3. REFUND AND RETURN POLICY
3.1. Nature of Our Service
HANGUKVERSE (PRODUCT BY LUMANTARA LTD) operates with print-on-demand (POD) services such as Printful (All countries except India) and Printrove (India). This means:
- Products are manufactured specifically for you after you place your order
- Items are custom-made and personalized to your specifications
- Production begins immediately upon order confirmation
- We do not hold inventory or produce items in advance
Due to the custom nature of our products, our refund and return options are limited as outlined below.
3.2. When Refunds ARE Available
We will provide a full refund or replacement in the following circumstances:
3.2.1. Defective or Damaged Products:
- Item arrives damaged, defective, or unusable
- Manufacturing defects (misprints, incorrect colors, poor quality)
- Damage during shipping
3.2.2. Incorrect Items:
- Wrong product delivered
- Wrong size, color, or design from what you ordered
- Missing items from your order
3.2.3. Non-Delivery:
- Item not received within promised timeframe (after reasonable shipping delays)
- Lost or undeliverable packages (subject to investigation)
3.2.4. Our Error:
- We made a mistake in processing your order
- Printing error or quality issue on our end
- Order duplicated due to technical error
3.2.5. Unauthorized Transactions:
- Fraudulent or unauthorized charges to your account
To Claim These Refunds:
- Contact us within 7 days of delivery (or expected delivery date for non-delivery)
- Provide order number, photos of defective/incorrect items, and description of issue
- Email: fans@hangukverse.com
3.3. When Refunds Are NOT Available
Due to the custom, made-to-order nature of our products, we cannot offer refunds for:
3.3.1. Change of Mind:
- You no longer want the item
- You ordered the wrong size/color (customer error)
- You changed your mind about the design
3.3.2. Buyer's Remorse:
- You found a better price elsewhere
- You decided you don't like the design after ordering
3.3.3. Minor Variations:
- Slight color differences due to screen display variations
- Minor size variations within industry standards (±1-2cm)
- Small design placement differences inherent to printing process
3.3.4. Fit or Style Preferences:
- Item doesn't fit as expected (unless sizing chart was incorrect)
- You don't like how it looks on you
- Style or comfort preferences
3.3.5. Items Already Produced:
- Once production has begun, orders cannot be cancelled
- Production typically begins within 24-48 hours of order
3.4. EU/UK Consumer Rights (14-Day Cooling-Off Period)
Important Notice for EU and UK Customers:
Under EU Consumer Rights Directive and UK Consumer Contracts Regulations, you normally have the right to cancel within 14 days. However, this right does NOT apply to:
Goods made to the consumer's specifications or clearly personalized, which are exempt from the right of withdrawal
Because our products are:
- Custom-made to your specifications
- Personalized with your chosen designs
- Manufactured specifically for your order
The 14-day cooling-off period does not apply to most of our products.
You DO still have the right to:
- Refund/replacement for defective or faulty items
- Refund if items are not as described
- Refund for non-delivery
- All other statutory consumer rights under EU/UK law
Exceptions:
- Non-personalized, standard catalog items (if any) ARE eligible for 14-day returns
- We will clearly mark which products qualify for standard returns at time of purchase
3.5. Refund Request Process
Step 1 - Contact Us:
Email fans@hangukverse.com within 7 days of delivery with:
- Order number and date
- Clear description of the issue
- Photos showing defect, damage, or incorrect item (minimum 2 photos)
- Your preferred resolution (refund or replacement)
Step 2 - Review:
We will review your request within 3-5 business days and may request additional information or photos.
Step 3 - Approval/Denial:
You will receive our decision via email. If approved:
- Replacement: We will produce and ship a replacement at no cost
- Refund: We will process a full refund to your original payment method
Step 4 - Return (If Required):
For some claims, we may require you to return the defective item:
- We will provide a prepaid return label (you don't pay return shipping)
- Item must be returned within 14 days of receiving return authorization
- Refund processed upon receipt and verification
3.6. Refund Processing Timeline
Once approved:
- Refund Authorization: Within 5 business days of claim approval
- Refund Processing: Within 5-10 business days after authorization
- Credit to Your Account: 3-10 business days (depends on your bank/card issuer)
EU/UK: Refunds processed within 14 days of receiving returned goods (where applicable)
3.7. Partial Refunds
We may offer partial refunds when:
- Only part of a multi-item order is defective
- Item has minor defects but is still usable (with your agreement)
- Compromise solution is mutually acceptable
3.8. Order Cancellations
Before Production Starts (Within 24-48 hours):
You may cancel for a full refund by contacting fans@hangukverse.com immediately. We will attempt to stop production, but cannot guarantee cancellation once manufacturing begins.
After Production Starts:
Orders cannot be cancelled or refunded (except for defects, errors, or non-delivery as described in 3.2).
3.9. Chargebacks and Payment Disputes
If you initiate a chargeback or payment dispute:
- We will provide evidence of order fulfillment to your payment provider
- Your account may be suspended pending investigation
- Fraudulent chargebacks may result in account termination
Please contact us first before disputing charges - most issues can be resolved more quickly through our refund process.
3.10. Regional Specific Provisions
India: Refunds comply with Consumer Protection Act, 2019 and RBI guidelines.
US: Refunds comply with applicable state consumer protection laws and FTC regulations.
Important: Nothing in this policy limits your statutory consumer rights under the laws of your country of residence.
