Refund Policy

At Elmucha, we want you to be completely satisfied with your purchase. Please review our policy below regarding returns and refunds.

 

Return Window

We offer a 7-day return policy. You have 7 days after receiving your item to request a return or refund.

Pro Tip: Please inspect your order upon delivery. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and make it right.

 

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be in the same condition that you received it—unused.

  • Packaging: All original packaging (seals, plastic wrap, boxes, etc.) must be unopened and intact.

  • Proof of Purchase: You must provide a receipt or valid proof of purchase.

  • Defects: Returns are always accepted for product issues such as faulty containers, leaks, or transit damage.

Items Not Eligible for Return

We cannot accept returns for:

  • Items that have been opened or had their seals broken.

  • Products that have already been used.

  • Items damaged by the customer that are no longer in sellable condition


Important Notes on Refunds & Shipping

Refunds for "Change of Mind"

If you choose to return an item for any reason other than a confirmed manufacturing defect (e.g., "no longer wanted" or "ordered by mistake"), all shipping fees are non-refundable. This includes the original shipping cost paid at checkout and the cost of return shipping to our facility.

Quality Verification for Defects

If you receive a product that you believe is defective, damaged, or leaked due to a company error, you must provide video evidence of the issue. This allows our Quality Assurance (QA) team to inspect the defect digitally. Once our QA team verifies the error, we will move forward with your claim. Please note that the final decision on whether an item is classified as "defective" rests with our QA department after reviewing your footage.

 

How to Start a Return

To start a return, please contact our support team:

  • Email: info@elmucha.com

  • Phone: +82-31-5175-6785

The Process:

  1. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.

  2. Note: Items sent back to us without first requesting a return will not be accepted.

 

Refunds

Once we receive and inspect your return, we will notify you via email regarding the approval of your refund.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.

  • Follow-up: If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@elmucha.com.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not offer direct exchanges unless the original item is defective or damaged.