Return & Refund Policy

1. Our Commitment to Quality

At Seoul Luma, we are committed to providing 100% authentic Korean beauty products from trusted suppliers. Every item is carefully inspected and securely packaged prior to shipment. If your product arrives damaged, defective, or incorrect, we will resolve the issue promptly.

2. General Eligibility for Returns (Global)

For most international orders, you may request a return or replacement if:

• The product arrived damaged due to shipping.
• The item is defective or expired upon arrival.
• You received an incorrect product that does not match your order.

To qualify:

• You must contact us within 14 days of receiving your order.
• The product must be unused, unopened, and in its original packaging with all safety seals intact.
• Photo or video proof of the issue is strictly required.

4. How to Request a Return

1. Email us at info@seoul-luma.com with your order number and supporting evidence (photo/video if damaged/incorrect).
2. Our support team will review your request within 1–2 business days.
3. If approved, we will provide you with the exact return shipping address (located in South Korea) and instructions.

Important: Do not send products back to our US corporate office or any other address without prior authorization. Unauthorized returns will not be accepted or refunded. Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).

5. Non-Returnable Items

Outside of the EU/UK Right of Withdrawal mentioned in Section 3, and for hygiene and safety reasons, we strictly cannot accept returns for:

• Products that have been opened, unsealed, or used.
• Returns based on a simple change of mind or personal preference (for non-EU/UK customers).
• Reactions due to allergies or skin sensitivities (please review the ingredient list carefully before purchase).
• Items purchased on sale or using a promotional discount code.

6. Undeliverable Packages & Customs Refusals

If a package is returned to us due to an incorrect shipping address provided by the customer, refusal to accept the delivery, or failure to cooperate with local customs authorities, only the product cost will be refunded. Original shipping fees and any return shipping costs/penalties will be deducted from your refund.

Please note: If the package is abandoned or destroyed by customs due to the customer's failure to comply or claim the package, no refund will be issued.

7. Refunds Processing

Once your authorized return is received and inspected at our South Korean facility:

1. We will notify you of the approval or denial of your refund.
2. If approved, refunds will be automatically issued to your original payment method. (As we exclusively use Shopify Payments, refunds are processed securely through this gateway.)
3. Please allow 5–10 business days for the refund to reflect on your bank or credit card statement, depending on your card issuer's processing time.
4. Original shipping fees are non-refundable (except under EU/UK withdrawal rights).