Refund policy

RETURN & REFUND POLICY

Last Updated: August 2026

At Seoul, we want you to feel confident when shopping with us. Due to the personal and hygienic nature of skincare and cosmetic products, returns and refunds are subject to the conditions below.

1. Returns

We accept return requests within 14 days from the date you receive your order, provided that:

  • The product is unused, unopened, and in its original sealed packaging.
  • The product has not been tested, sampled, or partially used.
  • The original packaging, labels, seals, and accessories are intact.
  • Proof of purchase or order confirmation is provided.

For hygiene and safety reasons, opened or used skincare and cosmetic products cannot be returned, except where the product is defective, damaged, or incorrect.

2. Damaged, Defective or Incorrect Products

Please inspect your order when you receive it.

If your product arrives damaged, defective, leaking, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photographs or videos of the product and packaging

Once verified, we will arrange an appropriate replacement or refund at no additional cost to you.

3. Non-Returnable Items

We cannot accept returns for:

  • Opened or used skincare/cosmetic products
  • Products with broken or removed hygiene seals, except where defective
  • Items damaged due to misuse or improper storage after delivery
  • Promotional samples or complimentary gifts
  • Gift cards, where applicable
  • Items specifically marked as final sale, subject to applicable UAE consumer protection laws

This does not affect your rights regarding defective, damaged, incorrectly supplied, or otherwise non-conforming products under applicable UAE law.

4. How to Request a Return

To request a return, contact our customer care team through the contact details provided on our website.

Please include your name, order number, product name, reason for return, and supporting photographs where applicable.

Do not send a product back until your return request has been reviewed and return instructions have been provided.

5. Return Shipping

If the return is due to an error on our part, including an incorrect, damaged, or defective product, we will cover the applicable return or replacement delivery costs.

For eligible returns made for other reasons, return delivery charges may be the responsibility of the customer.

6. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.

Original delivery charges may not be refundable unless the return results from an incorrect, damaged, or defective order or where otherwise required by applicable law.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we will try to cancel it and issue a refund. Once an order has been dispatched, it will be handled according to our return procedure.

8. Exchanges

For hygiene reasons, we generally do not offer direct exchanges for skincare products.

If you receive an incorrect, damaged, or defective product, please contact us so we can arrange an appropriate solution.

9. Contact Us

For questions regarding returns or refunds, please contact us through the Contact Us page on our website.

Seoul Customer Care
United Arab Emirates
Email: hello@seoulprimeskin.com
Website: www.seoulprimeskin.com