Returns & Refunds

Effective date: August 17, 2026

This policy applies to purchases from DermaLab Seoul. Nothing in this policy excludes or limits any right or remedy that cannot be waived under applicable law.

1. Change-of-mind returns

You may request a change-of-mind return within 7 calendar days after delivery. To qualify, the item must be unused, untested, and in its original condition, with all product packaging, accessories, and promotional items included. Any manufacturer-applied primary or tamper-evident seal must remain intact. Opening only the outer courier or shipping box to inspect the order does not, by itself, make an item non-returnable.

We do not offer direct change-of-mind exchanges. An eligible item may be returned and a new order placed separately.

2. Opened or used cosmetics

For hygiene, safety, and product-integrity reasons, opened, tested, pumped, sprayed, applied, partly consumed, tampered-with, or primary-seal-broken cosmetics are not eligible for a change-of-mind return where opening or use creates a contamination risk or materially reduces resale value. This includes opened single-use products such as sheet masks, sachets, patches, and ampoules.

This restriction does not apply to an item that is damaged, defective, expired, incorrect, unsafe, materially different from its description, or subject to a remedy required by applicable law.

3. Requesting a return

Email gusdker@gmail.com within the applicable period and include your order number, the item, the reason for the request, and photographs where condition is disputed. We will provide a return authorization number and the authorized return address in South Korea.

Do not send an item to the manufacturer, fulfillment partner, or the sender address shown on the original parcel unless we instruct you to do so. Unauthorized or collect-on-delivery returns may be delayed, refused, or returned to sender. Return authorization helps us identify and route the parcel; it does not invalidate a timely notice or any right that cannot legally be waived.

After receiving return instructions, please hand the parcel to a trackable carrier within 14 calendar days. Keep the receipt and tracking record until the refund is complete.

4. Return shipping and original shipping charges

For an approved change-of-mind return, the customer is responsible for arranging and paying the direct cost of tracked international return shipping to the authorized address in South Korea. We do not provide a prepaid label unless agreed otherwise. Original outbound shipping charges, duties, and taxes are non-refundable except where applicable law requires otherwise.

No restocking, administration, inspection, cancellation, handling, or warehouse fee is charged for exercising a statutory return right. Please package the item securely. Any reduction relating to damage caused by inadequate return packaging will be limited to what applicable law permits.

5. Damaged, defective, incorrect, incomplete, or misdescribed orders

The change-of-mind conditions above do not shorten or replace rights relating to an order that is damaged, defective, expired, incorrect, incomplete, unsafe, or materially different from its description. Please report visible transit damage, a wrong item, or missing contents promptly, preferably within 7 days after delivery, so we can preserve evidence and investigate. A latent defect should be reported promptly after discovery.

We may reasonably request photographs of the product, outer parcel, shipping label, batch or lot code, and a description of the problem. Please retain the item and packaging until the review is complete; a mandatory unboxing video is not required.

For a valid order problem, we will provide an appropriate remedy, which may include replacement, reshipment, refund to the original payment method, or another remedy required by law. We bear reasonable return costs for seller-caused, damaged, defective, incorrect, incomplete, or materially misdescribed orders.

6. Address errors, refused delivery, and unclaimed parcels

Customers are responsible for providing a complete and accurate delivery address, postal code, recipient name, and contact number. Address changes are not guaranteed after fulfillment begins.

If a parcel is returned because of an incorrect or incomplete customer-provided address, an unjustified refusal of delivery, failure to collect the parcel, or failure to respond to reasonable carrier delivery attempts, the customer may choose reshipment after paying the actual new shipping cost or an eligible merchandise refund after the parcel is recovered and inspected. Where permitted by law, only actual, documented, non-recoverable outbound, return-to-sender, insurance, customs, or carrier charges caused by the customer may be deducted. No such deduction applies where the failure was caused by our error or where prohibited by law.

7. Sets, bundles, and promotional gifts

A set or bundle sold as one unit must be returned complete for a change-of-mind refund. Any promotional gift included with the purchase must also be returned unused and in its original condition. A refund will not exceed the net amount actually paid and allocated to the returned item after discounts. Any adjustment for an unreturned promotional item will be limited to a value clearly disclosed with the promotion and permitted by law.

8. Individual sensitivity and cosmetic results

Scent, texture, shade, feel, personal preference, individual skin compatibility, and results that vary from person to person do not by themselves establish that a product is defective. Stop using a product that causes an unexpected reaction and seek medical advice when appropriate. Report product-safety concerns to gusdker@gmail.com. This section does not limit rights relating to contamination, adulteration, mislabeling, recall, material nonconformity, unsafe products, or personal injury.

9. Refund method and timing

Once returned goods are received, we will inspect them promptly and initiate any refund due within 3 business days, or earlier where required by law. Refunds are issued to the original payment method unless the customer expressly agrees otherwise. Financial institutions may require additional time to post the credit. Any lawful deduction will be itemized in the refund notice.

We do not issue duplicate refunds while a payment dispute for the same transaction is pending or after a duplicate credit has been received. Nothing in this policy restricts lawful card-dispute or billing-error rights.

10. Unshipped or delayed orders

If we cannot ship within the time stated at checkout or otherwise required by law, we will notify the customer and, where required, offer the choice of agreeing to the delay or cancelling the unshipped order for a full refund. Store credit will not replace a monetary refund where the law requires money to be returned.

Contact

For return authorization or an order problem, email gusdker@gmail.com. Do not return any item until you receive the correct return instructions and authorized address.