Refund policy

1. Return Policy

We accept return requests within 14 days of delivery. Requests made after this period may not be accepted.

To qualify for a return, the product must be unused, unopened, and in its original packaging. Proof of purchase (receipt or order confirmation) must be provided.

Handmade Disclaimer: Our soaps are handmade. Variations in shape, weight, scent, and color are natural and do not qualify as defects. These characteristics are part of the uniqueness of handmade products.
Please note: Orders fulfilled through Amazon (FBA) follow Amazon’s return policy, which may differ from this policy.

2. Non-Returnable Items

  • Sale items, promotional items, and gift cards are final sale and cannot be returned or refunded.

  • Products that have been used, opened, or damaged by the customer are not eligible for return.

  • For hygiene and safety reasons, soaps with broken seals or missing packaging cannot be returned.

3. Return Process

  • Contact us at support@thecheongan.com within 14 days of receiving your order.

  • Once approved, we will provide instructions and a return shipping label if applicable.

  • Returns must be sent to:
    55, Hanyangdaehak-ro, Sangnok-gu, Ansan-si, Gyeonggi-do, Republic of Korea 15588

  • Items sent without prior approval will not be accepted.

4. Return Shipping Fees

  • Customer’s responsibility: Change of mind, size/color dissatisfaction, or other personal reasons.

  • Seller’s responsibility: Defective, damaged, or incorrectly shipped items.

  • If the customer refuses delivery or fails to pay customs duties/taxes, the return shipping cost and all related fees will be deducted from the refund.

  • In such cases, refunds may be denied entirely if the product cannot be returned to our warehouse in resalable condition.

5. Refund Amount and Timeline

  • Refunds exclude original shipping fees, customs duties, and taxes, as these are paid directly to the shipping carrier and government authorities.

  • Refunds will be processed back to the original payment method within 10–15 business days after inspection of the returned product.

  • Please allow additional time for your bank or credit card provider to post the refund. If more than 15 business days have passed since approval, please contact us.

6. Damaged, Defective, or Wrong Items

  • Issues must be reported to our Customer Service within 14 days of delivery.

  • Requests made after this period may not be accepted.

  • Customers must provide photos/videos clearly showing the damage, defect, or wrong item received.

  • After verification, we will arrange for a replacement or refund.

  • Damage caused by customer mishandling, improper storage, or use contrary to instructions is not considered a defect.

  • Natural changes in handmade soap, such as slight cracks, uneven surfaces, or mild scent variations, do not qualify as defects.

7. Shipping Issues (Lost, Stolen, Delayed Packages)

  • Lost Packages: No compensation will be provided unless the shipping carrier officially acknowledges a delivery error.

  • Stolen Packages: Once marked as “Delivered” by the carrier, liability transfers to the customer. We recommend providing a secure delivery address or requesting signature confirmation.

  • Shipping Delays: External factors such as weather, customs inspections, or service disruptions may cause delays. In compliance with the FTC Mail Order Rule, customers will be notified of significant delays and offered the option to cancel or receive a refund.

  • FBA Orders: If your order was placed through Amazon FBA, please contact Amazon Customer Service directly regarding lost, stolen, or delayed packages.

8. Incorrect Address / Recipient Unreachable

If delivery fails due to incorrect or incomplete address information, or if the carrier cannot reach the recipient, no refund or reshipment will be issued.

Customers must provide accurate and complete shipping details (name, phone, email, building/room number, access codes if required).

9. Customs, Duties, and Taxes

  • All international orders may incur customs duties, VAT, import taxes, handling fees, and storage fees.

  • These fees are the customer’s responsibility and are not included in the product price or shipping cost.

  • Refunds will not be issued for orders returned or rejected due to non-payment of customs fees.

  • If the package is destroyed or disposed of by customs due to refusal of payment, no refund will be provided.

10. Governing Law & Updates

This policy is governed by applicable U.S. consumer protection laws and international trade regulations.

THE CHEONG AN reserves the right to update this policy to comply with new regulations or operational needs. The latest version will always be published on our website.