Refund and Return Policy

 

Refund and Return Policy

Effective Date: 10/10/2024
Updated Date: 5/01/2025

At Seoul Sessions, your satisfaction is our priority. We understand that sometimes things don’t go as planned, and we’re here to make sure your experience is smooth and fair. This policy outlines your rights and our procedures for refunds, returns, and exchanges in line with Australian Consumer Law.

Once our warehouse in USA is operational, all items ordered under the USA branch will receive a Refund and Return policy in line with United States Law. As of 5/01/2025, and until this page is updated with USA guidelines, all returns and refunds are under ACCC compliancy.


1. Your Rights Under Australian Consumer Law (ACCC Guidelines)

  • You are entitled to a refund, replacement, or repair if a product you purchase:

    • Has a major defect (e.g., it is unsafe or unusable as intended).
    • Is significantly different from its description.
    • Does not function as promised.

  • You are not entitled to a refund or exchange if:

    • You change your mind.
    • You order the wrong size or color (unless stated otherwise in our policy).
    • The item was purchased as a pre-order and is delivered as described without faults.


2. Returns Eligibility

To be eligible for a return:

  • The item must be in its original condition: unused, unwashed, and with all original tags and packaging.
  • Returns must be requested within 14 days of receiving the item.

3. Items That Cannot Be Returned

The following are non-returnable unless they arrive damaged or faulty:

  • Pre-order and custom-made items (unless defective).
  • Digital downloads or promotional items.
  • Accessories such as pins, keychains, or photocard holders (for hygiene reasons).

4. Steps to Request a Return or Refund

Step 1: Contact us via support@seoulsessionsco.com or our live chat. Please include:

  • Your order number.
  • A photo or video showing the fault (if applicable).
  • A short description of the issue.

Step 2: Our team will review your request and provide return instructions if eligible.

Step 3: Once we receive your returned item, we will notify you and begin processing your refund or exchange.

5. Refund Process

  • Original Payment Method: Refunds are issued to the same payment method used during purchase.
  • Processing Time: Refunds may take up to 5–10 business days to appear in your account, depending on your bank.

6. Exchange Process

  • We offer exchanges for items of equal or lesser value (subject to stock availability).
  • If the desired item is out of stock, you may choose to receive store credit or a refund.

7. Shipping Costs for Returns

  • If the return is due to a fault or incorrect item sent by us:
    • We cover return shipping costs.
  • If the return is due to a change of mind (if allowed by our policy):
    • You are responsible for shipping costs.
    • Initial shipping fees are non-refundable.

8. Damaged or Missing Orders

  • Lost Packages: If your package is lost during transit, please contact us immediately. We will work with the carrier to locate your package or send a replacement if eligible.
  • Damaged Items: Ensure you take photos or videos when opening your package. If the item is damaged, contact us within 48 hours of receiving your order.

9. Pre-Orders and Custom Items

  • Pre-orders are final sales once the cancellation period has passed.
  • Refunds for pre-orders are only offered if the item arrives faulty, damaged, or significantly delayed (beyond our communicated timeline).

10. Sale and Promotional Items

  • Items marked as “Sale” or “Final Sale” are not eligible for refunds or exchanges unless defective.

11. Group Order Returns

  • Group orders follow the same refund process. If an issue arises with a group order item, it must be raised by the person who placed the bulk order.

12. Important Notes

  • Video Unboxing Requirement:
    We may request a video of you unboxing your package to verify the issue (this is to prevent item swapping, which can happen in K-pop-related group orders).

  • Refund Refusals:
    Refunds or exchanges may be denied if:

    • The returned item shows signs of use or damage not caused by transit.
    • The request falls outside the eligibility period.

13. How to Contact Us

For questions or to initiate a return:
Email: support@seoulsessionsco.com
Live Chat: Available during business hours.

Disclaimer: This policy complies with the Australian Consumer Law and aims to ensure transparency and fairness.