Refund policy

This Return & Refund Policy explains when and how you can return a product purchased from CHANTRAMED LTD. ("ChantraMed") and how refunds are processed. It forms part of our Terms of Service.

For hygiene, safety, and regulatory reasons, not all products can be returned once opened. Please read this Policy carefully before placing your order.

1. Return window

  • You may request a return within 7 days of the delivery date.
  • Returns outside this window will generally not be accepted, except where a longer period is required by Thai consumer-protection law.

2. What can be returned

2.1 Unopened, unused, sellable condition

You may return most products if they are:

  • unopened and with all original seals intact;
  • in their original packaging (outer box, inner packaging, inserts, and protective wrap);
  • unused and in sellable condition;
  • accompanied by proof of purchase (order number or confirmation email).

2.2 Supplements

  • Unopened supplements may be returned within the return window, subject to §2.1.
  • Opened supplements are not returnable for hygiene and safety reasons, except where the product was delivered wrong, damaged, defective, or expired on arrival (see §3).

2.3 Cosmetics and skincare

  • Unopened cosmetics and skincare may be returned within the return window, subject to §2.1.
  • Opened cosmetics and skincare are not returnable for hygiene reasons, except where the product was delivered wrong, damaged, defective, or expired on arrival (see §3).

2.4 Personal care and hygiene-sensitive items

For hygiene reasons, the following categories are not returnable once the seal is broken or the item has been used, except where delivered wrong, damaged, defective, or expired:

  • personal hygiene products;
  • oral-care items (e.g. toothbrushes, tongue cleaners);
  • masks and gloves;
  • intimate-use or single-use personal care;
  • any product marked "hygiene-sensitive" on its product page.

2.5 Gift cards

If gift cards are offered on the Site, they are non-returnable and non-refundable except where required by law, and cannot be redeemed for cash except where Thai law requires otherwise. Full gift card rules, where applicable, will be published on a separate Gift Card Terms page.

2.6 Not returnable in any case

  • products purchased in clear breach of these rules;
  • products damaged by the customer after delivery (misuse, accident, incorrect storage);
  • products with missing components, manuals, seals, or original packaging (unless the defect existed on arrival);
  • items marked "final sale" or "non-returnable" on the product page;
  • downloadable or digital content.

3. Damaged, wrong, or expired items

If a product arrives damaged, wrong (different from what you ordered), defective, or already expired, please contact us within 48 hours of delivery at sales@chantramed.com and attach:

  • your order number;
  • clear photo or video evidence of:
  • the unopened outer parcel,
  • the product itself (including batch/lot and expiry date where visible),
  • the damage, defect, or incorrect item.

We may also request that you keep the original packaging for a short period in case the carrier or manufacturer needs to inspect it.

For confirmed damaged, wrong, defective, or expired items, ChantraMed will cover the return/replacement shipping cost (see §5).

4. How to request a return

  1. Email sales@chantramed.com (or contact us on LINE @chantramed) with the subject line "Return Request — [order number]".
  2. Include your full name, order number, the item(s) you wish to return, and the reason for the return.
  3. For damaged/wrong/expired claims, include the photo/video evidence described in §3.
  4. Wait for our written approval before shipping anything back. Items returned without prior approval may not be processed.
  5. Once approved, we will send you return instructions, including the correct return address (for Phuket vs. other regions) and, where applicable, a pre-paid return label.

5. Return shipping cost

Reason for return Who pays return shipping
Item arrived wrong, damaged, defective, or expired ChantraMed
Change of mind (item unopened and in sellable condition) Customer
Delivery to an address the customer provided incorrectly Customer
Return of a promotional free item Item must be returned with the main return; see §6.3

Where ChantraMed pays return shipping, we will either provide a pre-paid return label or reimburse reasonable return-shipping costs against a receipt.

6. Refunds

6.1 Refund method

Refunds are processed to the original payment method where possible. If the original method is unavailable (for example, a card that has been closed), we may refund by:

  • Thai domestic bank transfer to an account in the customer's name, or
  • ChantraMed store credit,

at the customer's choice where practical.

6.2 Refund timing

  • After we receive the returned item and confirm it qualifies for a refund (typically within 3–5 business days of receiving it), we will initiate the refund.
  • Refunds are usually completed within 7–15 business days after approval.
  • Your bank or card issuer may take up to 30 calendar days to post the refund to your account.
  • Delays at the bank or card network are outside ChantraMed's control.

6.3 Refund amount

  • For approved change-of-mind returns: refund equals the product price paid; shipping paid on the original order is non-refundable, except where required by law.
  • For damaged/wrong/expired/defective items: refund or replacement equals the full value of the affected item(s); shipping paid on the original order will be refunded for the affected item(s) where applicable.
  • If the order included a free promotional item or bundled discount and you return the main item, the free item must also be returned, or its value may be deducted from your refund.
  • Any ChantraPoints awarded for the refunded order will be adjusted. See Rewards Program Rules for details.

6.4 Partial refunds

We may offer a partial refund where an item is not in fully sellable condition (for example, slight damage to original packaging caused by the customer).

7. Order cancellation before dispatch

  • You may cancel an order before dispatch by emailing sales@chantramed.com with your order number.
  • Once an order has been dispatched, it is no longer cancellable and follows the normal return process.

8. Exchanges

Direct product exchanges are not offered at this time. Approved returns are refunded according to this Policy. Customers may place a new order separately.

9. Statutory rights

Nothing in this Policy excludes or limits your statutory rights under Thai consumer-protection law.

10. Contact

  • Email: sales@chantramed.com
  • LINE: @chantramed
  • Phone: +66 8 4735 4688
  • Address: CHANTRAMED LTD., 60/12 Moo 4, Chalong Sub-District, Maung District, Phuket 83130, Thailand