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SOUWA cares about product quality and customer satisfaction. Requests for exchange or return are considered under the following conditions.
This English version is a translation provided for convenience. If there is any difference between the two, the Thai version applies.
You may make a request if you received the wrong item, an item is missing from your order, the packaging was significantly damaged in transit, or the product has a defect that arose before delivery.
Please contact the shop within [7] days of receiving your order, with your order number and photos of the product and packaging, to support our review.
Because tea is a food product, the shop cannot accept returns of items that have been opened, used or stored incorrectly, unless the product is found to have been defective before delivery.
The shop may decline exchanges or returns for a change of mind, ordering the wrong type or personal taste preference, where the product is correct, complete and as described.
Before sending anything back, please contact the shop for confirmation and return shipping details. Please do not return items without confirmation, as this may delay the review.
If the error was the shop’s, or the product was damaged before delivery, the shop will cover reasonable shipping costs for the exchange or return.
Once the shop has reviewed and approved your request, the refund will be made through the channel agreed with you within [7–14] business days. The time it takes for funds to reach your account may vary by bank or payment service provider.