Terms and Conditions
1. Incorrect Product Received or Missing Items
Inspection Responsibility:
When you receive your parcel, you must carefully check all contents, including any bubble wrap or additional packaging. Small items such as saline or disposable products may be placed within the packaging materials.
Acknowledgment:
By accepting the parcel, you confirm that it is your responsibility to review all items before discarding any packaging materials.
Verification Process:
We record the packing process on video. If you report a missing or incorrect item, we will review these recordings. If our review confirms an error on our side, we will provide either a replacement or a refund.
Evidence Requirement:
To evaluate your claim, you must submit an unboxing video clearly showing the issue.
2. Damaged Products
Notification Timeline:
Any report regarding damaged products must be submitted within 30 days of delivery to hi@koreabtx.com. Claims made after this timeframe will not be considered.
Required Evidence:
You must provide clear photographic or video evidence of the damage. This material will be reviewed by our team and, if necessary, by the manufacturer.
Resolution:
If the damage is verified as a manufacturing or shipping issue, we will either replace the product or refund its cost. Shipping costs for approved replacements will be covered by us.
3. Buyer’s Simple Remorse
Eligibility:
Returns based on buyer’s remorse are permitted only if the return request is submitted within 30 days of delivery.
Condition of Products:
Items returned must be unopened, unused, undamaged, and kept in their original packaging. Returns that do not meet these requirements will be declined.
4. Product Expiration
Expiration Policy:
Products that have more than three (3) months of shelf life remaining at the time of delivery are considered acceptable. Refunds or replacements will not be granted for products that expire after remaining in the customer’s possession for a prolonged period.
5. Delivery Issues
Recipient’s Absence:
Customers are responsible for being available to receive their delivery or arranging a new delivery time with the courier if necessary. If a package is returned because the recipient was unavailable, refunds or replacements will not be issued.
Customs Delays or Issues
Customer Responsibility:
Customers are fully responsible for handling customs-related matters, including providing necessary documentation and paying any duties or taxes.
Options for Packages Held at Customs:
- Reshipment: Customers may request one (1) complimentary reshipment.
- Store Credit: If customs problems cannot be resolved, a refund may be issued in the form of store credit.
Repeated Customs Issues:
If a shipment is repeatedly held at customs, we reserve the right to change the shipping carrier or limit refunds to store credit only.
6. Duplicate Payments or Orders
If duplicate payments or orders occur, one payment will be refunded as store credit, unless another arrangement is agreed upon.
For duplicate orders, one order will be shipped while the second order will remain on hold until confirmation from the customer.
7. Refunds for Defective Products
Partial Damage:
If only part of the order is damaged, the refund will apply solely to the affected items. Complete documentation (photos or videos) must be provided.
Refund Process:
Refunds will generally be processed using the original payment method, unless the customer requests a different option.
8. Refunds to Bank Accounts
Accuracy Requirement:
Customers must ensure that all bank account information submitted is accurate.
Responsibility:
We cannot be held responsible for refunds transferred to incorrect bank accounts due to inaccurate information provided by the customer.
Verification:
If inconsistencies arise during the refund process, we may request additional details for verification.
How to Submit a Claim?
How to Submit a Claim
To request a refund, return, or replacement, please send an email to hi@koreabtx.com including:
- Your order number
- A description of the issue
- Supporting evidence (photos, videos, or an unboxing video)
Our team will review your request and respond with a resolution within 5–7 business days.