Return & Exchange Policy
Upon receiving your order, please check the products as soon as possible. We recommend taking photos or videos during the unboxing process to protect your rights.
According to consumer protection regulations, customers are entitled to a 7-day inspection period (including weekends and holidays) after receiving the product.
Please note that the inspection period is not a trial period.
The inspection period begins the day after the product is delivered. If the package is received by a building manager or concierge, the inspection period begins the day after the manager signs for the package.
Returned products must meet the following conditions:
Products must be unused and unopened
No damage caused by non-manufacturing factors
The original packaging must be kept intact (including outer packaging, boxes, bags, and included materials)
Returns cannot be accepted if the original packaging is incomplete or damaged.
If an incorrect product is ordered due to personal error, returns are accepted but exchanges will not be provided.
Non-Returnable / Non-Exchangeable Items
The following items are not eligible for return or exchange:
Personal hygiene products
Once opened or used, these items cannot be returned or exchanged.Opened products
Unless the product itself is defective upon opening, opened items are not eligible for return.Damaged or incomplete items
Products that have been altered, damaged, or are missing accessories by the customer will not be accepted.
Return & Exchange Process
Step 1 — Contact Us
Please contact us through one of the following channels:
Email: exo@drt-exo.com
LINE: @511cjywl
Website Customer Service: 10:00–18:00
Please provide the following information:
Name of the order recipient
Contact phone number or email
Order number
Description of the issue with supporting photos
Our customer service team will contact you as soon as possible.
Step 2 — Prepare the Product
Please pack the following items together:
Product
Accessories
Invoice
Original packaging (box, bag, etc.)
Any included documentation
If your order included promotional gifts, and the return causes the order to no longer meet the promotion requirements, the gifts must also be returned.
Please ensure all items are returned in complete and original condition. Additional charges may apply if items are damaged.
Step 3 — Return Confirmation
Once we receive the returned product and confirm the contents are correct, we will proceed with the refund or exchange process.
Refund Policy
If the returned order no longer qualifies for free shipping promotions, the original shipping fee will be deducted from the refund amount.
If the exchange is due to product defects or incorrect items, the shipping cost will be covered by our company.
Returns:
After the returned product is confirmed, the refund will be processed according to the original payment method.
Exchanges:
If the exchanged product has a lower value than the original purchase, the price difference will be refunded.
Refund Methods
Credit Card Payments
After the return is confirmed, the refund will be issued directly to the original credit card account.
Cash / Cash on Delivery Payments
After the return is confirmed, the refund will be transferred to the bank account you provide.
⚠️ Once a return request is approved and the return process is completed, refunds will typically be processed within 10 business days according to the original payment method.
