We are very sorry for the inconvenience.
If there is any issue with the items you received, we will handle it in accordance with the policy below.
If our purchase/ordering details were incorrect
We will compensate the item cost. (Possible methods include sending a replacement or refunding the item price.)
If the seller (or marketplace seller) made a mistake or the item has defects attributable to the seller
We will respond according to the following policy.
The quantity delivered is short (or an item is missing)
We will compensate for the shortage. (Possible methods include sending a replacement or refunding the item price.)
However, the following cases are excluded from compensation.
- If the shortage concerns a product with a very large ordered quantity (more than 20 units per item).
- If accessories/extras/freebies/novelties or other attachments accompanying the main item are missing.
The delivered item’s specifications (size, color, type, net content, etc.) are different
We will provide compensation. (Possible methods include sending a replacement or refunding the item price.)
However, the following cases are excluded from compensation.
- When the item is used (including “like new”). *Including cases where it may possibly be used.
- When the item is limited edition or one-of-a-kind.
- When the difference is within normally acceptable tolerances (net content, length, weight, hue, texture, taste, etc.).
Other defects with the delivered item (cases not covered above)
As a general rule, we are unable to provide compensation.
In particular, the following cases apply:
- Scratches, stains, damage, or other malfunctions on the item.
- Damage to the outer packaging or exterior rather than the main item.
- Operational faults in machinery such as home appliances, etc.
- When expected effects are not recognized for chemicals, pharmaceuticals, etc.
- Tags, certificates of authenticity, or product information normally attached/affixed are missing (or incomplete).
- For CD/DVD/Blu-ray/books, when the recorded/printed information cannot be read, is missing, or otherwise incomplete.
*This FAQ is displayed using automatic translation.