Refund Policy
Effective Date: September 24, 2023
Last Updated: October 18, 2025
For all refund requests, order issues, questions, or concerns, please contact us BEFORE initiating any payment dispute:
Your Refund Policy Conditions
By placing an order with ArtisanThai.com, you acknowledge and agree to the following refund conditions:
1. Eligible Refund Circumstances
Refunds may be granted ONLY under the following specific conditions:
1.1 Defective or Damaged Products
Products that arrive damaged, defective, or not as described
Must be reported within 7 days of delivery
Photographic evidence is required
Product must not have been misused or altered by the customer
Original packaging should be retained when possible
Does NOT apply to wholesale/large quantity orders (see Section 2.10)
1.2 Non-Delivery of Order
Order has not been delivered within the maximum estimated delivery timeframe
Tracking information confirms no delivery or delivery attempt
Customer may track their order at https://www.artisanthai.com/ts-shipment-tracking
Delayed orders due to weather, customs inspections, natural disasters, or other force majeure events are not eligible for refunds
Delivery time windows are estimates and may vary; they are not guaranteed
Customer must confirm non-receipt of the package
1.3 Wrong Item Received
You received an item that was not part of your order
Must be reported within 7 days of delivery
Photographic evidence showing the incorrect item is required
Item must be returned as instructed
1.4 Customs-Related Non-Delivery
2. Non-Refundable Circumstances
Refunds will NOT be issued under any of the following circumstances:
2.1 Change of Mind
2.2 Customer Error
Failure to read product descriptions, specifications, sizes, or dimensions
Ordering incorrect size, color, or variant
Minor color variations or size discrepancies within normal manufacturing tolerances
2.3 Delivery Issues Caused by Customer
Delivery delays caused by incorrect or incomplete address provided by customer
Delivery failures due to customer unavailability or refusal to accept package
Failed delivery attempts where customer did not respond to carrier notifications
2.4 Product Condition
Products that have been used, worn, washed, altered, or modified in any way
Products with removed tags, labels, or packaging
Products that show signs of wear or use
2.5 Unauthorized Returns
2.6 Special Product Categories
Custom, personalized, or made-to-order items
Sale, clearance, or promotional items (unless defective)
Perishable goods or items with expiration dates
2.7 Shipping and Handling Fees
CRITICAL: All shipping costs are non-refundable, including “Free Shipping” promotions.
Standard Shipping: Non-refundable
Expedited/Express Shipping: Non-refundable
Free Shipping Promotions: Actual shipping cost (even when marked as “Free Shipping”) will NOT be refunded and will be deducted from any refund amount as per the airway bill provided by the carrier
Return Shipping: Customer’s responsibility unless the product is defective or we shipped the wrong item
2.8 Restocking and Processing Fees
2.9 Payment Processing Fees
2.10 Wholesale and Large Quantity Orders
Products ordered in large quantities are considered wholesale orders and are NON-REFUNDABLE except at the sole discretion of ArtisanThai.com.
Large quantity orders include, but are not limited to:
Tapee Tea: 250 teabags, 500 teabags, 1000 teabags, or equivalent bulk packaging
Multiple Products: Orders with equivalent large quantities of multiple products on the same order
Any order exceeding standard retail quantities
By ordering large quantities, customers acknowledge that:
They are aware of the product quality and characteristics they are ordering
They have had the opportunity to order smaller quantities for initial quality control
Smaller retail quantities are available for first-time customers to assess product quality
These wholesale/bulk orders will NOT be refunded under any circumstances, except at ArtisanThai.com’s sole discretion.
3. Refund Request Process
To request a refund, you must follow this mandatory process:
Step 1: Contact Us First
Reach out via our contact page or 24/7 live chat with your order number and issue description.
Step 2: Provide Documentation
Submit all requested information including photographs, tracking details, and evidence supporting your claim.
Step 3: Await Authorization
Our team will review your request within 3-5 business days and provide return authorization if approved.
Step 4: Return Product (if applicable)
Follow our return instructions carefully. Customers are responsible for return shipping costs unless the product is defective or incorrect.
Step 5: Inspection Period
Returned items will be inspected within 5-10 business days of receipt to verify the claim.
Step 6: Refund Processing
Approved refunds will be issued to the original payment method within 7-14 business days after inspection approval.
4. Refund Amounts and Deductions
Any approved refund will be calculated as follows:
Product Cost: Refundable (if eligible and approved)
MINUS Actual Shipping Cost: Deducted based on carrier’s airway bill (even if customer received “Free Shipping”)
MINUS Restocking Fee: If applicable (typically 15-25% of product cost)
MINUS Payment Processing Fees: Non-refundable transaction costs
MINUS Return Shipping Cost: If customer is responsible for return shipping
Example Refund Calculation:
Original Order Total: $100.00 (including “Free Shipping” promotion)
Actual Shipping Cost per Airway Bill: $15.00
Product Cost: $85.00
Restocking Fee (20%): $17.00
Payment Processing Fee: $3.00
Refund Amount: $85.00 – $15.00 – $17.00 – $3.00 = $50.00
5. Refund Timeline
Once approved and processed by ArtisanThai.com:
Credit/Debit Cards: 7-14 business days
PayPal: 5-7 business days
Other Payment Methods: Up to 14 business days
ArtisanThai.com may in rare cases, request to refund the money and perform the refund to another payment mean.
Processing times depend on your financial institution and are beyond our control once the refund is issued.
6. Partial Refunds
Partial refunds may be offered at our sole discretion when:
Product has minor defects that don’t affect primary functionality
Packaging damage occurred but product is intact and functional
A negotiated settlement is mutually agreed upon
Full refund is not warranted based on the nature of the issue
The partial refund amount is determined by ArtisanThai.com based on the severity of the issue and is subject to the same deductions outlined in Section 4.
First-Party Chargeback Fraud Policy
Zero Tolerance for Fraud
ArtisanThai.com strictly fights against first-party chargeback fraud, which is illegal and can be prosecuted by law.
First-party chargeback fraud occurs when a customer receives a product or service, then fraudulently disputes the charge with their payment provider to obtain both a refund and the merchandise. This constitutes theft and fraud under applicable consumer protection and criminal statutes, and offenders may face civil litigation and criminal prosecution.
Anti-Fraud Detection and Monitoring
ArtisanThai.com employs comprehensive internal and external detection systems to identify and combat fraudulent chargeback activity.
We expressly reserve the right to record and monitor all movements on our website, including but not limited to:
User browsing patterns and navigation history
IP addresses, device fingerprints, and geolocation data
Order history and transaction records
All customer communications and support interactions
Delivery tracking and confirmation data
Website activity logs and timestamps
All collected data is retained in accordance with applicable privacy laws and may be used as evidence in fraud investigations, chargeback disputes, and legal proceedings.
Mandatory Contact Before Any Dispute
ArtisanThai.com provides accessible customer support through:
CRITICAL REQUIREMENT: Customers experiencing any issue with their order, product, delivery, or service MUST contact ArtisanThai.com directly through these channels BEFORE initiating any chargeback or payment dispute with their bank or payment provider.
Opening a chargeback without prior contact and good-faith attempt to resolve the issue is considered fraud and will be treated as such.
Consequences of Fraudulent Chargebacks
When a chargeback is filed, ArtisanThai.com will take the following actions:
No Refunds at Chargeback Stage
ArtisanThai.com will NEVER process any refund, partial refund, or settlement once a chargeback has been initiated. All opportunities for negotiation and amicable resolution are forfeited when a customer bypasses our customer service.
Vigorous Defense of Every Claim
We will fight each single chargeback case using all tools required, including:
Delivery confirmation with tracking and GPS data
Digital signatures and photographic delivery evidence
Customer communication records
Website activity and fraud detection data
Third-party verification and witness statements
Legal counsel and litigation when necessary
Transmission to Relevant Authorities
Any chargeback claim will lead to the transmission of complete order information to relevant authorities, including:
Local, state, and federal law enforcement agencies
Payment processor fraud investigation departments
Consumer protection agencies and fraud prevention networks
Credit bureaus and financial crime databases
Legal counsel for potential civil and criminal proceedings
Short-Sighted and Risky Strategy
The first-party chargeback fraud strategy is short-lived and extremely risky. Consequences include:
Criminal prosecution for fraud, theft, and wire fraud
Civil litigation for damages, legal fees, and court costs
Permanent damage to credit history and financial reputation
Inclusion in merchant fraud databases shared industry-wide
Difficulty obtaining credit cards, loans, and financial services
Potential imprisonment and substantial fines
Customer Blacklisting
ArtisanThai.com reserves its right to permanently blacklist any customer committing such abuses. Blacklisted customers will be:
Prohibited from placing any future orders
Blocked from accessing our website and all services
Reported to fraud prevention networks and databases
Subject to ongoing monitoring to prevent circumvention attempts
Pursued legally for recovery of losses and damages
Order Cancellation Rights
ArtisanThai.com reserves its right to cancel any order at any time during the processing, packaging, shipping, or delivering process without providing a motive if required.
We maintain absolute discretion to cancel orders at any stage, including:
Order processing and payment verification
Inventory allocation and warehouse preparation
Packaging and quality control
Shipping and transit
Final delivery and last-mile logistics
Order cancellations may occur without prior notice, without explanation, and at our sole discretion when necessary to:
Protect our business from fraud or abuse
Comply with legal requirements or regulations
Address inventory or operational issues
Prevent suspected fraudulent activity
Refuse service to customers with history of abuse or chargebacks
Exercise our business judgment for any reason
In the event of cancellation by ArtisanThai.com:
Full refund will be issued to the original payment method within 7-14 business days (if payment was processed)
No additional compensation will be provided for inconvenience or consequential damages
The cancellation decision is final and not subject to appeal
Exceptions and Modifications
Discretionary Exceptions
In extraordinary circumstances, exceptions to this policy may be granted at the sole and absolute discretion of ArtisanThai.com management. Any exception granted does not:
Constitute a waiver of our rights under this policy
Create precedent for future transactions
Obligate us to grant similar exceptions in other cases
Apply to wholesale/large quantity orders (except at our sole discretion)
Policy Amendments
ArtisanThai.com reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Changes become effective immediately upon posting to our website. Your continued use of our services after modifications constitutes acceptance of the updated policy.
Legal Provisions
Governing Law
This Refund Policy is governed by and construed in accordance with applicable laws. Any disputes arising from or relating to this policy shall be subject to the exclusive jurisdiction of the appropriate courts.
Severability
If any provision of this policy is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.
Entire Agreement
This Refund Policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement between you and ArtisanThai.com regarding refunds, returns, and chargebacks.
Data Collection and Privacy
All personal data collected during the refund process or fraud investigation is handled in accordance with our Privacy Policy and applicable data protection regulations.
Customer Acknowledgment and Acceptance
By placing an order with ArtisanThai.com, customers are made aware of these conditions and expressly accept them when ticking the acceptance box during the checkout process.
This acknowledgment constitutes a binding agreement that you have:
Read and understood this entire Refund Policy
Agreed to all terms, conditions, and restrictions contained herein
Acknowledged that shipping fees (including “Free Shipping”) will be deducted from refunds based on carrier airway bills
Understood that large quantity/wholesale orders (including Tapee Tea 250, 500, 1000 teabags or equivalent quantities) are non-refundable except at ArtisanThai.com’s sole discretion
Acknowledged that smaller quantities are available for quality control purposes before ordering bulk quantities
Acknowledged the consequences of first-party chargeback fraud
Accepted our right to cancel orders at any stage
Understood the limited circumstances under which refunds are available
Agreed to contact us before initiating any payment dispute
Consented to our fraud detection and monitoring practices
Your order confirmation serves as evidence of your acceptance of this Refund Policy in its entirety.
ArtisanThai.com
Protecting Honest Customers, Fighting Fraud
For questions or legitimate concerns, please contact us at https://www.artisanthai.com/contact-us or via our 24/7 live chat. We are committed to resolving all legitimate issues fairly and promptly.
