취소하기

주문 취소를 원하실 경우 연락 방법 페이지에 나온 이메일 주소 cskr@StrawberryNET.com 이나 전화 연락을 통해 취소 요청을 하실 수 있습니다. 취소 요청을 접수, 확인한 후에 물류 센터에 주문 취소 요청을 하게 되나, 대부분의 경우 이미 발송이 완료되어 취소를 해드리지 못하는 경우가 많은 점 고객님의 양해를 부탁드리며, 이 경우 고객님께 수취거부 안내를 해드리고 있으며, 수취거부는 별도의 우편 요금 부담없이 자동 반송처리가 가능한 방법입니다.

반품

상품에 대해 100 % 만족하지 않으시면 수령 후 30 일 이내에 이메일로 알려주시기 바랍니다. 고객 서비스팀에서 승인한 후에만 반품이 진행됩니다.

*규제 요건 및 안전 고려 사항으로 인해 향수 품목은 위험물로 분류되어 반품이 불가능합니다. 향수 제품을 위험물로 분류하는 것은 운송 및 배송 규정에 따릅니다. 이는 향수나 코롱과 같은 인화성 또는 잠재적으로 휘발성이 있는 물질을 포함하여 위험하다고 간주되는 특정 품목의 반품을 제한하는 규정입니다. 본 정책은 고객, 배송직원, 일반 대중의 안전을 보장하기 위해 마련되었습니다.

스트로베리넷은 이전에 제품을 이미 사용해 보신 고객을 위주로 제품을 판매하고 있으며, 스킨 케어나 메이컵 제품의 경우 이전에 제품과 색상 테스트를 해보셨거나 향수 제품은 이미 시향을 해보신 고객들을 대상으로 판매하고 있습니다. 만일 제품 선택을 잘못하신 경우나 변심의 경우에도 반품은 가능하나, 이 경우 제품은 개봉 및 사용을 하지 않고, 포장이나 제품 원상태가 그대로 보존된 상태에서, 고객님의 우편 요금 부담으로만 반품이 가능한 점 양해해 주십시오.

만일 제품이 저희 잘못으로 배송 중 손상되었거나 변질되었다면, 반품시 우편 요금과 제품 대금을 환불 처리를 해드립니다.

DHL 익스프레스 및 아라멕스 익스프레스 주문의 경우, 주소 입력이 잘못 되었거나 배송일에 수취인과 연락이 되지 않으면 배송이 실패한 것으로 간주되며 반품됩니다. 반품하는 데 지불된 배송비는 환불되지 않으며 배송비를 제외한 금액이 원래 결제 수단으로 환불됩니다.

향수 제품을 주문하실 때는 특히 주의해 주시기 바랍니다. 향수 제품은 변심으로 인한 반품이 불가능하며, 이는 국제 항공 운송 규정에 따라 일반 항공 우편을 이용한 운송이 금지되어 있기 때문입니다.

반품하신 제품의 신속한 처리를 위해서는 아래 사항을 적은 메모를 반드시 동봉해 주셔야 합니다:

 

• 배송 노트나 주문 번호 (주문 번호를 모르실 경우 주문시 사용하신 이메일 주소)
• 반품 전 고객 서비스 센터와 주고 받은 메일 내용을 프린트한 것
• 반품 사유

 

반품 과정 중 제품의 손상을 막기 위해 안전하고 튼튼한 포장을 해주시기 부탁드립니다. 반품하신 제품의 분실을 방지하고, 배송 추적을 위해 일반 항공 등기 우편으로 보내주실 것을 권장해 드립니다.

신용카드로 결제한 경우, 주문에 대해 결제한 총 금액만큼만 환불됩니다.

미수령 및 패키지 분실 클레임

패키지 미수령 또는 패키지 분실에 대한 모든 청구는 운송업체가 배송 상태를 "배송됨"으로 제공한 날로부터 14일 이내에 당사에 보고해야 합니다.

이 14일 기간을 통해 당사는 귀하를 대신하여 운송업체와 함께 배송을 신속하게 조사할 수 있습니다. 배송 상태로부터 14일 이후에 보고된 클레임은 배송업체에서 문제를 적절하게 조사하기 위해 시기적절한 클레임을 요구하므로 교체 또는 환불 대상이 아닐 수 있습니다.

청구서를 제출하려면 다음을 제공해야 합니다.

• 주문 번호
• 배송 주소
• 운송업체 추적별 배송 날짜
• 미수령 또는 분실 문제에 대한 설명

당사는 운송업체와 직접 협력하여 클레임을 조사할 것입니다. 배송업체는 검사를 위해 원래 포장을 모두 보관해야 할 수도 있습니다.

배송 상태 후 14일 이내에 청구서를 제출하지 않으면 해당 주문은 당사 기록에 따라 접수된 것으로 분류됩니다. 당사는 운송업체와의 계약에 따라 이 14일 기간이 지난 후에는 청구를 수락할 수 없습니다.

여러분의 협조와 이해에 감사드립니다. 다른 질문이 있으면 문의해 주세요.

StrawberryMART Merchant Orders

Customer Purchase and After-Sales Service Terms

Important Notice:
After receiving a StrawberryMART merchant order, customers should inspect the products within 7 days of receipt. If any product is damaged, incorrectly delivered, missing, inconsistent in quantity, has obvious quality issues, is materially inconsistent with the description, has expired, or if any coupon, redemption code or service cannot be used, customers must contact the StrawberryMART Customer Service Team within 7 days and provide the order number, problem description, product photos, packaging photos, delivery documents, or other relevant supporting evidence. StrawberryMART reserves the right not to accept any application submitted after the deadline or without sufficient supporting evidence.

1. Scope of Application

These Terms apply to all StrawberryMART merchant orders, including but not limited to products, coupons, redemption codes, or services provided, sold, shipped, delivered, redeemed, or fulfilled by third-party merchants.

If specific product pages, promotional pages, or order pages contain additional special terms, such special terms shall also apply.

2. Time Limit for Reporting After-Sales Issues

Customers should inspect the condition of the products and the order contents as soon as possible after receiving the products.

If a customer discovers any after-sales issue, including but not limited to the following, the customer must contact the StrawberryMART Customer Service Team within 7 days of receipt to submit an application:

• Damaged product;
• Incorrect product received;
• Missing product;
• Incorrect product quantity;
• Obvious product quality issue;
• Product materially inconsistent with its description;
• Expired product;
• Coupon, redemption code, or related service cannot be used.

If the customer fails to report the relevant issue within 7 days of receipt, StrawberryMART reserves the right not to accept the relevant after-sales application, unless otherwise specially approved by StrawberryMART or required by applicable law.

3. Information Required from Customers

To assist StrawberryMART and the relevant merchant in effectively verifying and handling after-sales cases, customers must provide complete, clear, and valid supporting information when submitting an after-sales application, including but not limited to:

• Order number;
• Description of the issue;
• Photos of the product;
• Photos of the packaging;
• Photos of delivery documents or receipt records;
• Screenshots or evidence showing that the coupon, redemption code, or service cannot be used;
• Any other supplementary information reasonably requested by StrawberryMART or the merchant.

Failure to provide sufficient, clear, or valid supporting evidence may affect the review, processing progress, and outcome of the after-sales application.

StrawberryMART reserves the right to make a decision based on the available information or to reject the relevant application.

4. After-Sales Review and Handling Methods

StrawberryMART will review each case based on the information provided by the customer, order records, logistics records, merchant responses, and other relevant information.

If the issue is confirmed by StrawberryMART, the relevant merchant, or the platform, StrawberryMART may arrange one or more of the following handling methods depending on the circumstances of the case:

• Refund;
• Partial refund;
• Exchange;
• Reshipment;
• Re-issuance of coupon or redemption code;
• Other reasonable compensation arrangements.

Whether a refund, return, reshipment, exchange, or other compensation arrangement will be accepted depends on the product category, cause of the issue, supporting evidence provided by the customer, merchant response, logistics information, and StrawberryMART’s final decision.

5. Responsibility Classification and Preliminary Handling Principles

For after-sales cases, StrawberryMART may make a preliminary assessment of the responsible party and handling direction based on the cause of the issue, order information, product condition, logistics records, supporting evidence provided by the customer, merchant response, and other relevant information. The following classification and handling directions are for general reference only. The actual handling result shall depend on the specific circumstances of each case and StrawberryMART’s final decision.

Customers understand and agree that the above responsibility classification is a preliminary handling principle only and does not mean that StrawberryMART is obligated to provide a refund, return, reshipment, exchange, or any compensation. StrawberryMART reserves the right to make the final handling decision based on the actual circumstances of the case, sufficiency of evidence, product nature, merchant policy, logistics investigation results, and applicable laws.

6. Return Arrangements

If StrawberryMART confirms that the case is eligible for return, the customer must return the relevant product within the specified time and in accordance with the instructions of the Customer Service Team.

Returned products must be kept in a reasonably complete condition and returned together with the original packaging, accessories, gifts, manuals, invoices, or other relevant documents, unless otherwise instructed by StrawberryMART.

If the product has been used, opened, damaged, has missing accessories, or is not returned in accordance with StrawberryMART’s instructions, StrawberryMART reserves the right to refuse the refund, deduct the corresponding amount, or take other reasonable actions.

7. Refund Arrangements

If StrawberryMART confirms that the case is eligible for a refund, the refund will be processed through the original payment method or other method designated by StrawberryMART.

The actual refund time may vary depending on the processing time of banks, credit card companies, payment service providers, or other third-party institutions.

If the order involved the use of coupons, discount codes, points, gift cards, promotional offers, or other benefits, the refund amount will be handled according to the actual amount paid, usage of benefits, and relevant terms.

8. General Circumstances Where Returns, Refunds, Reshipments, or Exchanges Are Not Accepted

Unless the product itself is confirmed to have an issue, returns, refunds, reshipments, or exchanges are generally not accepted under the following circumstances:

• Customer changes their mind;
• Customer purchased the wrong product, colour, size, specification, or quantity;
• Customer provided an incorrect or incomplete delivery address;
• Customer refused to accept delivery or failed to receive the product;
• Customer failed to pick up the product within the specified time or failed to receive the product according to logistics arrangements;
• Product has been opened, used, damaged, or the packaging is incomplete;
• Personal care products, beauty products, cosmetics, food products, health supplements, or intimate products have been opened;
• Coupon or redemption code has been issued, activated, redeemed, or expired;
• Clearance, discounted, or non-returnable products as stated on the product page;
• Customer reports the issue more than 7 days after receiving the product;
• Customer fails to provide sufficient, clear, or valid supporting evidence;
• Product issue is caused by improper use, human damage, improper storage, or accident by the customer;
• Product differences fall within reasonable colour variation, size tolerance, packaging update, batch variation, or normal circumstances stated on the product page;
• Other circumstances reasonably determined by StrawberryMART as not meeting the conditions for after-sales handling.

9. Coupons, Redemption Codes, and Service Products

If the product purchased by the customer is a coupon, redemption code, electronic voucher, or service product, the customer must carefully read the terms of use, validity period, applicable locations, booking requirements, redemption method, and restrictions stated on the product page before purchase.

Unless the relevant coupon, redemption code, or service is confirmed to be unusable, or the service cannot be fulfilled due to the merchant’s reasons, coupons, redemption codes, or service products that have been issued, activated, redeemed, expired, or cannot be used due to the customer’s personal reasons are generally not eligible for refund, exchange, or re-issuance.

10. Logistics-Related Issues

If an after-sales case involves logistics delay, delivery abnormality, lost parcel, damage during transit, or other logistics-related issues, StrawberryMART will follow up based on logistics records, supporting evidence provided by the customer, merchant information, and the investigation results of the logistics service provider.

The handling result will depend on the actual circumstances of the case, attribution of responsibility, and available supporting evidence. StrawberryMART may arrange a refund, reshipment, exchange, redelivery, or other reasonable handling method as appropriate.

11. Merchant Responsibility and Platform Coordination

StrawberryMART third-party merchant orders are provided, sold, shipped, or fulfilled by the relevant merchants. If an after-sales case may involve merchant responsibility, StrawberryMART may forward the relevant information to the merchant for verification and follow-up.

Customers understand and agree that some after-sales cases may require StrawberryMART to verify information with the relevant merchant, logistics service provider, or other third parties. Therefore, processing time may vary depending on the complexity of the case, completeness of information, and response time of third parties.

StrawberryMART will assist customers in following up on after-sales cases within a reasonable scope. However, whether a refund, return, reshipment, exchange, or other compensation can be arranged shall still be handled in accordance with these Terms and the actual circumstances of the case.

12. Platform's Final Handling Right

If there is any dispute between the customer and the merchant regarding after-sales arrangements, attribution of responsibility, refund, return, reshipment, exchange, or other handling methods, StrawberryMART reserves the right to make the final decision based on order information, logistics records, supporting evidence provided by the customer, information provided by the merchant, and other relevant circumstances.

StrawberryMART may decide whether to accept the relevant application and may take actions including but not limited to refund, partial refund, return, reshipment, exchange, re-issuance of coupon or redemption code, rejection of the application, or other reasonable handling methods.

13. Updates to These Terms

StrawberryMART reserves the right to amend, update, or supplement these Customer Purchase and After-Sales Service Terms from time to time. The updated Terms will be published on the StrawberryMART website and shall take effect from the date of publication.

Customers who continue to use StrawberryMART or submit orders after the Terms have been updated shall be deemed to have agreed to be bound by the updated Terms.