Cancellation, Exchange, Return, and Refund Policy

1. Order Cancellation
   You may cancel your order if the order status is still “In Preparation.” To cancel, go to the “Orders” section and click “Cancel Order.” However, cancellations are not allowed if the order status is marked as “Ready to Ship.”
2. Product Inspection
   Upon receiving the product, please record a continuous video of unboxing and inspecting the product. If any issues are found, contact our Customer Support within 7 days from the delivery date (as indicated in the delivery record provided by the courier service) through one of the following channels:
   • Phone: 099-6599551
   • Line: @harneyteasthailand
   • Email: contactus@harneyteasthailand.com
3. Product Exchange or Return
   We accept exchanges or returns only for purchases made via the Harney & Sons Thailand online store (https://harneyteasthailand.com) under the following conditions:
   • The product received does not match the order. Returned products must remain unopened and in their original packaging.
   • The product is damaged or shows signs of tampering due to shipping.
   • The product received is expired.
   • The product exhibits quality issues, such as abnormal color, odor, or taste.
   • The product has manufacturing defects.
   • The product damage is demonstrably caused by our company.
   • Products that do not fall under these conditions are not eligible for exchange or return.

Note:

• Products must be returned in their original condition, unopened, and unused unless related to allergic reactions.
• We are not responsible for damage resulting from improper packaging during return shipment by the customer.
• Products from promotional campaigns or gift-with-purchase programs are not eligible for exchange.
• For allergy-related returns, at least 80% of the product must remain unused.
• Requests for returns or exchanges after 7 days will not be accepted.
• Products not purchased directly from Harney & Sons Thailand or without proof of purchase will not be accepted.

1. Exchange Conditions
   • Exchanges are limited to the same product type, flavor, and packaging size as originally purchased. Substitutions for other types or flavors are not allowed.
2. Return Process
   5.1 Contact Us:
   Customers wishing to return or exchange a product must contact us via:
   • Phone: 099-6599551
   • Line: @harneyteasthailand
   • Email: contactus@harneyteasthailand.com

Upon receipt of your request, our team will contact you for further steps.

5.2 Return Status Updates:
The return, exchange, or refund process will begin once the returned product has been received and inspected. The inspection process may take approximately 7 business days. For updates, please contact us via Line: @harneyteasthailand or phone: 099-6599551.

5.3 Return Shipping Costs:

• If the product delivered is incorrect, damaged, or defective due to our company’s error, we will cover the return shipping costs.
• If the customer wishes to exchange or return the product for personal reasons, the shipping costs will be the customer’s responsibility.

5.4 New Product Delivery:
After inspection and approval of the return, a replacement product of the same type and flavor will be sent to the customer. Delivery timelines will follow standard shipping times. Customers will receive an email confirmation and a new order number once the replacement product is shipped.

1. Refund Policy
   Full refunds are offered under the following conditions:
   • The company is unable to provide a replacement for the original product ordered. (Refunds for products that are damaged, opened, or tampered with are subject to approval.)
   • The customer has a proven allergic reaction to the product.
   • For credit card payments, refunds will be processed back to the original card within 30 business days of refund approval.
   • For bank transfer payments, refunds will be made via bank transfer to the customer’s account within 30 business days of refund approval. Refunds will only be transferred to accounts under the customer’s name.
2. Product Warranty Policy
   We guarantee that all products sold to customers:
   • Are manufactured according to Good Manufacturing Practices (GMP).
   • Meet quality assurance standards to ensure compliance with applicable certifications.
   • Are free from any legal encumbrances at the time of delivery.

Harney & Sons Thailand is committed to upholding consumer rights with fairness, transparency, and care for all customers. We will do our utmost within our scope of responsibility to address and resolve any issues that may arise.

Note: Please package returned products securely to ensure they arrive in their original condition without damage.