Refund policy

At Onyu, every product is sourced directly from South Korea after your order is placed. This allows us to provide authentic Korean skincare with fresher inventory and longer shelf life.

Return Policy

For hygiene and safety reasons, skincare and cosmetic products cannot be returned once delivered.

Returns will only be accepted if:

  • You receive a damaged product.
  • You receive the wrong product.
  • The product is missing from your order.

To request a return, please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the product and packaging
  • An unboxing video recorded from the moment the package is opened (mandatory for damage, missing, or incorrect product claims)

Requests submitted without an unboxing video may not be eligible for approval.

Exchange Policy

We do not offer exchanges for:

  • Change of mind
  • Skin suitability
  • Allergic reactions
  • Incorrect product selection by the customer

If an exchange is approved due to a damaged or incorrect item, the replacement will be shipped from South Korea. As our products are imported, the replacement process may take 2–4 weeks, depending on customs clearance and shipping timelines.

Refund Policy

Refunds are only issued if:

  • The ordered product is unavailable.
  • We are unable to provide a replacement for an approved damaged or incorrect item.
  • Your order is cancelled before it has been dispatched from South Korea.

Approved refunds will be processed to the original payment method within 5–10 business days after approval. Processing times may vary depending on your bank or payment provider.

Important Information

  • All products sold on Onyu are 100% authentic and sourced directly from South Korea.
  • Products are shipped with fresh manufacturing batches whenever available and always have a valid shelf life suitable for use.
  • Minor differences in packaging due to manufacturer updates do not qualify for a return or refund.
  • Shipping fees, customs charges (if applicable), and payment gateway charges are non-refundable unless the error is caused by Onyu.
  • Onyu reserves the right to refuse refund or exchange requests that do not meet the above conditions.