📞Guide on How to Apply for a NAMANE Card Exchange in Case of a Defect

If the NAMANE card you received is defective, please contact customer service via email at (cs@i-aurora.co.kr).

[Functionally Defective Card]

• Eligibility
  • A card that has no visible physical damage but is unusable due to functional issues, such as not working on terminals.
  • Must be reported within one year of issuance.
  • Cards damaged due to user negligence or intentional damage are not eligible for exchange.
• Exchange Period
  • Within one year of issuance.
• Exchange Process
  • The defective card must be collected before an exchange is processed.
  • After verifying the transportation balance, a pay recharge voucher will be issued (this process takes at least 5 business days).
  • Pay balance can be transferred via the app.
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[Printing Defect Card]

• Eligibility
  • A card where the original image is damaged, excluding cases of interference with printed components like the IC chip.
    (Differences in color tones, etc., due to variations in the kiosk's surrounding environment are not considered defects. )
  • Cards damaged due to user negligence or intentional damage are not eligible for exchange.
• Exchange Period
  • Within 14 days of issuance.
• Exchange Process
  • The defective card must be collected before an exchange is processed.
  • A pay recharge voucher will be issued equivalent to the balance on the card.

📒How to Apply for a NAMANE Card Exchange

1. Prepare evidence of the defect:

   • For pay function defects: A video showing that IC chip payment does not work at a convenience store.
   • For transportation function defects: A video showing that balance inquiry is unavailable at a NAMANE kiosk.
   • For printing defects: Photos or videos showing the front, back, and defective parts of the card.

2. Send an email with the necessary information to: cs@i-aurora.co.kr

   • Email Subject: (Last 4 digits of pay number) - NAMANE Card Defect Inquiry
     • Example: 3467-NAMANE Card Defect Inquiry

3. Include the following details in the email:

   • Defect evidence
   • Card number
   • Purchase date
   • NAMANE APP ID

After submission, we will proceed with the defect assessment and exchange review. If approved, the card exchange will be processed, and a transportation balance recharge voucher will be issued accordingly.

‼️Important Notes

• Requests for defective card exchanges must be submitted via customer service email (cs@i-aurora.co.kr).
• Additional materials may be requested for defect assessment.
• If you wish to exchange or refund, you must send the defective card you have to i-Aurora.
• Checking the transportation balance may take 3-5 business days, and transportation balance refunds will be processed at least 7 business days after confirmation.