Return, Refund & Warranty Policy

We want you to be satisfied with your purchase. Please review the following policy before requesting a return, refund, or warranty service.

1. Change-of-Mind Returns

You may request a return within 30 calendar days of receiving your order.

To be eligible for a change-of-mind return:

• The product must be unused and returned in its original condition.
• All original packaging, accessories, manuals, labels, tags, complimentary gifts, and bundled items must be included.
• A receipt, order confirmation, or other proof of purchase is required.
• You must contact us at info@incella.co.kr or through our website chatbot and receive return approval before sending the product.

Opening the packaging solely to inspect the product does not automatically make it ineligible for return. However, if the product has been used or handled beyond what is reasonably necessary to inspect its condition, features, and operation, we may deduct an amount corresponding to any resulting loss in value, where permitted by applicable law.

Products returned without prior approval may be refused and returned to the sender.

Return Shipping Costs

For approved change-of-mind returns:

• International return shipping costs are the customer’s responsibility.
• The original shipping charge is non-refundable unless otherwise required by applicable law.
• We strongly recommend using a trackable shipping service and retaining the shipping receipt.
• The customer is responsible for the returned product until it is delivered to us.
• If a return is sent on a postage-due, collect-on-delivery, or similar basis, the shipping cost and any related fees may be deducted from the refund.
• Do not send a product to our company address until you have received return approval and shipping instructions from us.

2. Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us at info@incella.co.kr as soon as possible.

Please provide:

• Your order number
• Product name
• Product serial number, if applicable
• A detailed description of the issue
• Clear photos or videos showing the issue
• Photos of the shipping box and packaging if the product arrived damaged

We may request additional information, troubleshooting steps, serial number verification, or the return of the product before approving the claim.

If the claim is approved, we will provide an appropriate remedy, which may include:

• A replacement shipment
• A full or partial refund
• Another remedy required under applicable consumer law

Due to international shipping and service limitations, we generally do not provide overseas repair services. Approved claims will normally be resolved through a replacement or refund.

If we require an approved defective, damaged, or incorrect product to be returned, we will provide return instructions and cover the reasonable return shipping cost. Customers must not return the product at their own expense without our prior instructions.

Intentional damage, misuse, unauthorized modification or repair, improper storage, accidental damage, normal wear and tear, or damage caused by failure to follow the product instructions is not considered a product defect.

3. Limited Commercial Warranty

We provide a one-year limited commercial warranty from the date the product is delivered.

This warranty applies to manufacturing defects and functional failures occurring under normal use during the warranty period.

The warranty does not cover:

• Intentional damage or customer negligence
• Accidental damage, impact, water damage, or improper storage
• Misuse or use contrary to the product instructions
• Unauthorized modification, disassembly, or repair
• Normal wear and tear
• Cosmetic damage that does not affect product operation
• Consumable products or parts that naturally wear out through normal use
• Damage caused by incompatible power sources, chargers, accessories, or external equipment

A replacement product will remain covered for the longer of:

• The remaining warranty period of the original product; or
• Any minimum period required by applicable law.

This limited commercial warranty is provided in addition to, and does not exclude or limit, any mandatory consumer rights available under the laws of the customer’s country or region.

4. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

• Products that have been used beyond what is reasonably necessary for inspection
• Products damaged through customer negligence, misuse, or intentional conduct
• Products returned without prior approval
• Products missing original components, accessories, gifts, or bundled items
• Opened or used cosmetics, serums, ampoules, creams, gels, or other consumable products
• Products with broken hygiene or safety seals where return restrictions are permitted by applicable law
• Personalized, customized, or made-to-order products
• Gift cards or other non-refundable items identified at the time of purchase

This section does not limit a customer’s rights concerning defective, damaged, or incorrectly supplied products.

5. Exchanges

Due to the time and cost involved in international shipping, we do not offer traditional exchanges for change-of-mind requests.

If you would like a different product, you may return the eligible product in accordance with this policy and place a new order.

Approved defective, damaged, or incorrect product claims will normally be resolved through a replacement shipment or refund.

6. Order Cancellation

If you wish to cancel or change an order before shipment, please contact us at info@incella.co.kr as soon as possible.

We will make reasonable efforts to accommodate your request. However, once the order has been processed or handed over to the carrier, it may no longer be possible to cancel or modify it. In that case, the change-of-mind return procedure will apply after delivery.

7. Incorrect Address, Delivery Refusal, and Unclaimed Shipments

Customers are responsible for providing a complete and accurate shipping address, contact information, and any information required for customs clearance.

If an order is returned because of:

• An incorrect or incomplete address
• Failure to respond to the carrier or customs authority
• Refusal to accept delivery
• Failure to pay applicable customs duties or import taxes
• Failure to collect the shipment within the carrier’s holding period

We may deduct the original shipping cost, return shipping cost, customs charges, carrier fees, and other reasonable costs incurred from the refund, where permitted by applicable law.

If the returned product is lost, destroyed, or abandoned by the carrier or customs authority due to the customer’s failure to complete delivery or customs procedures, a refund may not be available.

8. Lost or Damaged Shipments

If tracking shows that your shipment has been lost, or if it arrives visibly damaged, please contact us promptly at info@incella.co.kr.

For damaged deliveries, please keep the product, shipping box, packaging materials, shipping label, and all contents until the claim has been reviewed. We may require these materials for a carrier investigation.

Claims may be delayed or denied if the customer disposes of the packaging or fails to provide the information reasonably required by the carrier.

A shipment marked as delivered by the carrier will be reviewed based on the carrier’s records, delivery confirmation, and the circumstances of the claim.

9. Refunds

For change-of-mind returns, we will review the product after it has been received.

For defective, damaged, or incorrect product claims, a refund may be issued after:

• The returned product has been received and inspected; or
• The claim has otherwise been approved based on the evidence provided.

Once the refund is approved, we will initiate it to the original payment method. Where applicable, we will initiate the refund within 3 business days after receiving the returned product or approving the claim.

Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

Refunds are issued in the original transaction currency and for the approved transaction amount. We are not responsible for:

• Exchange-rate differences
• Foreign transaction fees
• Card issuer fees
• Bank charges
• Other fees imposed by third-party payment providers

If more than 15 business days have passed since we confirmed that your refund was processed and you have not received it, please contact us at info@incella.co.kr.

10. Customs Duties, Import Taxes, and Related Charges

Customs duties, import taxes, VAT, brokerage fees, clearance fees, and other charges paid directly to local customs authorities, carriers, or third parties are generally not refundable by us.

Customers may need to contact the relevant customs authority, carrier, or tax authority directly to request reimbursement after returning an order.

If we collected duties or taxes directly at checkout, any refund will be handled according to applicable law and the terms of the relevant tax or logistics service provider.

11. Applicable Consumer Rights

Nothing in this policy excludes, restricts, or limits any mandatory consumer rights that cannot lawfully be excluded under the applicable laws of the customer’s country or region.

If local consumer law provides rights or remedies that are more favorable than this policy, those mandatory rights will apply.

12. Contact and Company Information

Company Name: CHUNGWOO Co., Ltd.
Business Registration Number: 119-81-52010
CEO: LEE IL KWON

Address:
Room 614, Lions Valley 2,
2, Gasan Digital 1-ro, Geumcheon-gu,
Seoul 08591, Republic of Korea

Email: info@incella.co.kr
Tel: +82-2-2027-2200

Please contact us and obtain approval before returning any product. The address above must not be used as a return address unless specifically confirmed in our return instructions.