AC'SCENT IDENTITY Cancellation/Refund/Exchange Policy
Effective Date: January 1, 2025
Article 1 (Order Cancellation)
Cancellation Conditions
| Order Status | Cancellable | How to Cancel |
|---|---|---|
| Awaiting Payment | Yes | My Page > Order History > Request Cancellation |
| Payment Complete (Before Production) | Yes | Request cancellation on My Page or contact Customer Service |
| In Production | No | Custom-made products cannot be cancelled after production begins |
| In Delivery | No | Proceed with exchange/refund after receipt |
※ For bank transfer (direct deposit), if the order is cancelled before payment, the order is cancelled without a separate refund process.
※ Bank transfer orders may be automatically cancelled if payment is not confirmed within 3 days of the order date.
Article 2 (Refund)
1. Refund Reasons
- When order cancellation is approved
- Product defects (damage, deterioration, wrong delivery, etc.)
- When the product significantly differs from its advertisement
2. Refund Method by Payment Type
| Payment Method | Refund Method | Processing Time |
|---|---|---|
| Bank Transfer (Direct Deposit) | Refund deposited to customer's account | 3-5 business days |
| Credit Card / Debit Card | Payment cancellation through card company | 3-7 business days |
| KakaoPay | KakaoPay payment cancellation | 3-5 business days |
| NaverPay | NaverPay payment cancellation | 3-5 business days |
3. Refund Amount
- Full product amount refunded (including shipping)
- If a coupon was used, the coupon will be reissued upon cancellation.
- For refunds due to product defects, the Company covers return shipping costs.
- For refunds due to change of mind, the user covers return shipping costs (3,000 KRW).
Article 3 (Exchange)
1. Exchange Conditions
- Exchange request within 7 days of receiving the product
- Product is damaged or defective
- Wrong product delivered (different from what was ordered)
2. Non-Exchangeable Conditions
- Product damaged due to the user's fault
- Product value decreased due to use or opening (perfume opened, diffuser used, etc.)
- Change of mind for custom-made products (due to custom production nature)
- Product can no longer be resold due to the passage of time
- More than 7 days have passed since receipt
3. Exchange Process
- Submit exchange request to Customer Service (phone or email)
- Confirm Company's exchange approval
- Return product to Company's designated address
- Exchange product shipped after receiving and verifying returned product
Article 4 (Shipping and Return Address)
Shipping Period: Shipped within 2-3 business days after payment confirmation
Shipping Fee: Base 3,000 KRW (Free shipping for orders over 50,000 KRW)
Return Address: 22, Wausanro 29ra-gil, Mapo-gu, Seoul, NEANDER Co.,LTD
Return Shipping Fee: Company covers for defects / User covers for change of mind (3,000 KRW)
※ Custom-made products (figure diffusers, etc.) may have delayed shipping depending on production time, with advance notice provided.
Article 5 (Customer Service)
For inquiries about cancellations, refunds, and exchanges, please contact Customer Service below.
Phone: 02-336-3368
Email: neander@neander.co.kr
Hours: Weekdays 10:00-18:00 (Lunch 12:00-13:00 / Closed weekends & holidays)
※ For email inquiries, please include your order number for faster processing.
Article 6 (Right of Withdrawal under E-Commerce Act)
Under the Act on Consumer Protection in Electronic Commerce, users may withdraw their subscription within 7 days from the date of receiving the product.
However, withdrawal may be restricted in the following cases.
- Product is lost or damaged due to the user's fault
- Product value has significantly decreased due to use or partial consumption
- Products individually produced per order (custom perfumes, figure diffusers, etc.) where allowing withdrawal would cause irrecoverable significant damage to the seller
- Packaging of reproducible products has been damaged
This Cancellation/Refund/Exchange Policy is effective from 2025년 1월 1일.
Any changes to this policy will be announced through in-service notifications.