Refund policy

Cancellation, Withdrawal and Refund Policy

Effective date: 2026-11-01

This policy forms part of the Palliwa Terms of Service. As a mail-order distributor providing a purchasing agency service, the Company guarantees the rights of users under the Act on the Consumer Protection in Electronic Commerce, Etc. (전자상거래 등에서의 소비자보호에 관한 법률) (the "E-Commerce Act"). Nothing in this policy limits any right that the law grants to users.

All refunds are made to the original payment method. After the Company processes a refund, it may take 3 to 10 business days for the refund to appear, depending on the payment service and card issuer.

1. Cancellation Before the Goods Are Purchased

• If the Company has not yet purchased the goods, we will refund you in full as soon as you send us your order number by email (support@palliwa.com).
• The Company purchases goods within 12 hours of payment, so please request any cancellation as soon as possible.

2. Cancellation After the Goods Are Purchased

• Once the Company has purchased and shipped the goods, delivery cannot be stopped. In this case, after you receive the goods, you may return them by following the withdrawal procedure in Section 3.
• If the Company was able to stop the delivery, we will refund you in full as described in Section 1.

3. Withdrawal (Change-of-Mind Returns)

Under Article 17 of the E-Commerce Act, you may withdraw your order within 7 days from the date you receive the goods.

• Email us (support@palliwa.com) your order number and the goods you wish to return. The Company will provide the domestic address to which the goods should be returned.
• Please return the goods unopened and in the packaging in which you received them.
• You bear the cost of returning goods due to a change of mind (domestic courier fees).
• The Company will refund the full amount paid for the returned goods within 3 business days from the date it receives them.
• Under Article 17(2) of the E-Commerce Act, withdrawal is restricted in the following cases: where the value of the goods has clearly decreased because you damaged the packaging or used the goods; opened food, cosmetics, or hygiene products; and where the value of the goods has decreased over time to the extent that they are difficult to resell.
• Even if you have already left Korea and cannot return the goods within Korea, you may still request withdrawal within the period set by law; however, the refund will be made only once the goods have been returned to the Company.

4. Defective, Incorrectly Delivered, or Damaged Goods

• If the goods you received differ from your order, or are damaged or defective, please email us your order number and photos. Under the E-Commerce Act, you may make this request within 3 months from the date you received the goods, or within 30 days from the date you became aware (or could have become aware) of the issue. We recommend that you let us know as soon as possible so that the matter can be resolved during your stay.
• After verification, the Company will refund the full amount paid for the goods concerned or, if you wish and it is possible within your stay, send the goods again.
• In this case, the Company bears the cost of the return. If the issue can be confirmed through photos or similar evidence, the Company may issue a refund without requiring the goods to be returned.

5. Refunds for Reasons Attributable to the Company

In the following cases, the Company will issue a refund even without a request from you and will notify you by email.

• Where delivery to your accommodation address is confirmed to be impossible: full refund
• Where the goods are out of stock and there is no substitute, or you do not agree to a substitute: refund of the amount for the goods concerned
• Where the Company fails to deliver by your check-out date for reasons attributable to the Company: full refund

6. Where Delivery Cannot Be Completed for Reasons Attributable to the User

• If delivery cannot be completed due to an error in the address, room number, or reservation name you entered, the accommodation's refusal to accept parcels, your absence, or similar reasons, the Company will attempt redelivery after consulting with you. In this case, you may be required to bear any additional delivery costs.
• If redelivery is not possible and the goods are returned to the Company, the matter will be handled in accordance with Section 3.
• The same applies if you leave your accommodation before delivery because your stay has changed.

7. Refund Amount and Method

• Refunds are based on the amount paid in Korean won (KRW). The Company cannot refund exchange rate differences or fees applied by your card issuer or payment service.
• For partial refunds, goods to which a kit discount was applied will be refunded based on the discounted unit price.
• We will notify you by email once your refund has been processed.

8. Contact

Please send any inquiries regarding cancellations, returns, or refunds by email (support@palliwa.com). We will respond within 24 hours on a business-day basis.