Return & Refund Policy

ONEUS US Official Store 

Thank you for shopping with us. Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms below.

Pre-Orders

Pre-order items are made available for purchase before their official release. The estimated shipping date is shown on the product page and in your order confirmation. Pre-orders ship in the order they were received, beginning on or after the US release date.

Release and shipping dates are set by the label and may change. If a date changes, we will notify you by email using the address on your order.

You may cancel a pre-order for a full refund at any time before your order ships. To cancel, contact us at kakaoent@arkwithglobal.com with your order number. Once an order has shipped, it can no longer be cancelled and the standard return policy below applies.

Returns

We accept returns within 7 days of delivery. To be eligible, the item must be sealed, unopened, and in the same condition you received it, in its original packaging, together with all included items (photo cards, posters, and any pre-order or giveaway benefits). Opened albums cannot be returned, as included items such as photo cards are considered used once the seal is broken.

To start a return, email us at kakaoent@arkwithglobal.com with your order number and the reason for the return. If your return is approved, we will send you the return address and instructions. Items sent back without an approved return request will not be accepted.

Once we receive and inspect your return, we will notify you of the result. If the item is confirmed to be in its original condition, you will receive a 100% refund of the product price to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund.

Return shipping is the customer's responsibility. Original shipping fees are non-refundable. Please use a tracked shipping method, as we cannot be responsible for returns lost in transit. Any questions about return shipping will be handled through kakaoent@arkwithglobal.com.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, contact us at kakaoent@arkwithglobal.com within 7 days of delivery.

An unboxing video is required for all damage, defect, and incorrect-item claims. Please record a continuous video from the moment you open the shipping package, clearly showing the shipping label, the outer packaging, and the condition of the item and its contents. Claims submitted without an unboxing video may not be accepted. In limited cases, we may at our discretion review a claim based on clear photographs.

Once your claim is approved, we will arrange a replacement or refund at no cost to you, including return shipping if the item needs to be sent back.

Random Inclusions and Pre-Order Benefits

Many albums include randomly selected items such as photo cards or other inserts. The specific version or member you receive is random and is not a valid reason for a return or exchange. Pre-order benefits (POB) and giveaway items are provided while supplies last and are not guaranteed.

Exchanges

We do not offer exchanges for reasons other than damage, defect, or incorrect items. If you would like a different item, please return your original purchase under the return policy above and place a new order.

Non-Returnable Items

Sale items, gift cards, and opened items cannot be returned.

Undeliverable and Returned Packages

If your package is returned to us because of an incorrect or incomplete address, an unclaimed delivery, or a refused delivery, we will contact you by email to arrange reshipment. A reshipping fee will apply and must be paid before the order is sent again. Please double-check your shipping address before completing checkout.

Contact

For any questions about orders, returns, or refunds, contact us at kakaoent@arkwithglobal.com. Please include your order number (for example, #oneus1001) in your message.