ERAD Return and Exchange Policy (Updated as of April 6, 2024)
Effective Date: Immediate
1. Pre-order Notices:
ERAD products contain various plant extracts, and due to climate and environmental changes, differences in color and sedimentation are considered normal.
Due to hygiene considerations and the personal nature of beauty and care products, once opened, they are considered purchased and cannot be returned. We apologize for any inconvenience. (Opening the plastic wrap on the product’s paper box constitutes opening the package.)
To protect both parties’ interests, please inspect the received items immediately for damages or liquid leaks. When opening the package, it’s essential to record the entire unboxing process via video or photos. Contact official Line customer service within 7 days from the date of receipt for assistance with further procedures. Requests made after this time will not be accepted.
Videos must clearly capture the “unopened condition,” “unboxing process,” “product itself,” and “item details.” In cases of incorrect, missing, or defective items, the unopened state of the outer package serves as the basis. Videos with obvious editing traces will not be accepted.
Before placing an order, please ensure that the logged-in account matches the one used for ordering, and be sure to provide a valid email address to receive electronic invoices.
7 Seven-Day Inspection Period for Returns:
In accordance with Article 19 of the Consumer Protection Act, customers have a 7-day inspection period (including national holidays) starting from the delivery date:
Please ensure that the product is new, unopened, unused, and in its original packaging (including unopened plastic wrap on the box). All accessories, gifts, and outer/inner packaging must be returned together. Requests for returns and refunds must be made within 7 days from the date of delivery. Requests made after this time will not be accepted.
The inspection period begins the day after delivery. For convenience store pickups, the day after pickup is considered the first day. Please take note of this.
The inspection period is not a trial period. Requests for returns or exchanges beyond this period will not be accepted. To avoid disputes, please ensure you thoroughly inspect the product upon receipt before initiating a return or exchange.
Please privately message official Line customer service with the “Name/Phone Number/Order Number” for handling return and refund matters online. Do not return the product without notifying customer service. Items returned without prior notice will not be eligible for return or exchange services.
Return standards for goods: For cases such as product spoilage, external damage to bottles or containers, or incorrect item delivery, apart from product defects, buyers are responsible for return shipping costs for returns/exchanges requested after the 7-day inspection period. Please record the unboxing process as evidence when opening the package.
Failure to Collect from Convenience Stores:
If you choose convenience store pickup and fail to collect the item within 7 days of delivery, it will be returned. We will contact the customer within 2-5 working days upon receiving the returned item. Customers can choose between a refund or reshipment.
Refund: The seller will deduct shipping fees and process the refund.
Reshipment: Customers are responsible for the reshipping fee.
Home Delivery Returns:
For deliveries to local addresses, if delivery fails due to reasons such as unavailability of the recipient or refusal of the package, we will contact the customer within 2-5 working days upon receiving the returned item. Customers can choose between a refund or reshipment.
Refund: The seller will deduct shipping fees and process the refund.
Reshipment: Customers are responsible for the reshipping fee.
Overseas Returns:
Due to the complexities and costs associated with international parcel shipping and refund logistics, we regret to inform you that we cannot provide return or exchange services for overseas parcels. Please consider and confirm your purchase carefully before placing an order. We appreciate your understanding.
Remittance and Refund Processing Time:
Return processing time: Approximately 7-14 working days from the receipt of the returned package at the warehouse, provided that the products are confirmed to be in good condition.
Refund method: Please provide bank account information. Customer service will process the balance transfer within 7 working days based on the information provided by the customer. (No processing fee will be deducted.)
Online Credit Card Payment Refund Method and Processing Time:
Return processing time: Approximately 7-14 working days from the receipt of the returned package at the warehouse, provided that the products are confirmed to be in good condition.
Refund method: Refund will be credited back to the original credit card account, which may take about 7-14 days. For detailed post-refund processing time, please contact the credit card issuer.
Line Pay Refund Method and Processing Time:
Return processing time: Approximately 7-14 working days from the receipt of the returned package at the warehouse, provided that the products are confirmed to be in good condition.
Refund method: Refund will be credited back to the Line Pay account used for the original order. Customer service will process the refund within 7 working days based on the amount paid by the customer for the order.
Cases Where Returns Cannot Be Processed:
Conditions where returns cannot be accepted due to allergic reactions:
It has been more than 7 days since receiving the product.
Conditions where returns cannot be accepted due to normal factors:
Requests for returns or exchanges have exceeded the 7-day inspection period (including holidays).
The product has been opened or used.
Damage caused by the consumer.
Missing accessories (trial products, additional gifts, cards, etc.).
When we have arranged for pickup, but the delivery personnel are unable to collect the item after one visit, your request will be canceled. We apologize for any inconvenience.
