Claim Policy

[ Guide on reporting product defects and missing items for exchange ]

Claim Submission Period

Claims for defects or missing items can only be submitted within 7 days of receipt of the product (delivery completion date).

Record and unboxing video to verify any defects or missing items

• All products, including special benefits, must have an unboxing video to be exchanged.

• Please include segments in the unboxing video where defects or omissions are identified for smooth resolution.

• For album purchases, the version of the album and the quantity of included components must be verified for exchanges to be possible.

Exchange Request Procedure

To apply for an exchange, please send the unboxing video along with the completed form below to hellolive via email([e-mail]) Please use email for exchange requests. If you contact us via 1:1 chat, you will be directed to the exchange email, so please adhere to email submission.

Claim Request Form

✻ Unboxing video attachment is mandatory.

- Order Number : - Name : - Ordered Email : ex) [e-mail] - User ID : - Defect/Missing Item Quantity :

Please provide the exact product name and version of the item you purchased for prompt verification. ex) hellolive - Mini 1st Album hellolive / Version A Missing album / 1ea

- Reason for exchange request :

Exchange requests without an unboxing video or with edited videos that are not original cannot be accepted.

Required components to include in unboxing video

• Video must be recorded from the moment of product pick up, unboxing the package, and the product in one continuous shot without any editing or pauses.

• The video must not shift away from the product during filming.

• Footage showing the missing or damaged item must be included.

• Shipping label must be recorded clearly so that tracking number and shipping address (including recipient’s name) are visible.

• It is required to include a recording confirming that there are no cuts on any side of the unopened box (front, back, both sides).

• If the shipping label or box tape is damaged, exchange requests will not be accepted.

Guidelines for photocard exchange

[Conditions eligible for exchange]

If it is determined that the value of the product has been compromised since there are visible stains, smudges, dents, scratches, or any damage larger than 5mm on the artist's face without reflections

[Conditions not eligible for exchange]

• Slight color or size differences

• Minor defects such as stains, smudges, dents, or scratches on the back of the photocard,

  Fine scratches inevitably occur due to the nature of the material, such as fine scratches

• Unavoidable horizontal lines that may appear due to the photocard printing process

• scratches, and dust marks on parts such as body or background, excluding the face of the artist.

  The exchange of the requested item may be challenging depending on the inventory situation.

Due to the recent increase in fraudulent exchange cases related to recent purchases,the procedures have unavoidably been strengthened. We appreciate your understanding.