Return and Refund Policy (Promise Cosmetics Thailand)

Effective from 1 January 2025

1. Overview

Promise Cosmetics Thailand (“we” or “the Company”) is committed to providing our customers with complete satisfaction with our skincare products. Subject to the general principles of the skincare industry in Thailand and consumer protection laws, we offer a 30-day money back guarantee if customers are not satisfied with the products. Please read this policy carefully to understand the procedures and conditions for refund or exchange.

2. 30-day money back guarantee

1. Warranty period

   • You have the right to request a refund or exchange of the product within 30 days from the date of receipt of the product for any reason, including if you do not like or are not satisfied with the product.

2. Contact Customer Service

   • Before returning an item, please contact Customer Service at support@promise-cosmetics.co.th so our team can assist you, guide you through the process, or provide you with other possible options.

3. Condition of returned product

   • Please return the product in its original packaging for ease of processing.
   • Although partially used products can still be returned under the 30-day policy, if they are excessively used or near exhaustion and may no longer be available for sale, the refund amount will be determined at our discretion.

3. Product return process

1. Contact Customer Service

   • Please email support@promise-cosmetics.co.th within 30 days of receiving the product, stating the order number and reason for the return or exchange.

2. Follow the instructions

   • The customer service representative will inform you of the procedures such as required documents or shipping stickers.

3. Product packaging and shipping

   • Return the product in safe packaging. If the product is damaged or defective, please take a photo as evidence and attach it in the email.
   • In case the return is not due to the company's fault or is not due to a product defect, the buyer may be responsible for the return shipping cost.

4. Refund and processing time

1. Refund channels

   • We generally refund via the same payment method used to make the purchase. If the original method is not available, we may offer an alternative, such as a credit towards a future order.

2. Processing time

   • Once we receive your item, please allow approximately 7–10 business days for the refund to be processed. We will notify you via email once the transaction is complete.

3. Partial Refund

   • If the returned product is after the 30-day period or is in a condition that is beyond reasonable use, we may, at our discretion, provide a partial refund.

5. Product exchange

1. Product Change

   • If you wish to change to another product or change to the same type of product (in case the product is damaged/defective), please clearly state your intention when contacting customer service.

2. Shipping cost

   • If it is the company's fault or the product is defective, we will be responsible for the shipping cost to replace the product.
   • In case of product exchange due to personal reasons (e.g. wanting a different scent or formula), the buyer may be responsible for additional shipping costs, unless otherwise agreed with Customer Service.

6. Compliance with consumer protection laws

1. Consumer Protection Act

   • This Policy complies with the general principles of the Consumer Protection Act B.E. 2522 (including amendments).
   • If Thai law provides additional privileges to consumers, we will comply with those laws.

2. Exceptions and limitations

   • Some special offer or clearance items may be marked as non-refundable or exchangeable, which will be stated at the point of sale.
   • Returns or exchanges of products purchased through other channels (other than Promise Cosmetics Thailand or authorized partners) may be rejected.

7. Contact channels

If you have questions about our return and refund policies or need assistance with returning or exchanging an item, please contact us at:

Email : support@promise-cosmetics.co.th
Business hours : Monday–Friday 9:00 AM–6:00 PM (Thailand time)

Return & Refund Policy (Promise Cosmetics Thailand)

Effective Date: 01.01.2025

1. Overview

At Promise Cosmetics Thailand (“we,” “us,” or “our”), we want you to be completely satisfied with our skincare products. In accordance with the standard practices in Thailand's skincare industry and subject to Thai consumer protection laws, we offer a 30-day money-back guarantee for customers who are not satisfied with their purchase. Please read this policy thoroughly to understand how returns, refunds, or exchanges are handled.

2. 30-Day Money-Back Guarantee

1. Eligibility Period

   • You have 30 days from the date you receive your product(s) to request a refund or exchange for any reason, including if you simply do not like the product.

2. Initial Support & Assistance

   • Before proceeding with a return, please contact our Support Team at support @promise -cosmetics .co .th . Our team will guide you through the process, offer potential solutions, and arrange the return or exchange if necessary.

3. Condition of the Returned Items

   • We encourage you to return the product(s) in their original packaging to facilitate processing.
   • Please note that while partially used products are eligible for returns under the 30-day guarantee, items that are significantly used or empty may affect the level of refund if the product is deemed no longer resalable. This determination is at our discretion.

3. How to Request a Return

1. Contact Support

   • Email our Support Team at support @promise -cosmetics .co .th within 30 days of receiving your order. Provide your order number and a brief description of why you wish to return or exchange the product.

2. Follow Instructions

   • Our support representative will provide step-by-step instructions on returning the item, including any documents or labels needed.

3. Packaging & Shipping

   • Pack the item securely. If the product is damaged or defective, include photos or evidence of damage in your email to expedite the process.
   • Unless the return is due to an error on our part or a defective product, you may be responsible for any shipping costs associated with the return.

4. Refunds & Processing Time

1. Refund Options

   • We typically issue refunds to the original payment method used for the purchase. If that is not possible (eg, payment method no longer active), we may offer an alternative such as a store credit.

2. Refund Timeline

   • Once we receive your returned item, please allow 7–10 business days for us to process your refund. We will send you a notification email once the refund is issued.

3. Partial Refunds

   • If items are returned after the 30-day window or are in a condition that suggests extensive use, a partial refund may be issued at our discretion.

5. Exchanges

1. Product Exchanges

   • If you wish to try a different product or exchange for the same item (in case of defect/damage), please indicate this when contacting our support team.

2. Shipping Costs

   • For defective or incorrect items, we will cover the cost of shipping the exchange product to you.
   • For preference-based exchanges (eg, changing to a different scent or variant), you may be responsible for the additional shipping costs, unless stated otherwise by our support team.

6. Legal Compliance & Consumer Rights

1. Thai Consumer Protection Act

   • This Return & Refund Policy adheres to the general guidelines under the Thai Consumer Protection Act BE 2522 (and subsequent amendments).
   • In cases where specific Thai laws grant you additional rights beyond this policy, we will follow the applicable legal standards.

2. Exceptions & Limitations

   • Certain promotional or clearance items may be final sale or non-returnable , as stated at the time of purchase.
   • Returns or exchanges from unauthorized channels or resellers (ie, not purchased directly from Promise Cosmetics Thailand or our official partners) may be rejected.

7. Contact Information

If you have any questions about our Return & Refund Policy, need assistance with a return, or have concerns about a product you received, please reach out to us at:

Email : support @promise -cosmetics .co .th
Office Hours : Monday–Friday, 9:00 AM–6:00 PM (Bangkok Time)