Refund policy

AUNTIE KIM RETURN & REFUND POLICY

Last Updated: 2026-04-20


AuntieKim Holdings (operating as AuntieKim Global) ("Auntie Kim")

Business Model Disclosure

Auntie Kim operates a hybrid model, including:

  • Direct Retail Seller for in-stock items
  • Purchasing Agency for customer-requested sourcing from Korean sellers
    For purchasing agency items, we facilitate sourcing from third-party Korean sellers on behalf of customers, while managing international delivery and customer support.

By placing an order, you acknowledge and agree to the applicable order type.

Certain operational processes, including sourcing and returns handling, may be carried out by affiliated partners in South Korea.


ORDER TYPES

Direct Retail Item:
Item stocked and dispatched directly by Auntie Kim.

Purchasing Agency Item:
Item sourced from a third-party Korean seller upon customer request.
Order type is shown on the product page or invoice.


ORDER CANCELLATION

Orders may only be cancelled before purchase or fulfilment begins.

For Direct Retail Items:
Cancellation is possible only before the item is dispatched.

For Purchasing Agency Items:
Once the item has been ordered or secured from the Korean seller,
cancellation is not permitted.

 

DELIVERY TIME ACKNOWLEDGEMENT

All delivery timelines shown are estimates.
International shipping, customs clearance, and third-party seller
handling times may cause delays.
Delivery delays do not normally qualify as grounds for chargeback or forced refund.


LOST PACKAGES & SHIPPING INSURANCE

If a package is officially declared lost by the carrier (e.g. EMS),
the refund amount depends on your insurance coverage.

  • A full refund is only possible if you purchased shipping insurance
    prior to dispatch.
  • If no insurance was purchased, the refund will be strictly limited
    to the maximum compensation amount set by the carrier's (EMS)
    official regulations.

Please note that investigations for lost packages may take some time.


WRONG ADDRESS & UNCLAIMED PACKAGES

Customers are responsible for providing the correct delivery address.
If a package is returned to us due to an incorrect address,
or because it was unclaimed, you will be responsible for any reshipment costs.
If you choose to cancel the order instead, the original shipping fees
will not be refunded.


RETURNS & EXCHANGES – DIRECT RETAIL ITEMS

Return or exchange requests must be submitted within 30 days of delivery.

Conditions:

  • Item unused
  • Original packaging intact
  • Tags attached
  • No damage or alteration

Customers are fully responsible for all return shipping costs
and reshipment fees (for exchanges) unless the item is defective.
Original shipping costs are non-refundable.


RETURNS – PURCHASING AGENCY ITEMS

Purchasing Agency Items are considered custom procurement services.
Returns are only possible if:

  • The Korean seller approves the return
  • The item remains unused and unopened
  • Return request is made within 30 days
  • The item qualifies under the seller’s policy

If the Korean seller exceptionally approves the return,
the customer is fully responsible for all international return shipping costs
back to South Korea.
If the seller rejects the return, a refund is not possible.
Service fees, handling fees, and original shipping fees are non-refundable.


DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Claims must be submitted within 72 hours of delivery.

Required documentation:

  • Clear photos of the product
  • Photos of outer packaging
  • Tracking information
  • Unboxing video recommended

We are not responsible for:

  • Minor box damage
  • Manufacturer packaging imperfections
  • Colour variations due to monitor differences
  • Slight measurement discrepancies


NON-RETURNABLE ITEMS

  • Food and consumables
  • Cosmetics and personal care items
  • Opened hygiene products
  • Customised or made-to-order products
  • Pre-order or limited edition items
  • Sale items
  • Gift cards
  • Hazardous goods


CUSTOMS, TAXES AND IMPORT DUTIES

Customers are fully responsible for:

  • Customs duties
  • VAT or import taxes
  • Clearance procedures

Refused shipments due to unpaid customs charges are not eligible
for a refund of shipping or service fees.


EUROPEAN UNION ORDERS

Where legally required, EU customers may exercise statutory cancellation rights.
However, Purchasing Agency Items remain subject to original seller approval.
Shipping, service fees, and payment processing fees remain non-refundable.


REFUNDS

If approved:

  • Refund will be issued to the original payment method
  • Processing time up to 10 business days after confirmation
  • Bank processing times may vary

Non-refundable amounts include:

  • Service fees
  • Payment processing fees
  • Currency exchange differences
  • Original shipping fees


CHARGEBACK POLICY

Customers agree to contact us at support@auntiekimglobal.com
before initiating any payment dispute.
Filing a chargeback without attempting resolution may result
in account suspension.

We reserve the right to provide order records, shipment tracking,
delivery confirmation, and policy acceptance logs to dispute
unauthorised chargebacks.

By completing your purchase, you confirm that you have read
and agreed to this policy.