Refund policy

Thank you for choosing hanpick. As a wholesale platform specializing in K-pop products, our return and refund policies are structured to reflect the unique nature of the industry. Please read the following terms carefully before placing your order.

1. Pre-order Items (Definition & Policy)

Due to the nature of the K-pop industry, many products are sold through a Pre-order system.

Concept: Pre-order items are products purchased before their official release date. We secure the quantities from manufacturers or official distributors based on the specific number of orders received during the pre-order period.

Strict Non-Refundable Policy: Once the pre-order period ends or the payment is completed, cancellations, returns, or refunds for pre-order items are strictly prohibited. This is because these orders are specially allocated and cannot be cancelled with our suppliers.

2. General Policy (All Sales Are Final)

As a B2B wholesale store, we do not accept returns, exchanges, or refunds for a simple change of mind. This policy applies to all in-stock items as well as pre-order products to ensure we can provide the most competitive wholesale pricing to our partners. All sales are considered final once payment is confirmed.

3. Order Cancellations & Modifications

After Payment: Once the final payment (e.g., bank transfer) is completed, order cancellations are not permitted under any circumstances.

Modifications: Changes to items or quantities are not allowed after payment processing. We strongly recommend a final review of your order details before completing the transfer.

4. Damages, Defects, and Missing Items (Claims)

We thoroughly inspect and pack all orders before dispatch. However, if you receive items that are defective, damaged during transit, or missing, you must submit a claim within 14 days of receiving your shipment.

How to File a Claim:

1. Submit via C/S Page: Please file a formal report using the [C/S] button located at the bottom (footer) of our website.

2. Provide Details & Video Link: When submitting your claim, please select the specific reason and include a link to your unboxing video in the description (e.g., via Google Drive, YouTube unlisted link, etc.).

3. Mandatory Requirement (Unboxing Video): A continuous, unedited unboxing video is mandatory for all claims. You must record the video from the exact moment you begin opening the sealed shipping box to verify the condition and quantity of the items. Claims without clear video evidence cannot be processed for replacements or refunds.

5. Exceptions / Non-Returnable Items

Outer Case Damage: Minor scratches, dents, or discoloration on the outer case/box of K-pop albums or merchandise are not considered defects, as the outer case is designed solely to protect the inner goods.

Opened Items: Products that have been opened or have their original plastic shrink-wrap removed are not eligible for claims.

POBs & Posters: Free pre-order benefits (POBs) or posters are subject to availability, and minor damages to these items are not eligible for compensation.

6. Return & Refund Process (If Approved)

If a claim is approved:

We may offer a partial refund, store credit, or send a replacement item with your next shipment, depending on the situation.

Approved refunds will be processed to your original payment method or issued as store credit within 10 business days.

7. Contact Information

General Inquiries: cs@hanpick.com
Claims & Issues: Please use the [C/S] page link at the bottom of our website.