Refund policy

The following returns and refunds terms apply to all purchases made through our online store at Seoul Routine FZE.

1. Damaged or Defective Items

Products that are received damaged or defective may be eligible for return if:

• the return request is submitted within 3 days of delivery; and
• the customer provides reasonable proof of the issue, which may include clear photos and an unboxing video showing the delivered package as received, the outer shipping packaging, any inner protective packaging, the damaged or defective item, and the shipping label or order details.

If the claim is verified, we may, at our discretion and subject to applicable law:

• replace the item;
• provide store credit; or
• issue a refund to the original payment method.

2. Change-of-Mind Returns

Returns based on change of mind are permitted within 1 day of delivery, if all of the following conditions are met:

• the product is unused;
• the product is unopened;
• the product remains in its original packaging; and
• the product is returned in a resaleable condition.

If these conditions are not satisfied, the return may be refused. Change-of-mind returns are made at the customer's cost. Original delivery fees are non-refundable.

3. Non-Returnable Items

The following items are not eligible for return or refund, except where the item is verified as damaged or defective on delivery:

• opened or used products;
• hygiene-sensitive items once unsealed.

Many skincare products are hygiene-sensitive or health-sensitive in nature, which is why opened or used products cannot be returned.

4. How to Request a Return

To request a return, please contact our customer support team within the applicable return window:

• Email: support@seoulroutine.com
• WhatsApp: +971551462122

Please include your order number, photos of the product and packaging, and a description of the issue.

5. Return Review Process

All return requests are subject to inspection and approval by Seoul Routine FZE. We reserve the right to request additional information or evidence before approving a return, including additional photos, packaging images, an unboxing video, or other information reasonably necessary to assess the claim.

We may review repeated damaged-item claims associated with the same customer, account, or delivery address for quality-control and fraud-prevention purposes, and we may deny claims that cannot be reasonably substantiated.

6. Return & Pickup Charges

If a delivery agent is required to revisit the customer for the return or pickup of goods:

• We pay the return shipping cost if the return is due to our error or a verified product issue (damaged, defective, or wrong item).
• The customer pays the return shipping cost in the case of a change-of-mind return or a return not caused by any product defect or our error.

Delivery fees are non-refundable except where the product is verified as damaged or the issue is due to our error.

7. Refund Processing

Approved refunds will generally be processed to the original payment method within a reasonable period after the return is approved and the returned item is received and inspected.

The following may be excluded from or deducted from the refund amount:

• original delivery fees;
• return shipping charges;
• pickup charges; and
• payment processing fees.

8. Cash on Delivery Returns

For Cash on Delivery orders, refunds will not be made in cash through the delivery agent. Any returned product must first be collected and returned to our warehouse for inspection. After verification, approved refunds may be processed by:

• bank transfer to an account provided by the customer; or
• store credit.

9. Order Cancellation

Before dispatch: A customer may cancel an order at any time before the order is handed over to the courier, without charge.

After dispatch: If a cancellation request is made after the order has been handed over to the courier, the customer shall bear the full delivery charges. The order will be treated as a return under this policy.

Prepaid orders returned to warehouse: If a prepaid order is cancelled after being returned to the warehouse, the customer will be refunded the product price only. The original delivery fee may be deducted from the refund.

Quick Summary

Contact Us

For return requests or questions about our return policy, please contact:

Seoul Routine FZE
Email: support@seoulroutine.com
WhatsApp: +971551462122
Support Hours: Every day, 9:00 AM - 9:00 PM UAE time