Returns and Refunds

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How to return a product, and what happens then. Terms differ between Korea and the United States because the law does.

Korea — your statutory right

Under the Act on Consumer Protection in Electronic Commerce you may withdraw from a purchase within 7 days of receiving it. This is a right given by law, not a policy we set, and we cannot shorten it.

The same Act sets out exceptions, and two apply to floor heating:

• Goods made to your specification. A floor is cut and configured for your rooms.
• Goods whose value is materially reduced by use or installation. Once modules are laid and wired, they cannot be returned as new.

So: unopened, uninstalled goods can be returned within 7 days. Installed goods cannot. If you are unsure, ask before installation begins — we would much rather answer that question early.

United States

There is no federal right of return for goods in the United States, so the terms below are our policy rather than a statute.

[CHECK] Return window, restocking fee, who pays return shipping, and the condition required. This is a commercial decision and must be set by Ondol Life before this page goes live. Several states, California among them, require a refund policy to be conspicuously posted and apply a default if it is not — so leaving this blank is not neutral.

Faulty goods

A fault is not a return. If a product fails within its warranty period we repair or replace it, at our cost, in either market — and a single module can usually be changed without lifting the floor.

Report a fault through the contact route on this site. If the product is producing smoke, a burning smell or visible damage, switch it off at the breaker and tell us immediately — do not wait for a return authorisation.

How to start a return

1. Contact us with your order number and what you want to return.
2. We issue a return authorisation number. Do not ship anything before you have one — an unannounced parcel cannot be matched to an order.
3. Send the goods back in their original packaging with the number visible.
4. We inspect, then refund to the original payment method.

[CHECK] Refund timing. Korean card refunds through KakaoPay and US refunds through the card networks do not clear on the same schedule, and stating one figure for both would be wrong in one market.

What this page does not cover

Installation work carried out by a contractor is between you and that contractor. We are responsible for the product.