Refund policy

Overview

We want you to be happy with your LATIB order. Because our products are consumables, we do not accept returns or exchanges for change of mind, whether the product is opened or unopened. If something is wrong with your order, we will make it right as described below.

Damaged, Defective, or Incorrect Items

Please check your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 14 days of delivery at latib@madup.com and include:

  • Your order number
  • Photos of the outer box showing the shipping label
  • Photos of the affected product

Once we confirm the issue, we will send a replacement or issue a refund, including shipping charges. In most cases you will not need to send the product back. Requests made after 14 days may not be accepted.

What We Cannot Accept

  • Returns or refunds because you changed your mind, no longer want the product, or ordered by mistake
  • Returns of products that have been sent back without our approval
  • Issues reported after the 14-day period, unless required by law

Refunds

When a refund is approved, it is issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund. If more than 15 days have passed since your refund was approved and you have not received it, please contact us.

Lost, Delayed, or Stolen Packages

If your tracking shows the package as delivered but you cannot find it, please check with neighbors and your local carrier first, then contact us within 14 days. We will help you open a claim with the carrier where possible. If a package is lost in transit and never delivered, contact us and we will investigate and either reship or refund your order. We are not responsible for packages that were delivered to the address provided at checkout, or for delays caused by weather, carrier disruptions, or other events outside our control.

Order Changes and Cancellations

Orders are processed quickly. You may cancel or change an order only before it has shipped, so please contact us as soon as possible. Once an order has shipped, it cannot be cancelled.

Health and Safety

If you experience any adverse reaction after using a product, stop using it and consult a healthcare professional. You are also welcome to let us know so we can look into it.

Contact Us

Questions about your order or a refund? Email us at latib@madup.com. Our support team is based in South Korea and replies Monday to Friday (Korea Standard Time). We aim to respond within 1–2 business days.