Dasar Pengembalian Wang dan Pemulangan

Last updated: June 16, 2026

At ArtisanThai, we want you to be completely satisfied with your purchase of our premium Thai botanical infusions. Because our products are packaged food and beverage items, we have established the following guidelines to ensure clear, fair, and legally compliant procedures for returns and refunds.

1. Order Cancellation & Pre-Shipment Refunds

If you wish to cancel your order, please contact us at service@artisanthai.com as soon as possible.
If your order has not yet been processed or shipped, we will cancel it and issue a full refund of all amounts paid, including outbound shipping and handling charges, to your original payment method.

2. 30-Day Return Policy for Unopened Items

We offer a 30-day return window from the date of delivery. To be eligible for a discretionary return and refund, items must be:

  • Unused, unopened, and in their original packaging with all seals intact.
  • Returned in the exact same condition as received. Missing or partly consumed items are not eligible for a refund.

Due to food safety and hygiene regulations, we cannot accept returns of any tea packages or food items that have been opened, unsealed, or tampered with.

3. How to Initiate a Return

To request a return, please follow these steps:

  1. Contact our customer support team at service@artisanthai.com within 30 days of delivery. Include your order number, delivery address, and the specific items you wish to return.
  2. Once your return request is authorized, we will provide you with the return shipping address and instructions. Please do not send items back to us without prior authorization.
  3. Pack the items securely and ship them back using a tracked shipping service. We recommend keeping a copy of the tracking number for your records.

4. Return Shipping Costs

Customers are responsible for covering all return shipping costs, customs duties, import VAT, and brokerage fees associated with returning the items, unless the return is due to our error, a defective item, or a statutory legal right that requires otherwise.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or not as described, please contact us within 7 days of delivery.
Please include your order number and clear photos of the damaged or incorrect items, the packaging, and the shipping label.
Upon verification, we will arrange for a replacement to be sent at no additional cost to you, or issue a full refund (including any shipping charges paid).

6. Non-Delivery and Lost Packages

If your package has not arrived within the estimated delivery window (typically 3–12 business days for international shipping), please contact us.
We will investigate with the carrier. If the package is confirmed lost in transit and the non-delivery was not caused by an incorrect address, refusal of delivery, unpaid customs duties, or failure to collect the package, we will offer a replacement or a full refund.

7. Refunds and Deductions

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: Submissions are made to your original payment method (unless technically unavailable) within 7–14 business days of approval. Your bank or card issuer may take additional time to post the credit to your account.
  • Outbound Shipping Deductions: Outbound standard shipping is free. However, for discretionary returns of unopened items, we reserve the right to deduct the actual cost of outbound shipping from your refund where permitted by applicable law, except where a full refund is required by law.

8. Statutory Consumer Cancellation Rights (EU & UK Customers)

If you are a consumer residing in the European Union or the United Kingdom, you have a statutory right to cancel your contract within 14 days of receiving your goods, without giving any reason.

  • To exercise this right, you must inform us of your decision to cancel within the 14-day period.
  • You must then return the goods to us within 14 days of your cancellation notice.
  • Please note that this statutory right does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery (such as opened tea packages).

Nothing in this policy limits or affects your mandatory statutory rights under applicable local consumer laws.

9. Customer Support Contact Information

For any questions regarding refunds, returns, or order disputes, please contact us at:

THAITEAS LTD (operating as ArtisanThai.com)

UK Company Registration No. 16870792

Registered Office: 9 Bourne Road, Bexley, England, DA5 1LW

Email: service@artisanthai.com

Phone: +44 7311 132205

Contact Form: Contact Us Page