Refund policy

Last updated: 6 October 2026

This Refund Policy explains how cancellations, returns and refunds work for orders placed on lab.hansolbio.com (the "Store"), which is operated by HANSOL BIO Co., Ltd. ("Hansolbio", "we", "us"). It forms part of our Terms of Service and applies together with our Shipping Policy.

1. What you pay for

  • Samples are free. Each formula you request is supplied as one sample kit of 5 bottles of 7–10 ml.
  • You pay a handling and packing fee of US$20 per formula, plus shipping. Both amounts are shown at checkout before you pay. The same US$20 per formula applies to K-Beauty Expo 2026 shortlists.
  • Production orders are not sold on the Store. Cancellations, claims and refunds for production orders are governed only by the written quotation or manufacturing agreement for that order.

2. Cancellation before dispatch

You may cancel an order at any time before it is dispatched, meaning before the parcel is handed to the carrier. Email sales@hansolbio.com with your order number. We will refund the handling and packing fee and the shipping charge in full.

We may also cancel an order before dispatch and refund it in full if we cannot ship it, for example because:

  • the destination is one we do not ship to (see our Shipping Policy);
  • the order contains a fragrance (perfume) sample, which we do not currently ship;
  • we cannot confirm the delivery address or contact the recipient; or
  • a carrier, customs authority, sanctions rule or destination regulation prevents shipment.

3. After dispatch

Samples are evaluation goods supplied so that you can assess a formula. Once an order has been dispatched, samples cannot be returned and the handling and packing fee and the shipping charge are not refundable, except as set out in sections 4 and 6.

4. Wrong, missing or damaged items

  • If you receive a wrong item, an item is missing, or an item arrives damaged, tell us at sales@hansolbio.com within 5 calendar days of delivery. Include your order number, a short description and photos of the outer packaging, the shipping label and the affected items.
  • Once we have confirmed the problem, we will either send a replacement of the affected items at no additional cost or refund the handling and packing fee for each affected formula, together with the shipping charge where the whole parcel is affected.
  • Please keep the parcel and packaging until we confirm that your claim is closed. Do not send items back unless we ask you to; if we ask, we will arrange and pay for the return.
  • If you are a consumer, the statutory periods in section 6 also apply.

5. Undeliverable or refused parcels

If a parcel is returned to us because it could not be delivered (for example because of an incorrect or incomplete address or phone number) or because delivery was refused, including where destination duties, taxes or brokerage fees were not paid, the handling and packing fee and the original shipping charge are not refunded. We will contact you to either re-dispatch the order, with new shipping charged to you, or close the order. The carrier's return costs may be deducted from any amount we refund to you.

6. Consumer rights

The Store is intended for business buyers. If you nevertheless buy as a consumer, the mandatory rights below apply and prevail over this policy.

Consumers in the Republic of Korea

  • Under Article 17 of the Act on the Consumer Protection in Electronic Commerce, you may withdraw your order within 7 days of receiving the written contract details (including the order confirmation email), or, if the samples reach you later, within 7 days of receiving them.
  • Withdrawal is not available where the samples have been lost or damaged for a reason attributable to you (opening the outer packaging only to check the contents does not count), or where your use or partial consumption of a sample has substantially decreased its value.
  • If you withdraw, you pay the cost of returning the samples and we will not charge any penalty or damages. We refund the amount you paid within 3 business days of receiving the returned samples. Where you paid through a payment provider such as PayPal, we ask the provider without delay to cancel the charge.
  • If the samples differ from their description or from the contract, you may withdraw within 3 months of receiving them, or within 30 days of the date you knew or could have known of the difference. In that case we pay the return costs.
  • You may also apply for redress to the Korea Consumer Agency under the Framework Act on Consumers.

Consumers in other countries

Nothing in this policy limits rights that the law of your country of residence gives you as a consumer and that cannot be excluded by contract.

7. How refunds are paid

Refunds are made to the original payment method used at checkout, in the currency in which you were charged. The time it takes for a refund to appear depends on your payment provider. For consumers in Korea, the time limits in section 6 apply.

8. Contact

HANSOL BIO Co., Ltd.

  • Address: Halla SigmaValley 911, 910, 102, 545 Dunchon-daero, Jungwon-gu, Seongnam-si, Gyeonggi-do 13215, Republic of Korea
  • Email: sales@hansolbio.com
  • Phone: +82 70 7774 0702
  • Fax: +82 31 701 9603
  • Business registration number: 129-86-75617
  • Mail-order business report number: No. 2019-Seongnam Jungwon-0641