Refund & Cancellation Policy

Effective July 1, 2026

Buyer protection — the gist, before the fine print.

• No change-of-mind refunds once we start buying. You can cancel for a full refund before we've purchased the item, but once we buy it for you from the seller — often within hours — it can't be cancelled or returned for a change of mind.
• Out of stock → full refund. If an item can't be purchased, we refund it in full (processed when your order ships, so you can swap in a replacement).
• Defective, wrong, or damaged → 100% refund — your choice of instant store credit or refund to your original payment method (after you return the item at your cost). Report within 7 days with photos.
• We check the outside of the package only. We don't open sealed collectibles, because an unopened condition is part of their value.

After delivery, a store-credit refund needs only your photos — no return. A refund to your original payment method requires returning the item to Korea at your own cost.

KOSURAN is a buying-agent service: you hire us to buy Korean goods on your behalf and re-ship them to you. Because we purchase your items from sellers the moment you order, this policy explains exactly when an order can and can't be refunded — and how we protect you when something goes wrong.

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1. Change of mind

When you place an order, you are asking KOSURAN to buy specific items for you from Korean sellers. We act on that request quickly — often within 24 hours.

Before we've started buying an item, you can cancel it for a full refund. Nothing has been purchased yet, so we simply refund you on our side — just reach out through your order and we'll take care of it.

Once we've begun purchasing, a change of mind is no longer refundable. At that point the item is bought on your behalf and the purchase is final with the seller, so an order can't be cancelled, changed, or returned because you changed your mind, no longer want the item, ordered the wrong option, or found it cheaper elsewhere. Because buying can start within hours, please review your haul — items, options, quantities, and shipping address — before you place it.

Once we've bought an item for you, we can't return it to the seller. Korean sellers generally do not accept change-of-mind returns from a buying agent, and we pass that reality on to you honestly rather than hiding it in the total.

2. Out of stock: full refund

Listings can sell out between the time you order and the time we buy. If we can't purchase an item — because it's out of stock, discontinued, or the seller cancels — we refund that item in full, including any seller shipping charged for it.

Out-of-stock refunds are processed when the rest of your order ships. This lets you swap in a replacement item first if you'd like, so you only pay international shipping once. If the entire order is unavailable, we refund everything, including the proxy fee and international shipping.

3. Defective, wrong, or damaged items

If an item arrives defective, not the item you ordered, or damaged in transit, you're covered for a 100% refund. Report it within 7 days of delivery with clear photos (see §9).

Once we confirm the issue, you choose how to be made whole:

• Instant store credit — issued as soon as your report is approved, no need to wait for the return to arrive.
• Refund to your original payment method — issued after the item is returned to us. Return shipping is at your cost unless the error was ours (wrong item sent).

Where it makes sense and stock allows, we can also arrange a replacement instead of a refund.

4. Lost in transit

Every international parcel ships fully tracked. If a parcel doesn't arrive within 30 days of its expected delivery or last tracking update, contact us and we'll open an investigation with the carrier on your behalf. Once the carrier confirms the loss, you'll receive a full refund or a reshipment, your choice. Carrier investigations typically take 7–14 business days.

5. What we inspect

At our Seoul hub we check the outside of every package before it ships to you: we confirm the right item arrived from the seller, and we look for external damage, leaks, or crushing.

We do not open sealed collectibles — sealed photocard sets, season's greetings boxes, figures, and the like — because an unopened, factory-sealed condition is part of their value to collectors. This means a manufacturing defect hidden inside sealed packaging isn't something we can catch; in those cases the seller's or manufacturer's defect terms apply, and we'll help you pursue them (see §3 and §7).

6. Refund methods after delivery

When a refund is due after your parcel has arrived — a defective, wrong, or damaged item under §3 — you choose how it's paid. The two methods work differently:

• Store credit — photos only, no return. We issue it as soon as we approve your photos. You keep the item, there's nothing to ship back, and the credit lands in your account instantly.
• Refund to your original payment method — return required. We refund your card or original payment once you've returned the item to us in Korea at your own cost.

Why return shipping is on you for a payment-method refund. KOSURAN is a buying agent, and your item has already crossed a border to reach you. Sending it back is a second international shipment, and absorbing return postage from every destination isn't something a proxy-buy service can sustain on cross-border orders — so the return-to-Korea cost sits with the buyer. That's exactly why we offer instant store credit as a no-return, no-cost alternative whenever you'd rather skip the shipping.

7. What isn't covered

• Change of mind, wrong option or quantity chosen at checkout, or "no longer needed" (see §1).
• Minor variation in color, print alignment, or packaging that's normal for the product and doesn't affect the item itself.
• Hidden defects inside sealed collectibles that we couldn't inspect without breaking the seal (see §5) — we'll still help you raise these with the seller or manufacturer.
• Delays caused by customs, carrier backlogs, weather, or incorrect address details provided at checkout.
• Items reported more than 7 days after delivery, or without the photos needed to assess the issue.

8. How refunds are issued & timing

Refunds go back to the method you choose. Here's what to expect:

Store credit lands in your account immediately once approved. Refunds to a card or original payment method are issued by us right away; how quickly they appear on your statement depends on your bank (typically 5–10 business days).

9. How to report a problem

Contact our customer support team within 7 days of delivery and include:

• Your order number (e.g. KR-8F2K-0917).
• Photos of the item and the outer packaging, clearly showing the defect, wrong item, or damage.
• A short description of the issue and whether you'd prefer store credit, a refund to your original payment, or a replacement.

We review reports within 1 business day. Please keep the item and its packaging until your case is resolved — for damage claims we may need to file with the carrier.

Need to report an issue? Open the order in Account › My orders, or email support@kosuran.com.