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Exchange/Return Policies

• Exchange/Return requests are only available once within 7 days after receiving the product.

For inquiries, please contact us through our matesmall Online Mall 1:1 / E-mail.

 (Order number must be included)

Missing/Defect/Misdelivery Inquiry

• Submission Period : Within 7 days after receiving the product.
   (Based on the delivery completion date in the delivery tracking)
  
   
• Unboxing videos are required to submit for Missing/Defect/Misdelivery Inquiry.
  Inquiries without unboxing videos will not be accepted.
  *This same applies to orders using delivery agency.
  - Unboxing videos must be unedited and has to be taken before opening the package until the time of inquiry. (Speed up videos are allowed)
  - Video will not be accepted if there is any traces of repackaging or the video is not filmed from the beginning of opening.
   - Video can be submitted through e-mail or a link that able to direct us to any drive or video streaming platform.

• Submission Method : Send us an email with the attached file according to the form below
  *[Submission form for Missing/Defect/Misdelivery Inquiry]
  - To :csmatesmall@gmail.com
  - Title : [Missing/Defect/Misdelivery] Inquiries
  - Order number :
  - Purchased product (Version) :
  - Inquiry details (Explanation) :
  - Attachment (Relevant video/photo) :
  
   
• Notice
  - Exchange only available for one time.
  *This same applies to exchanges for missing components of the album.
  - Products with additional gifts (special gifts, event products, etc.) must be returned together.
  Cancellation/refund will not be proceeded if gifts are missing.
  - If exchanging is unsuccessful due to our stock situation, order will be cancelled and fully
  refunded to customer.
  - For album exchanges, album will be exchanged with random version.
  (For Pre-Order/Event gifts, we do our best to exchange with the same gift. But it may be
    exchanged randomly due to the stock situation.)

Exchange/Return Restrictions

• Exchange/Return Restrictions
  - If the product is lost or damaged due to the responsibility of the consumer
  (Except for cases when the packaging is damaged while checking the contents of the product)
  - If the value of the product is lost when opening the packaging or packaging damaged
  - If the value of the product, etc. has significantly decreased due to consumer used or consumption
  - If the value of the product, etc. has significantly decreased until an extent that resale is difficult due to the passage of time
  - If some of the other products from the same order had started it’s production
  - If the product is delivered from overseas to Korea through the Surrogate Shopping Service
  (Exchanges and returns are restricted under Article 17 (2) 5 of the Consumer Protection Act in e-commerce, etc. and Article 21 of the Enforcement Decree of the same Act.)
  - For overseas delivery using delivery agency service that product ordered will be sent to another address before arriving at your house door,
   we do not provide any assistance if any omission/defect is occurring on the product during the delivery process.
  *Please use our matesmall shipping service in case of any problem.
  (For customer using delivery agency service, you’re deemed to be understood and agreed for taking the reposibility on your own for any issues.)
  - For the safety of transactions,
   (Article 21 of the Enforcement Decree of the Consumer Protection in Electronic Commerce, etc. Act "Cases prescribed by Presidential Decree" means withdrawal of subscription under Article 13 (2) 5 of the Act (hereinafter, "subscription withdrawal, etc.) and serious damage to the consumer is recognized.

• Please refer to the product details for more information of exchange/return
   as there may be differences for each product.