1. Order Cancellation

1.1 Cancellation Before Shipment

Customers may request cancellation within 1 hour of placing the order, provided the order has not already entered the processing or shipment stage.

After the 1-hour cancellation period, cancellation may not be possible because the order may have already entered the international fulfillment and shipping process.

For urgent cancellation requests, please contact Customer Support immediately. Cancellation cannot be guaranteed once the order has been processed or shipped.

1.2 Cancellation After Shipment

Once an order has been dispatched from Korea or handed over to the international courier/logistics provider, the order cannot be cancelled.

As the product is shipped directly from Korea, customers are advised to carefully verify the product, quantity, delivery address, and other order details before completing payment.

Refusing delivery after shipment does not automatically qualify the customer for a refund.

2. Direct Shipment & Delivery Timeline

All applicable products are shipped directly from Korea to the customer's delivery address.

Estimated Delivery Time

The estimated delivery period is:
15–20 business days from the date the order is confirmed and all required KYC information has been received and verified.

This is an estimated delivery period and may be extended due to circumstances beyond our reasonable control, including:

• International shipping delays
• Customs clearance
• Import procedures
• Government or regulatory inspections
• Courier or logistics delays
• Public holidays
• Incorrect or incomplete customer information
• Force majeure events
• Delays caused by authorities in the destination country

Customers are requested to allow additional time where customs clearance or other regulatory procedures cause delays.

3. Mandatory KYC Verification

Because orders are shipped directly from Korea, KYC/identity verification may be required before shipment.

Customers may be required to provide a valid government-issued identification document, such as an ID card, passport, or other legally acceptable identification document.

KYC information may be used for:

• Identity verification
• Customs and import documentation
• Shipment processing
• Regulatory compliance
• Fraud prevention
• Transaction verification

Customers must provide accurate and valid information when requested.

Failure to provide the required KYC information may result in the order being delayed, suspended, or cancelled.

4. No Return Policy

All sales are final and returns are not accepted.

Because the products are shipped directly from Korea through an international fulfillment process, customers cannot return products simply because they have changed their mind, ordered the wrong product, no longer require the product, or are dissatisfied with the product after delivery.

Customers are therefore strongly advised to carefully review the product information, quantity, shipping address, and order details before completing their purchase.

This no-return policy does not limit any rights or remedies that may be required under applicable law.

5. Refund Policy

Although returns are not accepted, refunds may be issued in eligible circumstances in accordance with this policy and applicable law.

A refund may be considered where, for example:

• The order was not successfully fulfilled due to an issue attributable to us.
• The wrong product was dispatched by us.
• The product is confirmed to have a manufacturing defect or other qualifying issue.
• The shipment is confirmed to be lost in transit and cannot be delivered.
• A refund is otherwise required under applicable law.

Refund eligibility will be determined after reviewing the order, shipment information, supporting documentation, and the circumstances of the claim.

Change-of-Mind Refunds

Refunds are not provided for change-of-mind requests, incorrect orders made by the customer, or refusal to accept delivery after shipment, except where a refund is required by applicable law.

Refund Processing

Where a refund is approved, the refund will be initiated through the applicable payment method.

The time required for the refund to appear in the customer's account depends on the payment provider, bank, card issuer, or other financial institution.

6. Damaged, Defective or Incorrect Products

If you receive a product that appears to be damaged, defective, incorrect, or materially different from the product you ordered, please contact Customer Support as soon as possible after delivery.

To enable us to properly investigate your claim, you may be required to provide:

1. Order ID
2. A detailed description of the issue
3. Clear photographs or video of the product and its packaging
4. Photographs showing the product label, model number, serial number, or other identifying information, where applicable
5. Any additional information reasonably requested by our support team

AI-Assisted Verification

For the purpose of reviewing damage, defects, product identity, packaging condition, or whether the product received corresponds to the product ordered, we may use automated systems, including AI-assisted image or information analysis, as part of our verification and fraud-prevention process.

AI-assisted tools may be used to help identify apparent damage, product discrepancies, packaging issues, or other irregularities based on the information and images submitted by the customer.

AI-assisted analysis does not by itself determine a customer's entitlement to a refund. Our team may review the submitted information and supporting evidence before making a final determination regarding refund eligibility.

Where necessary, we may request additional photographs, videos, documentation, or other evidence to verify the claim.

Our team will review the claim and determine whether the reported issue qualifies for a refund or other appropriate remedy under this policy and applicable law.

Customers must not dispose of, alter, repair, modify, or materially change the product or its packaging before the claim has been reviewed, where retaining the product is reasonably possible.

Submitting false, manipulated, misleading, or AI-generated evidence in connection with a refund claim may result in the claim being rejected and may lead to further action where appropriate.

7. Customs, Duties & Import Requirements

International shipments may be subject to customs clearance, import requirements, taxes, duties, or other charges imposed by the destination country.

Customers are responsible for providing accurate delivery and identification information and complying with applicable import requirements.

Delays caused by customs authorities, government inspections, incomplete documentation, or incorrect information provided by the customer may extend the estimated delivery period.

8. Important Customer Acknowledgment

By placing an order, the customer acknowledges and agrees that:

• Products are shipped directly from Korea.
• Estimated delivery is 15–20 business days, subject to possible delays.
• KYC verification may be required before shipment.
• A valid government-issued ID may be required for KYC and shipment processing.
• Returns are not accepted.
• Refunds are available only in eligible circumstances as described in this policy or where required by applicable law.
• Change-of-mind requests generally do not qualify for a refund.
• Refusing delivery after shipment does not automatically qualify for a refund.
• Customers are responsible for providing accurate delivery, KYC, and customs information.
• AI-assisted systems may be used as part of the verification process for product damage, defects, discrepancies, and fraud prevention.

9. Customer Support

For questions regarding your order, KYC verification, delivery, cancellation, or refund request, please contact our Customer Support team.

Customer Support
📧 Email: tft@thefirstteam.co.kr
📞 Phone / WhatsApp: +82 [Insert Complete Number]
🕒 Business Hours: Monday–Saturday, 10:00 AM–6:00 PM KST

We recommend contacting us as soon as possible if you experience any issue with your order.

10. Applicable Law

This policy is subject to applicable laws and regulations.

Nothing in this policy is intended to exclude or restrict any mandatory consumer rights or legal remedies that cannot legally be excluded or restricted.

Where applicable law provides a customer with rights that differ from this policy, those mandatory legal rights shall prevail.