Shipping & Delivery Policy

These Shipping & Delivery Conditions (“Conditions”) govern all orders placed through the KENS Apothecary Thailand website. By submitting an order, you agree to be bound by these Conditions in addition to our Terms and Conditions. In the event of any inconsistency, these Conditions shall prevail.

1. Order Processing and Acceptance

1.1 By selecting products and proceeding to checkout, you make a binding offer to purchase the selected items. This offer remains subject to our final acceptance.

1.2 Acceptance of your order occurs only upon the actual dispatch of the goods from our warehouse, which will be confirmed by a dispatch email containing your tracking information.

1.3 We reserve the right to refuse or cancel any order at our sole discretion prior to dispatch for legitimate reasons, including but not limited to where:

• The product is discontinued, out of stock, or unavailable;
• Your payment authorization is declined or flagged by our payment gateway;
• The transaction is suspected of being fraudulent or violating our platform terms.

2. Processing Times

2.1 Orders are typically processed and packed within one (1) to two (2) business days after payment confirmation.

2.2 Processing times may be extended during official Thai public holidays, weekends, or peak promotional periods (such as 11.11 or 12.12 mega-sales).

3. Shipping Methods and Courier Services

3.1 To ensure secure and timely delivery across Thailand, we partner with reliable third-party domestic courier services (such as Kerry Express, Flash Express, or Thailand Post).

3.2 The specific courier handling your parcel will be detailed in your checkout breakdown and your tracking confirmation email.

3.3 Where certain items in your order are temporarily unavailable at the time of packing, we reserve the right to deliver the available items to you first at no extra charge.

4. Delivery Times and Charges

4.1 Shipping rates and estimated delivery timelines after dispatch are structured as follows:

Delivery Zone	Estimated Delivery Time	Standard Shipping Fee	Complimentary Shipping Threshold
Greater Bangkok (Bangkok, Nonthaburi, Pathum Thani, Samut Prakan)	2 - 3 Business Days	100 THB flat rate	Free for orders over 3,500 THB
Other Provinces (Upcountry Thailand)	3 - 5 Business Days	150 THB flat rate	Free for orders over 4,500 THB
Remote Areas (Islands, Mountainous zones, Deep South)	5 - 7 Business Days	200 THB flat rate	Free for orders over 5,500 THB

4.2 Delivery timelines are indicative estimations provided by the couriers and do not constitute a strict legal guarantee. KENS Apothecary shall not be held liable for shipping delays caused by external factors beyond our reasonable control (e.g., severe weather, flash floods, or courier system outages).

5. Cancellations and Modifications

5.1 Orders may only be cancelled or modified if they have not yet entered the fulfillment and dispatch stage.

5.2 Once an order has been handed over to our courier partner, it cannot be cancelled, modified, or rerouted. Customers are advised to carefully double-check their delivery address and mobile contact number before finalizing payment.

6. Transfer of Risk and Title

6.1 In compliance with Thai consumer protection principles, the risk of loss, theft, or damage to the products passes to you only upon successful physical delivery and sign-off at your designated shipping address.

6.2 Legal title to the goods transfers to you concurrently at the point of delivery.

7. Undeliverable Orders

7.1 If a parcel is returned to our warehouse because of an incomplete address, inaccurate contact details, or because the courier failed to reach the recipient after multiple attempts, the customer may be responsible for the actual shipping costs required to arrange a redelivery.

7.2 KENS Apothecary is not responsible for non-delivery or failed deliveries resulting from inaccurate or incorrect data supplied by the customer at checkout.

8. Lost or Missing Parcels

8.1 If your tracking status shows your package as delivered but you have not received it, you must report this to our Customer Service Team within forty-eight (48) hours so we can open an official investigation with the courier provider.

8.2 We will actively coordinate with the logistics partner to track down your parcel. If it is verified as lost in transit by the courier, we will issue a replacement or a full refund.

9. Governing Law and Jurisdiction

9.1 These Conditions shall be governed by, and construed in accordance with, the laws of the Kingdom of Thailand.

9.2 Any dispute arising from or in connection with these shipping terms shall be subject to the exclusive jurisdiction of the competent courts of Thailand.