Return and refund policy 

(Updated on 2025.01.16)

REFUND POLICY

• Most of our products are pre-order products, which means that we order the item after you place an order. Once you have placed an order through the website, we start to process it-ordering, packing, shipping, etc.

• If you would like to cancel your order for whatever reasons, you must reach out to us at soomwish@gmail.com in 24 hours. In this case, we will charge an administration fee to cover the cost of our merchant provider penalties and time. This amount (4.5% of the entire order amount) will be deducted from the amount that you are refunded. Please note that you may also be charged a fee from your card provider for refunds.

• Refund or reshipment will NOT be made if the delivery was failed due to incorrect address provided during the order process.

• We assume that you are of legal age or, if you are a minor, that you have the consent of your legal guardian/representative to purchase products on this website. In the event of any problems arising from purchases made by minors without the consent of a legal representative or similar, returns and refunds will not be accepted under any circumstances.

• We are not responsible if the package is discarded or returned to us because you didn't pay customs taxes in your country. Refunds are NOT available in this case. Please check your country's laws regarding import taxes and duties. If you wish to have it reshipped to you, you will need to pay for extra shipping costs required.

• Cancellation/Change must be requested immediately after you receive a confirmation email for your order. We may not be able to make any changes to your order if your order is already under processing. Any changes can only be made when your order is still unfulfilled and is not under processing. 

• Once the order has a tracking number assigned, we cannot cancel or refund the order.

• Exchanges and refunds due to defective goods or missing components are available under the following conditions. If the conditions below are met, we will provide you with a partial or full refund, depending on the extent of the defect or omission, or a replacement.

• No more than 3 days have passed since the arrival of the package.

• Returns must be approved by SOOMWISH before shipment

• You have documented video footage taken from the moment you open the package (you should be filming right before you open the package, with the shipping label still intact)

• Returned items must be in original condition, and contain both the original parts and packaging

• The initial defect or missing component is obvious and not due to your own fault.

• Returns should be sent postpaid if the reason for returning is not from damaged (defective) merchandise. (Exchanges will be made after the original product is returned and examined, and after the re-shipping fee is paid.)

• The returning shipping fee will only be reimbursed when the return or exchange is a result of our error or damaged (defective) merchandise and when only the fee does not exceed 50% of the total amount of the product. 

• A shipping fee will be deducted from your refund and will only be refunded when the return is a result of our error or damaged merchandise. 

• If the above conditions are met, we will provide you with a partial or full refund, depending on the extent of the defect or omission, or a replacement with a new product.

✔ ** If the products are damaged during shipment, you must take detailed photos of the outer box with the shipping label still intact, along with photos of the damaged product and send them to us via email.

*For DAMAGED, DEFECTIVE, or MISSING MERCHANDISE

• Contact us immediately after you received the parcel. 

•  Make sure you do not throw out the package (outer box), bubble wraps, and the packing slip which will be required for the investigation. 

• Any quantity problem of product or package (ex. missing item), contact us with the UNBOXING VIDEO PROOF; pictures or any other proofing formats will not be accepted. 

✔ HOW TO RETURN:

To make a return request, please contact us within 10 days of delivery. In your message, please include your order number, the products you wish to return, and why. Once we approve your request, we will supply you with our returns address.

Note: COKODIVE is not responsible for lost, stolen, or damaged shipments for returning packages. If this worries you, a tracking number and insurance would be a good investment.

 

✔ AFTER RETURN:

Once your return is received, we will examine and process your refund. From here, we will either accept or reject your return and email you with our decision. If we have determined that your return meets the requirements above, you will be refunded

- FULLY, if the return was a result of our error. 

- PARTIALLY (shipping costs deducted), if the return was NOT a result of our error.  

Note: Any items that were bought discounted or through promotions are not eligible for refunds.

 

PRE-ORDER ITEMS (if applicable)

If your order consists of items that have a specific date of shipping in the future stated in the product description, eg (This product is on pre-order and will start shipping after 13th June 2023.), cancellation or refund requests will NOT be accepted. This applies even to emails or messages made within 24 hours.

 

POP-UP STORE ITEMS (if applicable)

• If your order consists of items that are being sold at an offline pop up store in Korea, cancellation or refund requests made before the closing of the pop up store will NOT be accepted. This is due to the time needed to travel to the store to secure the items.

• In the case that we cannot manage to secure the item by the time the pop up store closes, we will send you an email regarding the situation and arrange for an order cancellation and refund.

SALE ITEMS (if applicable)

Only regular priced items may be refunded/cancelled. Unfortunately, items on sale cannot be refunded/cancelled.

 

EXCHANGES (if applicable)

• We only replace items if they are defective or damaged right upon receiving the package.

• To request for an exchange or refund, you will need to reach out to us at soomwish@gmail.com

• You will be required to show us proof of the damaged/defective product before we can provide you with more instructions.

• It is recommended to take a video before you open the package you received from us.

✅  Please note that international shipping is expensive and involves many custom fees for some countries, therefore, we recommend you to check your cart and the shipping information carefully to avoid cancellation and return requests otherwise you will need to pay round trip shipping fees and possible customs fees.