processing Process

The first step of refund processing is application initiation. Customers can log in to the platform’s personal order center, select the corresponding completed order, fill in the refund and return application form truthfully, select the refund reason, and upload corresponding evidence materials including product photos, packaging photos, and logistics proof according to the actual situation. After submitting the application, the system will automatically receive and enter the review queue.
The second step is official review. Our professional after-sales review team will complete the verification and review of the application within 1–2 business days. For simple refund applications with complete materials, the review will be completed efficiently; for complex applications requiring further verification, the team will communicate with customers actively to supplement information and confirm details. The review results will be synchronized to the customer’s order center and official message notification channel in real time.
The third step is goods return and receipt verification (for return and refund orders). After the application is approved, customers will receive official return address and operation guidelines. Customers only need to send back the compliant products in accordance with the guidelines, and the platform will bear all return logistics costs. After receiving the returned goods, our warehouse inspection team will check the product integrity, packaging completeness, and consistency with order information within 1 business day.
The fourth step is fund refund. After the review is passed or the goods are verified to be compliant, the platform will initiate the refund process within the 5–10 business day cycle. The refund funds will be fully returned through the customer’s original payment channel. Customers can check the refund progress and fund arrival status in the personal order center and payment account background.

6. Refund Time & Fund Arrival Rules

The platform’s unified refund processing cycle is 5 to 10 business days, which is the standard time limit for internal review, verification, and fund scheduling after the refund application is confirmed valid. For quality problem refunds, wrong delivery refunds, and platform responsibility refunds without the need to return goods, the refund will be completed within the 5–7 business day priority cycle. For return and refund orders that require goods return and receipt verification, the refund will be completed within 7–10 business days after the platform receives and verifies the goods.
The final arrival time of refund funds is affected by the processing efficiency of the customer’s original payment channel and regional financial settlement rules. Different payment methods and regional banking systems have different fund settlement cycles, resulting in a slight difference in the actual arrival time of individual refunds. The platform will complete the internal refund operation within the specified time limit, and is not responsible for fund arrival delays caused by third-party payment institutions and financial systems.
All refund amounts are calculated in unified USD currency, consistent with the platform’s unified transaction currency standard. The refund amount is subject to the actual payment amount of the customer’s order, including product payment fees and no deduction of any service fees. For orders with preferential discounts, the refund amount is calculated according to the actual paid amount after discount.

7. Supplementary Service Provisions

For partial refund needs of orders, customers can initiate partial refund applications for single products in combined orders. The platform supports split refund processing of combined orders, and processes refunds according to the unit price and actual payment proportion of individual products, without affecting the after-sales rights of other products in the order. For orders that have applied for partial refunds, the remaining valid products still enjoy complete 60-day return and refund service rights.
After the refund is completed, the system will automatically update the order status and generate an official refund record, which can be permanently queried in the customer’s personal order center. All refund records are true and valid, serving as the official voucher of platform after-sales service transactions. If customers have objections to the refund amount, progress, and result, they can initiate after-sales consultation and appeal through the official customer service channel, and the team will re-review and reply within 2 business days.
This Refund Policy is dynamically adjusted according to platform operational optimization and industry service standard upgrades. The updated policy content will be released on the official platform page in a timely manner, and the latest policy terms shall prevail for all subsequent orders. Continued shopping and use of platform services by customers is deemed as full recognition and acceptance of this policy.