Returns, Refunds & Exchanges Policy

This Returns, Refunds & Exchanges Policy (“Policy”) governs all requests for return, refund, or exchange of products purchased from the KENS Apothecary Thailand website [insert website URL]. By completing a purchase, you agree to be bound by the terms set forth herein.

1. Statutory Right of Return (7-Day Cooling-Off Period)

1.1 In accordance with the Thailand Direct Sales and Direct Marketing Act B.E. 2545, you have the right to terminate your purchase contract and return any product for a full refund within seven (7) days from the date you receive the product, without needing to provide a reason. 1.2 To qualify for a refund under this 7-day cooling-off period, the product must be entirely unused, unopened (including intact plastic wrapping/security seals), and in its original packaging and condition, making it perfectly fit for resale.

2. Returns Due to Defects, Errors, or Allergic Reactions

2.1 In addition to your statutory 7-day right, we accept returns or exchanges if:

• The product received is faulty, expired, or damaged upon arrival;
• The product received does not match your order (incorrect item); or
• The product has caused an allergic reaction, provided the claim is supported by a valid medical certificate from a certified physician in Thailand.

2.2 Please inspect your package upon arrival. While we request that you notify us within forty-eight (48) hours of delivery to expedite logistics, your statutory rights regarding latent manufacturing defects remain protected under the Thai Civil and Commercial Code.

3. Notification and Procedure

3.1 To initiate any return, refund, or exchange, you must contact our Customer Service Team via:

• Email: hello@kensapothecary.com.my 
• Live Chat: Via our Website or official LINE account.

3.2 You must provide your order number, a clear description of the issue, and supporting photographic or video evidence of the packaging and product condition.

4. Refunds

4.1 For valid returns under the 7-day cooling-off period or where a replacement for a defective item is unavailable, a refund will be issued. 4.2 In accordance with Thai law, approved refunds will be processed back to your original payment method within fifteen (15) days from the date we receive your return request and the returned goods. 4.3 Original delivery fees are non-refundable for "change of mind" returns under the cooling-off period. However, if the return is due to a damaged, defective, or incorrect item, KENS Apothecary will bear all shipping costs.

5. Exchanges

5.1 Product exchanges are subject to stock availability. 5.2 If an item is out of stock, we will offer you an alternative item of equal value, store credit, or a full refund. 5.3 The replacement item will be dispatched once our team has received and inspected your returned product at our Bangkok facility.

6. Non-Returnable Items

6.1 For health, safety, and hygiene reasons, returns cannot be accepted under any circumstances for:

• Products that have been opened, unsealed, or used;
• Products missing their original packaging, accessories, or tags;
• Complimentary samples, promotional gift items, and Gifts with Purchase (GWPs).

7. Governing Law and Jurisdiction

7.1 This Policy shall be governed by, and construed in accordance with, the laws of the Kingdom of Thailand. 7.2 Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts of Thailand.

8. Amendments

8.1 We reserve the right to update or amend this Policy at any time to comply with local regulatory changes. The version published on the Website at the exact time of your purchase will apply to your order.