2.1 Product Details

We provide the following information for each product:

• Product name and description
• Price (including VAT where applicable)
• Product images and specifications
• Size, color, material, and other attributes
• Manufacturer or distributor information
• Country of origin
• Expected shipping timeframe
• Any additional costs (shipping, customs, etc.)

2.2 Accuracy of Information

We make every effort to ensure product information is accurate. However:

• Colors may vary slightly due to monitor settings
• Product specifications may change without notice
• Images may include props not included with the product
• Packaging may differ from images shown

2.3 Availability

All products are subject to availability. We reserve the right to:

• Limit quantities available per order
• Discontinue products without prior notice
• Cancel orders if products become unavailable

3.1 Order Confirmation

When you place an order:

• You will receive an order confirmation email
• Order confirmation does not guarantee acceptance
• We reserve the right to accept or decline orders
• Payment will be processed upon order acceptance

3.2 Payment Methods

We accept the following payment methods:

• Credit and debit cards
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• Cryptocurrency (where applicable)

3.3 Pricing and Taxes

• All prices are in Korean Won (KRW) unless otherwise stated
• Prices include VAT unless otherwise indicated
• Shipping costs are calculated separately
• International orders may be subject to customs duties and import taxes
• We reserve the right to correct pricing errors

3.4 Order Cancellation by Customer

You may cancel your order ONLY under the following conditions:

• Before Shipment Preparation: Cancellation is free if order has not entered fulfillment process (typically within 2-4 hours of order placement)
• During Shipment Preparation: Once order enters fulfillment (picking, packing), cancellation may not be possible
• After Shipment: Cancellation is NOT possible. You must follow return procedures in Section 5 after delivery

Cancellation Process:

1. Contact us immediately at contact@starglow.io with your order number
2. We will check if cancellation is still possible
3. If approved, refund will be processed within 3-5 business days
4. If order already shipped, you cannot cancel and must use return process after delivery

⚠️ Important: For pre-order items, limited edition items, or custom products, cancellation may not be available even before shipment. Check product page for specific cancellation policies.

3.5 Order Cancellation by Company

We reserve the right to cancel your order in the following circumstances:

• Product is out of stock or discontinued after order placement
• Payment cannot be processed, verified, or is declined
• Pricing or product information error discovered
• Fraudulent, suspicious, or high-risk activity detected
• Violation of purchase limits or terms of service
• Force majeure or circumstances beyond our reasonable control
• Inability to verify shipping address or customer information

If we cancel your order, you will receive a full refund within 3 business days. We are not liable for any consequential damages resulting from order cancellation.

3.6 Payment Authorization

By completing a purchase, you represent and warrant that:

• You are the authorized user of the payment method
• You have sufficient funds or credit to complete the purchase
• All payment information provided is accurate and current
• You authorize us to charge the full amount to your payment method
• You are not using the payment method for any illegal or fraudulent purpose

3.7 Price Errors and Corrections

Despite our efforts to ensure pricing accuracy, errors may occur:

• We reserve the right to correct pricing errors at any time
• If an error is discovered after you place an order:
  • We will notify you of the correct price
  • You may choose to proceed at the correct price or cancel for full refund
  • If you do not respond within 24 hours, the order will be automatically cancelled
• We are not obligated to honor obviously incorrect prices (e.g., $1 for a $100 item)

4.1 Shipping Methods and Costs

• Domestic Shipping (Korea): Standard delivery within 2-5 business days
• International Shipping: Available to select countries, delivery time varies by destination
• Shipping Costs: Calculated based on weight, size, and destination
• Free Shipping: Available for orders over a certain amount (as specified)

4.2 Delivery Process

• You will receive a shipping confirmation email with tracking information
• Delivery timeframes are estimates and not guaranteed
• You are responsible for providing accurate shipping information
• Failed delivery due to incorrect address is your responsibility
• Signature may be required upon delivery

4.3 Delivery Delays

Delivery may be delayed due to:

• Weather conditions or natural disasters
• Courier service delays or operational issues
• Customs clearance (international orders)
• Incorrect or incomplete address information
• Public holidays or peak seasons

We are not liable for delays beyond our reasonable control.

4.4 International Shipping

• Customers are responsible for all customs duties and import taxes
• Customs clearance procedures may delay delivery
• Some products may be restricted in certain countries
• We are not responsible for items held or seized by customs

4.5 Undeliverable Packages

If a package cannot be delivered and is returned to us:

• We will contact you to arrange redelivery or refund
• Original shipping costs are NON-REFUNDABLE
• You WILL be charged for return shipping costs incurred due to undeliverable package
• Reshipping requires payment of new shipping fees (full rate, no discounts)
• If you do not respond within 7 days, the package will be disposed of and no refund will be issued

4.6 Your Shipping Responsibilities

You are solely responsible for:

• Accurate Address: Providing complete, accurate, and deliverable shipping address
• Address Verification: Verifying your address before order confirmation
• Availability to Receive: Being available to receive packages or providing safe delivery instructions
• Monitoring Tracking: Checking tracking information and delivery status
• Timely Retrieval: Picking up packages from courier facilities if delivery attempts fail
• Inspection Upon Receipt: Inspecting packages immediately upon delivery

⚠️ IMPORTANT: Failure to fulfill these responsibilities may result in non-delivery, return charges, or loss of refund rights. All costs associated with customer-caused delivery failures are your responsibility.

4.7 Lost or Stolen Packages

For packages marked as "Delivered" by the courier:

• If courier confirms delivery to your address, we are NOT responsible for lost or stolen packages
• You must file a claim with the courier service and/or local authorities
• We may assist in filing courier claims but are not liable for the outcome
• Delivery to your doorstep or designated location fulfills our delivery obligation
• Consider using secure delivery options (signature required, hold at facility) for valuable items

For packages confirmed lost in transit:

• We will assist in filing a claim with the courier
• Resolution depends on courier investigation (may take 15-30 days)
• Replacement or refund issued only after courier confirms loss

4.8 Limitation of Shipping Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE ARE NOT LIABLE FOR:

• Delivery delays caused by courier services, weather, customs, or other third parties
• Packages stolen after confirmed delivery to your address
• Failed deliveries due to incorrect, incomplete, or undeliverable addresses provided by you
• Refusal to accept delivery or failure to pick up packages from courier facilities
• Damage to packages after delivery confirmation
• Additional costs (duties, taxes, storage fees) incurred during shipping
• Consequential damages resulting from delivery delays or failures

Our maximum liability for shipping-related issues is limited to the product purchase price (excluding shipping fees). We are not liable for any indirect, incidental, or consequential damages.

4.9 Package Inspection Requirement

Upon receiving your package, you MUST:

1. Inspect the package for external damage before accepting delivery
2. Note any visible damage on the delivery receipt
3. If package appears damaged, photograph it immediately before opening
4. Open and inspect contents within 24 hours of delivery
5. Report any shipping damage or missing items within 48 hours (See Section 6.3)

⚠️ CRITICAL: Failure to inspect and report shipping damage within 48 hours will be considered acceptance of delivery in good condition. Claims made after 48 hours will not be accepted.

5.1 7-Day Withdrawal Period

In accordance with the Act on Consumer Protection in Electronic Commerce of the Republic of Korea, you have the right to withdraw from your purchase within 7 days from the date of delivery. However, this right is subject to strict conditions as specified below.

The withdrawal period begins on the day you (or a third party designated by you) receive the product.

5.2 Mandatory Return Requirements

ALL of the following conditions must be met for return acceptance:

• Completely Unused: Product must be in absolutely original condition with NO signs of use, handling, wear, or installation
• Sealed Packaging: Original manufacturer seals, plastic wraps, security stickers, and shrink wrap must be completely intact and unbroken
• All Tags Attached: Price tags, product labels, and identification stickers must be attached in original position
• Original Box Condition: Packaging must be undamaged with no tears, creases, writing, or tape marks
• Complete Set: ALL original items must be included: accessories, manuals, warranty cards, promotional items, freebies
• No Odors or Contamination: Product must be free from any perfume, smoke, or other odors

⚠️ IMPORTANT: If ANY of these conditions are not met, the return will be rejected and the product will be returned to you at your expense.

5.3 How to Exercise Withdrawal Right

To initiate a return within the 7-day withdrawal period:

1. Contact us at contact@starglow.io within 7 days from delivery date
2. Provide: Order number, product name, delivery date, and reason for return
3. Take detailed photos of the product showing it meets all return requirements (sealed packaging, attached tags, etc.)
4. Wait for return authorization approval (we reserve the right to deny authorization if conditions are not met)
5. Ship the product using a trackable courier service within 3 days of receiving authorization
6. Retain tracking number and proof of shipment

Note: Return requests made after 7 days from delivery will not be accepted under any circumstances, except for defective products covered under Section 6.

5.4 Absolute Exceptions to Withdrawal Right

The following products are NOT eligible for return under the 7-day withdrawal right:

5.4.1 Digital Products and Services

• Digital Content: NFTs, digital downloads, virtual items, in-game assets, digital collectibles
• Access Granted: Any digital product where access has been provided or content has been viewed/downloaded
• Blockchain Items: Items recorded on blockchain, smart contract executions
• One-time Use Products: Event tickets, vouchers, redemption codes once revealed or used

5.4.2 Physical Products with Specific Characteristics

• Unsealed Products: Any product where original seals, shrink wrap, or security stickers have been removed or broken
• Personalized/Custom Items: Items made to order, engraved, customized with names, or specially produced
• Random Products: Blind boxes, random photocards, mystery items, lottery items once packaging is opened
• Autographed Items: Artist-signed albums, autographed merchandise, signed memorabilia
• Limited/Exclusive Editions: Numbered editions, concert-exclusive items, event-only merchandise once opened
• Hygiene Products: Items that contact skin or body, undergarments, cosmetics, earphones once packaging is opened
• Perishables: Food items, beverages, items with expiration dates
• Periodicals: Magazines, photobooks, season greetings (if opened)

5.4.3 Depreciated Value Products

• Products whose value has significantly decreased due to use, even minimal
• Products where tags have been removed or packaging damaged by customer
• Products that show any signs of use, handling, or installation attempts
• Products with missing accessories or incomplete sets

5.4.4 Time-Sensitive and Special Circumstances

• Products clearly marked as "Final Sale" or "Non-Returnable" at time of purchase
• Promotional items, free gifts, or bonus products included with purchase
• Pre-order items explicitly marked as non-returnable

⚠️ Legal Notice: These exceptions are permitted under Article 17(2) of the Act on Consumer Protection in Electronic Commerce of the Republic of Korea. Products in these categories were clearly marked as such at the time of purchase.

5.5 Return Shipping Costs

• Voluntary Returns (Change of Mind): You are responsible for all return shipping costs. Shipping fees will be deducted from your refund or must be paid upfront.
• Defective Products: If we determine the product is defective or we sent the wrong item, we will provide a prepaid return label at no cost to you.
• Disputed Returns: If we determine after inspection that the product does not meet return conditions or is not defective, you will be charged for both outbound and return shipping costs.

6.1 Definition of Defective Product

A product is considered defective ONLY if it meets ALL of the following criteria:

• The product has a significant manufacturing defect that materially affects its intended use or functionality
• The defect was present at the time of manufacture and shipment (not caused by user handling)
• The defect is objectively verifiable through inspection
• You report the defect within 48 hours of delivery with photographic evidence

6.2 What is NOT Considered a Defect

The following are NOT considered defects and are not grounds for return or exchange:

6.2.1 Normal Manufacturing Variations

• Minor color variations (±10% from images due to monitor settings or lighting)
• Slight size differences (within ±5% of stated dimensions)
• Minor printing inconsistencies or color bleeding that do not affect overall appearance
• Small alignment variations in printed materials
• Natural variations in fabric, texture, or material characteristics

6.2.2 Cosmetic Imperfections

• Minor scratches, scuffs, or marks less than 2mm in length
• Small dents, creases, or bends that do not affect structural integrity
• Slight discoloration or fading within acceptable industry standards
• Minor glue residue or adhesive marks not visible from normal viewing distance (30cm+)
• Packaging imperfections (box dents, minor tears) that do not affect the product inside
• Small bubbles, dust particles, or minor imperfections in protective films or coatings

6.2.3 Subjective Preferences

• "Not what I expected" or "looks different from photos"
• Dislike of design, color, or style after purchase
• Personal opinion about quality or aesthetics
• Changed mind about artist or content

6.2.4 Damage After Delivery

• Damage caused by improper handling, storage, or use
• Wear and tear from normal use after delivery
• Damage from exposure to water, sunlight, heat, or other environmental factors
• Damage occurring during your photography or inspection of the item

6.3 Reporting Defective Products

To claim a product is defective, you MUST follow this procedure:

1. Contact us within 48 hours of delivery at contact@starglow.io
2. Provide: Order number, product name, delivery date and time
3. Submit clear photographic evidence:
   • Multiple angles of the alleged defect (minimum 3 photos)
   • Close-up photo showing defect in detail
   • Photo of entire product showing context
   • Photo of product with original packaging
   • If applicable, photo demonstrating functional issue
4. Provide detailed written description of the defect and how it affects functionality
5. Keep product in original packaging - DO NOT USE OR FURTHER HANDLE

⚠️ CRITICAL: Defect claims submitted more than 48 hours after delivery will NOT be accepted. After 48 hours, any damage is considered to have occurred during your handling.

6.4 Defect Claim Review Process

Once you submit a defect claim:

1. Initial Review (1-2 business days): We will review your photos and description
2. Request for Additional Evidence: We may request additional photos, videos, or information
3. Return Authorization: If we preliminarily determine the product may be defective, we will provide return authorization
4. Physical Inspection (3-5 business days after receipt): We will thoroughly inspect the returned product
5. Final Determination: We will notify you of our decision

6.5 Outcomes of Defect Claims

6.5.1 If Defect is Confirmed

If we determine the product is genuinely defective:

• Replacement: We will send a replacement product at no cost (if available in stock)
• Full Refund: If replacement is unavailable, you receive full refund including original shipping
• Return Shipping: We provide prepaid return label at no cost to you

6.5.2 If Defect is NOT Confirmed

If we determine the product is NOT defective (normal variation, cosmetic imperfection, user damage, etc.):

• No Refund or Replacement: Claim is denied
• Return Shipping Charges: You will be charged for return shipping costs
• Re-delivery Charges: You will be charged for shipping the product back to you
• Option to Keep: You may choose to keep the product and pay only return shipping to us, or have it sent back and pay both ways

⚠️ IMPORTANT: False or exaggerated defect claims waste company resources. If we determine a claim was made in bad faith, we reserve the right to refuse future orders from your account.

6.6 Wrong Product Received

If you received a completely different product than ordered:

• Contact us within 48 hours with photo evidence
• Compare received product with your order confirmation
• We will verify the error and arrange immediate replacement or refund
• We provide prepaid return label for wrong items

6.7 Missing Items or Incomplete Orders

If your order is incomplete:

• Contact us within 48 hours of delivery
• Provide photos of all items received and the packaging
• We will verify against our shipping records
• We will ship missing items at no additional cost or issue partial refund

6.8 Exchange Policy

Exchanges are NOT available for the following reasons:

• Change of mind about size, color, or design
• Wanting to try different variation
• Artist preference changes (different member, version, etc.)

For voluntary changes, you must return for refund under Section 5 (if within 7 days and conditions met) and place a new order.

Exchanges are ONLY provided for confirmed defective products or shipping errors, subject to stock availability.

6.9 Our Right to Refuse Claims

We reserve the right to refuse return or exchange claims if:

• Claim is filed outside the 48-hour window
• Insufficient or unclear photographic evidence provided
• Evidence of product use, handling, or customer-caused damage
• Product opened when it falls under non-returnable categories (Section 5.4)
• Claimed defect falls under normal variations or cosmetic imperfections (Section 6.2)
• Product has been altered, modified, or repaired
• Multiple frivolous claims from the same customer

7.1 Refund Eligibility

Refunds are issued ONLY in the following circumstances:

• Approved 7-Day Withdrawal: Return approved under Section 5 within 7 days, meeting ALL return conditions
• Confirmed Defect: Product determined to be defective after our inspection (Section 6)
• Wrong Product Shipped: We sent incorrect item (verified by us)
• Pre-Shipment Cancellation: You cancelled order before it was shipped
• Company Cancellation: We cancelled due to stock unavailability or other reasons

7.2 Refund Processing Timeline

Refunds are processed according to the following schedule:

7.2.1 Initial Approval Time

• Physical Inspection Required: 3-5 business days after we receive returned product
• Pre-Shipment Cancellation: 1-2 business days after cancellation request
• Company Cancellation: Immediate (same day)

7.2.2 Refund to Payment Method

After refund approval:

• Credit/Debit Cards: 7-10 business days (depends on card company)
• Bank Transfer/Virtual Account: 3-5 business days
• Naver Pay/Kakao Pay/Easy Payment: 5-7 business days
• Cryptocurrency: 3-5 business days

Total Timeline: From return receipt to funds in your account: 10-15 business days on average

⚠️ Note: Processing times are business days (Monday-Friday) excluding weekends, Korean public holidays, and peak seasons (Chuseok, Lunar New Year, etc.)

7.3 Refund Method

• Refunds are issued ONLY to the original payment method used
• We cannot refund to a different payment method or account
• If the original payment method is no longer available (closed account, expired card), you must provide:
  • Proof that original method is unavailable
  • Alternative bank account information in your name
  • Copy of government-issued ID for verification
• Refunds to third parties are not permitted under any circumstances

7.4 Refund Amount Calculation

7.4.1 Company Fault (Defect, Wrong Item, Company Cancellation)

• Product Price: 100% refund
• Original Shipping Fee: 100% refund
• Return Shipping: We pay (prepaid label provided)
• Total: Full refund of all costs

7.4.2 Customer Request (7-Day Withdrawal, Change of Mind)

• Product Price: 100% refund
• Original Shipping Fee: NON-REFUNDABLE
• Return Shipping: Deducted from refund (typically 3,000-5,000 KRW domestic, varies for international)
• Calculation:
  Refund Amount = Product Price - Return Shipping Cost

7.4.3 Free Shipping Orders

• If you received free shipping due to minimum order amount:
• And your return brings the order below the free shipping threshold:
• The original shipping cost will be deducted from your refund
• Example: Minimum ₩30,000 for free shipping, you ordered ₩35,000, return ₩10,000 item → shipping fee deducted from refund

7.4.4 Partial Returns

If you return only some items from a multi-item order:

• Refund is calculated for returned items only
• Shipping costs are allocated proportionally
• Bundle discounts may be recalculated
• If bundle conditions are no longer met, prices adjust to non-bundle rates

7.4.5 Promotional Discounts

• Refunds are based on the actual amount paid (after discounts)
• Used coupons or promotional codes cannot be re-issued
• Points used for payment will be refunded as points
• Points earned from the purchase will be deducted from your account

7.5 No Restocking Fees

We do not charge restocking fees for approved returns. However, return shipping costs and proportional shipping allocations still apply as described above.

7.6 Refund Denials

Refunds will be denied in the following cases:

• Return inspection determines product does not meet return conditions (Section 5.2)
• Product shows signs of use, damage, or missing parts
• Claimed defect is determined to be normal variation or cosmetic imperfection (Section 6.2)
• Product belongs to non-returnable category (Section 5.4)
• Return submitted after 7-day deadline
• Returned product does not match original product sent

In case of refund denial, the product will be returned to you. You will be charged for return shipping costs.

7.7 Cryptocurrency Refunds

Special terms for cryptocurrency payments:

• Refund Value: Refunded at the cryptocurrency value at the time of the original transaction, not current market value
• Exchange Rate Fluctuations: We are not responsible for cryptocurrency value changes between purchase and refund
• Network Fees: Blockchain network fees for refund transaction may be deducted
• Wallet Requirement: You must provide a valid wallet address for refund

8.1 Product Quality

We strive to ensure all products meet quality standards. However:

• Minor variations in color, size, or appearance are normal
• Products are subject to manufacturer's quality control standards
• We are not liable for minor cosmetic imperfections that do not affect functionality

8.2 Manufacturer Warranties

• Products may be covered by manufacturer warranties
• Warranty terms and conditions are provided by the manufacturer
• You must contact the manufacturer directly for warranty claims
• We are not responsible for manufacturer warranty services

8.3 Defective Products

Defective products are handled exclusively under Section 6. Please refer to Section 6 for:

• Definition of defective product (Section 6.1)
• What is NOT considered a defect (Section 6.2)
• Reporting procedure - 48 hour deadline (Section 6.3)
• Review and inspection process (Section 6.4-6.5)

8.4 No Implied Warranties

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

• MERCHANTABILITY: We do not warrant that products are suitable for any particular purpose beyond their basic intended use
• FITNESS FOR PARTICULAR PURPOSE: We are not responsible if products do not meet your specific needs or expectations
• NON-INFRINGEMENT: While we take reasonable measures, we do not warrant products are free from third-party IP claims
• ACCURACY OF DESCRIPTIONS: Product descriptions are provided for general information only and minor variations are expected
• SATISFACTORY QUALITY: Beyond freedom from significant defects, we make no quality guarantees

Products are sold "AS IS" and "AS AVAILABLE". Your exclusive remedy for unsatisfactory products is return under Section 5 or defect claim under Section 6.

8.5 Comprehensive Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ANY CLAIM RELATED TO PRODUCTS IS STRICTLY LIMITED AS FOLLOWS:

8.5.1 Maximum Liability Cap

• Our maximum aggregate liability shall NOT exceed the purchase price you paid for the specific product giving rise to the claim
• This cap applies regardless of the legal theory (contract, tort, negligence, strict liability, etc.)
• Shipping fees, taxes, and incidental costs are NOT included in our maximum liability

8.5.2 Exclusion of Consequential Damages

WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

• Loss of profits, revenue, business, or anticipated savings
• Loss of data, information, or business opportunity
• Loss of goodwill or reputation
• Cost of procuring substitute goods or services
• Emotional distress, disappointment, or inconvenience
• Any other indirect or consequential loss or damage

This exclusion applies EVEN IF we have been advised of the possibility of such damages.

8.5.3 Specific Exclusions

We are specifically NOT liable for:

• User Error: Damage caused by improper use, installation, storage, or handling
• Neglect: Failure to follow care instructions or maintenance requirements
• Modifications: Products altered, repaired, or modified by anyone other than us
• Accidents: Damage from drops, spills, impact, or environmental factors
• Normal Wear: Normal wear and tear, aging, or gradual deterioration
• Third-Party Products: Components, accessories, or products not sold by us
• Force Majeure: Events beyond our reasonable control (natural disasters, war, pandemic, etc.)
• Subjective Dissatisfaction: Personal opinions, expectations not met, or subjective disappointment

8.5.4 Collectibles and Merchandise

For K-pop merchandise, collectibles, and similar products:

• We make NO guarantees about future value or collectibility
• Market value fluctuations are beyond our control and not our responsibility
• Rarity claims are based on manufacturer information and not guaranteed
• We are not responsible for changes in artist popularity, group status, or market trends
• Authenticity guarantees apply only to products we explicitly authenticate

8.5.5 Digital Content and NFTs

For digital products, NFTs, and blockchain items:

• We are not liable for blockchain network issues, gas fees, or transaction failures
• Smart contract functionality is provided "as is" without warranty
• We do not guarantee continued availability of servers, APIs, or third-party services
• Cryptocurrency value fluctuations are your risk
• Loss of access to wallets or private keys is your responsibility

8.6 Consumer Protection Rights

Nothing in these terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Violations of mandatory consumer protection laws of the Republic of Korea
• Any other liability that cannot be excluded or limited by law

You retain all rights provided by applicable consumer protection legislation that cannot be contractually waived.

8.7 Third-Party Products and Services

Some products may include or require third-party components, software, or services:

• Third-party products are governed by their own terms and warranties
• We are not responsible for third-party product quality, functionality, or support
• Compatibility with third-party products is not guaranteed
• Third-party service discontinuation is beyond our control

9.1 Contact Information

For any questions, concerns, or support requests:

• Email: contact@starglow.io
• Customer Service Hours: [운영시간 입력 필요]
• Website: starglow.io
• Telegram: @starglow_official_chat

9.2 Response Time

• We aim to respond to all inquiries within 24-48 hours
• Response times may be longer during peak seasons or holidays
• Urgent matters will be prioritized

9.3 Order Tracking

• Track your order status through your account
• Tracking numbers provided via email once shipped
• Contact us if tracking information is not updated within 48 hours

10.1 Internal Complaint Handling

If you have a complaint:

• Contact our customer service team first
• We will investigate and respond within 7 days
• We aim to resolve all disputes amicably

10.2 External Dispute Resolution

If internal resolution fails, you may contact:

• Korea Consumer Agency (한국소비자원): www.kca.go.kr / 1372
• E-commerce Mediation Committee (전자거래분쟁조정위원회): www.ecmc.or.kr / 1661-5714
• Fair Trade Commission (공정거래위원회): www.ftc.go.kr / 1588-1111

10.3 Consumer Protection Standards

Dispute resolution follows the Consumer Dispute Resolution Standards established by the Fair Trade Commission of Korea.

11.1 Limited Edition and Pre-order Items

Limited edition and pre-order items are subject to special terms:

• Availability: Limited quantities - orders are first-come, first-served
• Production Changes: Minor variations from preview images are expected for pre-orders as production finalizes
• Delivery Delays: Pre-order delivery dates are ESTIMATES ONLY. Delays of 1-3 months are possible due to production/shipping issues
• Cancellation by Customer: You may cancel pre-orders before shipment, but cancellation fees may apply for special-order items
• Cancellation by Company: We reserve the right to cancel pre-orders if production is cancelled or discontinued
• No Return After Opening: Once opened, limited edition items cannot be returned unless defective (See Section 6)

11.2 Promotional Items and Gifts

Free gifts and promotional items:

• Subject to Availability: Promotional items may sell out - no rain checks or substitutions guaranteed
• Substitution Rights: We may substitute equivalent or greater value items without notice
• Non-Returnable: Promotional items have NO individual return value - they can only be returned with the main purchased product
• Must Return Together: If returning main product, ALL promotional items must be returned unused and in original packaging
• Missing Promotional Items: Refund will be denied if promotional items are missing from your return
• No Warranty: Promotional items are provided "as is" with no quality guarantees

11.3 Bundle Packages

Bundle packages are sold as complete units:

• Complete Set Required: Bundles cannot be split - all items must be purchased together
• No Partial Returns: Individual items from bundles CANNOT be returned separately under any circumstances
• Complete Return Only: To return a bundle, you must return ALL items in original condition
• Bundle Pricing: Discounted bundle pricing applies ONLY when all items are purchased together
• Partial Return Penalty: If any bundle item is missing or damaged, return will be rejected or refund will be recalculated at individual (non-bundle) prices minus damage

11.4 Autographed and Signed Items

SPECIAL NOTICE: Autographed items have strict no-return policies.

11.4.1 Nature of Autographs

• Handwritten Variations: Each autograph is unique - significant variations in size, placement, clarity, and style are NORMAL
• Not Identical: Autographs will NOT look identical to reference images or other copies
• Imperfections Expected: Smudges, uneven ink, partial signatures, or "shorthand" signatures are common and acceptable
• Placement Variations: Signature location may vary - not guaranteed to be in specific position
• Multiple Signatures: For group-signed items, not all members' signatures may be equally visible or clear

11.4.2 Authenticity

• Guarantee Scope: We guarantee authenticity ONLY for items explicitly marked as "Officially Signed" or "Certified Authentic"
• No Authentication: We do not authenticate signatures ourselves - we rely on official sources
• Proof of Authenticity: Certificate of authenticity or official documentation will be provided where available
• Third-Party Authentication: If you seek additional authentication, costs are your responsibility

11.4.3 NO RETURN POLICY

⛔ AUTOGRAPHED ITEMS ARE FINAL SALE - NO RETURNS OR EXCHANGES ACCEPTED

• Absolutely No Returns: Autographed items CANNOT be returned for ANY reason including:
  • Change of mind
  • Dissatisfaction with signature appearance
  • Signature is "not nice" or "not clear"
  • Wanted different member's signature
  • Signature is smaller/larger than expected
  • Placement not as desired
• Defect Exception: Returns accepted ONLY if:
  • Product itself (not signature) has significant manufacturing defect
  • Product is completely different from what was ordered
  • Signature is proven to be fake (burden of proof on customer)
• No Exchanges: Cannot exchange for different signed item, even if unopened
• Warning Acknowledgment: By purchasing autographed items, you acknowledge and accept these strict no-return terms

11.4.4 Inspection Before Opening

⚠️ IMPORTANT: Before opening autographed items:

• Inspect outer packaging for shipping damage
• Photograph packaging from all angles if damaged
• Contact us within 48 hours if product appears damaged in shipping
• Once opened, you accept the autograph as-is with NO return rights

11.5 Random/Blind Box Items

For random selection items (photocards, blind boxes, etc.):

• Random Selection: Contents are randomly selected - you cannot choose specific versions or members
• No Exchanges: Cannot exchange for different version or member
• Duplicates Possible: You may receive duplicate items if ordering multiple - this is not a defect
• Once Opened = No Return: Opening random items automatically waives return rights (See Section 5.4.2)
• Odds Not Guaranteed: Stated odds are estimates - individual results will vary

11.6 Season Greetings and Calendars

• Time-Sensitive Nature: Season greetings and calendars are time-specific products
• No Return After Opening: Once packaging is opened, returns not accepted
• Late Delivery: If delivered after relevant season/year begins, product value is unaffected - no refunds or discounts given

We may update these E-commerce Terms and Conditions from time to time. Material changes will be notified through our website or via email. Continued use of our e-commerce services after changes constitutes acceptance of the updated terms.

These terms are effective as of the date shown above and supersede all previous versions.

For questions about these E-commerce Terms and Conditions or our physical goods services:

• Email: contact@starglow.io
• Customer Service: [전화번호 입력 필요]
• Business Hours: [운영시간 입력 필요]
• Website: starglow.io
• Telegram: @starglow_official_chat