Refund policy

Refund Terms & Conditions Our goal is to ensure you're happy with your purchase. Please review our refund policy below.

Refund Eligibility We offer refunds under the following circumstances:

Unopened Products: Products that are unopened, unused, and in their original condition may be returned for a refund. Skin Reactions: If you experience a skin reaction after using the product, we can assist with a refund. To help us process your request, we may ask for additional information, such as a description of the reaction and photos of the product.

Non-Refundable Items For hygiene and safety reasons, we are unable to offer refunds for opened or used cosmetic products unless they qualify under the skin reaction policy above. Since our products are intended for personal use, they cannot be resold once opened.

Shade Match Guarantee If your foundation shade isn't the right match, or you're experiencing another issue with your order, please contact our Customer Support team. We proudly offer a 100% Shade-Match-Guarantee, we'll be happy to review your case and offer a replacement, to help you achieve the best possible result.

Damaged, Defective, or Incorrect Items Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us immediately so we can evaluate the issue and make it right. To help us process your request quickly, we may ask you to provide clear photos of: The product received The packaging Any visible damage or defect

Frequently Asked Questions Can I request a refund? Yes. If you're not satisfied with your order, please contact our Customer Support team at support@hanaekorea.com and we'll be happy to review your request.

How do I request a refund? Please provide: Your order number The reason for your refund request Our team will review your request and respond with the available options.

Can I cancel my order after it has shipped? Unfortunately, no. Once an order has been shipped, it cannot be canceled or modified.

Do I need to return the product? This depends on your case. Our support team will let you know if a return is required after reviewing your request. Please do not send any items back unless instructed to do so.

What if I received a damaged, defective, or incorrect item? Please contact us as soon as possible and include clear photos of the product and packaging. We'll review the issue and provide an appropriate resolution, such as a replacement or refund.

What if I received the wrong shade? If you ordered the wrong shade, please contact us. We'll offer a one-time replacement or another suitable solution.

How long does it take to receive my refund? Once your refund has been approved and processed, it typically takes 5–10 business days for the funds to appear in your original payment method. Processing times may vary depending on your bank or payment provider.

Can I get a refund if my package is delayed? Shipping delays can occasionally occur due to carrier or customs processing. If your package is still in transit, we may ask you to wait a little longer before determining the appropriate resolution.

Who can I contact if I have questions? Our Customer Support team is always happy to help. Simply contact us at support@hanaekorea.com with your order number, and we'll assist you as quickly as possible.