Returns, Exchanges and Refund
Requests for exchanges and refunds are only accepted if they are made within 50 business days from the shipment date of the product via our CS email, [email protected]. If 50 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
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We will be responsible for refunds due to mis-delivered and/or defective products and will prioritize processing these requests as soon as possible. Please note that refunds can be partial depending on the condition of defective products, and this decision will be made by "Ballagrio".
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Refunds will be issued to the balance of the payment method or as store credit. If the requested exchange items are out of stock or discontinued, they can be handled as a refund.
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1. Requirements for Exchange, Return
For exchange or return requests, please contact our CS email [email protected] and include:
For exchange or return requests, please contact our CS email [email protected] and include:
- Order Number
- Reason for return (please refer to the eligible reasons below)
- Detailed pictures of the items (in the case of return due to damage, photos showing product damage such as cracks, defects in the container, leakage of contents, etc.)
(1) Eligible Reasons for a Refund
- Customer requests cancellation within 24 hours of payment.
- Without prior notice from Customer Service, the order will not have a tracking number or will remain in the [Preparing Products] status for more than 10 days from the date of payment.
- The wrong/unordered item arrived.
If you request a return and refund due to the above reasons, the product must be new, unopened, and unused. The product's original packaging box must also be undamaged, and any free gifts must be returned in their original condition.
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(2) Ineligible Cases for a Refund
- Customer requests a refund because they simply changed their mind (size, color options, etc.)
- Customer requests a refund for orders that failed to be delivered due to an address error that the buyer did not notify Ballagrio of in advance.
- Customer requests a refund for a product that has been deformed or damaged due to the customer's responsibility.
- Customer requests a refund for a product that was opened or had tags, labels, sealing stickers, etc., removed.
- Customer requests a refund for a returned parcel due to customer refusal to pay taxes, customs fees, and other charges incurred during delivery.
2. Refund for Failed Delivery
If delivery fails due to reasons beyond Ballagrio's responsibility, the fare used by Ballagrio for round-trip delivery will be deducted from the refund amount. (Orders with free shipping do not mean free returns. This deduction applies without exception.)
If delivery fails due to reasons beyond Ballagrio's responsibility, the fare used by Ballagrio for round-trip delivery will be deducted from the refund amount. (Orders with free shipping do not mean free returns. This deduction applies without exception.)
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After the returned parcel arrives at Ballagrio, a refund will be issued for the amount minus the shipping cost. This will apply in cases such as:
- Unknown: Wrong recipient’s information from the buyer.
- Moved: Buyer submitted an incorrect address, placed an order with an address that was not updated after moving, or moved after creating the order but did not notify Ballagrio of the new address.
- Absence: Buyer was not able to receive delivery because of absence.
- Refused: Buyer refused to receive the parcel.
- Unclaimed: Buyer didn’t go through customs procedures.
3. Return Request Due to Dissatisfaction During Use (if applicable)
Ballagrio's products are cosmetics, not medicines, and effects may vary from person to person. If any abnormal symptoms or side effects, such as skin problems, appear while using the product, we recommend that you stop using the product immediately.
Ballagrio's products are cosmetics, not medicines, and effects may vary from person to person. If any abnormal symptoms or side effects, such as skin problems, appear while using the product, we recommend that you stop using the product immediately.
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Please submit photos of your skin condition before and after using the product and a medical certificate or prescription from a hospital or pharmacy via our CS email. If photos and medical certificates are not submitted, it may be classified as a simple complaint, and returns may not be possible, so please cooperate.
After confirmation, we will help you process returns and refunds.
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4. Non-refundable Shipping Costs
In the case of returns and refunds due to reasons outside of Ballagrio's responsibility, return shipping costs are the buyer's responsibility. Shipping charges used by Ballagrio for the initial delivery are non-refundable. Depending on where you live, return shipping costs and the time it takes for your return package to reach us may vary.
In the case of returns and refunds due to reasons outside of Ballagrio's responsibility, return shipping costs are the buyer's responsibility. Shipping charges used by Ballagrio for the initial delivery are non-refundable. Depending on where you live, return shipping costs and the time it takes for your return package to reach us may vary.
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If you are returning an item worth over $75.00, please consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that items you return will arrive safely at Ballagrio, and no refunds will be given if your returned item does not arrive at Ballagrio.
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5. Combined Delivery Refund Case
If a customer purchases more than one item, they will be shipped together. However, if some of the products purchased by the customer are sold out before shipment, we will refund the out-of-stock products and ship the remaining products.
If a customer purchases more than one item, they will be shipped together. However, if some of the products purchased by the customer are sold out before shipment, we will refund the out-of-stock products and ship the remaining products.
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For partial returns of an order with multiple items, return costs are the buyer's responsibility. A partial refund will be issued once the returned item arrives at Ballagrio.
For partial returns of an order with multiple items, return costs are the buyer's responsibility. A partial refund will be issued once the returned item arrives at Ballagrio.
