Refund & Cancellation Policy

Korean delivery apps apply strict time windows:

* Typical acceptance window: 5–15 minutes after order placement. Contact DOWAME chat immediately if you need to cancel.

DOWAME will process a refund in the following situations:

• Restaurant cancels (out of stock, closed, etc.) → full refund including agency fee
• Food delivered is significantly different from what was ordered (photo required)
• Foreign object found in food (photo evidence required)
• Delivery failure not caused by the customer
• Duplicate charge due to payment error → full refund
• Cancelled before restaurant accepted → full refund

• Change of mind after cooking has started
• Food already partially or fully consumed
• Personal taste preferences (not allergy-related)

• If we cannot source the item: no charge, immediate notification
• If already paid and item is unavailable: full refund within 3 business days
• Coordination fee is refunded in full if the purchase could not be completed

• Item damaged during DOWAME courier delivery → full product cost refunded
• Item lost in transit → full product cost refunded
• Please inspect items upon delivery and report damage within 24 hours with photos

The DOWAME agency fee is non-refundable once the purchase has been executed — this applies regardless of whether you later decide to return the item or the store refuses the return.

• Before purchase → agency fee refunded in full
• After purchase → agency fee is non-refundable (service already rendered)
• If DOWAME is unable to complete the purchase at all → agency fee refunded in full

Returns follow each store's own policy. As a general guide for Korean stores:

• Most stores: within 7 days of receiving the item (unopened, original packaging)
• Some stores (cosmetics, food, digital goods) may not accept returns at all
• Custom-made or personalised items are non-refundable once production has started
• Return shipping costs are typically the customer's responsibility unless the item was defective
• DOWAME will assist with coordination but cannot guarantee acceptance by the store

Costs arising from inaccurate information provided by the customer are the customer's responsibility:

• Wrong hotel name, city, or check-out date → re-delivery costs charged to customer
• Incorrect size, color, or option selected by the customer → exchange/return costs apply
• Unavailable to receive the package at hotel → storage or re-delivery fees may apply

1. Approval: Refund decisions are made within 1 business day of your request.
2. Processing: Approved refunds are processed within 3–7 business days. Time for the credit to appear depends on your card issuer.
3. Method: Refunds are returned to the original payment method.
4. Exchange rate notice: Refund amounts may differ slightly from the original charge due to exchange rate fluctuations or payment processing fees. DOWAME is not responsible for these differences.

If only part of an order is missing or incorrectly delivered, a partial refund for that specific item is available. Please provide photos or other evidence with your request.

The DOWAME concierge plan fee is non-refundable once service has been rendered. If an issue was caused entirely by DOWAME, a full refund including the plan fee will be issued.

1. Contact us via the in-app chat or email gtoh89@gmail.com
2. Include your order code and a brief description of the issue
3. Attach photos where relevant (wrong items, damage, foreign objects)
4. We will respond within 1 business day