Returns and Refunds
Our return and refund policies depend on the service type and the reason for the return. Please read carefully: timeframes are strictly enforced.
01
Overview
KoreaHaul acts as an intermediary purchasing, warehouse storage, and logistics service, not as the seller or merchant of record. Because of this, returns and refunds are subject to both our policies and the policies of the original seller.
Return eligibility depends on the service used (Buy For Me or Receive For Me), the reason for the return, and whether the original seller agrees to accept it.
Our role
KoreaHaul acts solely as your purchasing and logistics agent. For every item purchased on your behalf, the purchase contract is formed between you and the original seller, not between you and KoreaHaul. Returns, refunds, cancellations, warranties, and after-sales support are therefore governed by the original seller's own policies, and KoreaHaul can act only within what that seller allows.
This does not apply to items where the product listing shows the store as KoreaHaul. KoreaHaul is the seller of those items, the purchase contract is between you and KoreaHaul, and the rules for them are set out under "Items sold by KoreaHaul" in Section 02.
02
Buy For Me: Returns
The Buy For Me service is deemed completed five (5) calendar days after the unboxing video is made available to you. All return requests must be made within this window.
Reporting window
- You have 5 calendar days from when the unboxing video is made available to you to report seller-related errors, item discrepancies, or product condition issues.
- After this period, no further claims will be accepted.
Return conditions
Seller error - no processing fee
Personal preference - ₩5,000
- Returns and refunds for Buy For Me orders depend entirely on seller approval. KoreaHaul cannot guarantee any seller will accept a return.
- You are responsible for all domestic return shipping costs and any fees charged by the seller.
Items sold by KoreaHaul
Where a product listing shows the store as KoreaHaul, KoreaHaul is the seller of that item and the rules below replace those above for that item. There is no third-party seller, so no return is subject to another seller's approval.
- No Buy For Me service fee and no domestic shipping charge apply to these items, so neither is deducted from any refund.
- You may withdraw from the purchase within 5 calendar days of the unboxing or product media being made available to you, or within any longer period required by Korean consumer protection law.
- KoreaHaul sells only genuine products, and is responsible for their authenticity, for the accuracy of the listing, and for the item matching what was described. KoreaHaul does not sell replicas, counterfeits or imitations.
- You pay return shipping upfront in all cases, whether domestic or international.
- Where the item is confirmed on inspection at our warehouse to be faulty, damaged, incomplete, or materially different from the listing, no return processing fee applies and KoreaHaul reimburses the return shipping you paid, in accordance with Section 09.
- Where you simply change your mind, a ₩5,000 return processing fee applies in addition to return shipping, and the return shipping is not reimbursed.
- Refunds are issued within 3 business days of the item being returned to and received at the KoreaHaul warehouse, or within 3 business days of the withdrawal being accepted where the item has not left the warehouse.
- Withdrawal is not available where the item has been damaged, used, or consumed by you, or where sealed goods have been opened.
- International shipping already paid on a shipped item is not refundable.
Section 04 does not apply to items sold by KoreaHaul, and the exclusions of authentication and condition guarantee below do not apply to them either.
No authentication or condition guarantee
KoreaHaul does not authenticate, verify, inspect, or guarantee the authenticity, provenance, condition, originality, completeness, or market value of any item purchased on your behalf.
Where a marketplace or seller performs its own authentication or verification, that is their service and not KoreaHaul's. KoreaHaul makes no representation as to the accuracy or outcome of that service, and any dispute over an authentication result must be raised with the party that performed it.
Any statement made by a seller, marketplace, authentication provider, or platform regarding authenticity is solely their statement and not a representation by KoreaHaul.
Non-refundable
- The Buy For Me service fee, regardless of the return outcome.
- Payment gateway and currency conversion fees.
- Domestic return shipping costs, where applicable.
- Original domestic shipping charges paid to the seller, unless refunded by the seller.
- Customs clearance and handling fees.
- Duties, tariffs, and taxes that have already been paid.
- Unboxing and packing service fees, once the service has been performed.
No obligation to pursue seller disputes
After the Buy For Me service has been completed, KoreaHaul is not required to pursue, reopen, continue, or escalate any seller dispute, refund request, return request, chargeback, claim, or negotiation relating to the order.
03
Receive For Me: Returns
For Receive For Me orders, KoreaHaul is not responsible for incorrect items, missing items, seller fraud, or any damage that occurred before arrival at our warehouse. If unboxing was not requested at check-in, we are not responsible for the contents of sealed packages.
Return conditions
- Return processing fee: ₩5,000 per return request.
- Domestic return shipping is charged separately and is your responsibility.
- You are responsible for contacting the original seller directly and for arranging the return pickup.
- KoreaHaul repacks the item and hands it to the carrier at our warehouse. We do not contact sellers or book pickups on your behalf.
- KoreaHaul is not responsible if the seller refuses a return or fails to arrange collection.
Items not yet submitted
- If you have not yet submitted purchase details for a Receive For Me item, you have 14 calendar days from when we notify you of its arrival.
- Failure to respond within this period may result in the item being returned or handled under Section 10 at your risk.
04
Peer-to-peer and secondhand marketplaces
Certain marketplaces operate as peer-to-peer or secondhand platforms where purchases are made directly from individual sellers, including Kream (크림), Karrot (당근마켓), Joonggonara (중고나라), Bunjang (번개장터) and Soldout (솔드아웃).
KoreaHaul is not the seller of these items. We purchase them on your behalf as your agent, and the sale is between you and the original seller.
This applies equally where the item was requested from a listing displayed on koreahaul.com. Those listings are a convenience feature that lets you submit a request without completing the custom form. They do not make KoreaHaul the seller, and they are not a check on the item, the seller, or the accuracy of the listing. You remain responsible for confirming the details on the original product page before requesting.
- Returns, exchanges and order cancellations are not available for purchases made through these platforms.
- All such purchases are final and irreversible once the order has been placed with the seller. Cancellation is possible only before KoreaHaul places the order, and remains subject to Section 05.
- Items are sold as-is by the original seller.
- KoreaHaul does not authenticate, verify, inspect, or guarantee the authenticity, provenance, condition, originality, completeness, or market value of any item purchased through these platforms. Where the platform performs its own authentication, that is the platform's service and not KoreaHaul's, and any dispute over the result must be raised with that platform.
- Any statement made by a seller, marketplace, authentication provider, or platform regarding authenticity is solely their statement and not a representation by KoreaHaul.
- The 5 calendar day reporting window in Section 02 does not apply to these orders.
- You are responsible for the full purchase amount once the order is placed.
Damage caused during international transit is handled separately under Section 06.
05
Cancellations before shipment
Seller cancellation
Occasionally a seller may cancel an order before domestic shipment, for reasons including stock shortages, pricing errors, marketplace restrictions, or other events beyond KoreaHaul's reasonable control. This is outside KoreaHaul's control and does not constitute a KoreaHaul service failure.
Applicable fees
Where a confirmed order is canceled by the seller, regardless of the reason:
- The Buy For Me service fee is non-refundable.
- Transaction fees and foreign exchange conversion fees are non-refundable.
- A ₩1,000 handling fee will be deducted from the refund.
KoreaHaul will process your refund of the item cost minus the applicable fees as stated above, in accordance with Section 07.
Quantity limits applied by KoreaHaul
KoreaHaul may place a limit on the quantity of any item purchased through a Buy For Me request, in order to comply with a seller's, brand's or marketplace's own purchase limits, to comply with the conditions of a promotion or limited release, to prevent bulk or resale purchasing by a single customer, and to preserve KoreaHaul's ongoing ability to purchase from Korean sellers on behalf of all customers.
Limits may be applied per item, per request, per customer or per period, may differ between stores and items, and may be applied either before or after a request is submitted. KoreaHaul may also decline a request where the quantity requested is inconsistent with personal use or with the seller's terms.
- Where a limit applies, KoreaHaul purchases up to the permitted quantity and handles the remaining units according to the Quantity rule selected on the request.
- Where Partial Quantity Allowed is selected, the amount paid for the unpurchased units is refunded in full as refund credit under Section 07.
- Where Exact Quantity or Cancel is selected, the item is canceled and refunded on the same basis.
- The Buy For Me service fee is non-refundable in either case.
- No handling fee is applied to a refund arising from a KoreaHaul quantity limit.
- Customers who require a bulk or high-volume quantity must contact KoreaHaul for confirmation before submitting the request, so that availability and terms can be confirmed with the seller.
- A bulk request submitted without prior confirmation may be limited, canceled or declined, and the Buy For Me service fee remains non-refundable.
- Where a bulk request is accepted, it is handled under separate terms agreed in advance for that request.
- Those terms may differ from this Policy on matters including the service fee, deposit or payment schedule, cancellation rights, and refund treatment.
- The terms confirmed in writing before the request is submitted apply to that request and prevail over this Policy for that request only.
06
International shipping claims
Damage or loss that occurs after your parcel leaves Korea is handled as a shipping claim, not a return.
- Claims must be submitted within 14 days of delivery or, where the shipment is not delivered, within 14 days of the last recorded carrier tracking event.
- An uninterrupted arrival unboxing video, recorded in one continuous take when the parcel is first opened at the destination, is required. Claims without a valid video may not be verified or approved.
- The claim must be filed by the recipient directly with the carrier at the destination or, where insurance was purchased, with the insurance provider.
- Where the carrier requires the claim to be submitted by the shipper, KoreaHaul may submit the claim on the customer's behalf using the evidence the customer provides. The carrier's evidence requirements and deadlines still apply.
- We assist by providing shipment records, packing documentation and any other information the carrier or insurance provider requires, but the outcome, processing time and compensation amount are determined solely by them.
- Compensation is limited to the amount actually recovered from the carrier or insurance provider.
Damage to an outer box, case or packaging is not compensable where the goods inside are unaffected.
Coverage limits
- FedEx: loss and damage, up to USD $100 per shipment as standard. Higher cover is available where additional insurance is purchased, on selected destinations only.
- Standard Shipping (Yun Express routes only): loss only, up to USD $50 per shipment as standard, or up to USD $200 where additional insurance is purchased, on selected destinations only.
- No insurance and no damage claims are available on EMS or SF Express.
Coverage limits are shown in US dollars (USD), as they are set in USD by the carriers.
07
Refunds
Refunds are processed once a return has been confirmed by the seller and any applicable deductions have been calculated.
Refund method
- Approved refunds are issued as Store Credit by default, in the form of refund credit.
- Refund credit is issued in the approved refund amount without any cash-out deductions, and is valid for five (5) years from the date of issue.
- Store Credit spent on the KoreaHaul platform is not subject to any fee.
- You may request a cash-out to your original payment method instead. A 10% cash-out fee, together with any applicable payment processor fees and currency conversion (FX) fees, will be deducted from the refund.
- Where a refund has already been issued as Store Credit, you may later request a cash-out of that balance, subject to the same fees.
- Promotional credit expires on the date set by KoreaHaul. The validity period is determined by KoreaHaul at its discretion and may differ between promotions. Promotional credit may not be cashed out under any circumstances, and is void on suspension, closure or termination of an account.
- Store Credit is defined in Section 10.2 of the Terms of Service.
Where the original payment method cannot be used
Refunds to Alipay, WeChat Pay, and credit or debit cards are made by reversing the original transaction, and this is not always possible.
- Where a refund cannot be sent to your original payment method, you must provide an alternative payment method that we are able to send to.
- You must complete any verification we require to confirm the method belongs to you.
- Applicable fees are deducted from the refunded amount.
- Where no method is provided, or verification is not completed, the amount is held as refund credit until a valid method is provided.
Refund conditions
- Refunds depend entirely on seller approval for Buy For Me orders.
- Service fees, gateway fees, and currency conversion fees are non-refundable.
- Refunds are issued only after a returned item is received and inspected, where a return applies.
- Where the seller issues only a partial refund for any reason, KoreaHaul will refund only the amount actually received from the seller, less any applicable fees under this Policy.
Processing times
- Where no return is required, such as an item selling out or a seller cancellation, refunds are processed within 1 to 2 business days.
- Where the seller must process a return on their side, this usually takes 5 to 10 business days from the date the seller receives the item.
- Where a cash-out to the original payment method is requested, timing after processing depends on your payment provider or bank and usually takes a further 2 to 7 business days. We may not be held responsible for their delays.
Chargebacks
- Unauthorized, fraudulent, or abusive chargebacks are prohibited.
- Before initiating any chargeback or payment dispute, you must contact KoreaHaul first and attempt resolution.
- If a chargeback or payment dispute is resolved in KoreaHaul's favor, you must reimburse KoreaHaul for the disputed amount and all associated payment processor, banking and collection costs.
- KoreaHaul may restrict or suspend your account, withhold release of your packages, and set off amounts owed in accordance with the Terms of Service.
KoreaHaul reserves the right to refuse any refund request that does not comply with this Policy or the Terms of Service.
08
Fee summary
All fees are in KRW.
Service
Situation
Fee
Buy For Me
Return due to seller error
Return shipping, subject to seller
Buy For Me
Return due to personal preference
₩5,000 + return shipping
Buy For Me
Seller cancellation before shipment
₩1,000 handling
Buy For Me
Quantity limit applied by KoreaHaul
No handling fee
Receive For Me
Return processing
₩5,000 + return shipping
Receive For Me
Unboxing at check-in (optional)
Free during launch promo (normally ₩2,000)
Peer-to-peer
Returns and cancellations
Not available
International
Transit damage or loss claim
Free
Refunds
Issued as Store Credit
No fee
Refunds
Cash-out to payment method
10% + processor and FX
All
Service, gateway and FX fees
Non-refundable
All
Customs fees, paid duties, tariffs and taxes
Non-refundable
All
Return shipping, domestic or international
Paid upfront by customer
09
How to request a return or claim
The process depends on which service you used and where the problem occurred.
Buy For Me returns
Check your window.
Requests must be made within 5 calendar days of the unboxing video being made available to you.
Submit your request.
Request the return from the Buy For Me menu in your dashboard, stating the reason and attaching your supporting documentation.
Await the seller response.
We contact the seller on your behalf. Approval depends entirely on the seller and may take several business days.
Return shipped and refund processed.
Once the seller accepts, we dispatch the return. Your refund is issued after confirmation, minus applicable fees, in accordance with Section 07.
Receive For Me returns
Contact the seller.
You must contact the original seller directly to request the return and to arrange the return pickup. KoreaHaul does not negotiate returns with sellers or book pickups for this service.
Submit the request and send us the pickup details.
Once the seller approves the return, submit a return request from the Receive For Me menu in your dashboard, providing the return approval, the carrier, and the scheduled pickup date so we can prepare the parcel in time. The return service fee must be paid before we proceed.
We repack and hand over.
KoreaHaul repacks the item and hands it to the carrier at our warehouse. That is the extent of our involvement in the return.
International shipping claims
Record before opening.
Film an uninterrupted arrival unboxing video in one continuous take, showing the sealed parcel and the full opening. Claims without a valid video may not be approved.
Check your window.
Claims must be submitted within 14 days of delivery or, where the parcel is not delivered, within 14 days of the last recorded carrier tracking event.
File with the carrier.
The claim must be filed by the recipient directly with the carrier at the destination or, where insurance was purchased, with the insurance provider. Where the carrier requires the shipper to submit it, we file on your behalf using the evidence you provide.
Notify us.
Email support@koreahaul.com with your tracking number so we can provide shipment records, packing documentation and any other information the carrier or insurance provider requires.
Await the decision.
The outcome, processing time and compensation amount are determined solely by the carrier or insurance provider.
Return shipping cost
Return shipping is paid by the customer upfront in all cases. This applies to every service, to both domestic and international return legs, and regardless of the reason for the return. KoreaHaul does not issue prepaid return labels.
Items purchased from third-party sellers. The original seller is responsible for the goods, so recovery of return shipping is subject to that seller's own policy. KoreaHaul passes on whatever the seller reimburses and is not liable for any shortfall.
Returns are not accepted once the 5 calendar day review window has closed, or once the item has been shipped internationally, whichever occurs first. An item that has left Korea cannot be returned to the original seller through KoreaHaul.
Where a fee is waived under this Policy, only the KoreaHaul processing fee is waived. Return shipping is handled as set out above.
Return shipping risk
Once a returned item has been handed to a carrier, KoreaHaul is not responsible for loss, delay, rejection, damage, or non-delivery occurring during the return process. Return shipments travel under the carrier's and the seller's standard terms and are not covered by KoreaHaul.
This applies to both Buy For Me and Receive For Me returns, and applies whether the carrier was arranged by KoreaHaul, by you, or by the seller.
10
Abandoned and unclaimed items
Items that have been returned to the warehouse, rejected by a seller, or are otherwise awaiting your instructions are subject to the abandonment and lien provisions of the Terms of Service.
Storage fees accrue from the date the item is received or returned to the warehouse. No free storage period applies to these items.
KoreaHaul will send notice to one of the contact methods registered on your account setting out the amounts owed and the options available. If the amounts owed are not paid, or no instructions are received, within 14 days of that notice, the items may be sold, donated, recycled, or otherwise disposed of at KoreaHaul's discretion.
Sale proceeds are applied to any outstanding charges on your account. Any shortfall remains your responsibility, and any surplus is returned to you as Store Credit or to the original payment method.
11
Limitation of liability
Liability cap
To the maximum extent permitted by law, KoreaHaul's total liability arising from or relating to any return, refund, claim, service, transaction, or order shall not exceed the greater of ₩100,000 or the service fees you paid to KoreaHaul for the specific service giving rise to the claim.
For loss or damage occurring during handling at the Korean warehouse, KoreaHaul's liability is limited per item to ₩50,000 or the Purchase Price of that item, as defined in the Terms of Service, whichever is lower.
Excluded damages
KoreaHaul shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of profits, loss of opportunity, loss of business, loss of data, loss of resale value, missed release or restock dates, or emotional distress, even if KoreaHaul has been advised of the possibility of such damages.
Your statutory rights
Nothing in this Policy excludes or limits any right you hold under mandatory consumer protection law in the Republic of Korea that cannot lawfully be excluded. If any provision of this Policy is found unenforceable, it applies to the maximum extent permitted and the remaining provisions stay in full effect.