Refund policy

RETURN & REFUND POLICY

Last updated: August 26, 2026

At Signature Legacy, a made-to-order work is not an ordinary retail purchase. It is a private commission entrusted to a Korean master artisan and undertaken expressly for an individual collector.

Once an order is accepted, a series of dedicated commitments may begin immediately: a place in the artisan’s limited production calendar is secured; rare or naturally variable materials may be selected, reserved, or acquired; dimensions, finishes, motifs, inscriptions, or other specifications may be confirmed; provenance and certification records may be prepared; and specialized packing, insurance, and international delivery arrangements may be commissioned.

These commitments are often unique to the collector and cannot readily be reversed, reassigned, or recovered without material loss to the artisan and Signature Legacy. For this reason, made-to-order, commissioned, bespoke, personalized, and individually allocated works are generally final sale once the order has been accepted or work relating to the order has begun.

This Policy is intended to preserve fairness to both the collector and the master artisan while honoring the integrity of Korean heritage craftsmanship.

Nothing in this Policy excludes, restricts, or overrides any consumer right or remedy that cannot lawfully be excluded under the laws applicable to your purchase.

1. GENERAL PRINCIPLE

Except where otherwise required by applicable law, the following works are final sale and are not eligible for cancellation, return, exchange, or refund once the order has been accepted, allocated, or placed into production:

• made-to-order works;

• commissioned or bespoke works;

• works made or finished to a collector’s specifications;

• personalized, inscribed, engraved, or otherwise customized works;

• one-of-a-kind works individually reserved or allocated to a collector;

• limited-allocation works once a specific piece or production place has been assigned;

• works for which materials have been ordered, selected, cut, prepared, or reserved;

• works for which artisan production, finishing, lacquering, firing, inlay, documentation, certification, packing, or export preparation has begun; and

• any other work expressly identified as “Final Sale,” “Made to Order,” “Commissioned,” “Bespoke,” or “Non-Returnable” before purchase, to the extent permitted by applicable law.

Certain non-custom, non-personalized, ready-to-ship items may be eligible for return under Section 8 of this Policy.

1. WHY MADE-TO-ORDER WORKS ARE GENERALLY FINAL SALE

Every Signature Legacy commission represents a direct commitment of an artisan’s time, authorship, materials, and limited creative capacity.

Unlike mass-produced merchandise, a commissioned heritage work may require weeks or months of preparation and may involve repeated cycles of lacquering, drying, polishing, inlaying, carving, firing, metalwork, hand-finishing, inspection, and documentation. Natural materials such as lacquer, mother-of-pearl, wood, clay, glaze, metal, textile, and mineral pigments may also be selected specifically for the individual work.

Once a commission is confirmed:

• the artisan may decline or postpone other work in order to reserve the required production period;

• materials may be acquired, prepared, or permanently altered for the commission;

• the work may acquire collector-specific characteristics that prevent it from being offered to another purchaser in its originally intended form;

• certification, provenance, presentation, and export documentation may be prepared in the collector’s name or for the collector’s jurisdiction; and

• Signature Legacy may incur non-recoverable costs relating to artisan compensation, material procurement, inspection, insurance, photography, packing, payment processing, and international fulfillment.

Accordingly, a change of mind, change in personal preference, change in interior design, inability to accommodate the work, or change in the collector’s personal or financial circumstances does not ordinarily provide a basis for cancellation, return, exchange, or refund after the commission has been accepted or production-related commitments have begun.

We respectfully encourage every collector to review all dimensions, materials, estimated timelines, installation requirements, customs considerations, and product descriptions carefully before placing an order.

1. ORDER ACCEPTANCE AND CANCELLATION REQUESTS

An automated order acknowledgment confirms that we have received your order. Where further review is required, Signature Legacy may contact you to confirm specifications, production feasibility, delivery arrangements, or other material details before final acceptance.

A cancellation request submitted before the order has been accepted and before any allocation, material procurement, production, documentation, or other order-specific work has begun may be considered by our Concierge Team.

Submitting a cancellation request does not create an automatic right to cancel, and no complimentary cancellation or grace period should be assumed unless expressly stated in writing.

Once Signature Legacy has:

• accepted or confirmed the order;

• reserved the artisan’s production time;

• allocated a particular work or limited production place;

• instructed the artisan or another service provider to proceed;

• ordered, reserved, selected, prepared, or altered materials; or

• commenced production, finishing, certification, documentation, packing, or fulfillment,

the order will ordinarily be final and non-cancellable, except where cancellation is required by applicable law or expressly approved by Signature Legacy in writing.

1. EXCEPTIONAL CIRCUMSTANCES

We recognize that genuinely extraordinary circumstances may occasionally arise.

If an exceptional and documented personal circumstance occurs, you may submit a written request to concierge@signaturelegacy.co. Such requests will be reviewed individually, with consideration given to:

• the stage of production;

• the commitments already made to the artisan;

• whether materials have been acquired, prepared, or altered;

• whether the work can reasonably be reassigned to another collector;

• costs already incurred;

• contractual commitments to third parties; and

• the requirements of applicable law.

Approval is entirely discretionary unless a cancellation or refund is required by law. Where Signature Legacy voluntarily approves a cancellation after non-recoverable commitments have been made, any refund may be reduced by documented and reasonable costs already incurred, but only to the extent permitted by applicable law.

An exceptional-circumstances review is a gesture of individual consideration and does not constitute a general cancellation right or establish a precedent for other orders.

1. CIRCUMSTANCES IN WHICH WE WILL ASSIST YOU

The final-sale treatment of a made-to-order work does not apply where a mandatory legal right or valid contractual remedy arises.

Please contact us promptly if:

• the work arrives materially damaged in transit;

• you receive a work different from the one ordered;

• the work contains a material manufacturing or workmanship defect;

• the work is materially inconsistent with its confirmed specifications or product description;

• a substantiated issue arises concerning the authenticity or provenance represented by Signature Legacy;

• Signature Legacy is unable to fulfill the accepted order;

• an agreed material delivery obligation cannot be fulfilled and applicable law gives you a right to cancel; or

• another cancellation, return, repair, replacement, price reduction, or refund right applies under mandatory consumer law.

Depending on the circumstances, the nature and uniqueness of the work, and applicable law, an appropriate remedy may include conservation or repair, correction, replacement, re-performance, store credit, partial refund, or full refund.

Where permitted by law, Signature Legacy may determine the most appropriate remedy after consulting the collector and the artisan and evaluating whether repair, restoration, replacement, or another solution can preserve the integrity and provenance of the work.

1. DAMAGED, DEFECTIVE, INCORRECT, OR MATERIALLY MISDESCRIBED WORKS

Please inspect your order with care immediately upon delivery.

If the work appears damaged, defective, incorrect, or materially different from its confirmed description, please contact concierge@signaturelegacy.co as soon as possible. To help preserve available carrier and insurance claims, we respectfully request that visible transit damage be reported within 48 hours of delivery whenever reasonably possible.

Your report should include:

• your order number;

• the name of the work;

• a detailed description of the issue;

• clear photographs of the work;

• photographs of the outer shipping container;

• photographs of the shipping label;

• photographs of all interior packaging and protective materials; and

• an unedited unpacking video, if available.

Please retain the work, crate, box, wrapping, cushioning, labels, seals, and all protective materials until we advise you otherwise. Discarding packaging before the carrier or insurer completes its review may materially affect our ability to substantiate a transit-damage claim.

The requested 48-hour reporting period is intended to protect carrier and insurance claims. It does not extinguish any non-waivable statutory right that may apply after that period.

Do not return the work or arrange repairs, restoration, refinishing, or alteration without our prior written authorization.

1. THE CHARACTER OF HANDMADE WORK

Each Signature Legacy work bears the trace of the hand, the material, and the conditions under which it was created. Such distinctions are part of its authenticity and should not be understood as the uniformity of industrial manufacture.

Variations that are inherent in traditional materials and handcraftsmanship may include:

• subtle differences in color, tone, sheen, texture, or pattern;

• variations in mother-of-pearl, lacquer, glaze, wood grain, metal patina, clay, textile, or natural pigments;

• minor differences in hand-cut, hand-inlaid, hand-carved, hand-painted, thrown, fired, woven, forged, or polished details;

• slight dimensional or compositional variations customary in handmade production;

• kiln, curing, humidity, temperature, and material effects consistent with the relevant craft tradition; and

• gradual natural changes that form part of the work’s patina and aging process.

These characteristics are not defects when they are consistent with the disclosed materials, the artisan’s technique, the confirmed specifications, and the reasonable character of an individually handmade work.

However, this provision does not apply where the work is materially damaged, materially defective, inauthentic, or materially different from what was ordered or represented.

1. ELIGIBLE RETURNS FOR READY-TO-SHIP ITEMS

A return may be requested within 7 days after delivery for an eligible non-custom, non-personalized, non-commissioned, ready-to-ship item, unless a longer period is required by applicable law.

To qualify:

• the return must be authorized by Signature Legacy in writing;

• the item must be unused, unaltered, undamaged, and in pristine, saleable condition;

• the item must not have been installed, mounted, displayed, worn, washed, repaired, refinished, or exposed to unsuitable environmental conditions;

• the original crate, packaging, wrapping, cushioning, seals, tags, and protective materials must be complete;

• all certificates, provenance records, authentication materials, care instructions, inserts, accessories, and accompanying documentation must be returned;

• the item must be packed in accordance with our return instructions; and

• valid proof of purchase must be provided.

A return will not be considered complete until the work and all accompanying materials have been received and inspected.

Items returned without prior written authorization may be refused and returned to the sender at the sender’s expense, subject to applicable law.

1. NON-RETURNABLE ITEMS

Except where otherwise required by applicable law, the following are not eligible for return, exchange, or refund:

• made-to-order, commissioned, bespoke, or personalized works;

• works produced or finished according to the collector’s specifications;

• individually allocated or reserved one-of-a-kind works;

• limited works once allocation or order-specific preparation has begun;

• works altered, installed, mounted, displayed, used, damaged, repaired, refinished, or improperly stored after delivery;

• works returned without all original certificates, provenance records, authentication materials, packaging, protective elements, accessories, or documentation;

• items marked as final sale where such treatment is permitted by law;

• gift cards, except where refundable by law;

• digital content once access or performance has begun with any consent required by law; and

• unauthorized returns.

1. PRODUCTION AND DELIVERY TIMELINES

Many Signature Legacy works require approximately one to six months for production, finishing, inspection, certification, packing, and international fulfillment. Certain complex commissions may require a longer period.

The estimated timeline may be affected by:

• the artisan’s production schedule;

• the complexity and scale of the work;

• the availability and natural condition of materials;

• repeated drying, curing, polishing, lacquering, firing, or finishing processes;

• quality inspection and corrective hand-finishing;

• certification and provenance documentation;

• specialist crating, insurance, and export preparation;

• customs or cultural-property procedures;

• weather, transportation, or carrier conditions; and

• circumstances reasonably beyond our control.

Any timeline identified as an estimate is not a guaranteed delivery date. Variations reasonably inherent in master-artisan production do not automatically create a right to cancel or receive a refund.

However, Signature Legacy will not use the handmade nature of a work to disregard a mandatory delivery obligation. If we become unable to ship within a promised or legally required period, we will contact you with an updated estimate and, where required by applicable law, request your consent to the revised timeline or provide the legally required cancellation and refund option.

1. RESERVATIONS, DEPOSITS, AND ADVANCE PAYMENTS

Certain commissions, limited allocations, and collector programs may require a deposit, reservation payment, allocation payment, or advance payment.

Unless otherwise stated in writing or required by applicable law, such payments become non-refundable once:

• the artisan’s production time has been secured;

• a work or allocation has been reserved;

• specifications have been confirmed;

• materials have been ordered, reserved, prepared, or altered;

• production or finishing has begun; or

• Signature Legacy has incurred non-recoverable order-specific costs.

The applicable payment schedule and the circumstances in which a deposit becomes non-refundable should be reviewed before purchase.

A deposit described expressly as credit toward the balance of a particular purchase will be applied only in accordance with the written terms provided for that commission.

1. EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS

Consumers in the European Union or the United Kingdom may have a statutory right to withdraw from certain distance purchases within 14 days after delivery without giving a reason.

Where applicable, this right generally applies to eligible standard, non-custom goods. It does not generally apply to goods made to the consumer’s specifications or goods that are clearly personalized, where the relevant legal exemption applies.

A work is not treated as exempt merely because Signature Legacy labels it “made to order.” The exemption will be applied only where the nature of the work and the collector-specific production or personalization satisfy the requirements of applicable law.

Where a statutory withdrawal right applies:

• the collector must notify Signature Legacy within the applicable withdrawal period;

• the work must be returned in accordance with applicable legal requirements;

• the collector may be responsible for the direct cost of return where properly disclosed and permitted by law;

• Signature Legacy may withhold reimbursement until the work is received or evidence of return is provided, where permitted by law; and

• any reduction in value resulting from handling beyond what is reasonably necessary to inspect the work may be deducted where permitted by law.

Nothing in this Section affects the collector’s separate legal rights concerning faulty, damaged, misdescribed, or non-conforming goods.

1. CUSTOMERS IN THE REPUBLIC OF KOREA

Customers in the Republic of Korea may have rights of withdrawal, return, refund, or remedy under the Act on the Consumer Protection in Electronic Commerce and other applicable laws.

Where permitted by Korean law, withdrawal may be restricted for a work individually produced according to the customer’s order if allowing withdrawal would be expected to cause Signature Legacy or the artisan irrecoverable material loss, provided that the required separate advance notice and written or electronic consent have been obtained.

Nothing in this Policy replaces any separate notice or consent required under Korean law or limits a right that cannot lawfully be waived.

1. HOW TO REQUEST ASSISTANCE OR AN ELIGIBLE RETURN

Please contact:

concierge@signaturelegacy.co

Include:

• your full name;

• order number;

• name of the work;

• reason for the request;

• relevant photographs or video;

• the date the work was delivered; and

• any other information reasonably necessary to evaluate the request.

If a return is authorized, we will provide written instructions, including the return address, required packing method, insurance requirements, carrier guidance, customs documentation, and any applicable return authorization reference.

Return address:

Signature Masterpiece Co., Ltd.
204, Dolgoji-ro 22-gil, Seongbuk-gu
Seoul 02784
Republic of Korea

Please do not send a work to this address until you have received written return authorization and detailed shipping instructions.

1. RETURN SHIPPING, INSURANCE, DUTIES, AND TAXES

Unless the return arises from confirmed transit damage, a material defect, an incorrect shipment, a material misdescription, or another circumstance for which Signature Legacy is legally responsible, the collector is responsible for all authorized return-shipping costs.

The collector may also be responsible, where permitted by law, for:

• professional packing or re-crating;

• tracking and signature confirmation;

• adequate transit insurance;

• export and import documentation;

• customs brokerage;

• duties, taxes, and related government charges; and

• any legally permissible costs resulting from an unauthorized or improperly prepared return.

The collector remains responsible for an authorized return until it is safely received at the designated return location, except where applicable law provides otherwise.

Amounts paid directly to customs authorities, carriers, brokers, insurers, payment providers, or other third parties may not be refundable by Signature Legacy. A collector may need to apply directly to the relevant authority or service provider for reimbursement.

1. EXCHANGES

Because many Signature Legacy works are unique, limited, commissioned, or individually finished, exchanges are generally unavailable.

If an exchange is approved for an eligible ready-to-ship item, the replacement will remain subject to availability, inspection, price difference, shipping costs, duties, taxes, and applicable law.

Approval of one exchange does not create a right to any further exchange.

1. REFUNDS

Once an authorized return is received and inspected, we will notify you whether the return has been accepted and what remedy will be provided.

Approved refunds will ordinarily be issued to the original payment method. Where no shorter mandatory period applies, we generally initiate the refund within 10 business days after approval.

Banks, card issuers, PayPal, international payment networks, and currency-conversion providers may require additional time to post the refund.

Unless otherwise required by law, Signature Legacy is not responsible for:

• exchange-rate differences;

• foreign transaction charges;

• bank or card-issuer fees;

• customs duties or taxes paid directly to an authority;

• brokerage or storage charges;

• premium or expedited shipping charges; or

• other third-party charges that were not retained by Signature Legacy.

If more than 15 business days have passed since we confirmed that a refund was approved, please contact concierge@signaturelegacy.co.

1. BEFORE YOU COMMISSION A WORK

Before placing an order, we invite you to contact our Concierge Team with any questions regarding:

• dimensions and scale;

• materials and natural variation;

• motifs, colors, and finishes;

• personalization or specifications;

• production and delivery estimates;

• installation or display conditions;

• care and conservation;

• authenticity and provenance;

• certificates and accompanying documentation;

• specialist packing and insurance;

• customs, duties, taxes, and import restrictions; and

• cancellation or return eligibility.

A Signature Legacy work is intended to be selected with consideration and preserved across generations. We are pleased to assist you before the commission is confirmed so that your decision may be made with complete confidence.

Contact:

concierge@signaturelegacy.co