Refund policy

We want you to be happy with your Seoulsori order. This policy explains how returns, exchanges, and refunds are handled.

Change-of-mind returns

You may request a change-of-mind return within 5 calendar days of receiving your order.

If the consumer law applicable in your country provides a longer cancellation or return period, that legally required period will apply.

To qualify for a change-of-mind return, the item must be:

  • Unused and unworn

  • Unopened and factory-sealed

  • In its original condition and packaging

  • Complete with all inclusions, accessories, tags, photocards, and promotional gifts

  • Accompanied by the order confirmation or other proof of purchase

Items that do not meet these conditions may not be accepted unless otherwise required by applicable consumer law.

Damaged, defective, incorrect, or incomplete orders

Please inspect your order as soon as it arrives.

If an item is damaged, defective, incorrect, or missing any included components, please contact us within 48 hours of delivery.

To help us verify and resolve the issue, please provide:

  • Your order number

  • A clear, continuous, and unedited unboxing video

  • Clear photos of the shipping label and outer shipping carton

  • Clear photos or video showing the affected product

  • A description of the issue

The unboxing video should begin before the outer shipping carton is opened and continue until all items and contents have been removed and checked.

Claims submitted after 48 hours may be more difficult to verify, particularly for shipping damage or missing contents. If sufficient evidence is not provided and the issue cannot reasonably be verified, we may be unable to approve the claim.

The 48-hour reporting request does not limit or remove any rights or remedies available under applicable consumer law.

Minor manufacturing and packaging imperfections

K-pop albums, light sticks, and merchandise may have minor marks, dents, scratches, discoloration, print variations, or packaging imperfections caused during manufacturing, packing, or international transportation.

Minor cosmetic imperfections that do not affect the product’s operation, intended use, or included contents are not normally considered defects.

Random versions, member selections, photocards, first-press benefits, and other random inclusions are not considered incorrect or defective when the random selection or limited availability was disclosed on the product page.

Items not eligible for change-of-mind returns

Unless otherwise required by applicable consumer law, we do not accept change-of-mind returns for:

  • Opened albums or products with broken factory seals

  • Used or activated light sticks

  • Used batteries, consumables, or accessories

  • Products missing original packaging, inclusions, tags, photocards, or promotional gifts

  • Gift cards or digital products

  • Personalized or customized products

  • Items marked as final sale or non-returnable before purchase

  • Products damaged through misuse, improper handling, improper storage, modification, or normal wear

An item being marked as final sale or non-returnable does not affect the customer’s legal rights if the item is defective, damaged, incorrect, or otherwise protected by applicable consumer law.

Pre-orders and cancellations

A pre-order may be cancelled before the order enters processing or is prepared for shipment.

Once an order has entered processing, been prepared for dispatch, or shipped, it may no longer be possible to cancel it. Any mandatory cancellation rights provided by applicable consumer law will continue to apply.

Product release dates, packaging, inclusions, colours, and specifications may be changed by the manufacturer or supplier without prior notice. We will share material updates when reasonably possible.

Minor manufacturer changes do not automatically qualify an order for cancellation unless the product is materially different from its description or cancellation is otherwise required by law.

How to submit a request

To request a return, exchange, replacement, or refund, please contact us through our Contact Us page.

Please include:

  • Your full name

  • Your order number

  • The item concerned

  • The reason for your request

  • Any required photos or videos

Please wait for our approval and return instructions before sending anything back.

Returns sent without prior authorization may be refused or returned to the sender. Do not send a return to the address printed on the original parcel unless we specifically instruct you to do so. The authorized return destination may be different from the original shipping address.

Return shipping costs

Defective, damaged, incorrect, or incomplete orders

If we confirm that an item is defective, damaged, incorrect, or incomplete, Seoulsori will provide an appropriate solution based on the circumstances and applicable consumer law.

This may include:

  • A replacement

  • An exchange

  • A repair where appropriate

  • Store credit

  • A full or partial refund

Where Seoulsori is responsible for the return shipping cost, we will provide return instructions and, where available, a prepaid return label or reimbursement for an approved shipping method.

Return shipping arranged independently without our prior approval may not be reimbursed.

Change-of-mind returns

For approved change-of-mind returns, the customer is normally responsible for:

  • Return shipping costs

  • Carrier and handling charges

  • Any customs duties, import taxes, brokerage charges, or clearance fees related to the return

We strongly recommend using a tracked shipping service. The returned parcel remains the customer’s responsibility until it is received at the authorized return location.

International return shipping can be expensive, particularly for lower-priced items. Please contact us before sending anything so we can confirm the return destination and available options.

Original shipping charges

Original shipping charges are normally non-refundable for change-of-mind returns.

Where applicable consumer law requires the original standard delivery charge to be refunded, we will issue the required refund. Additional charges for premium or expedited delivery may not be refundable beyond the cost of the standard delivery option.

Original shipping charges will also be refunded where required because of an error by Seoulsori.

Exchanges

Exchanges are subject to product availability.

For change-of-mind requests, the fastest option is normally to return the eligible item and place a separate order for the replacement.

For a confirmed defective, damaged, incorrect, or incomplete item, we may offer a replacement, exchange, repair, store credit, or refund depending on the circumstances, product availability, and applicable consumer law.

Any price difference between exchanged products may need to be paid or refunded.

Refunds

We will inspect an approved return after it arrives and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method unless another remedy has been agreed or permitted by applicable law.

We aim to initiate approved refunds within 7 business days after receiving and inspecting the returned item. Where applicable law requires an earlier or different refund deadline, that deadline will apply.

Your bank, card issuer, or payment provider may require additional time to process and display the refund.

Customs duties and import taxes

Unless expressly stated otherwise at checkout, customs duties, import taxes, brokerage fees, and other destination-country charges are not included in the purchase price and are the recipient’s responsibility.

Charges paid directly to a customs authority, carrier, government agency, or other third party cannot normally be refunded by Seoulsori. Where permitted, the customer may apply directly to the relevant organization for reimbursement after returning an order.

Refusing a parcel because of customs duties or import taxes does not automatically qualify the order for a full refund.

Incorrect addresses, refused deliveries, and unclaimed parcels

Customers are responsible for providing a complete and accurate delivery address and for monitoring and collecting their parcels when required.

If an order is returned because of:

  • An incorrect or incomplete address

  • Failure to collect the parcel

  • Refusal of delivery

  • Unpaid customs duties, taxes, or carrier charges

  • Failed delivery attempts caused by the recipient

we may offer to reship the order after the customer pays the additional shipping and related charges.

If the customer requests a refund instead, non-refundable outbound shipping, return shipping, customs, carrier, and handling charges may be deducted where permitted by applicable law.

Consumer rights

This policy does not exclude, restrict, or replace any mandatory consumer protection rights or remedies that apply in the customer’s country.

If applicable consumer law provides a longer cancellation period, a longer period for reporting a defective product, or a different remedy, those mandatory rights will take priority over the corresponding provision in this policy.

For questions about a return, exchange, refund, product, or delivery, please contact us through our Contact Us page.