Returns & refund policy

Because these are research products, opened or used items generally cannot be returned for a change of mind due to safety and quality-control concerns. This restriction does not override a covered fulfilment problem or any return, cancellation, refund, or other right that cannot legally be excluded.

Problems covered by this policy

We will review claims where:

• A parcel is lost.
• The parcel or its contents are damaged in transit, including broken contents.
• Contents are missing from the parcel.
• The product, SKU, option, variation, or quantity does not match the order confirmed by message.

A parcel is treated as lost when the courier confirms that it is lost or when it remains undelivered seven calendar days after the promised delivery date. A delay before that point does not by itself establish loss.

Claim deadline and evidence

For transit damage, broken or missing contents, or an incorrect product, SKU, option, variation, or quantity, contact us within seven calendar days after the courier's recorded delivery date. Include your name, order details, delivery date, and a description of the problem.

You must also provide a continuous, unedited video that begins before the sealed parcel is opened and clearly shows the shipping label, the condition of the outer and inner packaging, the parcel being opened, and all contents received. Photographs or other details may help our review but do not replace this video. No unboxing video is required where the courier confirms that a parcel is lost.

Keep the product, shipping materials, labels, and all original packaging until we confirm in writing that the claim review is complete. We may ask for additional photographs, courier documents, or return of an item at our expense where appropriate.

Response and review timing

We aim to acknowledge a claim within two business days and complete our review within five business days after receiving all reasonably required evidence. Courier investigations or other external checks may take longer; if so, we will update you by message.

Free replacement

After verifying a covered fulfilment problem, we will send an identical replacement with no additional product or shipping charge. A substitute will be offered only with your explicit approval; we will not replace the confirmed item with a different product, SKU, option, variation, or quantity without your agreement.

Refund fallback

If an identical replacement is unavailable, we will agree with you in writing on the refund amount, currency, and payment channel. We will then issue the agreed refund within the time required by applicable law. This does not limit any right to a refund or other remedy available under mandatory law.

Applicable consumer cancellation rights

Where Thailand's direct-marketing law applies to a transaction, a consumer may cancel by sending written notice within seven days after receiving the product or service. In that case, the full amount paid must be refunded within 15 days after the cancellation notice is received, subject to the applicable statutory process. See the OCPB guidance on consumer rights.

This statutory cancellation right is separate from the fulfilment-claim process above. Mandatory consumer rights take priority over the claim deadline, unboxing-video condition, replacement process, and opened-or-used-product restriction wherever those terms would conflict.