Refund & Return Policy

Last Updated: July 26, 2026

At OstoSaj, customer satisfaction is our priority. We are committed to delivering 100% authentic Korean skincare products in the best possible condition. If you receive a damaged, defective, incorrect, or incomplete item, we are here to help.

Please read our Refund & Return Policy carefully before placing an order.

1. Return Eligibility

You may request a return or replacement if:

  • You received the wrong product.

  • The product arrived damaged during delivery.

  • The product has a manufacturing defect.

  • You received an incomplete order.

  • The product is expired upon delivery.

To qualify for a return:

  • You must contact us within 48 hours of receiving your order.

  • The product must remain unused whenever possible.

  • The original packaging, seal, labels, invoice, and any free gifts must be kept intact.

  • You must provide clear photo or video evidence of the issue.

2. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns or exchanges if:

  • The product has been opened or used.

  • The safety seal has been broken (unless the product was defective upon arrival).

  • The product was purchased during clearance or promotional sales marked as “Final Sale.”

  • You changed your mind after purchase.

  • You do not like the product’s fragrance, texture, color, or results.

  • The product does not suit your skin or causes an allergic reaction. We recommend performing a patch test before regular use.

3. Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

  1. Take clear photos or an unboxing video immediately after opening the package.

  2. Contact our Customer Support within 48 hours.

  3. Share your order number along with the photos or video.

After verification, we will arrange either:

  • A replacement product, or

  • A full refund, depending on product availability and the nature of the issue.

4. Exchange Policy

We offer exchanges only for:

  • Wrong item delivered

  • Damaged products

  • Manufacturing defects

  • Incorrect variant or size shipped by OstoSaj

Exchanges are subject to product availability.

If the requested product is unavailable, you may choose a refund or store credit.

5. Refund Policy

Once we receive and inspect the returned item, we will notify you of the outcome.

If your refund is approved:

  • Online payments will be refunded to the original payment method.

  • Cash on Delivery (COD) orders will be refunded via Mobile Banking or Bank Transfer.

  • Refunds are generally processed within 5–10 business days after approval.

6. Return Shipping

If the return is due to an error by OstoSaj, such as:

  • Wrong product

  • Damaged product

  • Defective item

  • Incomplete order

We will bear the return shipping cost.

If the return is requested for any other approved reason, the customer may be responsible for the shipping charges.

7. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process outlined in this policy.

8. Inspection Process

Every returned product is carefully inspected by our quality assurance team.

If the returned item does not meet the conditions stated in this policy, the return or refund request may be declined, and the product will be sent back to the customer.

9. Important Notes

  • Please inspect your package in the presence of the delivery personnel whenever possible.

  • Keep the original invoice until you are fully satisfied with your purchase.

  • An unboxing video may help speed up the verification process for damaged or missing items.

  • OstoSaj reserves the right to reject fraudulent or abusive refund requests.

10. Need Help?

If you have any questions regarding returns, refunds, or exchanges, please contact our customer support team.

OstoSaj

Email: ostosajshop@gmail.com

Website: https://ostosaj.com

We aim to respond to all refund and return requests within 24–48 business hours.