International Shipping, Returns & Refund Policy
Effective Date: September 15, 2026
This Policy applies only to orders placed directly through celldam.com. CELLDAM LAB is operated by KUBER SCIENCE CO., LTD. Purchases made through third-party retailers or marketplaces are subject to the return and refund policy of the applicable seller. “Business Days” means Monday through Friday, excluding public holidays in the Republic of Korea.
This Policy explains how international orders are processed, shipped, tracked, cleared through customs, returned, and refunded. If mandatory consumer protection laws in your country or region provide greater rights than this Policy, those laws will prevail.
• Orders are processed and shipped from our fulfillment center in the Republic of Korea.
• After payment and order confirmation, orders are generally prepared for shipment within 1–3 Business Days.
• Processing may take longer during weekends, public holidays, promotional periods, high order volumes, stock verification, payment review, or other operational circumstances.
• If an item becomes unavailable after your order is placed, we will notify you promptly and issue a refund or take other action as required by applicable law and the relevant payment method.
• If you wish to cancel an order or change an item, quantity, or shipping address, please contact CELLDAM LAB Customer Support as soon as possible.
• Once packing or fulfillment has begun, cancellation or modification may no longer be possible.
• Address changes cannot be guaranteed after dispatch. If incorrect shipping information provided by the customer causes a return or re-shipment, the customer may be responsible for the resulting costs to the extent permitted by applicable law.
• Nothing in this section limits any mandatory cancellation or withdrawal rights available under applicable consumer law.
• Our primary international carrier is DHL Express. Other international carriers may be used depending on the destination and shipping conditions.
• Estimated transit time after dispatch is generally approximately 4–8 Business Days, depending on the destination. This is an estimate and not a guaranteed delivery date.
• The 1–3 Business Day order-processing period is not included in the estimated transit time above.
• Actual delivery time may vary due to destination, customs clearance, local carrier conditions, weather, public holidays, and other circumstances beyond our reasonable control.
• Shipping charges are displayed at checkout based on the destination, package weight, and order details.
• Once your order has been shipped, we will provide shipping confirmation with a tracking number.
• It may take some time for tracking information to appear in the carrier’s system.
• Tracking updates may temporarily pause while the shipment is in international transit or undergoing customs clearance.
• If the carrier or customs authority requests additional information or documents for clearance, the recipient is expected to provide reasonable cooperation.
• Unless taxes and duties are expressly stated as included at checkout, the recipient is responsible for customs duties, import taxes, VAT, clearance fees, and other local charges imposed by the destination country.
• Customers are responsible for checking the destination country’s rules for importing cosmetics and any personal import limits before placing an order.
• If a parcel is returned because of unpaid duties, missing customs documents, refusal of delivery, or another customer-related reason, actual outbound shipping, return shipping, customs charges, storage fees, and other related costs may be deducted from the refund to the extent permitted by applicable law.
• Any duties or taxes already paid directly to customs or another government authority are subject to that authority’s refund rules. CELLDAM LAB cannot guarantee reimbursement of those amounts.
6.1 Change-of-Mind Returns
• You may request a change-of-mind return within 14 calendar days after delivery by contacting CELLDAM LAB Customer Support.
• Before sending a return, please notify CELLDAM LAB Customer Support so that we can provide the correct return address and instructions. Voluntary change-of-mind returns must follow these instructions. Nothing in this requirement makes any statutory right of withdrawal conditional on CELLDAM LAB’s prior approval.
• After receiving the return instructions, the item should generally be shipped back within 14 calendar days. If mandatory law provides a longer period or a different starting point, that law will apply.
• For change-of-mind returns, the product must be unopened and unused, with the product, retail box, seals, and included components kept in their original condition.
• Where permitted by applicable law, sealed cosmetic products that are not suitable for return for health or hygiene reasons may become ineligible for a change-of-mind return once opened or unsealed. This does not limit rights relating to defective, damaged, or incorrectly supplied products.
• The customer is responsible for international return shipping costs for change-of-mind returns. We recommend using a trackable shipping service.
• For voluntary returns that are not made under a statutory right of withdrawal, original outbound shipping charges are non-refundable. Where free shipping was provided, the actual outbound shipping cost may be deducted from the refund to the extent permitted by applicable law. If mandatory law requires reimbursement of outbound shipping, that law will apply.
6.2 Refund Processing
• Once the returned goods arrive at the designated CELLDAM LAB return location, we will inspect the items and confirm whether the return requirements have been met.
• If the return is approved, we will generally initiate the refund through PayPal to the original payment method used for the transaction within 3 Business Days after receiving the returned goods. If mandatory law requires a different timeframe, that law will apply.
• After CELLDAM LAB processes the refund through PayPal, the time for the refunded amount to appear depends on the payment method used through PayPal (such as a credit card, debit card, bank account, or PayPal balance) and the processing time of the relevant financial institution.
• If PayPal currency conversion applied to the original payment, the refunded amount may differ due to the exchange rate applied at the time of refund. Foreign transaction fees or other charges imposed by PayPal, card issuers, or financial institutions are outside CELLDAM LAB’s control and may be non-refundable unless applicable law requires otherwise.
6.3 Statutory Withdrawal Rights by Country/Region
• Customers in the EU/EEA, United Kingdom, and other jurisdictions may have separate mandatory cancellation, withdrawal, return, or refund rights under local law.
• Where a statutory right of withdrawal applies, rules concerning reimbursement of standard outbound delivery costs, return deadlines, and other procedures will be handled in accordance with the applicable law. Additional costs for an upgraded or express delivery option may not be refundable where the law allows.
• Where permitted by applicable law, an exception to the statutory right of withdrawal may apply after a customer unseals goods that are not suitable for return for health or hygiene reasons.
• If a manufacturing defect, transit damage, incorrect item, missing item, or quantity shortage is confirmed, we will provide an appropriate remedy, which may include re-shipment, replacement, partial refund, or full refund depending on the circumstances and applicable law.
• Please contact Customer Support as soon as reasonably possible, preferably within 7 calendar days after delivery. This recommended reporting period does not limit any statutory rights relating to defective goods.
• To help us review the issue quickly, please provide your order number, purchaser name, order email address, and clear photos showing the product, retail box, outer shipping carton, and shipping label where relevant.
• CELLDAM LAB will bear reasonable return or re-shipment costs where the issue is attributable to CELLDAM LAB or the carrier.
• Where necessary to assess product quality or safety, we may request additional information or arrange for the product to be returned for investigation.
• Customers are responsible for entering the correct recipient name, shipping address, postal code, telephone number, and email address before completing an order.
• If incorrect information or failure to respond to the carrier causes delay, return, storage charges, or additional shipping costs, the customer may be responsible for those costs to the extent permitted by applicable law.
• If a shipment is returned because of refusal of delivery, unpaid duties, or repeated failed delivery attempts, actual outbound shipping, return shipping, customs charges, storage fees, and other related costs may be deducted from the refund.
• If re-shipment is requested after the parcel is returned, additional shipping charges may apply.
• If a parcel is destroyed by customs or the carrier, or otherwise cannot be recovered because of a customer-related issue, a refund may be limited to the extent permitted by applicable law.
• Estimated delivery times may vary due to customs clearance and local delivery conditions and are not guaranteed.
• If tracking has not updated for an extended period or you suspect that a shipment is lost, please check the tracking number and contact the relevant carrier (including DHL, where applicable) or CELLDAM LAB Customer Support.
• Where appropriate, CELLDAM LAB may request a carrier trace or loss investigation. Carrier investigations may take additional time.
• If a carrier investigation confirms, or otherwise reasonably establishes, that the shipment is lost and the customer is not responsible for the loss, we will arrange a re-shipment or refund as appropriate.
• Delays caused by customs, weather, local public holidays, or other events beyond CELLDAM LAB’s reasonable control will be handled in accordance with the carrier’s investigation and applicable law. Nothing in this section limits any mandatory statutory delivery deadlines or remedies for delayed or non-delivery.
• Shipping may be unavailable for certain countries, regions, or products due to local cosmetic import rules, customs restrictions, international transport regulations, or carrier policies.
• If a destination country cannot be selected at checkout, shipping to that destination may not currently be supported.
• If a shipping restriction is identified after an order is placed, we may contact you and cancel the affected order or issue a refund as required by applicable law.
• Available destinations and shipping conditions may change based on local regulations and carrier availability.
• For returns, refunds, or shipping inquiries, please provide your order number, purchaser name, order email address, and any relevant photos or tracking information.
• Please notify Customer Support before sending a return and use the return address and instructions provided. Collect-on-delivery or freight-collect returns may be refused unless agreed in advance, except where CELLDAM LAB has instructed that method for a return attributable to CELLDAM LAB.
• Operator / Contact Address: KUBER SCIENCE CO., LTD., 4-203, 204, 208, 209, 42-10 Taejanggongdan-gil, Wonju-si, Gangwon State, Republic of Korea (This is not the return address. Please use only the return address provided by Customer Support.)
• Customer Support Email: contact@kuberscience.com
• Phone: +82 70-8825-5253
• Customer Support Hours: Monday–Friday, 10:00 AM–5:00 PM Korea Standard Time (KST, UTC+9); Saturday–Sunday: Closed.
• This Policy may be updated to reflect changes in law, carrier policies, or business operations. Unless otherwise required, the version posted at the time of your order will apply to that order, subject always to mandatory consumer protection laws.
• You do not have to use this form if applicable law allows you to withdraw by another clear and unequivocal statement.
• To: CELLDAM LAB / KUBER SCIENCE CO., LTD.
• Address: 4-203, 204, 208, 209, 42-10 Taejanggongdan-gil, Wonju-si, Gangwon State, Republic of Korea
• Email: contact@kuberscience.com
• I hereby give notice that I withdraw from my contract of sale for the following goods:
• Order Number: ____________________
• Ordered on / Received on: ____________________
• Product(s) and Quantity: ____________________
• Customer Name: ____________________
• Customer Address: ____________________
• Email: ____________________
• Signature (only if submitted on paper): ____________________
• Date: ____________________