Refund policy
Onde Roulé: Refund Policy
1. DEFINITION OF BESPOKE ORDER
Every Onde Roulé creation is a bespoke item, made to the client's own specifications through their selection of exterior fabric, lining, and handle color at the time of order, and manufactured individually upon confirmation of the order. By completing a purchase, the client agrees to the terms set forth in this policy.
2. EXCLUSION OF WITHDRAWAL
In accordance with Article 17, Paragraph 2, Item 6 of the Electronic Commerce Act of the Republic of Korea, returns, exchanges, or refunds for a simple change of mind are strictly prohibited once production has commenced.
3. DISCLAIMER ON PHYSICAL TRAITS
The following are inherent characteristics of artisanal production and natural materials, and do not constitute functional defects:
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Minor variations in stitch alignment resulting from manual production.
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Natural markings, wrinkles, or pore patterns in Raffiné leather.
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Subtle textural variations or minute fiber specks in recycled fabrics.
4. DEFECT ASSESSMENT & CLAIMS
Claims regarding functional defects or manufacturing errors attributed to the Atelier (e.g., incorrect engraving) should be submitted via contact@onderoule.com within 7 days of receipt to ensure prompt assessment. This 7-day guideline does not limit any longer claim period guaranteed under mandatory consumer protection law in the client's country of residence. Photos or videos identifying the issue are required for assessment.
5. EXCHANGE & REFUND PROCESS
If a defect is verified, the Company will provide a replacement of the same item. Refunds will only be issued if reproduction is impossible due to material shortages.
6. WARRANTY PERIOD & FREE REPAIR
The Company provides a 1-year warranty from the date of receipt, covering handle replacement, embroidery rework, and metal tag replacement.
For domestic (Korea) clients, free repair is available with no limit on the number of requests. Alternatively, clients may choose a one-time repurchase at 30% off the retail price instead of free repair.
For international clients, the Company will offer a one-time repurchase at 30% off the retail price as the standard remedy. Where mandatory consumer protection law in the client's country of residence entitles the client to an alternative remedy (such as repair, replacement, or refund) that cannot be excluded by this policy, that entitlement will not be limited by this clause.
Shipping costs for warranty services are borne by the client.
The following are excluded from warranty coverage: damage to the fabric body or structure of the bag, damage caused by client negligence or misuse, and damage resulting from unauthorized modification or repair attempts.
7. CANCELLATION & MODIFICATION
Orders cannot be cancelled or modified once 24 hours have passed since purchase or once the production phase has begun.
8. COLOR & TEXTURE DISCLAIMER
Slight color variations due to monitor settings or lighting are not considered manufacturing defects.
9. UNAUTHORIZED RETURNS
Items returned without prior approval will be rejected. The client is liable for all associated shipping and handling costs.
10. SHIPPING & HANDLING FEES
The Company will cover all shipping costs incurred in the exchange or refund of verified defective items.
11. GOVERNING LAW
This policy shall be governed by the laws of the Republic of Korea. Any disputes arising shall be subject to the jurisdiction of the courts presiding over the Company's registered location.
11-1. NON-WAIVER OF STATUTORY RIGHTS
Nothing in this policy is intended to exclude, restrict, or modify any consumer protection rights that cannot lawfully be excluded, restricted, or modified under the mandatory laws of the client's country of residence. Where any provision of this policy conflicts with such non-waivable rights, the mandatory local law shall prevail to the extent of that conflict, and the remainder of this policy shall continue to apply.