1. Before HIUSA places a purchase
You may request cancellation before HIUSA places the retailer order or begins a paid service. If no cost has been incurred, the eligible amount is returned. A status shown as submitted does not by itself confirm that cancellation remains possible, so contact support promptly.
2. After a retailer order is placed
Cancellation and return are subject to the retailer's rules. The customer is responsible for nonrefundable item costs, purchasing services already performed, domestic or return shipping, retailer restocking charges, taxes, and other costs already incurred, except when the cost results from an error attributable to HIUSA.
3. Before international dispatch
If an eligible parcel is still at the receiving facility, HIUSA may arrange a return to the sender or another permitted destination. The customer must pay the related handling, return transportation, and carrier charges. Restricted or unsafe goods may require a different disposition under carrier or government rules.
4. After international dispatch
An international shipment generally cannot be canceled after carrier handoff. HIUSA will complete delivery when possible. A later return or reverse-shipping request is treated as a separate service and the customer is responsible for its costs unless HIUSA caused the underlying issue.
5. Out-of-stock or unavailable purchases
If HIUSA cannot obtain a requested item because it is unavailable, HIUSA will notify the customer and begin cancellation and refund processing without undue delay. The Korean terms state that prepaid item amounts are placed into the refund process within two business days after the reason is confirmed.
6. Wrong, missing, damaged, or contaminated goods
Contact support promptly with the request or shipment number, package images, shipping label, product images, and a description of the problem. Keep all packaging until the review is complete. Eligibility depends on retailer, carrier, insurance, inspection, and service records. Fragile items and damage excluded by a carrier may have limited coverage.
7. Refund amount and timing
An approved refund is returned to the original payment method when available. HIUSA may deduct disclosed nonrefundable costs and amounts already paid to retailers, carriers, or government authorities. The Korean terms state that eligible refunds after returned goods are received are processed within three business days. A bank or card provider may need additional time to post the credit.
8. How to request help
Use the signed-in support area for a transaction-specific request or call +1 224-415-4669. Do not send full card numbers or account passwords in a support message.
This English page explains the operational policy for convenience. The published Korean terms remain the governing version if the texts conflict, subject to applicable law.