Cancellation Policy

1. For Standard Products

• Orders can be canceled at no additional cost if the order status is “Awaiting payment,” “Payment completed,” or “Product Preparation.” For orders in the “Preparing for shipment” stage, please contact our customer service team via the Q&A section for further assistance.
• If the destination country does not accept EMS postal delivery, cancellations will also be permitted.
• For cancellations after shipment, with prior approval from customer service, a cancellation fee of 20% of the total order value will apply.

Exchange Policy

To provide a seamless and efficient experience, we do not facilitate direct exchanges.

Instead, we encourage customers to return the product and place a new order. For further details, please refer to our return policy outlined below.

Return Policy

1. Return Eligibility Period

• Returns must be initiated within 7 days of the delivery date.

2. Return Costs

• Return shipping costs will be handled as follows:
  • Customer Responsibility:
    • If the return is due to reasons such as recipient unavailability, incorrect or incomplete address, refusal to accept delivery, or a change of mind, the customer is responsible for the return shipping fees and any applicable customs charges.
    • For items valued over $75, we recommend using shipping insurance, as the company cannot be held liable for lost items during transit.
  • Seller Responsibility:
    • If the return is due to issues caused by our error, such as wrong items shipped, product defects, missing components, or incorrect delivery, the return shipping cost will be fully covered by us.
    • If EMS COD (cash on delivery) is unavailable, please upload a photo of the shipping receipt on your submitted return request via Q&A section. Refunds will include the shipping cost upon receipt of the returned product.

3. Examples of Customer Responsibility

If a product is returned to us due to customer-related issues, the following are considered the customer's responsibility:

• Incorrect or incomplete address: The shipping address provided was incorrect or incomplete (e.g., missing apartment/unit number or incorrect postal code).
• Unreachable contact information: The phone number or email provided was invalid, or the customer could not be reached for delivery coordination.
• Refusal to accept delivery: The customer directly refused to accept the product at the time of delivery.
• Exceeded storage period: The product was not collected or claimed within the storage period set by the delivery service (e.g., at a convenience store or parcel locker).
• Failure to pay duties or taxes: For international shipments, the customer failed to pay any customs duties, taxes, or related fees required for delivery.

If the product is returned for any of the reasons above, we will contact the customer via email to confirm whether they wish to have the product reshipped. The customer must respond within 3 days.

• If the customer does not wish to have the product reshipped or fails to respond, we will issue a refund for the product cost only, excluding shipping fees and any additional fees incurred (e.g., customs duties, taxes, or other import-related fees), except for items that were successfully delivered.
• If the customer requests reshipment, the product will be reshipped once the customer pays the additional shipping fee.
• If the product is returned again due to customer responsibility after reshipment, a refund will be issued for the product cost only, excluding both the initial and reshipment shipping fees, as well as any additional fees incurred during the process (e.g., customs duties, taxes, or other import-related fees).

4. Examples of Seller Responsibility

If a product is returned to us due to an issue caused by our error, the following are considered the seller's responsibility:

• Wrong item shipped: The product received does not match the order (e.g., incorrect color, size, or model).
• Product defect or damage: The product has a manufacturing defect, or it was damaged due to insufficient packaging during transit.
• Missing components: Essential components or accessories included with the product were missing (e.g., screws, manuals, or additional parts).
• Incorrect delivery: The product was shipped to the wrong address due to our error.
• Significant delivery delay: The product was not shipped or delivered within the promised time frame.

For returns due to any of the reasons above, customers can choose to:

• Exchange the product for the correct item.
• Receive a full refund, including all shipping costs.

5. Conditions for Returns

• Returns are accepted in the following cases:
  • The product is returned due to a change of mind within 7 days of delivery.
  • An incorrect product was received.
  • A product with a manufacturing defect was received.
  • In the above situations, the product is returned in its original, re-sellable condition, including any packaging and accompanying gifts (if applicable).
• Returns are not accepted in the following cases:
  • The request is made more than 7 days after delivery.
  • The product is damaged or lost due to customer mishandling (except when packaging has been opened solely to verity contents).
  • The product has been used, leading to a significant decrease in its value.
  • Discounted items marked as non-returnable or products purchased from promotional sales explicitly stated as non-refundable.
  • The product was returned without prior approval from customer service.
  • Differences such as slight variations in color or texture, or natural marks due to material characteristics or the manufacturing process, which are specified in the product description, are not considered defects. Please refer to the material-specific notes on each product page, along with accompanying photos for further details.
    Material-Specific Notes
    • Aluminum
      : Our aluminum products are crafted through extruded and sheet metal processing. During this process, minor wrapping, surface scratches, or marks may occur due to the natural characteristics of the raw material and the manufacturing methods employed.
      : The anodizing process, which enhances durability and finish, involves the use of hooks on holes or edges of the aluminum sheet. This may result in slight scratches, variations in coating thickness, or minor inconsistencies in color uniformity around these areas.
      : High-pressure pressing, an essential step in forming aluminum products, may naturally leave visible press marks on the surface.
    • Acrylic
      : Acrylic sheets may have a thickness variation of up to 15%, as permitted under international quality standards. This may cause slight differences in the alignment of bolt holes or surface dimensions.
      : The production of acrylic materials may result in natural discoloration, small foreign particles, or minor imperfections, such as bubbles or marks along the edges. These features are a normal part of the manufacturing and finishing process and do not affect the product's overall quality.
    • Bolts
      : Bolts and other small components are produced through mass production processes. As a result, slight chipping, minor scratches, or uneven finishes may appear. These are standard characteristics and do not impact the structural integrity or performance of the product.
    • Concrete Resin
      : Due to the nature of concrete resin, small air bubbles, fine specks, and natural markings may be present on the surface. These features highlight the unique craftsmanship of each piece and are not considered defects.
      : The surface of concrete resin products may have a slightly textured finish rather than being entirely smooth. Please note that contact with oil-based products may result in staining. We recommend using caution to preserve the product's pristine appearance.

6. Return Process

1. Submit a return request via the Q&A section within 7 days of receiving the product. Attach photos of the product and provide a detailed explanation of the reason for the return.
2. A customer service representative will respond to your inquiry via email or the Q&A section.
3. Pack the product securely in its original condition and include a note with your order number, name, and user ID.
4. *Arrange return shipping via EMS following the guidance provided by our customer service team.
   (* We only accept returns shipped via EMS. However, EMS does not support reverse pickups requests from Korea, so customers must arrange the shipping independently. Please follow the instructions provided by our customer service team to complete the return process.)
5. Ship the return to:
   1OFF, 4th Floor, Hessen IT Tower,
   60 Yeongtong-ro 60-gil, Hwaseong-si, Gyeonggi-do, South Korea
   (Postal Code: 18379)
6. Provide the EMS tracking number via the Q&A section after shipment.
7. If the return is due to a seller-related issue, upload a copy of the EMS shipping receipt. The shipping fee will be reimbursed once the returned product is received and inspected.

Refund Policy

1. Processing Time: Refunds will be processed within 7 business days of receiving and inspecting the returned product.

2. Refund Method: Refunds will be issued to the original payment method. For quicker processing, store credit may be provided upon request.

General Notes

1. Contact Information: For any questions or assistance with cancellations or returns, please reach out to us at info@1off.kr or use the Q&A available on our website.

2. Policy Visibility: To ensure a smooth and transparent shopping experience, our policies are fully detailed and easily accessible on our website.