RETURN & REFUND POLICY

Return Window

We have a 7-day return policy. You have 7 days after receiving your item to request a return or refund. Requests made more than 7 days after delivery are not eligible.

Eligibility

Change-of-mind returns: To be eligible, your item must be in the same condition that you received it — unopened, unused, and in its original packaging. You'll also need your order number or proof of purchase. Items that have been opened, used, or are not in their original condition and packaging are not eligible for change-of-mind returns.

Defective, damaged, or incorrect items: If the product itself is defective, damaged, or not what you ordered, you may request a refund even if you opened the package to inspect the item. Opening the package solely to check the product does not disqualify your request — we will review your claim based on the photos you provide.

How to Request a Return or Refund

To start a request, please contact us through our Contact Us page. Please include:

• Your order number
• The product name
• The reason for your request
• Clear photos of the item, its packaging, and the shipping label (required for defect, damage, or incorrect-item claims)

Once your request has been reviewed, our team will provide further instructions on how to proceed. Please do not return any item without prior authorization from our team — items returned without prior agreement are not eligible for a refund.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please do not use the product. Contact us within 7 days of receiving your order through our Contact Us page with the photos described above.

If the issue is confirmed to be our responsibility (product defect, damage, or shipping error), you will receive a full refund at no cost to you — no return shipping fees will be charged.

Cases Not Eligible for Refund

A refund cannot be provided in the following cases:

• More than 7 days have passed since you received the item
• Only the outer packaging is damaged (e.g., dented box, scratched wrapping) while the product itself is intact and usable
• The item was returned without prior authorization from our team
• The item was lost or severely damaged due to customer negligence (however, if you opened the package solely to inspect the product, we can still review your request based on photos)
• The package was lost after you requested contactless / unattended delivery

Return Shipping

Return shipping fees are the responsibility of the customer for change-of-mind returns or returns caused by customer-related reasons. For these returns, original shipping fees and any customs duties or taxes paid are non-refundable.

If the return is due to a damaged, defective, or incorrect item, return shipping (if a return is required) will be covered by us.

Please note that shipping fees may be deducted from the refund amount if the package is returned due to an incorrect address, absence of the recipient, refusal of delivery, or failure to pick up the package.

Refunds

Refunds are issued to your original payment method as a matter of principle. Once we receive your returned item (or, for defect/damage claims resolved by photo review, once your claim is approved), we will process the refund within 10 business days. Please note that it may take additional time for your bank or card issuer to post the refund. If more than 15 business days have passed since your refund was approved, please contact us at contact@saengong.com.

Exchanges

We do not offer direct exchanges. If you would like a replacement or a different item, please request a return or refund first and, once it is accepted, place a new order for the item you want.