Regulations on Consumer Dispute Resolution
Please check the latest version of the Regulations for actual application.
This English version Is continuously being updated as of July, 2007
October 2006
Korea Consumer Agency
1
Framework Act on Consumer & Enforcement Decree of the Framework Act on Consumer
Framework Act on Consumer
Article 12 (Remedy for Consumer Damages)
① The central and local governments shall take necessary measures so as to promptly and fairly handle consumer complaints and
damages.
② The government may formulate the Regulations on Consumer Dispute Resolution for Consumer Damages by Product Item
(hereinafter referred to as the “Regulations on Consumer Dispute Resolution”) in conformity with the general Regulations on
Consumer Dispute Resolution for Consumer Damages as determined by the Presidential Decree, for the smooth settlements of B2C
disputes.
③ The Regulations on Consumer Dispute Resolution as referred to in Section 2 shall be the norm for remedy in B2C disputes, unless
otherwise stated.
Enforcement Decree of the Framework Act on Consumer
Article 10 (General Regulations on Consumer Dispute Resolution for Consumer Damages)
The general Regulations on Consumer Dispute Resolution for Consumer Damages (hereinafter referred to as the “General Regulations
on Consumer Dispute Resolution”) as prescribed in Article 12 (2) of the Framework Act on Consumer shall be as follows.
1. In the case consumer damages occur involving defective goods and services or defaults, businesses shall provide repair, exchange,
refund or compensation for such damages, or shall cancel, terminate or implement contracts according to the Regulations on
2
Consumer Dispute Resolution as follows:
a. Businesses shall bear the expense of repairs during the warranty period. Provided, in case mishaps or damages are caused by
consumers’ faults, or such unexpected circumstances as natural disasters occur, or in case goods are deformed or damaged from
repairs by individuals other than manufacturers or repair shops designated by the manufacturers; it shall not apply;
b. Repairs shall be completed in time but in the case of delays due to unexpected circumstances, consumers shall be notified. In case a
repaired product is not delivered to a consumer for over a month from the date of request and if it is within the warranty period, the
exchange shall be made for the same or a similar type of product when the exchange for the same type is impossible. In case
exchanges are provided after a lapse of the warranty period, the business shall refund the depreciated purchase price plus 10% of
additional charge;
c. In case similar functional or performance breakdowns reoccur within two months from the date of repair, the following repairs shall
be provided for free. If repairs are impossible, however, the previous repair cost shall be returned to the consumer;
d. Exchanges shall be made with the same type of product, but if an exchange for the same type of product is impossible, the
exchange shall be made with a similar type of product. Provided, that in case an exchange cannot be made with the same type of
product and the consumer does not wish to exchange it with a similar one, the repair cost shall be returned to the consumer;
e. In the case goods were purchased at a discount, exchange shall be made for the same type of product, irrespective of differences
between the original and discounted prices. If an exchange for the same type of product is impossible, the exchange shall be made
with a similar product: provided, that in case an exchange cannot be made with the same type of product and the consumer does not
wish to exchange it with a similar one, the repair cost shall be returned to the consumer;
f. The amount of refund shall be determined based on the price of goods and services indicated on receipts. Provided, that in case
disputes over the price occur, the consumer who seeks refund shall prove that the claimed amount was actually paid. If the
consumer does not have a receipt that can prove the consumer’s actual payment of the claimed amount, the amount of refund shall
be determined based on the commonly accepted prices in the area where the dispute has occurred.
3
2. In the case of consumer damages involving defective goods or services, the Regulations on Consumer Dispute Resolution shall be the
same as indicated in Section 1. In case a contract is canceled or terminated due to a consumer’s fault, the business receives the
defective product. And/Or if the return of the product is impossible, the consumer shall return a similar type of product or pay the
commonly accepted market price of the product where the dispute has occurred.
3. The business, upon selling goods, shall provide the Seal of Quality that indicates the warranty period, the part replenishment period
and compensation methods such as providing repairs, exchanges and refunds, or indicate the contents thereof on the goods. Provided,
that in case circumstances are unsuitable to provide the contents stated on the Seal of Quality or to indicate the Regulations on
Consumer Dispute Resolution on the Seal of Quality, the business may only indicate that compensation shall be provided for any
damages in accordance with the Regulations on Consumer Dispute Resolution under the Framework Act on Consumer.
4. The warranty period and the part replenishment period shall be based on each of the following items.
a. The warranty period and the part replenishment period shall be the period indicated in the Seal of Quality by the business: provided,
that in case the warranty period and the part replenishment period set by the business are shorter than the period indicated in the
Regulations on Consumer Dispute Resolution under Article 12(2) of the Act, those indicated in the Regulations on Consumer
Dispute Resolution shall be the actual periods of providing warranty and part replenishment;
b. In case the business fails to indicate the warranty period and the part replenishment period, the periods shall be those indicated in
the Regulations on Consumer Dispute Resolution. Provided, that in case the warranty period and the part replenishment period of
the product are not prescribed in the Regulations on Consumer Dispute Resolution, the periods shall be the warranty period and the
part replenishment period of a similar type of product item prescribed in the Regulations on Consumer Dispute Resolution. If it
cannot be dealt with thereof, the warranty period shall be one year and the part replenishment period shall be the period of durable
years, which is counted from the date the production of the goods in question discontinues;
c. The warranty period for used goods shall be determined in accordance with the Regulations on Consumer Dispute Resolution;
4
d. The warranty period shall be counted from the purchase date of goods and services by consumers. Provided, that in case the date of
agreement and delivery date are different, delivery date will be the base of calculating the warranty period. The warranty period of
exchanged goods shall be counted from the date of exchange;
e. In case the date of sales is not indicated in the Seal of Quality, or the Seal of Quality or the receipt is lost or not received, or the
confirmation of the purchase date is impossible, the warranty period shall be reckoned from 3 months after the date of
manufacturing or customs clearance. Provided, that in case the manufacturing date or customs clearance date is not indicated on the
goods or package, the business shall uphold the responsibility of proving the manufacturing date.
5. In case consumer damages occur related to goods and services, compensation shall be provided where the goods and services are sold
and rendered: provided, that in the case of portable and/or transportable goods, the compensation shall be provided in the place of
business.
6. Transportation cost and product test & inspection costs incurred in the process of handling consumer damages caused by the business’
fault shall be born by the business.
Article 11 (Standard for Advertisement)
In order to prevent consumer damages or injuries to their bodies, lives, or properties caused by wrong or excessive consumption of
goods or services, the nation is responsible for setting up the criteria for advertisement contents and methods in case they fall into any
one of the following conditions.
1. In case the contents of the advertisement about the purpose, ingredient, capacity, size or origin should be limited to those authorized
or approved, or in case specific contents should be informed to consumers without failure;
2. In case the use of certain terms or expressions which can bring the misunderstanding of consumers should be limited;
3. In case the advertisement media or time should be limited
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Article 12 (Application of Regulations on Consumer Dispute Resolution)
1. The Regulations on Consumer Dispute Resolution shall be applied only when parties in dispute do not express any objections, and
consumers seek for the compensation in accordance with Regulations on Consumer Dispute Resolution only.
2. If the criteria under other laws and statutes are more advantageous to consumers than those in the Regulations on Consumer Dispute
Resolution, the former shall take precedence over the latter.
3. If the criteria on the product in question are not prescribed in the Regulations on Consumer Dispute Resolution, the criteria for similar
types of products indicated in the Regulations on Consumer Dispute Resolution shall be applied.
4. In case the Regulations on Consumer Dispute Resolution include more than two compensation methods for the same damage, the
method chosen by consumers shall be applied.
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Table of Contents
Regulations on Consumer Dispute Resolution for Consumer Damages
Appendix I. Product Items in Question
9
11
Appendix II. Regulations on Consumer Dispute Resolution by Product Item
1. Matchmaking Service
2. Security Service
3. National Examination Preparation Centers
4. Public Service
5. Industrial Goods
23
23
24
26
27
29
6. Performing Industry
7. Agriculture, Fishery & Livestock Products
8. Cultural Goods & Others
9. Beauty Care
10. Real Estate Brokerage
11. Photography & Photo Developing Industry
12. Maternity Care Service
59
60
62
68
69
70
71
13. Merchandise Coupons & Gift Certificates
14. Laundry & Dry Cleaning Service
15. Accommodation Service
72
74
83
7
16. Food & Beverage
17. Credit Card Industry
18. Pet Selling Industry
19. Overseas Language Training Program Agency
20. Travel Industry
21. Wedding Ceremony Service
84
85
87
88
89
96
22. Transportation Service
23. Overseas Study Program Agency
24. Satellite & Cable TV Broadcasting Service
25. Pharmaceutical & Chemical Products
26. Mobile Telecommunication Service
27. Trucking & Shipping Service
28. Internet Shopping Industry
97
111
29. Online Contents Service
30. Vehicle Towing Service
31. Vehicle Rental Service
32. Vehicle Repair Service
33. Electronic Cash Service
34. Water Purifier Rental Service
35. Parking Lots
121
124
124
126
127
128
36. Housing Construction
37. Used Home Appliance Sales
38. Used Car Sales
130
131
132
112
117
118
120
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39. Windows & Doors Construction
40. Sports, Leisure & Discount Membership Service
41. High-Speed Internet Service
42. Courier & Delivery Service
43. Public Academic Institutes & Lifelong Learning Centers
44. Resort & Condominium Service
133
134
135
137
137
139
Appendix III. Warranty Period & Part Replenishment Period by Product Item
9
140
Regulations on Consumer Dispute Resolution for Consumer Damages
Enactment
31 December 1985
Revisions
14 July 1989
25 March 1993
16 July 1994
1 April 1996
13 March 1999
19 July 1999
4 December 2000
4 December 2001
31 December 2002
1 August 2003
1 November 2004
1 October 2005
16 October 2006
Article 1 (Purpose)
The purpose of this Regulations on Consumer Dispute Resolution for Consumer Damages (hereinafter referred to as the “Regulations on
Consumer Dispute Resolution”) is to establish the Regulations on Consumer Dispute Resolution for consumer damages by product item
according to the general Regulations on Consumer Dispute Resolution for Consumer Damages under the Enforcement Decree of the Act
10
(Article 10), so as to smoothly settle B2C disputes in accordance with Article 12(2) of the Act.
Article 2 (Claim for Compensation)
If a consumer and a business (hereinafter referred to as the “party”) fail to reach a compensation agreement, the party can seek redress to
the central administrative agency, state or local governments, or the Korea Consumer Agency.
Article 3 (Product Item & Regulations on Consumer Dispute Resolution)
The product items in question and the Regulations on Consumer Dispute Resolution by product item are each described as follows
(Appendix I, Appendix II and Appendix III).
This Regulations on Consumer Dispute Resolution shall enter into force on August 1, 1989.
(Proviso Omitted)
This Regulations on Consumer Dispute Resolution shall enter into force after the date of its promulgation.
This Regulations on Consumer Dispute Resolution shall enter into force on August 1, 1994.
This Regulations on Consumer Dispute Resolution shall enter into force on April 1, 1996.
This Regulations on Consumer Dispute Resolution shall enter into force after the date of its promulgation.
This Regulations on Consumer Dispute Resolution shall enter into force after the date of its promulgation.
This Regulations on Consumer Dispute Resolution shall enter into force after the date of its promulgation.
This Regulations on Consumer Dispute Resolution shall enter into force after the date of its promulgation.
(Proviso Omitted)
(Proviso Omitted)
(Proviso Omitted)
(Proviso Omitted)
(Proviso Omitted)
(Proviso Omitted)
(Proviso Omitted)
This Regulations on Consumer Dispute Resolution shall enter into force on January 1, 2003.
This Regulations on Consumer Dispute Resolution shall enter into force on August 1, 2003.
This Regulations on Consumer Dispute Resolution shall enter into force on November 1, 2004.
(Proviso Omitted)
(Proviso Omitted)
(Proviso Omitted)
11
<Appendix I>
Product Items in Question
Classification
Product Description
Product Items
1
Matchmaking Service
Marriage Information
2
Security Service
Security Services
3
National
Examination National Examination Preparation
Preparation Center
Centers
4
Public Service
Electricity Service
Telephone Service
12
TV, VTR, Refrigerator, Washing Machine, Fan, Air
Conditioner, Radio, Recorder, Record Player, Microwave,
Rice Pressure Cooker, Electric Iron, Electric Mattress Pad,
Electric Blanket, Vacuum Cleaner, Electric Furnace,
Electric Frying Pan, Humidifier, Head Phone, Electric
Razor, Dish Washer & Dryer, Hair Dryer, Electric Oven,
Electric Healing Medicine Maker, Electric Pot, Toaster,
Curling Iron, Electric Mixer, Briquet Gas Ejector, Electric
Pump, Juice Extractor, Mini Pressure Regulator, Electric
Dehydrator, Fluorescent Lighting, Electric Stand, Electric
Door Hanger, Door Phone, Water Thermos, Electric Heater,
Heating Cabinet, Ventilator, Air Purifier, Current Sensor,
Water Sprinkler, Water Cooler, Ice Machine, Anti-Theft
Home Appliances
5
Industrial Goods
Alarm System, Ice Shaver, Chime/Bell Ringer, Game
Player, Gas Furnace, Antennae, Water Purifier, Water
Heater, Bidet, Soft Water Purifier, DVD Player, MP3
Player, Voice-Pen, Hand Blender, Electric Fryer, Food
Steamer, Halo Plate, etc.
Copy Machine, Typewriter, Facsimile, Cash Register, PC &
Computer Parts, Word Processor, Calculator, Cabinet,
Filing Cabinet, Bookbinding Equipment, Mimeograph,
CD-ROM & Disks, Beam Project, PDA, etc.
Office Supplies
13
Wire/Wireless Phone, Interphone, Car Phone, Cellular
Phone, Pager (Beeper), Video Phone, Long-Distance
Automatic Dialing Unit, Telephone Adapter, Fixed
Switchboard & Auxiliary Device, Multi-Data System (less
than 2.048Mbps, except for those used by
telecommunication operators), Video Fax, TeleTax,
Electronic Device
Telewriter, Credit Card Authorization Terminal, Signal
Converter (modem, data service device, pad), Circuit
Terminal Device (subscriber protector, access plate,
termination plate, telephone connector, wire broadcasting
transmission system, other telecommunication equipment),
etc.
Light Bulbs
Fluorescent Light Bulbs & Incandescent Lamps
Furniture
Closet (drawers, decoration furniture, cupboard, book
shelf, etc.), dining table, bed, sofa, cabinet, desk, stationery
chest, makeup table, etc.
Automobile
Passenger & Commercial Vehicles
Cycle
Bicycles & Motorcycles
Boiler
Oil/Electric/Briquet/Gas/Solar Boiler
Watches
Wrist Watch, Wall Clock & Table Clock
Sewing Machine
Household & Industrial Sewing Machine
14
Optical Goods
Camera, Video
Microscope, etc.
Camera,
Camera
Parts,
Telescope,
Children’s Goods
Baby Carriage, Tricycle, Baby Walker, Toys & Dolls,
Water Toys, Goggles, Children’s Swing, Roller Skates,
Assembling Toy, Textbooks & Materials, etc.
Agricultural Machinery
Cultivator & Auxiliary Machinery, Agricultural Tractor &
Auxiliary Machinery, Agricultural Engine, Agricultural
Motor, Rice Transplanter, Sowing Machine, Field Sprayer,
Fertilizer Distributing Machine, Harvesting Machine,
Agricultural Dryer, Rice Milling Machine, Cutter, etc.
Fishing Vessel (diesel engine, depth sounder), Life Raft,
Power Generator, Desiccator, Freezer, Compass, Electric
Fishery Machine
Thermometer, Electric Condenser, Motor, Pump, etc.
Agricultural Material
Agricultural Hose, Agricultural Vinyl, Vinyl Pot,
Household PVC-Pipe, Plastic Tomb, Grain Dryer, etc.
Fishing Gear
Fish Net, Long Line, Rope, Cork, Needle, Fishing Rod,
Life Vest, Fish-Luring Light (lamp, safety lamp), Ship’s
Lamp, etc.
Milking Machine, Milk Container, Fertilizer Mixer, Cage,
Livestock Material
Water Supplier, etc.
15
◦Windows & Doors (sash, wood, door check, door lock,
floor hinge, etc.)
◦Wood (plywood, floor board, parquet block, parquet
flooring, technical wood, laminated wood, etc.)
◦Paint (water/oil paint, varnish, enamel paint, locker, etc.)
◦Civil Engineering & Cement (blocks, bricks and tiles)
Construction Material
◦Tiles (outdoor, indoor, floor & mosaic)
◦Sanitation Equipment (bathtub, toilet, washbowl, etc.)
◦Assembling Products (concrete composites, iron & wood
frames)
Sink, Gas Oven/Range & Portable Gas Stove, Thermos,
Aluminum/Stainless/Enamel Dishware & Pots, Spoon Set,
Dishes, Glass & Crystal Ware, Frying Pan, Kettle, Food
Steamer, Rice Pressure Cooker, Kimchi Refrigerator, Rice
Container, Sewage Grinder, Household Gas Container &
Auxiliary Equipment, Porcelain Ware, Table Ware, etc.
Kitchen Goods
Stationery
Notebook, Fountain Pen, Crayon, Water Colors, Oil Paints,
Pencil, Ballpoint Pen, Pencil Case, School Bag, Pencil
Lead, Sharp Pencil, Sketch Book, Photo Album, etc.
Clothing & Garments
Ready-Made/Tailored Clothing, Underwear, Neck Tie,
Dress Shirt, Curtain, Handmade Clothing, Bedclothes,
Carpet, Sweater, Hanbok, Muffler, Blanket, Leather Goods,
etc.
16
Umbrellas
Umbrellas & Parasols
Shoes
Sneakers, Rubber Shoes, etc.
Leather Goods
Leather Shoes, Hiking Boots, Leather Bag, Belt, Leather
Goods, etc.
Musical Instrument
Piano, Organ, Guitar, Violin, etc.
Tires
Automobile, Motorcycle & Bicycle Tires
Briquet
6
Performing Industry
Performing Companies (film &
video screening services excluded)
Pears, Apples, Peaches, Tomatoes, Watermelons, Melons,
Grapes, Persimmons, Bananas, Pineapples, Radishes,
Chinese Cabbages, Carrots, Cucumbers, Egg Plants, Green
Fruits & Vegetables
Onions, Garlic, Tangerines, Plums, Jujubes, Cabbages,
Onions, Peppers, Squashes, Lettuces, Spinaches, etc.
7
Agriculture,
Fishery
Livestock Products
Rice, Barley, Beans, Millet, Kaoliang, Red Beans, Wheat,
Sesame, Peanuts, etc.
& Grain Products
Egg Products
Eggs laid by hens & quails
Meat Products
Beef, Pork & Chicken
Fishery Products
Fish, Clams, Seaweeds, Dried Fish, etc.
Animal Feed
Livestock Feed & Special Feed
Plant Seedlings
Vegetable Seeds, Flower Seeds, Sapling, Mushroom Spore,
etc.
17
8
9
Cultural Goods & Others
Accessories
Rings, Necklaces, Earrings, Bracelets & Other Accessories
(not made of gold or gem)
Recreational Sports Products
Camping & Hiking Stove Kit, Copel Cookware, Tent,
Exercise Gear, Rackets, Fishing Gear, Fitness Equipment,
Ski Equipment, Golf Equipment, etc.
Books & Records
Books, Records, Video Tapes, Study Handbooks, etc.
Skin Care
Hair Care
Beauty Care
10 Real Estate Brokerage
11
Jewelry & Gemstones
Gold/White Gold/Silver/Gemstone Rings, Necklaces,
Earrings, Bracelets (plated or coated in gold, white gold &
silver)
Real Estate Brokerage Service
Photography
&
Developing Industry
Photo
12 Maternity Care Service
Photography & Photo Developing
Maternity Care Centers
13
Merchandise Coupons &
Gift Certificates
Merchandise
Coupons/Gift
Certificates/Gift Cards
14
Laundry
Service
Laundry & Dry Cleaning Services
&
Dry
Cleaning
Photo processing & developing using cameras &
camcorders
15 Accommodation Service
Accommodation Facilities
Hotels, Motels, Pensions, Boarding Houses & Resorts
16 Food & Beverage
Soft Drinks
Cola, Soda, Yogurt, Soy Bean Milk, Nectar Drink, Juice,
Drinks, Barley Water, etc.
18
Confectioneries
Chocolate, Dried Fruit, Biscuit, Rice Snack, Chips, Gum,
Caramel, Candy, etc.
Frozen Snacks
Ice Cream, Ice & Other Frozen Desserts
Dairy Products
Milk, Powdered Milk, Condensed Milk, Fermented Milk,
Butter, Cheese, Baby Formula, etc.
Canned Goods
Canned Fruit/Seafood/Meat
Pastries
Bread, Pie, Korean Rice Cake, Sponge Cake, etc.
Sugar & Flour
Sugar, Molasses, Flour, Soy Bean Powder, Starch, etc.
Edible Oil
Sesame Oil, Soy Bean Oil, Corn Oil, Ground-Nut Oil,
Rapeseed Oil, Shortening, Cotton Seed Oil, Palm Oil,
Margarine, etc.
Mayonnaise,
Seasoning
Ketchup,
Curry,
Chemical
Seasoning,
Vinegar, Salt, Hot Pepper Powder, Pepper, Mustard, etc.
Sauce
Soy Bean Paste, Hot Pepper Paste, Soy Sauce, Soya Sauce,
etc.
Coffee & Tea
Coffee, Black Tea, Job’s Tears Tea, Green Tea, Jujube Tea,
Gugija Tea, Arrowroot Tea, Ginseng Tea, Cinnamon Tea,
etc.
Spaghetti, Raemyeon (Korean Noodle), Chinese Noodle,
Noodles
Instant Noodle, etc.
Processed Meat Products
Ham, Sausage, Bacon, Smoked Meats, etc.
19
Nutritious Food
Ginseng, Honey, Dog Juice (male virility juice), Oak
Mushroom, Aloe, Pollen, etc.
Alcohol & Liquor
Unrefined Liquor, Soju, Rice Wine, Beer, Fruit Wine,
Foreign Wine or Liquor, etc.
Lunch Package
Lunch Packs
Side Dish
Tofu, Soft Bean Curd, Jelly, Pickled Radish, Kimchi,
Salted Seafood, etc.
Frozen Food
Hamburger, Pork Cutlet, Shrimp, Dumpling, etc.
Drinking Water
Bottled Water
17 Credit Card Industry
Credit Card Companies
18 Pet Selling Industry
Pet Selling Companies
19
Overseas Language Training Overseas
Program Agency
Language
Training
Program Agencies
20 Travel Industry
Domestic Travel
Overseas Travel
21 Wedding Ceremony Service
Wedding Halls
Rental Buses
Special Passenger Vehicles
22 Transportation Service
General Commercial Vehicles
Individual Commercial Vehicles
Delivery Vehicles
City Buses
20
Railway Transportation
Air Transportation
Domestic/International Airlines
Maritime Transportation
23
Overseas
Agency
Study
Program
24
Satellite
&
Cable
Broadcasting Service
Overseas Study Program Agencies
TV Satellite Broadcasting Service
Cable TV Broadcasting Service
Medicine for Circulatory/Respiratory/Digestive Problems,
Vitamins, Nutritional Supplements, Hormones, Surgical
Medicine, Korean Oriental Medicine, Animal Medicine,
etc.
Pharmaceutical Drugs
Menstrual Pad, Tooth Paste, Silver Dust, Household
Pharmaceutical Products
25
Pesticide, Sterilizer, etc.
Pharmaceutical & Chemical
Sanitary Products
Products
Bandage, Gauze, Absorbent Cotton, Wet Cloth, Napkin,
Tissue Paper, etc.
Medical Equipment
Eyesight Protection Glasses, Contact Lenses, Ionizer (ion
water machine), Wheel Chair, Hearing Aid, Leg Brace,
Blood Pressure Monitor, Magnetic Mattress, Bidet,
Massager, etc.
Soap & Synthetic Products
Washing Soap, Cosmetic Soap, Liquid Soap, Powder
Detergent, etc.
21
26
Mobile
Service
Telecommunication
Cosmetic Products
Shampoo, Conditioner, Cream, Lotion, Lipstick, Manicure,
Hair Care, Perfume, Foundation, Mascara, etc.
Agricultural Chemical Products
Bactericide, Pesticide, Herbicide, etc.
Fertilizer
Nitrogen Fertilizer, Phosphate Fertilizer, Kali Fertilizer,
Compost Fertilizer, Special Ingredient Fertilizer, etc.
Plastic Products
Household Plastic Ware, Foil, Wrap, Plastic-Covered Floor,
etc.
Rubber Gloves
Rubber Gloves for Household, Industrial & Medical Use
Batteries
Alkaline & Manganese Battery
Mobile Carriers
Pager (Beeper) & Mobile Handsets
27 Trucking & Shipping Service
Trucking/Shipping
Companies
Agents
28 Internet Shopping Industry
Internet Mall Web Sites
29 Online Contents Service
Online Contents
30 Vehicle Towing Service
Vehicle Towing Companies
31 Vehicle Rental Service
Vehicle Rental Companies
&
Commercial
Transportation
Service,
Passenger
Transportation Service, Delivery Transportation Service, &
Trucking/Shipping Service
Online Education Service, Online Data Service & Online
Game Service
22
32 Vehicle Repair Service
Vehicle Repair Companies
Premium Automobile Repair Service, Secondary
Automobile Repair Service, Convenient Repair Service,
etc.
33 Electronic Cash Service
Electronic Cash
Network-Based Electronic Cash
34 Water Purifier Rental Service
Water Purifier Rentals
35 Parking Lots
Parking Lots
36 Housing Construction
Housing Construction Companies
Private Houses, Multi-Housing Units, Tenements &
Apartment Units
37 Used Home Appliance Sales
Used Home Appliances
TV, Refrigerators, Washing Machines, etc.
38 Used Car Sales
Used Car Sales Companies
39
Windows
Construction
&
Doors Windows & Doors Construction
Companies
Swimming Pool, Fitness Center, Public Sports Center, Golf
Practice Range, Bowling Alley, Aerobic Center, etc.
Sports Facilities
40
Sports, Leisure & Discount
Leisure Services
Membership Services
Event Planning Service, Farm Weekend, Wedding Agency,
Ticket Reservations, etc.
Discount Memberships
41 High-Speed Internet Service
High-Speed Internet Services
42 Courier & Delivery Service
Courier & Delivery Services
Liberal Arts & Science, Engineering, Art, Home
Economics, Business Affairs, Reading, etc.
Public Academic Institutes & Public Academic Institutes
43
Lifelong Learning Centers
Lifelong Learning Centers
23
44
Resort
&
Services
Condominium
Resorts & Condominiums
24
<Appendix II>
Regulations on Consumer Dispute Resolution by Product Item
1. Matchmaking Service (1 type of industry)
Product Description
Marriage Information
Regulations on Consumer
Type of Damage
Dispute Resolution
Remarks
1) Contract cancellation or termination
‘At-fault’: Applied when
due to business’ fault
consumers can prove that
-Prior to using service (arranged dates) -Refund the membership fee & false information about a
20% of total membership fee
person such as marital status,
occupation, and educational
-After receiving service (more than -Refund Membership fee * (the
one arranged dates)
remaining number of arranged
dates/total number of arranged
dates promised) + 20% of the
membership fee
25
background
was,
either
accidentally or intentionally,
disclosed by an individual to
a third party.
2) Contract cancellation or termination
due to consumer’s fault
-Prior to receiving service (arranged
dates)
-After receiving service (more than
-Refund 80% of the membership
fee
-Refund 80% of the membership
fee x (remaining number of
arranged dates/total number of
one arranged dates)
dates promised)
2. Security Service (1 type of industry)
Product Description
Security Services
Regulations on Consumer
Type of Damage
1) Different service provided from that
stated in contract
2) Functional or performance defects
in security system
3) Defects incurred within one month
after repairing security system
Dispute Resolution
Remarks
-Contract termination
-Free repair
-Product exchange or contract
termination
4) Burglary due to delayed dispatch -Compensate for any damage or -In case of difficulty in
after security system goes off
loss
proving the actual monetary
5) Contract cancellation or termination
damage, it shall be within the
due to business’ fault
criteria indicated in the
26
-Prior to using service
-After receiving service
-Return of the contract amount & contract.
compensate 10% of total amount
of fixed monthly fees for one
year
-Compensate 10% of total fixed
monthly fees for one year
(provided, that in the case of
prepayment or non-payment of
the service fees, the business
shall pay for the amount
mutually agreed)
6) Contract cancellation or termination
due to consumer’s fault
-Prior to using service
-After receiving service
-Compensate 10% of total fixed
monthly fees for one year
-Compensate 10% of total fixed
monthly fees for one year
(provided, that in the case of
prepayment or non-payment of
service fees, the business shall
pay for the amount mutually
agreed)
27
3. National Examination Preparation Center (1 type of industry)
Product Description
Regulations on Consumer
Dispute Resolution
Type of Damage
1) Contract cancellation or termination
due to a business’ fault
-Prior to using service
-After receiving service
National Examination
Preparation Centers
-Return of the contract amount
plus 10% of the service fee
already used
-Refund the total service fee after
deducting the amount for service
used till cancellation date plus
10% of the total service fee
2) Contract cancellation or termination
due to a consumer’s fault
-Refund the service fee after
-Prior to using service
deducting 10% of cancellation
fee
-After receiving service
-Refund the total service fee after
deducting the amount for service
used till cancellation date plus
10% of the total service fee
28
Remarks
4. Public Service (2 types of industries)
Product Description
Regulations on Consumer
Dispute Resolution
Type of Damage
1) Damages from incorrect voltage -Refund the remaining balance
measurement caused by breakdowns
or huge range of errors of electricity
meters, or miscalculation of the usage
amount
2) Unfair charging of utility fees due -Refund the remaining balance
to mistakes in reading meters, noninspection of meters, inaccurate
labeling of meter dials, miscalculation
Electricity Services
of utility fees, charging for unused
voltage and inspection during wrong
period
3) Overlapping charges caused by -Full refund or refund the
double-billings or consumers’ faults
remaining balance
4) Failing to notify the plans of -Compensate for the damages
suspending power supply
5) Equipment breakdowns due to
excessive power supply
6) Property damage while installing
electrical apparatus
-Provide the repair (if repair is
impossible, provide product
exchange
or
monetary
compensation)
29
Remarks
7) Damage incurred by lack of ″
separation distance between power
line and equipment
″
1) Double-billings and calculation -Refund the remaining balance
errors
2) Property damage while installing a
temporary communication system
3) Overcharged phone bills due to
business’ fault (incorrect records of
phone uses or miscalculation of the
fee )
Telephone Services
-Remove the installed system or
compensate for monetary loss
-Refund the remaining balance
or deducted amount
-Payment exempt or refund
4) Overdue payment resulting from
non-delivery of phone bills
-Compensation for damages
5) Damage incurred by discontinuation
or breakdown of service for more than
six hours
-If only in case there is
objective evidence
-Provided, that in case of
unexpected
circumstances
such as natural disasters, or
accidental or intentional fault
by the consumer, it shall not
apply.
Time
of
service
discontinuation
or
breakdown shall be from the
30
time after the consumer
notifies the company
5. Industrial Goods (27 types of industries)
Product Description
Home Appliances
Type of Damage
Regulations on Consumer Dispute
Remarks
Resolution
1) Functional or performance -Product exchange or refund
defects while using the product
within ten days from the date of
purchase
2) Functional or performance -Product exchange or free repair
defects while using the product
within one month from the date of
-Depreciation Calculation
•Based on fixed rate policy
but durable period shall be in
accordance
with
the
Corporate Tax Law (monthly
allotment)
•Depreciation Amount
purchase
3) Functional or performance
defects while using the product
within the warranty period
-Defects
-Free repair
-Repair impossibility
-Product exchange or refund
-Exchange impossibility
-Refund
=(Year of Usage/Durable
Period) x Purchase Price
-Occurrence
of
the
fourth -Product exchange or refund
breakdown after receiving repairs
for similar defects
-Fifth recurring breakdown after -Product exchange or refund
31
-In case of assembling parts
for computers or record
players, exchanges shall be
receiving repairs for various
defects
-If repairs are needed within one -Refund
month after product exchange
4) If contractor loses the product
consumer requested for repair
-Within warranty period
-After the lapse of warranty period
computers, the main body,
-Product exchange or refund
monitor and keyboard shall
-Refund the depreciated purchase be considered a set.
price plus 10% additional charge
5) Damages incurred by nonpossession of repair parts:
-Within warranty period
•Functional or performance defects -Product exchange or refund
while using the product
•Accidental
or
intentional -Product exchange & refund
breakdowns caused by the purchase price after deducting the
consumer
amount of repair cost
-After the lapse of warranty period
made for each separate item;
For assembling parts in a set,
it shall not apply so refund
shall be provided in the
amount equal to the whole
set. Provided, that in case of
-Refund the depreciated purchase
price plus 10% additional charge
32
6) Damages occurred while -Product exchange (provided, that in
delivering the purchased goods
case of consigning the delivery of
goods to a delivery agent, the
business shall have the right to claim
compensation for damages toward
the delivery agent)
7) Damages
installment
Light Bulbs
occurred
during -Product exchange
1) Functional or performance -Product exchange or refund
defects while using the product
within 30 days from the date of
purchase (mishaps in light bulb
base, lighting or darkening)
2) Damages occurred during -Product exchange or refund
distribution process
Furniture
1) Dust mites and germs
-Found within 10 days from the -Product exchange or refund
date of purchase
-Found within two years from the -Free repair or parts exchange
date of purchase
-Recurring
problems
receiving parts exchange
2) Crooked doors
after -Product exchange
33
-More than 0.5% of door length
•Within six months from the date -Product exchange
of purchase
•Within three years from the date -Free repair or parts exchange
of purchase
-Within 0.5% of door length
•Within three years from the date -Free repair or parts exchange
of purchase
3) Efflorescence & weak coating
-Within 10 days from the date of -Product exchange or refund
purchase
-Within six months from the date -Product exchange
of purchase
-Within three years from the date -Free repair or parts exchange
of purchase
-Recurring defects after receiving -Product exchange
repairs
4) Color difference
-Within one month from the date -Product exchange (refund
of purchase
exchange for the same
furniture is impossible)
5) Color change
-Within 10 days from the date of -Product exchange or refund
34
if
color
purchase
-Within one year from the date of -Product exchange
purchase
6) Strong chemical smells
-Within six months from the date -Product exchange or refund
of purchase
7) Standard measurement error -Product exchange
(±5mm)
8) Cracks, splits & color changes
in painted furniture
-Within 10 days from the date of -Product exchange or refund
purchase
-Within one year from the date of -Free repair or parts exchange
purchase
9) Cracks, splits & color changes
in rattan furniture
-Within 10 days from the date of -Product exchange or refund
purchase
-Within one year from the date of -Free repair or parts exchange
purchase
10) Bed quality defect (e.g. spring,
mattress)
-Within 10 days from the date of -Product exchange or refund
35
purchase
-Within one year from the date of -Product & parts exchange
purchase
11) Sofa quality defect (e.g. color
changes, rips, splits and outdated
spring)
-Within 10 days from the date of -Product exchange or refund
purchase
-Within one year from the date of -Free repair or parts exchange
purchase
-After the lapse of one year from -Repair (non-free)
the date of purchase
12) Mishaps during delivery
process
-Within one month from the date -Product exchange
of purchase
13) Products sold using copied -Refund
brand, log and/ or design
14) Third recurring defect after -Product exchange or refund
receiving repairs within the
warranty period
15) Contract cancellation after
payment but before receiving the
36
purchased goods:
--Due to consumer’s fault
-3 days before the delivery
-1 day before the delivery
-Refund the prepaid amount after
deducting 5% of the amount
-Refund the prepaid amount after
deducting 10% of the amount
--Due to business’ fault:
•If prepaid fee is lower than 10% -Refund twice the amount of prepaid
of product price
fee
•If prepaid fee is higher than 10% -Refund the prepaid amount plus
of product price
10% additional charge
16) Damages caused by repair
impossibility
-Within warranty period
-Product exchange or refund
•Defects while using the product
•Defects caused by the consumer’s -Refund the depreciated amount
fault
from purchase price or product
exchange
-After the lapse of warranty period -Refund the depreciated purchase
price plus 10% additional charge or
product exchange
Automobile
1) Within warranty period
-Warranty Period
-Breakdowns due to quality or -Free repair (parts or functional •Body & Parts: within two
manufacturing defects
device exchange)
years (provided, that in
37
-Two or more breakdowns that -Product exchange or refund
affect driving performance &
safety (e.g. headlight, break,
engine or transmission device)
within one month from the date of
vehicle delivery
case
average
mileage
surpasses 40,000km, it shall
expire)
•Engine & Transmission
Device: within three years
(provided, that in case
-Fourth recurring breakdown after
average mileage surpasses
receiving repairs for same defects
60,000km, it shall expire)
or
defects
surpassing
the
accumulated repair period (30
days)
-Product exchange or refund -Including but not limited to
repairs by manufacturer,
•Age of vehicle less than 12 (including essential costs)
months
-Parts exchange & functional device seller or proxy (designated
•Age of vehicle over 12 months
exchange in case there are remaining branch or repair shop)
defects (e.g. engine or transmission
device)
-Repair Time Calculation
•If consumers request repairs
in written form to the
manufacturer, seller or proxy,
it shall be included in the
accumulated
work
time
(manufacturer,
seller
or
proxy must provide and
38
distribute
forms).
repair
request
•If repairs can be made on
the same day as the request
date, it shall be one day; If
repairs take more than one
day, it shall be the total
number of days (provided,
that in case repairs are
impossible due to public
holidays, strikes and natural
disasters, it shall be excluded
from the accumulated work
time).
-Compensation
exemption
from
non-possession
of
repair parts: In case of repair
impossibilities among cars in
accidents caused by fires and
2) Repair impossibility due to the
non-possession of repair parts:
①Within warranty period
-Defects while using the product
collisions
•Age of vehicle less than 12 -Refund (including essential costs) *Essential Cost Calculation
months
or product exchange
-The seller bears the expense
39
•Age of vehicle over 12 months
-Defects caused by driver’s fault
for essential costs (e.g.
-Refund the depreciated purchase registration tax, acquisition
price plus 10% additional charge or tax, education tax, license
product exchange
plate fee, etc.) with the
exception of optional fees
-Refund the depreciated purchase (comprehensive
insurance
price or product exchange
coverage,
incidental
fee, etc.)
installment
charge, notarial
•With the exception
optional installment fees
of
*Depreciation Amount
•Based on fixed rate policy
but durable period shall be in
with
the
②After the lapse of warranty -Refund the depreciated purchase accordance
period
price (including essential costs) plus Corporate Tax Law (monthly
10% additional charge or product allotment)
exchange
•Depreciation Amount=
(Year of Usage/Durable
Period) x Purchase Price
(Essential costs included
③ Within warranty period but -Refund the 10% of the purchase such as registration tax,
40
after the lapse of durable period
price (including essential costs) or acquisition tax, education
product exchange
tax, license plate fee, etc.)
-For recognizable defects
3) In case remaining insurance
(steel plates, coating, etc.),
installment fee was claimed - Cancellation of the claim
the consumer must notify of
without prior notice in written
the problem within seven
form,
days from the date of vehicle
delivery.
4) Defects occurred while shipping -Compensation for damages, free -Person Liable
and/or loading vehicles
repair, product exchange or refund
•Optional parts installed
during shipment: auto maker
5) Defects related to optional parts
•Optional parts installed after
(airbag, ABS, remote control -Free repair, refund or product shipment: part installment
starter, etc.)
-Within warranty period
exchange
-Repair (non-free)
company
-After the lapse of warranty period
Motorcycle
1) Within warranty period &
-Warranty Period: within one
average mileage
-Breakdowns caused by quality or -Free repair or parts exchange
manufacturing defects
-Third recurring breakdown after -Product exchange or refund
year (provided, that in case
average mileage surpasses
10,000km, it shall expire)
41
receiving repairs for similar
defects involving engine or
transmission
device
(ignition
device,
charging
equipment,
starting device, etc.)
-Depreciation Amount=
2) Repair impossibility due to the
non-possession of repair parts:
-Within warranty period
•Defects incurred while using the
product
•Defects caused by driver’s fault
-After the lapse of warranty period
-Full refund (including essential (Year of Usage/Durable
costs) or product exchange
Period) x Purchase Price
-Refund the depreciated purchase (Essential costs included
price or product exchange
such as registration tax,
acquisition tax, education
-Refund the depreciated purchase tax, license plate fee, etc.)
price (including essential costs) plus
10% additional charge or product
exchange
1) Functional or manufacturing -Product exchange
defects within six months from the
date of purchase
Bicycle
2) Functional or performance
defects while using the product
within warranty period:
-Defects
-Free repair
42
-Repair impossibility
-Product exchange
-Fourth recurring breakdown after -Product exchange or refund
receiving repairs for similar
defects
-Product exchange or refund
-Fifth recurring breakdown after
receiving repairs for various
defects
1) Functional or performance -Product exchange or refund
defects while using the product
within 10 days from the date of
purchase
Boiler
2) Functional or performance
defects while using the product
within warranty period:
-Defects
-Repair impossibility
-Quick exchanges
-Third recurring breakdown after
-Free repair
-Product exchange or refund
-Refund
-Product exchange or refund
receiving repairs for similar -Product exchange or refund
defects
-Fifth recurring breakdown after -Refund
receiving repairs for various
43
*Calculation
following
exchanges & refund include
construction cost for snow
removal work
defects
-If repair needed within one month
after last product exchange
3) Repair impossibility due to the -Product exchange or refund
non-possession of repair parts:
-Within warranty period
-Refund the deducted amount after
•Functional or performance defects depreciation based on purchase price
while using the product
or product exchange
•Accidental
or
intentional -Refund the depreciated purchase
breakdowns caused by the price plus 10% additional charge or
consumer
product exchange
-After the lapse of warranty period
-Free repair or compensation for
damages (construction company
liable)
4) Construction mishaps within
warranty period
Agricultural Machinery
Fishery Machine
1) Within warranty period
-Breakdowns caused by product -Product exchange
defects
-Breakdowns caused by quality or -Free repair
44
-The following cases require
on-site repairs:
•Refusal to deliver goods
•Difficulty in delivery of
material defects
-Breakdowns
caused
by -Free repair
manufacturing defects
-Breakdowns caused by assembly -Free repair
or installment defects
-Occurrence
of
the
third -Product exchange or refund
breakdown after receiving repairs
for similar defects
-Free repair
-Breakdowns caused by packaging
& delivery defects
2) Repair impossibility due to the
non-possession of repair parts:
-Within warranty period
-Product exchange or refund
•Functional or performance defects
while using the product
-Product exchange after refunding
•Accidental
or
intentional the amount of repair cost
breakdowns caused by the -Refund the depreciated purchase
consumer
price plus 10% additional charge
•Breakdowns after the lapse of
warranty period
-Compensation for damages
45
goods
or
delivery cost
overcharging
•Farming season
3) If repair takes more than 10
days (farming season) from the
date of repair request, without
probable cause
1) Quality defects
-Product exchange or refund
2) Defective products
-Compensation for damages
Fishing Gear
1) Quality defects
2) Defective products
-Product exchange or refund
-Compensation for damages
Livestock Material
1) Quality defects
2) Defective products
-Product exchange or refund
-Compensation for damages
Agricultural Material
1) Quality defects
(operational
mishaps,
Construction Material
(Sanitation Equipment)
defects, cracks, weak coating,
standards deficiency, etc.)
2) Manufacturing defects
(breakdowns,
construction
mishaps, cracks, leaks, etc.)
1) Quality defects
(discoloration,
color
(Wallpaper)
-Prior to
color exchange
construction: repair & compensation
for damages
-Repair & compensation for
damages
-Prior to
defects, exchange
standards deficiency, etc.)
2) Manufacturing defects
(discoloration, plushiness, etc.)
construction: product
&
refund;
After
construction: product
&
refund;
After
construction: repair & compensation
for damages
-Repair & compensation for
damages
46
(Tile)
1) Quality defects
-Prior to construction: product
(discoloration,
color
defects, exchange
&
refund;
After
standards deficiency, etc.)
construction: repair & compensation
for damages
2) Manufacturing defects
-Repair & compensation for
(efflorescence, frost, adhesion damages
defects, slab surface defects, etc.)
(F.R.P. Tank)
1) Quality defects
-Prior to construction: product
(rusting, standards deficiency,
exchange
&
refund;
After
defected clamp joint metal, etc.)
construction: repair & compensation
for damages
2) Manufacturing defects
-Compensation for damages
(leaks, rusting, defected clamp
joint metal, etc.)
1) Quality defects
(color defects, coagulation, etc.)
(Paint)
2) Manufacturing defects
-Prior to construction: product
exchange
&
refund;
After
construction: repair & compensation
for damages
-Compensation for damages
(color, gloss, coloration, paint
finishing defects, discoloration,
etc.)
-Product exchange & refund
3) Supply shortage
47
(Cement)
1) Quality defects
-Prior to construction: product
(cracks, low cement strength, exchange
&
refund;
After
standards deficiency, etc.)
construction: repair & compensation
for damages
2) Manufacturing defects
-Repair & compensation for
(cracks, cement finishing defects, damages
etc.)
(Doors & Windows)
1) Quality defects
-Prior to construction: product
(operational defects, damages, exchange
&
refund;
After
standards deficiency, etc.)
construction: repair & compensation
for damages
2) Manufacturing defects
-Repair & compensation for
(construction mishaps, damages, damages
etc.)
(Wood)
1) Quality defects
(damages,
cracks,
standards
deficiency, color defects, dryness,
etc.)
2) Manufacturing defects
(damages,
adhesive
finishing defects, etc.)
Kitchen Goods
-Prior to construction: product
exchange
&
refund;
After
construction: repair & compensation
for damages
-Repair & compensation for
defects, damages
1) Functional or performance -Product exchange or refund
defects occurred within one month
48
from the date of purchase
2) Functional or performance
defects occurred within the
warranty period:
-Free repair
-Defects
-Product exchange
-Second recurring breakdown after
receiving repair
〃
-Repair impossibility
-Refund
-Exchange
impossibility
or
recurrence of similar defects after
productexchange
3) Damages due to the nonpossession of repair parts:
-Within warranty period
-Product exchange or refund
•Quality,
functional
or
performance defects while using -Product exchange after refunding
the product
the amount of repair cost
•Accidental
or
intentional
breakdowns caused by the -Refund the depreciated purchase
consumer’s fault
price plus 10% additional charge
-After the lapse of warranty period
49
4) If losing the product requested -Product exchange or refund
for repair:
-Refund the depreciated purchase
-Within warranty period
price plus 10% additional charge
-After the lapse of warranty period
Stationery
(Sharp Pencils)
(Lead Pencils)
1) Breakdowns
2) Clip breaks
3) Tip breaks
4) Rusting
5) Weak pen tips
-Product exchange
-Parts exchange
-Product exchange
-Product exchange
-Product exchange
1) Pencil lead breaks
-Product exchange
2) Difference in actual lead density -Product exchange
and labeled density
3) Shortage in quantity
-Product exchange or refund
(Pencils)
1) Slanted pencil or pencil point
-Product exchange
2) Lead density not indicated
-Product exchange
3) Unclear writing or pencil breaks
-Product exchange
4) Unstable pencil point due to
-Product exchange
weak adhesiveness between the
pencil and lead
(Ballpoint Pens)
1) Writing difficulty
2) Ink chunk
-Product exchange
-Product exchange
50
(Pencil Cases)
(Sketchbooks)
(School Bags)
(Photo Albums)
3) Defective pens
4) Ink leaks
5) Other damages
-Product exchange
-Product exchange
-Product exchange & compensation
for damages
1) Breaks or rips
-Product exchange
2) Weak lid magnets
-Product exchange
1) Loose springs
2) Rips & scatters
-Product exchange
-Product exchange
1) Coating peel-offs
2) Zipper breaks
3) Defective material
4) Change in shape & color
-Free repair
-Free repair
-Product exchange
-Free repair
5) Color changes/discoloration
-Free repair or product exchange
1) Damage to covers or inside
-Product exchange
pages
-Product exchange
2) Loose springs
-Product exchange
3) Adhesive defects or vinyl binder
cover rips
1) Separation of inner & outer -Product exchange
(Notebooks)
pages from detached cross tape
due to weak sewing structure
2) Printing quality defect
-Product exchange
3) Writing difficulty due to holes -Product exchange
51
and dots on paper
4) Different number of pages from -Product exchange
labeled number
5) Difference in actual paper -Product exchange
quality and labeled quality
-Weight of inner/outer paper
-Paper strength
-Brightness
1) Writing difficulty
2) Ink tube breaks
3) Ink leaks
(Fountain Pens)
-Free repair or product exchange
-Free repair or product exchange
-Free repair or product exchange
4) Loose caps or tight caps
-Free repair or product exchange
5) Clip breaks
-Free repair or product exchange
6) Other damages caused by ink -Compensation for damages
leaks
product exchange
7) Ink dryness
-Free repair or product exchange
52
&
(Crayons)
(Water Colors &
Oil Paints)
Clothing & Garments
-Product exchange
1) Defective packaging
-Product exchange
2) Crayon breaks prior to use
-Product exchange
3) Difference between actual color
and labeled color
-Product exchange
4) Easy breaks
-Product exchange
5) Crayon melts (in summer)
-Product exchange
6) Difference in volume
7) Coloring difficulty
-Product exchange
8) Decolorization
-Product exchange
1) Defective packaging
-Product exchange
2) Tube breaks
3) Paint dryness
4) Difference in actual color and
labeled color
5) Difference in actual number of
products and labeled number
6) Decolorization
-Product exchange
-Product exchange
-Product exchange
7) Division in paint layers
-Product exchange
1) Loose sewing
①Repair→②Product exchange → -Product Exchange
③Refund
•For same priced or similar
-Product exchange
-Product exchange
53
①Repair→②Product exchange → type of product
③Refund
•For defects in one of the
3) Defective sub-material
①Repair→②Product exchange → two-piece outfits, exchanged
for a whole outfit
③Refund
4) Inaccurate size
①Repair→②Product exchange → -Compensation
③Refund
•For material defects on
5) Inaccurate labeling (false ①Repair→②Product exchange → tailor-made
outfits,
information, omission) & bad ③Refund
compensation including labor
material composition causing
cost
washing mishaps
-Defect Cause Examination
2) Defective raw material
•In case of difficulty in
finding the cause of defect
due to impossibility of
product
tests,
the
manufacturer
(seller
or
importer) bears the burden of
proving the quality of
clothing in question is
problem-free (limited to
clothes worn for less than
two years from the date of
purchase)
54
6) Complaints regarding
design and/or color
size, -Product exchange (within seven -Compensation
days from the date of purchase, only •Free
repair→product
if undamaged )
exchange→refund
-Product Exchange & Refund
•Based on purchase price:
provided, that in case of
goods purchased within
warranty period, full refund
shall be provided; if after the
lapse of warranty period, it
shall not apply (based on
compensation rate of dry
cleaning industry)
-Repair or refund
•Product exchanges in stores
irrespective of whether it was
bought at a discount price
•For defects in one of the
two-piece outfits, exchanged
for a whole outfit
•Receipt provided in case
refund is requested
-Compensation
7) Defective material
•Compensation
55
including
labor cost
1) Quality defects occurred within -Product exchange
one month from the date of
purchase
-Breakdowns
Umbrellas
-Rusting
-Color changes & decolorization
-Leaks caused by material defects
-Contamination
2) Quality defects while using the -Free repair
product within warranty period
1) Loose sewing
2) Adhesive defects
3) Coloring defects
Shoes
4) Sub-material defects
5) Complaints regarding
design and/or color
-①Free repair→②Product exchange -Compensation exemption
→③Refund
-①Free repair→②Product exchange
→③Refund
-①Free repair→②Product exchange
→③Refund
-①Free repair→②Product exchange
→③Refund
size, -Product exchange (within seven
days from the date of purchase,
undamaged): provided, that in case
there is no available size, refund
56
•Defects
consumer’s
negligence
caused
fault
by
or
•Outdated products
-Product exchange in case of
repair impossibility
-Product Exchange & Refund
6) Water seeps into shoes
shall be provided). For complaints
regarding size, design and/or color, it
shall be exchanged for more than
80% of the original purchase price
and remaining difference paid in
cash.
-①Free repair → ②
exchange →③Refund
1) Adhesive defects
2) Loose sewing
Leather Goods
3) Coloring defects
4) Material defects
•For goods purchased within
warranty
period;
exchange/refund based on
purchase price and goods
purchased after warranty
period, it shall be deducted
accordance
with
Product (in
compensation rate of dry
cleaning industry)
-①Free repair→②Product exchange -Product Exchange & Refund
→③Refund
•For goods purchased within
period;
-①Free repair→②Product exchange warranty
exchange/refund based on
→③Refund
-①Free repair→②Product exchange purchase price and goods
purchased after warranty
→③Refund
-①Free repair→②Product exchange period, it is deducted (refer to
compensation rate of dry
→③Refund
- Product exchange (within seven cleaning industry)
days from the date of purchase,
5) Complaints regarding design & undamaged): provided, that in case
color
there is no available size, refund
shall be provided). For complaints
regarding size, design and/or color, it
57
shall be exchanged for more than
90% of the original purchase price
and remaining difference paid in
cash.
1)
Functional
or
performance -Product exchange or refund
defects while using the product
within 10 days from the date of
purchase
2) Functional or performance
defects while using the product
within warranty period:
-Defects
-Free repair
Musical Instrument
-Repair impossibility
-Exchange impossibility
-Occurrence
of
the
fourth
breakdown after receiving repairs
for similar defects
-Occurrence of the fifth breakdown
after receiving repairs for various
-Product exchange or refund
-Refund
-Product exchange or refund
-Product exchange or refund
defects
-If major repair is needed within -Refund
one month after product exchange
58
3) Tuning
-Within warranty period: 2 times
-After the lapse of warranty period
1) Separation due to:
-Adhesive defects
Tires
-Free tuning
-Tuning (non-free)
-Product exchange or refund
-For damages resulting from
manufacturing defect
-Infiltration of air into the tire
-Vulcanization
-Infiltration of particles (sand,
chemicals, etc.)
-Product exchange if wear
rate is less than 10%
-Refund if wear rate is
between 10%~80%
2) Cracking due to:
-Division between tread & side -Product exchange or refund
*Refund=
Purchase
wall
-Excessive vulcanization
excluded) x (1-Wear Rate)
*Wear Rate (%)=
(Standard Skid Depth-Skid
Depth Remaining) / Standard
Skin Depth x 100
3) Bead damage due to:
-Infiltration of air into the bead
-Vulcanization
-Incorrect bead wiring
-Product exchange or refund
Price
(VAT
-Compensation Exemption
•Wear rate over 80%
•Repair product
•Product used over three
years (based on manufacture
-Molding & expansion phase after
vulcanization
-Bead winding mishap
-Adhesive defects
59
4) Chipping/chunking/cutting due -Product exchange or refund
to:
-Rubber adhesive defects
-Excessive vulcanization
5) Joint opens due to:
-Product exchange or refund
-Adhesives incorrectly applied to
trade joint
-Adhesives incorrectly applied to
wheel joint
6) Air leakage due to
-Product exchange or refund
-Awling work mishap
-Bead/toe winding mishap
7) Different size from indicated in -Product exchange or refund
the contract
8) Different supply volume from -Product exchange or refund
indicated in contract
Briquette
1) Standards deficiency
-Product exchange
-Height difference of up to 142mm
60
date if without document
evidence)
•Compensation claims for
old tires proven to have been
collected
for
wrongful
purposes
•Products with no trademark
•Spare
tires
(bicycles
included) that haven’t been
used for over a year
(if error is less than 5%)
-Diameter difference of up to
150mm (if error is less than 5%)
-Weight difference of less than
3.6kg
-Heat capacity difference of less
than 4,400Kcal/kg
-One third of product damages
during collection
2) Incomplete combustion
-Product exchange
-Defects found after product
collection
3) Briquette & briquette ash breaks -Product exchange
4) Deficiency in combustion time
-Product exchange
5) Damage to stored Briquette
-User’s fault
-Product exchange after deducting
distribution cost by volume &
weight
6) Explosion during combustion
due to infiltration of particles
(gunpowder)
61
-Property damage
-Casualties
-Compensation for damage or loss
•Injuries
-Medical fee & acceptable expense
compensated
-Mutually agreed compensation
•Deaths
6. Performing Industry (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer Dispute
Remarks
Resolution
1) Cancellation due to:
-Full refund & 10% of total
admission fee compensated
-Business’ fault
-Full refund
Performing Industry
-Unavoidable circumstances such as
(film
&
video natural disasters
production excluded)
2) Refund requests
-Seven days before performance date
-Three days before performance date
-One day before performance date
-Refund after
cancellation fee
-Refund after
cancellation fee
-Refund after
cancellation fee
62
deducting
-For
discount
tickets,
refund shall be provided
based on the purchase price
but the business shall bear
20%
the burden of proof
deducting
30%
deducting
50%
7. Agriculture, Fishery & Livestock Products (7 types of industries)
Product Description
Regulations on Consumer Dispute
Remarks
Resolution
Type of Damage
1) Inaccurate information on quantity, -Product exchange or refund
content, weight, number & labeling)
◦Eggs
◦Meat Products
◦Grain Products
◦Fruits & Vegetables
◦Fishery Products
2) Rotting & Spoiling
3) Lapse of expiration date
4) Infiltration of contaminated
substances
5) Side effects
6) Defective packaging
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
-Medical fee, relevant expense and
disposable income compensated
-Medical fee, expense and
disposable income compensated
Animal Feed
Seedling Plantation
1) Shortage in weight
2) Rotting & Spoiling
3) Excessive amount of substance
4) Lapse of expiration date
5) Side effects
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
-Medical fee for animals
expense compensated
6) Carcass
-Compensation of animal price
1) Defects found prior to seedling
-Shortage in volume
-Product exchange or refund
-Infiltration
of
contaminated
63
&
substances
-Defective packaging
-Lapse on expiration date
-Rotting & Spoiling
2) In case of seed mixtures with nonsprouting & defective seeds due to
-If reports on non-sprouting
buds are made within 15
mutant seeds after planting
-If replanting is possible
days after normal sprouting
-Product exchange or compensate period, compensation shall
the amount of actual expenses
be provided
-If replanting is impossible
-Direct Expenses: labor
•Replanting possible to a different type -Compensation for the amount of cost, material cost, etc.
of seed
difference between expected and -Expected Profit
actual profit
=Average Harvest Volume
•Replanting impossible to a different -Compensate the
type of seed
expected profit
amount
of (for the recent 3 years) *
Price received by farmers
3) Difficulty in initiating & sustaining
growth & sustaining growth, or
bearing defective fruits (during and
after plantation)
-Seedling deficiency
-Difference in growth
status
from
originally
advertised
-Compensate the amount of
difference between expected and
actual profits
-Compensate the amount of
64
difference between expected and
-Unexpected weather conditions, actual profits, according to impure
ineffective plantation technology, seedling distribution rate
deficiency in seed germination, etc.
8. Cultural Goods & Others (4 types of industries)
Product Description
Type of Damage
Regulations on Consumer Dispute
Remarks
Resolution
1) Shortage in content & weight
-Product exchange or refund
2) Size difference
-Within one month from date of -Free repair or refund
purchase
Jewelry & Gemstones
3) Poor coating or plating
-Free repair or refund
-Within one year from date of
purchase
4) Difference in actual content and -Product exchange or refund
labeled content (e.g. level, color,
size, authentic/synthetic product,
etc.)
5) Poor setting
Accessories
-Free repair or product exchange
1) Complaints regarding design, -Product exchange
color and/or size
-Within seven days from the date of
65
purchase, undamaged)
2) Poor setting
-Free repair or product exchange
-Separation of strap and loop
3) Poor coating or plating
-Free repair or product exchange
-Within six months from the date of
purchase
-Quality defects (damage, shortage
in total page number, poor recording,
etc.)
-Non-distribution of contract
-Excessive penalty on contract
cancellation in written form within
Books & Records
-Product exchange
-Contract cancellation
-Contract cancellation
penalty fee
without
-
period of retraction
-Intentional damage to packaging by -Contract cancellation
the seller to limit the buyer’s right to
cancel
-Contracts drawn up by a seller -Contract cancellation
using a fake name and a fake place
of business
-Contract cancellation after the lapse -Contract
cancellation
of retraction period
deducting general expenses
-Non-performance of contract after -Contract cancellation
selling products
66
-
after
-Terminating regular subscription
(based on the termination date set in
the written contract)
•Unavoidable circumstances of the -Refund the subscription fee for -Subscription fee shall be
seller
the remaining period plus 10% based on actual price paid
additional charge
for subscription
-Refund the subscription fee for
after
•Unavoidable circumstances of the the remaining period
consumer
deducting 10% of the amount
-Returning free gifts after canceling -Product return
regular subscription
-Compensate the purchase price
-Contract
cancellation
after
•Undamaged goods
deducting
loss
calculated
•Damaged goods
according to the General Usage
-Contract cancellation after the lapse Rate & Damage Rate
of retraction period
67
※General Usage Rate & Damage Rate
•Higher damage rate is chosen between overall usage rate and damage rate.
•Damage rate is based on the condition of each type of book or record: provided, that in case of
difficulty in dividing the goods, damage rate is based on another unit.
-Books
a. Overall usage rate
Usage Time
Overall Usage
Rate (%)
Usage Time
Overall Usage
Rate (%)
Less than 1
Less than 2
Less than 3
Less than 4
Less than 5
Month
Months
Months
Months
Months
20
23
27
30
40
Less than 6
Less than 7
Less than 8
Less than 9
Less than 10
Months
Months
Months
Months
Months
50
60
70
80
90
b. Damage Rate (after product return)
Product Condition
Damage Rate (%)
Moderate condition
20
Somewhat poor condition (in which resale is impossible)
50
Very poor condition (in which overall product value is diminished)
85
68
-Records
•Individually wrapped records; unwrapped products shall be considered copied and charged for the
number of products unwrapped (provided, that in case of quality defects, the damage rate shall not apply
even for unwrapped products)
-In case books or records are sold with other products as a set
•Overall usage rate and damage rate for individual products is applied
Product Description
Recreational
Products
Type of Damage
Regulations on Consumer Dispute
Remarks
Resolution
1) Functional or performance defects -Product exchange
occurred while using the product
within one month from the date of
purchase
※Provided, that in case of
golf products, the standard
period for exchange are as
follows:
2) Repair impossibility due to -Product exchange
manufacturing & structural defects
3) Quality, functional & performance -Free repair
Sports
defects while using the product
4) Occurrence of the fourth -Product exchange
breakdown after receiving repairs for
similar defects or fifth breakdown
-Golf Club: within three
months from the date of
purchase
-Other Products (gloves,
shoes): within six months
from the date of purchase
after receiving repairs for various
defects
5) Even if a case falls into the above
four cases, if :
69
-Product exchange impossible
-Refund
-If breakdowns occur within 30 days
after product exchange
6) If losing the product requested for
repair
-Within warranty period
-After the lapse of warranty period
7) Damages due to the
possession of repair parts:
-Within warranty period
-Product exchange or refund
-Refund the depreciated purchase
non- price plus 10% additional charge
•Quality, functional or performance
defects while using the product
-Product exchange or refund
•Accidental
or
intentional
breakdowns caused by consumer’s -Product exchange after collecting
fault
the repair cost
-After the lapse of warranty period
-Refund the depreciated purchase
price plus 10% additional charge
70
9. Beauty Care (2 types of industries)
Product Description
Type of Damage
Regulations on Consumer Dispute
Remarks
Resolution
1) Different service from indicated -Contract cancellation and refund
within contract
after deducting Usage Cost amount
* actual after deducting deducted
amount for the number of days
service used till cancellation date)
2) Physical injuries
-Provide the amount necessary for
Skin Care
Hair Care
-Usage Cost
= the total price * actual
number of days consumers
used the service/ total
number of days
(Separate
billing
on
the recovery from the injury, and makeup products shall be
3) Contract cancellation due to compensation if recovery is prohibited)
business’ fault
impossible
-Prior to using service
•Cancellation within 20 days from -Full refund
the date of agreement
•Cancellation after the lapse of 20 -Full refund & 10% additional
days from the date of agreement
-After receiving service
charge
-Refund after deducting Usage -In case of signing a
Cost plus 10% of the cancellation contract based on number
fee
of services, refund shall be
71
provided after deducting
the amount for the number
of days service was used
4) Contract cancellation due to
consumer’s fault
-Prior to using service
-Full refund
•Cancellation within 20 days from
the date of agreement
-Refund the 10% deducted amount
•Cancellation after the lapse of 20 from total usage cost
days from the date of agreement
-Refund the 10% deducted amount
-After service starts
from total usage cost for the
number of days service used till
cancellation date
10. Real Estate Brokerage (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer Dispute
Remarks
Resolution
1) Excessive withdrawal of real -Return the difference in amount
estate brokerage commissions
Real Estate Brokerage 2)
Property
damage
from -Compensation for any damage or
Service
inattentiveness to checking & loss
explaining the real estate products in
question
72
11. Photography & Photo Developing Industry (1 type of industry)
Product Description
Type of Damage
1) Photo processing difficulty due to
mishaps
while
developing
Photography
Developing
&
undamaged film
2) Loss of films or videotapes
3) Excessive demand on repair cost
for a rental camera that was broken
Photo by consumer’s fault
4) If consumers request the
photographer to return the original
Regulations on Consumer Dispute
Remarks
Resolution
-Compensation for damages
-Refund
contract
fee
&
compensation for damages
-Bears the expense for only
damaged parts & material cost
-Based on pre-contractual terms -Copyright
but if there are no such contracts
roll of film (polaroid or digital
•Return polaroid film to consumer
camera film)
•Digital film to be returned to
consumer but the consumer shall
bear the expense for materials to
make the delivery
73
is
not
transferred when returning
the original film
-Photographers may keep
the original film for one
year
12. Maternity Care Service (1 type of industry)
Product Description
Regulations on Consumer Dispute
Remarks
Resolution
Type of Damage
1)
Contract
cancellation
before
admission due to:
◦Business’ fault
-Refund contract fee & 100% of -Provided, that in case the
total contract fee compensated
contract fee exceeds 10%
of total usage cost, the
◦Consumer’s fault
-After the lapse of nine days before -Contract fee non-refundable
exceeding amount shall be
admission date
fully refunded and the
-After the lapse of 10~20 days -Refund 30% of the contract fee
remaining amount shall be
Maternity Care Centers
before admission date
-Refund 60% of the contract fee
-After the lapse of 21~30 days -Full refund of the contract fee
before admission date
-One month before admission date or
within 24 hours after the lapse of
agreement date
2) Contract cancellation after -Refund
the
amount
after
admission due to:
◦Business’ fault
deducting total Usage Cost and
10% compensation fee
-Refund
74
the
amount
after
refunded based on the rate
set in the Regulations on
Consumer
Dispute
Resolution
◦Consumer’s fault
deducting total Usage Cost plus
10% cancellation fee
13. Merchandise Coupons & Gift Certificates (1 type of industry)
Product Description
Type of Damage
Regulations
on
Dispute Resolution
Consumer
1) Consumers denied to be paid the -Pay the remaining amount
remaining amount of the cash
certificate after purchasing goods or
services, even if the remaining
◦Merchandise
Coupons
◦Gift Certificates
◦Gift Cards
amount is within the range of
“Reimbursement Rate.”
2) Consumers denied the purchase of
certain goods with coupons for no
reason or for reasons that it is during
the discount period.
3) Consumers denied the purchase of
Remarks
-Reimbursement Rate
=Purchase
Price/Coupon
Face Value
•If face value exceeds 10,000
won: 60%
-Provide the goods in question or •If face value is below
full refund of the coupon’s face 10,000 won: 80%
value
•If using more than two
coupons at the same time, it
shall be based on the total
-Allow consumers to buy goods amount of the coupon face
goods with coupons because of the with the coupons
change in coupon issuer under the
Merchandise Coupons Act
4) Consumers denied the purchase of -Allow consumers to buy goods
75
value. Provided, that in case
the purchase price and
coupons are irrelevant, it
shall be excluded from the
goods with coupons on the ground with the coupons within the
that the validation period was range of 90% of the face value
passed, even if it is still within the
expiration period (five years) of
merchandise coupons
total amount.
-Compensation
Liability:
Coupon issuer (including the
store
under
direct
management) and the party
designated by the coupon
issuer (stores accepting the
merchandise coupons in
question)
-“Merchandise
Coupons”,
irrespective of type, shall
refer to trading securities in
5) Consumers denied cash refunds of -Allow consumers to buy goods which a consumer provides a
merchandise coupons or gift with the coupons
certificates, due to businesses’ nonprovision or late provision of goods
or services
specific amount with an
issued merchandise coupon
or
gift
certificate
(in
electronic or handwritten
form) to a designated party
(stores that accept the coupon
in question), so as to
purchase a certain number of
goods or obtain services.
76
14. Laundry & Dry Cleaning Service (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Declororization, color changes, -Restored to original state or 1. Compensation Calculation
recontamination, damage, etc.
compensation for damages
(1) Purchase Price x Compensation
Ratio
2) Loss or disappearance of -Compensation for damages
laundry material
Laundry
&
Cleaning Services
(2) Provided, that in case of a special
contractual
terms
regarding
compensation, it shall apply.
2. Partial Deduction of Compensation
Amount
(1) If businesses are able to prove that
the damage was partly caused by the
consumer’s fault. Provided, that in
case the business proves that the
damage was caused by another
Dry
person, the business shall initially
provide
compensation
to
the
consumer and then exercise right to
indemnity to the other person.
77
(2) If damaged laundry is delivered
after gaining the consumer’s consent
as well as providing compensation for
damages.
3. Compensation Exemption
(1) If the consumer delivers the
laundry after checking for any
damages based on the laundry & dry
cleaning
service
order
form
(provided, that in case business’ fault
is proven even though the consumer
checked and found no damages, it
shall not apply).
(2) If the consumer does not receive
the laundry past the due date & if
businesses fail to deliver the laundry
within 30 days from the date of
notification (if disagreements occur
on whether notification was made and
its period, the business shall bear the
responsibility of proof based on the
laundry & dry cleaning service order
form
78
4. Checking Laundry
-Laundry & dry cleaning services are
responsible for checking for any
damages on garments the consumer
handed over.
5. Delivery of Laundry/Dry Cleaning
Service Order Form
-When
providing
laundry/dry
cleaning services, the service order
form including the following items
shall be given to the consumers:
(1) Delivery date of laundry item
(2) Expected date of completion
(3) Name of product, number & price
(4) Washing/dry cleaning method
(5) Special features (whether there are
damages, special contractual terms)
(6) Name/phone number of consumer
5-1. Possible Compensation Items
Compensation shall be based on the
contents indicated on the service
order form: provided, that in case the
business leaves out the above
79
information on the order form
(Section 5) or fails to deliver the order
form, it shall be based on the claimed
amount (irrespective of damage or
type of laundry).
6. Compensation Standard for TwoPiece Outfits
(1) Compensation shall be provided
as one whole outfit.
(2) Provided, that in case the
consumer requests service for one of
the two-piece outfit, it shall be
provided for the article of clothing in
question.
7. Allotment of Compensation
Amount for Two-Piece Outfits
(1) For two pieces in one set:
Coat/Jacket (65%), Pants/Skirt (35%)
(2) For three pieces in one set:
Coat/Jacket (55%), Pants/Skirt (35%),
Blouse/Vest (10%)
(3) Hanbok: Skirt/Coat (50%), Pants
(50%)
80
(4) If two or more pieces in one set
are separately priced, it shall be based
on the individual price.
Compensation Ratio
Classification
Days
Compensation
Elapsed
Ratio (%)
1st Stage
0~15
95
2nd Stage
15~45
85
3rd Stage
45~90
70
4th Stage
90~135
60
5th Stage
135~180
50
6th Stage
180~225
45
7th Stage
225~270
40
8th Stage
270~315
35
9th Stage
315~360
30
10th Stage
360~
20
(1) ‘Days Elapsed’ refers to the
‘actual number of delayed days’
calculated by the number of days in a
year.
(2) ‘Actual Number of Delayed Days’
81
refers to the number of days elapsed
between the date of purchase, whether
used or not, to the date of service
request.
(3) Calculation Method
[Days Elapsed=Actual Number of
Delayed Days/Durable Period]
※ Sample of Calculation Method
[Purchase
Price
(100,000won),
Durable Period (4 years), Actual
Number of Delayed Days (240 days)]
① Calculation of Days Elapsed:
240/4=60 days
② Calculation of Compensation
Ratio:
Indemnification ratio for 60 days
elapsed is 70%
③ Calculation of Compensation
Amount
200,000 won x 70%=140,000 won
Average Durable Period by Product Item
Classification
Product Item
Purpose
82
Material
Product
Durable
Description
Period
Spring/Summer
Wool/Mixed Wool/Silk
4
Clothes
Others
3
Men’s Suits
Fall/Winter
Western-Style
Clothes
4
Overcoats
4
Raincoats
3
Coat
Dress, Two-Piece or
Three-Piece
Outfit
Wool/Mixed Wool/Silk
3
Others
2
Spring/Summer
(Women)
Fall/Winter
4
Wool/Mixed Wool/Silk
Tight/Flair/Culotte
Skirts,
Skirt
3
Jumper
Spring/Summer
Dresses
Others
2
Fall/Winter
3
Exercise Clothes,
Sports Ware
Sports Uniforms,
3
Swim Suits
Jacket/Jumper
Wool/Mixed Wool/Silk
3
Others
2
Spring/Summer
Fall/Winter
Trousers
4
Wool/Mixed Wool/Silk
Trousers, Slacks,
3
Others
Pantaloons, Pants
2
Spring/Summer
83
Fall/Winter
4
Sweater
Sweater, Cardigan
3
Cotton Shirts, TShirts, Button-Up
Shirts
Shirts,
2
Turtlenecks, Dress
Shirts
Silk
3
Others
2
Blouse
Working
Uniform
2
Office
School
3
Skirt/Coat/Pants/Outer
Silk/Velvet
Coat/Vest/Overcoat
Others
Hanbok
4
Silk/Cotton
3
Others
2
Scarf
Clothes
Accessory
Muffler
3
Neck Tie
2
Foundation, Lingerie,
Undergarments
Underwear
2
84
Pigskin, Reptile Skin
3
Others
5
Outer Clothes
Leather Goods
Others
3
Fake Leather
3
Wool
6
Others
5
Cotton
5
Others
4
Natural Leather
5
Others
3
Carpet
Interior
Blanket
/Decoration
Sofa
Curtain
Blanket,
Spring/Summer
2
Fall/Winter
3
Mattress,
Bedcovers
Covers
8. For damaged accessory
items (fur, collars & hats), it
shall be based on only the
particular
damaged
item.
Provided,
that
in
case
accessory items are an
essential part of the whole
outfit (winter hats), it shall be
85
calculated as a whole outfit.
15. Accommodation Service (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Contract cancellation due to
business’ fault
-Until five days before departure
-Refund contract fee
-Until two days before departure
-Refund contract fee & 10% of
total contract fee compensated
-Until one day before departure
Accommodation
Facilities
-Refund contract fee & 20% of
total contract fee compensated
-Cancellation or non-notification -Refund contract fee & 30% of
of changes on/until the day of total contract fee compensated
departure
2) Contract cancellation or
termination due to consumer’s
fault
-Until five days before departure
-Until two days before departure
-Refund contract fee
-Refund the 10%
deducted from total
-Refund the 0.2%
86
amount
amount
-Until one day before departure
deducted from total
-Refund the 0.3%
-Cancellation or non-notification deducted from total
of changes on/until the day of
departure
amount
16. Food & Beverage (19 types of industries)
Product Description
Type of Damage
Regulations
on
Dispute Resolution
◦Soft Drinks
◦Confectioneries
◦Frozen Snacks
◦Dairy Products
1) Lack of content & quantity
2) Rotting & spoiling
3) Lapse of expiration date
4) Infiltration of contaminants
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
◦Canned Goods
◦Pastries
◦Sugar & Flour
◦Edible Oil
◦Processed Meat
◦Seasoning
◦Sauce
led to income loss (provided, that in
5) Side effects
-Provide medical cost, relevant case proof is difficult, it shall be
expense and the amount of lost based on the commercial labor cost.
income
6) Accidents or injuries due to -Provide medical cost, relevant
damaged packaging/containers
expense and the amount of lost
income
◦Tea
◦Noodles
◦Nutritious Food
◦Alcohol & Liquor
87
Consumer
Remarks
-Amount of Lost Income: Applied
when able to prove that the damage
◦Lunch Package
◦Side Dishes
◦Frozen Food
◦Drinking Water
17. Credit Card Industry (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Unauthorized use by a third -full
compensation
party less than 60 days prior to the damages
date of report on lost/stolen cards
Credit Card Companies
for -Comparative fault allocation possible
in case of registered members’ fault
(based on credit card user stipulation)
as follows:
2) Unauthorized use by a third
party before receiving the issued -full
compensation
card
damages
•If
the
card
user
requests
for reimbursement after the lapse of more
than one year from the issuance date
and is unable to prove such nonreceipt
•If the card user recognizes the
unauthorized use following such nonreceipt but wrongful billing still
occurs due to belated reporting.
88
3) Unauthorized use by a third -Waiver of card
party due to wrongful issuance of financial obligation
a card using a stolen name or
using counterfeit cards
holder’s -Comparative fault allocation possible
in case of consumers’ fault (based on
credit card user stipulation)
4) If affiliate commission rates are -Return of commission from
charged to the registered company
credit card company affiliate
5) Rejection by card companies on -Refusal
of
providing
refutations for the following installment payments generated
reasons:
after the notification date of
①Nullification,
retraction, payment refusal to card
cancellation or termination of company
-Payment refusals including but not
limited to installment payments for
over 200,000 won, a written request
made to the card company within the
installment payment period, and must
installment contracts
provide reason of refutation
requested by the card company.
②Delivery failure of whole or
partial goods ordered
③Failure to provide collateral
warranties by seller
④Installment contract failures due
to other seller’s default
6) Wrongfully registered as a -Remove name from Credit
credit delinquent
Law Delinquent List &
89
if
compensation for damage
18. Pet Selling Industry (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) If animal deaths occur within -Exchange for same type of pet -When selling pet animals, pet shop
15 days after the purchase date
Pet Selling Companies
or refund (provided, that in
case death occurs due to
consumer’s
fault,
compensation
claim
is
impossible)
①Name & address of pet distributor
②Pet birth date & date of receiving
the pet by seller
after ③Pedigree, sex, color and special
curing to its original state by features when sold
the pet shop owner
④Vaccination
record
for
immunization and pesticide
2) If animals get sick within 15 -Return
days after the purchase date
owners must provide a written
document containing the following
items to the consumers:
to
consumer
⑤Veterinary/medication record
90
3) If contract paper was not - Cancellation of the contract
provided
⑥Health condition when sold
⑦Purchase price & purchase date
19. Overseas Language Training Program Agency (1 type of industry)
Product Description
Overseas
Training
Agencies
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Contract cancellations due to -Refund application fee &
business’ fault
compensation for damages
2) Contract cancellation or
Language termination due to consumers’
Program fault
①Contracts
including
only
application fee:
-Non-selection
of
language -Refund after deducting 20%
agencies or non-application for of total cost
91
overseas
language
training
program
-Preparation
underway
for -Refund after deducting 40%
application form and other of total cost
relevant documents after agency
selection
-Application form mailing
-Refund after deducting 70%
of total cost
-Refund rate of agencies in question
② Application fee and language
training course fee included in the
is primarily applied and if not, the
contract
said criteria shall apply.
-Until 40 days before start of -Refund the 10% amount
language training course
deducted from total cost
-Until 30~39days before start of -Refund after deducting 20%
language training course
of total cost
-Until 20~29 days before start of -Refund after deducting 30%
language training course
of total cost
-Until 10~19 days before start of -Refund after deducting 40%
language training course
of total cost
-Until 1~9 days before start of
language training course
-Same day as the start of language
training course
-Refund after deducting 50%
of total cost
-Refund after deducting 95%
of total cost
92
20. Travel Industry (2 types of industries)
Product Description
Regulations on Consumer
Remarks
Dispute Resolution
Type of Damage
1)
Damages
due
to
travel
-Same stipulation applied as standard
cancellation
-Cancellation by travel agency due
to agency’s fault
contract terms for domestic travel
<One Day Trip>
•If notifying cancellation until -Refund contract fee
until three days before departure
Domestic Travel
•If notifying cancellation until -Refund the contract fee plus
until two days before departure
10% compensation fee
•If notifying cancellation until -Refund the contract fee plus
until one day before departure
20% compensation fee
•If notifying cancellation or -Refund the contract fee plus
notification failure on/until the day 30% of the total fee
of departure
<Overnight Trip>
•If notifying cancellation until five -Refund contract fee
days before departure
93
•If notifying cancellation until two -Refund the contract fee plus
days before departure
10% of the total fee
•If notifying cancellation until one -Refund the contract fee plus
day before departure
20% of the total fee
•If notifying cancellation or -Refund the contract fee plus
notification failure on/until the day 30% of the total fee
of departure
-Cancellations by consumers due
to consumer’s fault
<One Day Trip>
•If notifying cancellation until -Full refund
three days before departure
•If notifying cancellation until two -Consumers pay 10% of
days before departure
cancellation fee
•If notifying cancellation until one - Consumers pay 20% of
day before departure
cancellation fee
•If notifying cancellation or - Consumers pay 30% of
notification failure on/until the day cancellation fee
of departure
<Overnight Trip>
•If notifying cancellation until five -Full refund
94
days before departure
•If notifying cancellation until two -Consumers pay 10% of
days before departure
cancellation fee
•If notifying cancellation until one - Consumers pay 20% of
day before departure
cancellation fee
•If notifying cancellation or - Consumers pay 30% of
notification failure on/until the day cancellation fee
of departure
-Contract termination by consumer
due to travel agency’s contractual
failure (before travel)
<One Day Trip>
•If notifying contractual changes -Refund contract fee
until three days before departure
•If notifying contractual changes -Refund the contract fee plus
until two days before departure
10% of the total fee
•If notifying contractual changes -Refund the contract fee plus
until one day before departure
20% of the total fee
•If notifying contractual changes -Refund the contract fee plus
or notification failure on/until the 30% of the total fee
day of departure
95
<Overnight Trip>
•If notifying contractual changes -Refund contract fee
until five days before departure
•If notifying contractual changes -Refund the contract fee plus
until two days before departure
10% of the total fee
•If notifying contractual changes -Refund the contract fee plus
until one day before departure
20% of the total fee
•If notifying contractual changes -Refund the contract fee plus
or notification failure on/until the 30% of the total fee
day of departure
-Cancellation by travel agencies -Refund contract fee & 100%
due to shortage in number of (penalty) of total contract fee
travelers (fail to fulfill the
notification obligation)
-Compensate for any damage
2) Damages due to contractual suffered by traveler(s)
failures by travel agencies (after
travel)
3)
Damages
accidentally
-Compensate for any damage
or suffered by traveler(s)
96
intentionally caused by travel
agencies/travel-related industries
-Compensate for any damage
4) Damages due to lost/stolen or loss suffered by traveler(s)
luggage or other accidents while
traveling
-Compensate for any damage
5) Delay in schedule or luggage suffered by traveler(s)
-Includes accidental or intentional
delivery failure due to travel
fault by transportation companies due
agencies’ accidental or intentional
to breakdowns or traffic accidents
fault
1) Damages due to cancellations
-Compensate for any damage
or loss suffered by traveler(s)
-Cancellations by travel agencies
due to agency’s fault
Overseas Travel
•If notifying cancellation 20 days -Full refund of contract fee
before departure
•If notifying cancellation 10~19 -Compensate 5% of total fee
days before departure
•If notifying cancellation 8~9 days - Compensate 10% of total fee
before departure
•If notifying cancellation 1~7 days - Compensate 20% of total fee
before departure
97
•If notifying cancellation on/until - Compensate 50% of total fee
the day of departure
-Contract cancellation requests by
traveler
•If notifying cancellation 20 days -Refund contract fee
before departure
•If notifying cancellation 10~19 -Consumers pay 5%
days before departure
cancellation fee
•If notifying cancellation 8~9 days -Consumers pay 10%
before departure
cancellation fee
•If notifying cancellation 1~7 days -Consumers pay 20%
before departure
cancellation fee
•If notifying cancellation on/until -Consumers pay
the day of departure
cancellation fee
-Notifying cancellation seven days -Refund contract fee
before departure due to shortage in
number of travelers
-Failing to notify cancellation by
travel agencies due to shortage in
number of travelers
98
50%
of
of
of
of
•If notifying cancellation until one -Consumers pay
day before departure
cancellation fee
•If notifying cancellation on/until -Consumers pay
the day of departure
cancellation fee
20%
of
50%
of
2) Damages due to contractual -Compensate for any damage
failures by travel agencies (after suffered by traveler(s)
travel)
3) Damages to accidental or -Compensate for any damage
intentional
fault
by
travel suffered by traveler(s)
agencies/travel-related agencies
21. Wedding Ceremony Service (1 type of industry)
Product Description
Regulations on Consumer
Remarks
Dispute Resolution
Type of Damage
1) Contract cancellations due to
business’ fault
-Before two months prior to -Refund
Wedding Halls
wedding day
-After two
wedding day
contract
compensation of
100% of the fee
months
prior
fee
plus
additional
to
-Compensate the amount of
99
wedding cost
2) Contract cancellations due to
consumer’s fault
-Before two months prior to - refund of contract fee
wedding day
-After two months prior to -consumers pay 100% of total
wedding day
contract fee as cancellation
penalty
3) Damages related to wedding
pictures
-Pictures taken without consumer -Refund the amount
consent
photograph cost
-Stolen or damaged pictures -Free
photographing
requested by consumer
4) Unfair treatment due to non-use
of accessory goods and facilities
5) Non-use of accessory goods and
services
due
to
business’
accidental or intentional fault
compensation for damages
-Refund the amount
wedding cost
of
&
of
-Compensate
double
the
amount of total usage cost
22. Transportation Service (9 types of industries)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
100
1) Transportation failure due to
business’ fault
-Transportation cancellation after -Refund contract fee & 50%
agreement
(penalty)
of
total
fare
compensated
-Transportation failure due to -Fare return & compensate for
◦Rental Buses
breakdowns, traffic accidents or any damage or loss suffered by
◦Special
Passenger
other accidents
passenger(s)
Vehicles
2) Different transportation service
from that indicated in the contract
3) Property damage or physical
injury
caused
by
driver’s
-Compensate for any damage
suffered by passenger(s)
-Compensate for any damage
suffered by passenger(s)
accidental or intentional fault
1) Burglary, damages, outage or
outflow during transportation
◦General Commercial 2) Damages caused by rusting,
Vehicles
deterioration or delays
Damages
due
volatile
◦Individual Commercial 3)
Vehicles
compounds,
inflammable
or
pharmaceutical substances
◦Delivery Vehicles
4) Charging costs surpassing the
agreed amount
-Refund of fare (if prepaid) & -Provided, that in case of damages
compensation for damages
due to consumer’s fault or due to
-Refund of fare (if prepaid) & unexpected circumstances such as
compensation for damages
natural disasters, it shall not apply.
-Refund of fare (if prepaid) & -For damages to agriculture, fishery
compensation for damages
-Refund the
remaining fare
101
amount
and livestock products (losses,
damages, outage, etc.), the current
of market price shall apply based on
final delivery date of transportation
vehicle.
1) Lost baggage
-Compensate for any damage
suffered by passenger(s)
2) Transportation failure due to
unexpected circumstances
of
business
-Transportation cancellation
Inter-city Buses
-Stipulations
set
based
on
-Refund of fare & 10% of total transportation contract terms (express
fare compensated
buses)
-Failure to aboard due to early -Refund of fare & 10% of total
starts
fare compensated
-Transportation failure due to -Shortage in number of
breakdowns, traffic accidents passengers: Refund the bus
and/or other reason
fare for the remaining distance
plus 20% of the fare
Continuity in travel: Provide
alternative
transportation
service & refund 20% of the
bus fare for the remaining
3) Transportation delays due to distance
unexpected
circumstances
of
business
-Over 50% delay from normal -Compensate 10% of total fare
102
time
-Over 100% delay from normal -Compensate 20% of total fare
time
4) Property damage or physical -Compensate for any damage
injury due to driver’s accidental or suffered by passenger(s)
intentional fault
5) Ticket returns by passengers
(postponing travel)
-Before departure
-Refund the total fare after
deducting 10%
-Lapse of two days after departure -Refund the total fare after
date
deducting 20% (Provided, that
in the case of weekends, offdays or holidays, refund the
fare after deducting 50%
-Lapse of three
departure date
days
after -Free
※Same stipulations applied as the
-Due to unavoidable situations
-Refund of the fare for the Railway Transportation Regulation &
remaining distance
National
Passenger
Railway
-Due to reasons under the -Full refund of ticket value ( if Transportation Regulation
responsibilities of the Rail the remaining distance is -Stipulations optionally applied based
1) Suspension of Service
Passenger Trains
103
Corporation
shorter than the minimum on passenger’s request
distance, minimum fare will be
paid)
-Departure/Arrival: Fare refund
after providing free ride
-Using other railway service:
allow passengers to use other
railway services and pay a
certain amount of cost for
delays
-Interruption of travel route:
postpone duration of passenger
tickets
-Refund the amount of for
delayed fare according to travel
distance
104
Amount of Refund
2) Delays
Time of Delay
KTX
20~40min
12.5%
40~60min
25%
General Trains
12.5%
60~80min
80~120min
50%
Over 120 min
3) Ticket returns by passengers
(postponing travel)
25%
50%
-After 22:00, returning departure
tickets possible until 09:00 the
-Non-reserved Tickets
-Refund of fare after deducting following day
-Before departure
minimum commission
-After departure but before arrival -Refund the fare after deducting
time
5%
Passenger Trains
-Reserved Tickets
-Until 2 days before the departure
-Until before the time of departure
- Until 10 min after the departure
-Refund of fare after deducting
minimum commission
-Refund the fare after deducting
10%
-Refund the fare after deducting
105
- Until before the time of arrival
20%
-Refund the fare after deducting
30%
Freight Trains
-Lost or damaged cargo
-Compensation for damages
Air Transportation
(Domestic Flights)
1) Lost or damaged baggage
-Compensate for any damage or -In case of paying advalorem tax
loss (based on air transport after filing a cargo claim, it shall
contract terms)
be based on claimed amount
2) Flight failures due to business’ -Bear expenses including a certain
accidental or intentional fault. amount of accommodation fee, if
Provided, that in case of needed
uncontrollable circumstances such
as meteorological conditions,
unexpected
circumstances
at
airports,
flight
connection
difficulties
and
unplanned
equipment maintenance for safe
flight, it shall not apply.
①If alternative
provided
-Within four hours
flights
are
-20% of total fare compensated
106
-Cancellation of scheduled flight,
reservation cancellation without
confirming
reservation
or
-After four hours
-30% of total fare compensated
②If alternative flights are not -Refund of fare & provide airline
provided
tickets or exchange tickets for the
flight in question
③If passenger(s) refuse to use -Refund of fare & provide
alternative flights
compensation based on the earliest
passenger name, overbooking, and
failure to keep passenger records
who have reserved airline tickets
-Alternative flights refer to that
provided
within
12
hours
available time of alternative flights (including other airlines)
in accordance with provisions in
①
3) Flight delays due to business’ -Bear expenses including a certain
accidental or intentional fault. amount of accommodation fee, if
Provided, that in case of needed
uncontrollable circumstances such
as meteorological conditions,
unexpected
circumstances
at
airports,
flight
connection
difficulties
and
unplanned
equipment maintenance for safe
flight, it shall not apply.
① Flight delayed for more than -Compensate 20% of total fare
two hours ~ within four hours
② Flight delayed fore more than -Compensate 30% of total fare
four hours
107
4) Provisions on unused passenger
tickets upon request for refund
prior to the expiration date of
tickets (or a separate period
indicated
in
the
contract
-For non-cancelled reservations
within said period, compensation
provided after deducting the due
cancellation charge; if service
charge and communication cost is
stipulations) due to unexpected
circumstances of passengers
-Nonuse of tickets
-Partial use of tickets
-Full refund of total fare
-Refund the amount deducted from
5) Provisions for refund in case of boarding fare
losing tickets
applied, the latter will be deducted
from the total fare.
①If not having purchased
alternative airline tickets
-Nonuse of lost tickets
-Partial use of lost tickets
-Full refund of total fare
-Refund the amount deducted from
②If having purchased alternative boarding fare
refund of tickets by said party or
other
party,
and
after
compensation agreement
for
duplicate use.
airline tickets
-Refund on lost tickets shall be
provided if: report of loss is made
within the set period, after
confirming the non-use and non-
-Refund the amount of alternative
ticket purchasing price
1) Lost or damaged cargo
(International Flights)
-Compensate for any damage or -Usage term of tickets for same
108
loss (based on
2) Provisions on unused passenger contract terms)
tickets upon request for refund
prior to the expiration date of
tickets (or a separate period
indicated
in
the
contract
air
transport airline & flight route of lost
tickets
stipulations) due to unexpected
circumstances of passengers
-Nonuse of tickets
-Refund the amount of difference
after deducting applied service
charge and communication cost
from ticket price
-Partial use of tickets
-Refund the amount of difference
after deducting used fare, applied
service charge and communication
cost from ticket price
3) Provisions for refund in case of
losing tickets
①If not having purchased
alternative airline tickets
-Nonuse of lost tickets
-Full refund of total fare
-Partial use of lost tickets
-Refund the amount deducted from
applied fare
109
-Refund on lost tickets shall be
provided if report of loss is made
within the set period, after
confirming the non-use and nonrefund of tickets by said party or
other
party,
and
after
compensation agreement
for
duplicate use.
②If having purchased alternative -Refund the amount of alternative -Usage term of tickets for same
airline tickets
airline ticket price
airline & flight route of lost
tickets
-Issue unused airline tickets
-For duplicate use of tickets by
③Reissuing lost tickets
said party or other party, agreed
compensation
provided
and
passenger bears the expense for
service charge (charge for
reissuing)
4) Flight failures (cancellation of -Bear expenses including a certain -Based on arriving at destination
scheduled flights, cancellation of amount of accommodation fee, if -Passengers arriving past final
reserved
tickets, needed
boarding time set by each airline
OVERBOOKING, NO-RECORD,
etc.) due to business’ accidental or
intentional fault. Provided, that in
case
of
uncontrollable
circumstances
such
as
meteorological
conditions,
shall be exempt
-Except for cancellations made
due to failing to reconfirm within
72 hours
-Compensation amount shall not
exceed maximum limit
unexpected
circumstances
at
airports,
flight
connection
difficulties
and
unplanned
equipment maintenance for safe
-Four-hour flight time equals the
distance of 3,500km
110
flight, it shall not apply.
①If alternative flight is provided
-Within 4 hours from flight time
•Providing alternative flight within -Provide USD 100 compensation
four hours
fee
•Providing alternative flight after
the lapse of four hours
-Provide USD 200 compensation
-After the lapse of four hours from fee
flight time
•Providing alternative flight within
four hours
•Providing alternative flight after -Provide USD 200 compensation
the lapse of four hours
fee
② If alternative flight is not -Provide USD 400 compensation
provided
fee
③ If passenger(s) refuse use of
alternative flights
-Refund of fare plus USD 400
compensation fee
5) Flight delays due to business’ -Refund
111
of
fare
&
provide -Based on arrival destination
accidental or intentional fault.
Provided, that in case of
uncontrollable circumstances such
as meteorological conditions,
unexpected
circumstances
at
airports,
flight
connection
compensation based on the earliest
available time of alternative flights
in accordance with provisions in
①
-Bear expenses including a certain
amount of accommodation fee, if
difficulties
and
unplanned needed
equipment maintenance for safe
flight, it shall not apply.
① Flight delayed for more than
two hours ~ within four hours
② Flight delayed fore more than
four hours
-Compensate 10% of total fare
-Compensate 20% of total fare
Maritime Transportation 1) Lost baggage
(Domestic
Passenger
Ships)
-Compensate for any damage or -Provided, that in case of
loss (based on air transport uncontrollable circumstances such
contract terms)
2) Operation failure due to
business’ accidental or intentional
fault
112
as meteorological conditions,
unexpected circumstances at sea
ports, flight connection difficulties
and
unplanned
equipment
-Cancellation of ship operation
-Refund of
compensation
fare
plus
10% maintenance for safe flight, it
shall not apply.
-Suspension of ship operation due
to accidental fault, accident or
other reason
•Arrive at destination port through -Fare non-refundable (separate
another passenger ship
payment for delays)
-Full refund of fare plus 20%
•Return cruise
compensation fee
•Shortage in number of passengers -Full refund of fare plus 20%
compensation fee
3) Business’ accidental or
Provided, that in case of
intentional operation delays
uncontrollable circumstances such
-If delayed for more than 50% -Full refund of additional fare
from normal time (high-speed
ships & clipper ships)
as meteorological conditions,
unexpected circumstances at sea
ports, flight connection difficulties
and
unplanned
equipment
maintenance for safe flight, and if
departing within one hour, it shall
not apply.
-Additional Fare Rate
•Express Liners (15~20 knots):
15% added from basic fare
113
•Clipper Ships (20~35 knots):
50% added from basic fare
•Clipper Ships (over 35 knots):
90% added from basic fare
4) Property damage or physical -Compensate
injury due to accidental
intentional fault of carriers
for
any
damage -Burden of proving actual damage
or suffered by passenger(s)
lies with the passenger
23. Overseas Study Program Agency (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Contract cancellations due to -Full refund of admission fee
business’ accidental or intentional & compensate for damages
fault
2) Contract cancellation or
termination due to the consumer’s
Overseas
Study fault
Program Agencies
-Prior to notifying of school -Refund the admission fee after
selection
deducting 20%
-After notifying of
school -Refund the admission fee after
selection but prior to mailing deducting 50%
enrollment documents
-After
mailing
enrollment -Refund the admission fee after
114
documents
-After receiving more than one
enrollment forms
-After
completing
departure
procedure
deducting 80%
-Refund the admission fee after
deducting 90%
-No refund
25. Pharmaceutical & Chemical Products (11 types of industries)
Product Description
1)
Infiltration
substances
◦Pharmaceutical Drugs
◦Pharmaceutical
Products
◦Sanitary Products
Regulations
on
Dispute Resolution
Type of Damage
of
Remarks
harmful -Product exchange or refund
2) Defective component
3) Rotting & spoiling
4) Lapse of expiration date
5) Shortage in volume
6)
Quality,
functional
performance defects
7) Defective packaging
containers
8) Side effects
Consumer
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
or -Product exchange or refund
or -Medical
fee,
expense
and
disposable income compensated -For products that cause animal
-Medical fee, expense and deaths, compensation shall be
disposable income compensated provided equal to the amount of
animal price
115
-Disposable Income: Applied when
able to prove damage led to income
loss (provided, that in case proof is
difficult, it shall be based on the
commercial labor cost.
1) Functional or performance -Product exchange or refund
defects while using the product
within one month from date of
purchase
2) Functional or performance
defects while using the product
within the warranty period
Medical Equipment
-Defects
-Second recurring breakdown after
receiving repair
-Repair impossibility
-Exchange impossibility
-Requiring major repairs within
one month after product exchange
-Free repair
-Product exchange or refund
-Product exchange or refund
-Refund
-Refund
3) Damages due to the nonpossession of repair products:
-Within warranty period
•Functional
or
performance -Product exchange or refund
116
defects while using the product
exchange
after
•Accidental
or
intentional -Product
breakdowns caused by consumers deducting amount for repair cost
-After the lapse of warranty period -Refund the depreciated purchase
price plus 10% additional charge
4) If losing the product requested
for repair
-Product exchange or refund
-Within warranty period
-Refund the depreciated purchase
-After the lapse of warranty period price plus 10% additional charge
-Medical fee, expense and
5) Accidents or injuries related to disposable income compensated
exchanged products
1)
Infiltration
of
substances
2) Defective component
Cosmetic Products
harmful -Product exchange or refund
3) Rotting & spoiling
4) Lapse of expiration date
5) Shortage in volume
6)
Quality,
functional
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
-Product exchange or refund
or -Product exchange or refund
117
performance defects
7) Defective packaging
containers
8) Side effects
or -Medical fee, expense and
disposable income compensated
-Medical fee, expense and
disposable income compensated
-Medical fee provided based on
diagnosis by a dermatologist for
treating dermatitis. Provided, that in
case damages are linked to cosmetic
products and used for cosmetic
surgical or beauty care purposes, it
shall not apply.
-Disposable Income: Applied when
able to prove damage led to income
loss (provided, that in case proof is
difficult, it shall be based on the
commercial labor cost.
-For products that cause animal
deaths, compensation shall be
provided equal to the amount of
animal price
Soap
&
Products
Synthetic 1) Lack of component & content
2) Shortage in volume
Plastic Products
1) Quality defects
2) Side effects
3) Manufacturing defects
-Product exchange
-Product exchange
-Product exchange or refund
-Medical fee, expense and wage
compensated
-Repair or refund
118
1) Defective component
-Product exchange or refund
2) Shortage in volume
-Product exchange or refund
3) Damage to crops due to -Compensate the amount of
defective product
expense and expected profit
4) Side effect
-Medical fee, expense and wage
compensated
Fertilizer
Agricultural
Products
1) Defective component
-Product exchange or refund
2) Shortage in volume
-Product exchange or refund
3) Lapse of expiration date
-Product exchange or refund
Chemical
4) Damage to crops due to -Compensate for the amount of -Expected Profit
defective product
expense and expected profit
=Average Harvest Volume (for the
past 3 years) x Farm Acquisition
Price
Rubber Gloves
1) Water seeps
-Product exchange
2) Coloration from contact with -Product exchange
sauce or other substances
3) In case of containing harmful -Product exchange
substances
1) Defective battery case
Batteries
-Product exchange
2) Cuts in batter circuit
-Product exchange
3) Inappropriate size & pricing
-Product exchange
4) Defective acid battery (due to -Free repair or compensation for
manufacturing defect)
damages (for damages to
119
exchanged or currently used
batteries)
26. Mobile Telecommunication Service (1 type of industry)
Product Description
Mobile Carriers
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Subscribing consumers who are -Contract cancellation
under age without the consent of
-After having paid the amount in
advance (subscription fee, warranty
parents and/or legal guardian
2) Damages incurred due to -Contract cancellation
contracts signed using stolen
names
3) Poor transmission quality while -Contract termination
using in main area of residence
(registered address, billing address
fee or warranty insurance fee),
charging for remaining unpaid fee &
remaining penalty banned
& job location)
-Within 14 days from subscription -Refund subscription fee &
date
warranty fee (or warranty
insurance fee) and deduction of
120
50% from basic charge
-After the lapse of 15 days ~ -deduction of 50% from basic
within 6 months from subscription charge for the latest month
date
-Compensation for damages
4) Service disconnections or
breakdowns lasting for more than
six hours
-Refund
5) Additional charges for nonrequested services
-Provided, that in case of unexpected
circumstances such as natural
disasters or accidental/intentional
fault of consumers, it shall not apply.
For service disconnections or
breakdowns, compensation shall be
provided after the consumer notifies
the carrier.
27. Trucking & Shipping Service (1 type of industry)
Product Description
Trucking/Shipping
Agents & Companies
Regulations
Type of Damage
1) If losing,
damaging goods
on
Dispute Resolution
breaking
Consumer
Remarks
and -Compensation for damages -Application
Criteria:
trucking
(provided, that in case the (moving) agents in accordance with
damaged goods are insured and the Commercial Vehicle Operations
121
the insurance has already been Act.
paid
to
the
consumer,
compensation
shall
be
provided after deducting the
said amount.
2) Contract cancellations due to
business’ fault
①Notifying cancellation two days -Refund contract fee &
prior to scheduled moving date
compensate twice the amount
of contract fee
-Refund contract fee &
②Notifying cancellation one day compensate three times the
prior to scheduled moving date
amount of contract fee
-Contract fee shall be rendered in the
amount applicable to 10% of total
sum
④Failing to notify cancellation on
the same as scheduled moving
date
fee and actual delivery cost.
-Delivery & Collection Terms
•Service charge for delivery shall be
-Refund contract fee & based on the bill statement after
compensate four times the delivery is complete.
③Notifying cancellation on the amount of contract fee
•Delivery cost shall not be charged
same day as scheduled moving -Refund contract fee & exceeding the estimated sheet, but it
date
compensate five times the shall be charged if difference in
amount of contract fee
amount occurs between the estimated
-Refund contract fee
122
•If the estimated fee is smaller than
the actual delivery cost and if the
consignor is responsible for the
difference in amount, payment shall
3) Contract cancellation due to the -Refund contract fee & be based on the actual delivery cost.
consumer’s fault
compensate 100 times the
①Notifying cancellation prior to amount of contract fee
scheduled moving date
-Compensate for any damages
the
amount
②Notifying cancellation on the -Refund
same day as scheduled moving wrongfully charged & take
date
necessary affirmative action
-Compensate for delays except
4) Delays due to business’ fault
within the scheduled time
5) Unfair additional charge for
labor fee by the contractor or
consignor
6) Delays due to the consumer’s
fault
28. Internet Shopping Industry (1 type of industry)
Regulations on Consumer
Remarks
Dispute Resolution
Product Description
Type of Damage
Internet Mall Web Sites
1) Contracts using false & -Contract cancellation
misleading ad phrases
2) Failure to deliver ordered goods -Contract
cancellation
or services
compensation for damages
123
-For contract cancellations, the
consumer shall be repaid for the
& amount already paid within three days
from the date of cancellation.
3) Deliveries past the due date
stated in contract
-If the purpose of goods or -Contract
cancellation
services have not been met by compensation for damages
consumers due to delays
-Others
-Contract
cancellation
&
&
compensation for damages
4) Delivering damaged goods or -Product exchange or refund
delivering goods and/or services
different from the originally
requested
5) Wrongful charges
-Retraction of payment or
refund the amount wrongfully
charged
6) Contractual failures due to -Contract
implementation,
business’ fault
contract
cancellation
or
compensation for damages
29. Online Contents Service (1 type of industry)
Regulations on Consumer
Remarks
Dispute Resolution
Product Description
Type of Damage
Online Contents
1) Subscribing consumers who are -Contract recession
124
-After having paid the amount in
under age without the consent of
parents and/or legal guardian
2) Contracts (provided services)
using false & misleading ad -Contract cancellation
phrases
3)
Terminating
contracts -Refund the contract amount
advance, charging for remaining
unpaid fee & penalty is banned.
continuous for more than a month after deducting actual service
by the consumer’s fault
usage
fees
until
the
cancellation plus 10% of the
amount
-Provided, that in case terminations
are requested within seven days from
the date of agreement or service date,
refund shall be made after deducting
the actual cost for services used
without including penalty.
-Usage fee includes the entire amount
4) Service disconnections or
breakdowns lasting for more than
three days, or accumulated time of
disconnection or breakdown for
-Usage fee includes the entire amount
paid by the consumer (additional cost
for study guidebook).
paid by the consumer (additional cost
for study guidebook).
-Contract termination & refund -Time of service disconnection or
the amount for remaining breakdowns shall be from the date
service period
after the consumer notifies the
business. For service disconnection or
one month services exceeds 72
hours
breakdowns due to unexpected
circumstances (natural disasters) or
prior notice or fault by the business, it
shall not apply.
125
5) Damages incurred due to
service
disconnection
or
breakdown for more than four
hours
-Extend free service period
equal to three times the period
of service disconnection &
breakdown
6) Charges exceeding the amount -Refund the exceeding amount
of actual service used
-Time of service disconnection or
breakdowns shall be from the date
after the consumer notifies the
business. For service disconnection or
breakdowns due to unexpected
circumstances (natural disasters) or
prior notice or fault by the business, it
shall not apply.
-Burden of proving the excessively
used services lies with the business
※Return of free gifts for subscription
to online education service
-If the consumer exercises the right to
withdraw the contract based on
relevant laws or if contract
terminations due to the consumer’s
unexpected circumstance
•Non-use of free gifts: Return
•Use of free gifts: Return after
refunding the amount for damage rate
equal to the market price of the same
type of product (Provided, that in case
126
of simply unwrapping the package or
container shall not be rendered as
actually use).
-For
contract
cancellation
or
termination due to business’ fault:
Free gifts do not have to be returned
back to the seller
-If omitting the type or price of the
free gift: Free gifts do not have to be
returned back to the contractor
30. Vehicle Towing Service (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Overcharging consumers
Vehicle
Companies
-Refund the difference in
amount
2) Towing vehicles without -Towing to the location
owner’s consent or towing to designated by the consumer or
Towing
relatively distant location without compensate
amount
for
the owner’s consent
additional towing fee
3) Vehicle damage due to business’ -Compensation for damages
accidental or intentional fault
127
-Method of compensation shall be
chosen by the consumer
31. Vehicle Rental Service (1 type of industry)
Product Description
Regulations on Consumer
Remarks
Dispute Resolution
Type of Damage
1) Damages due to reservation
cancellation prior to rental release
①Cancellation due to unexpected
circumstances by the consumer
•Notifying cancellation at least 24 -Full refund of reservation fee
hours prior to rental release
•Notifying cancellation within 24 -Refund the reservation fee
hours prior to rental release
Vehicle
Companies
after deducting 10%
Rental
②Cancellation or contractual -Refund the reservation fee
failure due to business’ unexpected plus 10% compensation fee
circumstances
2)
Damages
due
to
contract
termination during rental period
①Contract
termination
by -Refund the rental fee for the
consumers
remaining
period
after
- 24 hours before the reserved date deducting 10%
128
- 24 hours after the reserved date
-Provide the rental fee for the
remaining period plus 10%
compensation fee
②Rental
impossibility
from - Provide alternative rental car
damages incurred prior to rental or full refund of rental fee
release
③Unexpected circumstances such -Refund the amount for
as natural disasters
remaining rental service period
32. Vehicle Repair Service (1 type of industry)
Product Description
Vehicle
Companies
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Recurring defects on repaired -Free repair
auto part due to repair &
maintenance mishaps
-Age of vehicle less than two
Repair
years & average mileage under
40,000km: within three months
(90 days) from the last repair date
-Age of vehicle over two years &
average
mileage
exceeding
•Application Criteria: Vehicle auto
repair & call repair services
-If surpassing the scope of work
under the Vehicle Maintenance Act,
they shall bear expense for recurring
repair cost
*Auto repair centers shall be
responsible for warranty service only
in case of recurring defects on
129
40,000km: within two months (60
repaired auto part due to repair &
days) from the last repair dater
maintenance mishaps.
2) Consumers being fined for -Compensate the amount in
maintenance mishap by repair question
shop
3) Charging for non-requested -Payment cancellation of said -Determining the “recurring defects
repair services or charging amount
additional costs for services not
notified in advance
on repaired auto part due to repair &
maintenance mishaps” shall be based
on the repair estimate sheet provided
by the business. Provided, that in case
the repair estimate sheet is not
available, repair shops shall uphold
the responsibility of warranty service.
4) If repair period exceeds the due -Provide actual transportation -Repair Delay Period: The first day of
date without justifiable reason
cost for exceeding period
repair shall be included. Provided,
that in
case of
unexpected
circumstances
such
as
public
holidays, strikes and natural disasters,
it shall not apply.
-Based on the date indicated on
vehicle repair estimate sheet
130
33. Electronic Cash Service (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Refusing refund of balance
within the validation period
-If basic fee exceeds 10,000 won
-Refund the balance if more
-Basic fee shall be the balance after
than 60% of basic fee was used
the last cash recharge (balance before
-Refund the balance if more
-If basic fee is less than 10,000
the last cash recharge + total
than 80% of basic fee was used
won
recharged amount)
Electronic Cash
-Cash recharge or refund the
remaining
balance
after
2) Refusing refund of balance after
deducting 10%
the lapse of the validation period
-Cash recharge or refund
3) Withdrawals exceeding the
amount equal to the exceeded
actual used amount
amount
34. Water Purifier Rental Service (1 type of industry)
Regulations
on
Dispute Resolution
Consumer
Product Description
Type of Damage
Water Purifier Rentals
1) Breakdowns or damages due to -Free repair, parts exchange & -Business’
131
Remarks
fault
refers
to
the
business’ fault
compensation for damages
2) Contract terminations due to -Compensate amount from the
business’ fault
subscription fee & consumers
shall pay the settled monthly
rental fee based on the actual
usage
period
until
the
obligatory failure or indifference to
effective maintenance, defective
repair, or difficulty in maintenance
management of water purifiers due
to poor water quality.
cancellation month
3) Breakdowns or damages due to -Consumers bear expenses for -If fault lies with the business,
the consumer’s fault
requesting repair or parts consumers may set a period for the
exchange
business to fulfill obligations &
consumers may terminate the
contract without penalty.
4) Contract terminations due to the
consumer’s fault
-If obligatory usage period is less
than one year
-Compensate the lesser amount
between the amount applicable
to 0.5% of rental fee for
remaining month of obligatory
usage period and the amount
applicable to 10% of total rental
-For contractual failures due to
business’ fault, the said period shall
be exempt. Provided, that in case of
difficulty in management of water
purifiers due to transfer without
consent, installment & registration
fee for remaining rental service fee shall be excluded.
period
-If there is no set obligatory usage -Compensate the lesser amount -Rental Fee for Remaining Month=
period but rental service period is between the amount applicable {Monthly Rental Fee x (Obligatory
132
less than one year
to 0.5% of rental fee for Usage Period-Actual Usage Period)
remaining month of rental / 30}
service period and the amount
applicable to 10% of purchase
price
-If exceeding the obligatory usage -Compensate
the
amount
period (one year)
applicable to 10% of rental fee
for
remaining
month
of
obligatory usage period
-If there is no set obligatory set -Compensate amount applicable
period but rental service period to 10% of rental fee for
exceeds more than one year
remaining month of rental
service period
36. Housing Construction (1 type of industry)
Product Description
Housing
Companies
Construction
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Construction & installment
mishaps of rental housing
-Within warranty period
-Free maintenance & repair
-Warranty period shall be the period
set within the ‘Public Housing
Management Law’
-After the lapse of warranty period -Maintenance & repair (nonfree)
•Compensation Amount=
(Contract Fee + Deposit) x Interest on
2) Tenant delays due to -Provide compensation or Overdue Payment x Delayed Number
133
construction completion date refund the deducted amount of Days in Tenant’s Occupation) /365•
lapsing the scheduled date of from remaining balance
Among the compensation amount, the
tenant’s occupation
amount of contract fee to be included
shall be applied from the approved
tenant screening since February 11,
1995
-Refundt=
Occupiable Area (stated in contract)
3) Difference in occupiable area -Refund the amount equal to Unit Price x Area of Shortage (㎡)
(actual area + residential housing area of shortage
area) and legally registered area
(real estate registration certificate)
4) Property damage due to -Compensation for damages or
settlement of mortgage on rental contract cancellation
housing without tenant’s consent
5)
Quality
difference
in -Reconstruction or refund the
construction
materials
and amount of difference
installment compared to model
houses
134
37. Used House Appliance Sales (1 type of industry)
Product Description
Used House Appliances
◦TV
◦Refrigerator
◦Washing Machine
Type of Damage
Regulations
on
Dispute Resolution
Consumer
Remarks
1) Functional or performance -Free repair or compensate the
-Warranty possibility & warranty
defects while using the product amount of repair cost (if repair is
period
differs
according
to
within warranty period
impossible, refund shall be
individual contracts.
provided)
2) Failing to explicitly notify
warranty period
-Functional
or
performance -Free repair or compensate the
-If failing to explicitly notify
defects while using the product amount of repair cost (if repair is
warranty period to consumers, the
within warranty period
impossible, refund shall be
warranty period shall be six months.
provided)
-Fourth recurring breakdown after -Refund
receiving repairs for similar
defects
or
fifth
recurring
breakdown after receiving repairs
for various defects within the
warranty period
38. Used Car Sales (1 type of industry)
Product Description
Type of Damage
Regulations
on
Dispute Resolution
135
Consumer
Remarks
1) Damages due to seller’s failure -Compensation for damages
or indifference to register transfer
of ownership
2) Transferring costs (including -Compensation for damages
commission) born by the seller to
the buyer
Used
Car
Companies
Sales
3) Defects caused by nonprovision or provision of false
vehicle inspection records
4) Unilateral contract cancellation
by seller
-Compensate
repair cost
the
amount
of
-Compensate the amount equal
to twice the amount of contract
fee
5) Defects occurred within parts -Free repair or compensate the ※Warranty possibility, warranty
replenishment period
amount of repair cost
period & warranty parts differs
according to individual contracts
39. Windows & Doors Construction (1 type of industry)
Regulations
on
Dispute Resolution
Product Description
Type of Damage
Windows &
Construction
Companies
1)
Construction
mishaps
(cracking, leaking, damages, etc.)
-Within warranty period
-Free repair
-After the lapse of warranty period -Repair (non-free)
Doors
136
Consumer
Remarks
2) Standards deficiency
-Reconstruction
(under
the
responsibility of the construction
company)
or
refund
the
difference of amount from
3) Contract cancellations due to construction cost
business’ fault
-Refund the prepaid amount plus
10% of total construction cost as
4) Contract cancellations due to compensation fee
consumer’s fault
-Within two months till scheduled
-Scheduled installment date &
installment
date
(tenant’s
tenant’s occupation date shall be the
occupation date)
date indicated in the said contract
•If only having signed contracts or
completed area measurement
-Consumers pay contract amount
as penalty but the penalty
•If
having
completed amount should not exceed 10% -Burden of proving actual damage
manufacturing or installment
of total construction cost
cost lies with the company
-Compensation for damages
40. Sports, Leisure & Discount Membership Services (3 types of industries)
Product Description
◦Sports
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
Facilities 1) Difference in the provided -Contract cancellation
137
-With the exception of Article 19 of
(swimming pool, fitness goods or service and indicated
center, tennis court, within contract
public sports facility,
golf practice range, etc.) 2) Facility use impossibility due to -Refund or provide alternative
facility breakdowns or exceeding use of similar type of facilities
◦Leisure Facilities
(event planning service, the regular number of members
the ‘Act on Installment & Use of
Sports Facilities’ and Article 18
(Membership-Based Sports Facility
Business) of the ‘Enforcement Decree
of the Act’
•Membership-Based Sports Facilities:
golf ranges, ski resorts, yacht clubs,
recreational sports facilities, etc.
farm weekend, wedding
agency,
ticket 3) Physical injuries
-Compensation for damages
reservations, etc.
◦Discount Memberships 4) Contract cancellations due to
(Businesses operating business’ fault
on membership fees -Prior to service date
-Full refund plus 10% of total -‘Service Date’:
after acquiring various
usage cost as compensation
If service date is based on the number
affiliates involved
different fields)
in -After the lapse of service date
-Refund the amount after of days, it shall be applied from the
deducting actual usage cost and first date of use; if based on the
10% cancellation fee
period, it shall be applied from the
first period of use.
5) Contract cancellations due to -Refund total usage cost after -Additional
charge
for
sports
consumer’s fault
deducting 10%
accessories (rackets, exercise wares,
-Prior to service date
sneakers, etc.) is banned. Provided,
138
-Refund the amount after that in case the said cost is included in
deducting actual usage cost and the contract, it shall not apply.
10% cancellation fee
-After the lapse of service date
41. High-Speed Internet Service (1 type of industry)
Product Description
Regulations on Consumer Dispute
Remarks
Resolution
Type of Damage
1) Subscribing consumers who are -Contract recession
under age without the consent of
parents and/or legal guardian
-After having paid the amount in
advance, charging for remaining
unpaid fee & penalty is banned.
2) Third recurring breakdown after -Product exchange
-Time of service disconnection or
receiving repairs for equipment
defects (rented modem)
High-Speed
Services
Internet
3) Five or more recurring service
breakdowns lasting for more than
one hour or the accumulated time
of disconnection or breakdown
breakdowns shall be from the date
after the consumer notifies the
business.
For
service
-Contract termination without disconnection or breakdowns due
penalty
(including
excluded to unexpected circumstances
installment fee upon subscription (natural disasters) or prior notice
& discount rates)
(circuit repair) or fault by the
exceeds 72 hours for one-month
services
business, it shall not apply.
4)
-Provided, that in case damages
Service
disconnections
or -Compensation for damages
139
breakdowns lasting for more than
three days or exceeding the
monthly accumulated time (12
hours)
due to unexpected circumstances
such as natural disasters or
accidental/intentional fault by the
consumer, it shall not apply. Time
of service disconnection or
breakdowns shall be from the date
after the consumer notifies the
business.
5) Delayed installments
-Cancellation of reserved services
-Compensation Calculation:
Average Daily Cost of Services
Used for 3 Months (also applied
for services used less than 3
months) x Time of Service
Disconnection or Breakdowns / 24
42. Courier & Delivery Service (1 type of industry)
Regulations
on
Consumer
Product Description
Type of Damage
Courier &
Services
1) Delivering lost or damaged -Refund the amount of delivery
products
cost (prepaid) & compensation
for damages
Delivery
Dispute Resolution
140
Remarks
2) Late delivery
〃
3) Ineffective after measures upon
the absence of receiver
〃
-In case of visitation sign-ins and
contacting the receiver upon
his/her absence, it shall not apply.
41. Public Academic Institutes & Lifelong Learning Centers (2 types of industries)
Product Description
Regulations
on
Dispute Resolution
Type of Damage
Remarks
※Upon signing the contract, the
cost for the lecture, textbooks &
materials must be separately
1) Contract cancellation by trainees
(students) upon learning of business’
unfair practices
①Contracts
using
misleading ad phrases
Consumer
& -Contract cancellation & full indicated or notified.
refund of lecture fee
②Receiving & providing lectures to -Contract cancellation & full
Public
Academic
trainees (students) exceeding the refund of lecture fee
Institutes & Lifelong
regular number of trainees (students)
Learning Centers
③Course lectures provided by -Contract cancellation & full
unqualified lecturers (provided, that refund of lecture fee
false
the qualification standard of
lecturers shall be based on the
Public Academic Institute Act & the
Lifelong Education Act)
141
2) Contract cancellations by trainee -Refund the lecture fee for the -calculation
(students) while continuing to remaining period
Based on daily lecture fee
receive education after finding out
about the above mentioned unfair
practices
3) Difficulty in taking courses due to -Refund the lecture fee for the -Refund the amount within five
administrative measures (transfer or remaining period
days from the date of incidence
registration cancellation of academic
institutes) or business’ unexpected
circumstances
(relocation
or
closedown of academic institutes)
4) Contract cancellations due to the
unexpected circumstance of the
trainee (student)
①Prior to the first month of the date -Refund lecture fee
when lecture begins
-Applied regardless of lecture
period (over one month)
-Include starting date of lecture
②After the lapse of the month of -Refund the lecture fee for the class
the date when lecture begins
remaining month, except for the
month in question
142
44. Resort & Condominium Service (1 type of industry)
Product Description
Type of Damage
Regulations on Consumer
Remarks
Dispute Resolution
1) Difference in provided service -Contract cancellation
and indicated within contract
Resorts
Condominiums
&
2) Usage delay due to the -Compensate for the amount
construction completion date applicable to the delayed dates
exceeding the scheduled due date
from the actual reserved date to
the actual usage date
3) Overcharging
-Refund the amount of
difference
<Appendix III>
Warranty Period & Parts Replenishment Period by Product Item
143
-Compensation Calculation=
(Contract Fee + Deposit) x Interest
for Overdue Payment x (Delayed
Dates/356)
Product Item
Warranty Period
Parts Replenishment Period
1. Vehicles
◦Main Body & Parts: within two years ◦Eight years (provided, that in case similar
(provided, that in case average mileage exceeds parts are provided for use within the scope in
40,000km, the warranty period shall expire)
which functional & performance defects are
◦Motor (engine) & Transmission Device: within not found)
three years (provided, that in case average
mileage exceeds 60,000km, the warranty period
shall expire)
2. Motorcycles
◦Three years (provided, that in case similar
◦Within one year (provided, that in case average
parts are provided for use within the scope in
mileage exceeds 10,000km, the warranty period
which functional & performance defects are
shall expire)
not found)
3. Boilers
◦Two years
4.
Agricultural
&
Machinery
1) Agricultural Machinery
◦Seven years
Fishery ◦Motor & Transmission Device: Two years
(provided, that in case average mileage
◦Seven years (provided, that in case similar
exceeds 2,500km or usage time exceeds 500
parts are provided for use within the scope in
hours (Combine: 200 hours), the warranty
which functional & performance defects are
period shall expire)
not found)
2) Fishery Machinery
◦One year
5.
Home
Appliances/Office
Supplies/Electric & Electronic
Goods/Optical
Goods/Kitchen
144
Goods
1) Finished Goods
-Air Conditioner
◦Two years
-Electric Furnace (fan heater, rotary ◦Two years
heater), Fan, Humidifier
◦Seven years
◦Five years
-TV, Record Player, Refrigerator, ◦One year
Microwave
-VTR, Washing Machine, Vacuum ◦One year
Cleaner, Video Camera, Camera,
Electric Dryer, Ventilator, Electric
Water Heater, Water Cooler, Digital
Piano, Wire/Wireless Phone, Gas
◦Seven years
◦Five years
Oven Range, Word Processor,
Electric Typewriter, Facsimile, Car
Phone, Pager (Beeper), Water
Purifier
-PC & Computer Parts (printer, ◦One year
monitor), Juice Mixer, Electric Rice
◦Four years
Pressure Cooker
-Mobile Phone, Rice Pressure ◦One year
Cooker, Frying Pan, Multi-Food
Cooker, Fryer, Electric Pot, Electric
◦Three years
145
Healing Medicine Maker, Grinder,
Electric Toaster (Oven Toaster),
Water Kettle/Tea Pot, Water
Thermos, Massager, Hair Dryer,
Electric Razor, Electric Blanket,
Electric Mattress Pad, Telescope,
Microscope
-Copy Machine
◦Six months: provided, that in case the number ◦Five years
of copies differ according to size of copying
machine (small: 30,000 copies/medium: 60,000
copies/large: 90,000 copies)
2) Core Parts
-TV
(CPT),
Refrigerator ◦Four years (provided, that in case of CDT
(Compressor), Air Conditioner monitors in which timers are installed and
(Compressor), Monitor (CDT)
which exceeds 10,000 hours, the warranty
period shall expire)
-Washing
Machine
(Motor), ◦Three years
Microwave
(Magnetron),
PC
(Mother Board), VTR (Head
Drum), Video Camera (Head
Drum), Fan Heater (Burner), Rotary
Heater (Burner)
146
6. If there is no set period
◦One year
◦Five years
147