Refund policy

Last updated: October 11, 2026

We do not offer voluntary returns, exchanges, or refunds for change of mind, ordering mistakes, taste preferences, or unwanted items. We will put things right if we make a mistake with your order, including an incorrect or missing item. Damaged, defective, unsafe, materially misdescribed, and lost items are handled under this policy. This restriction does not affect mandatory consumer rights, including any applicable EU or UK statutory right of withdrawal described in section 7.

1. Cancellations and address changes
Customers may request cancellation through their customer account within 15 minutes after placing the order. A cancellation request is not guaranteed after processing begins. Once an order has been packed or handed to the carrier, cancellation or an address change might no longer be possible. If we approve cancellation of the entire order before shipment, we will refund the amount paid for the products and the original shipping charge to the original payment method. The 15-minute account request window and these pre-dispatch processing limits do not restrict any statutory withdrawal or cancellation right, including those described in section 7.

2. Damaged, incorrect, unsafe, or missing items
If an item arrives damaged, incorrect, unsafe, materially different from its description, or is missing from the parcel, please contact us within 3 days of delivery whenever reasonably possible. Include your order number and clear photos of the product, shipping label, outer box, and internal packaging. If the claim is approved, Sawasdeal will provide an appropriate replacement or refund at no additional cost. Please contact us for return instructions before sending an item. The suggested 3-day reporting period does not shorten any statutory rights or claim period, and a statutory withdrawal does not require our prior approval.

3. Food and other non-returnable items
Outside statutory withdrawal rights, we do not offer voluntary physical returns of food, beverages, herbs, seasonings, perishable goods, opened products, gift cards, clearance items, or final-sale items. Where statutory withdrawal rights apply, eligibility depends on the legal exceptions described in section 7, not merely on whether an item is food, a consumable, discounted, or labelled final sale. This does not affect an approved claim for an item that is damaged, incorrect, unsafe, missing, or materially different from its description.

4. Refunds
Approved refunds are issued to the original payment method. Banks and payment providers may require 5–10 business days after the refund is processed to post the funds to your account.

If an item arrives damaged, incorrect, unsafe, or materially different from its description, or is missing from the parcel, we will provide an appropriate replacement or refund for the affected item at no additional cost if the claim is approved. When the rest of the order was delivered, the original shipping charge is generally not refunded, except where applicable law requires otherwise. Refunds following a statutory withdrawal are handled under section 7.

If no items in an order are shipped, or the entire parcel is confirmed lost or undelivered, we will refund the amount paid for the products and the original shipping charge, or provide an appropriate replacement at no additional cost.

If we do not ship some items in your order, we will refund those items and recalculate the shipping charge using the weight of the items actually shipped and the shipping rate bands that applied when you placed the order. If the order remains in the same weight band, the original shipping charge will not be refunded. If it falls into a lower weight band, we will refund the difference in shipping charges.

5. Shipping, delivery, and customs
FastShip Express All-in shipping charges include applicable duties and import taxes, so no additional payment for duties or import taxes is required on delivery. Customers are responsible for providing a complete and accurate delivery address and for cooperating with any reasonable customs verification request. Carrier delays and customs inspections are outside our direct control, but we will assist with investigations for delayed or lost parcels.

6. Contact
For cancellation requests, sign in to your customer account. For damaged, incorrect, unsafe, missing, delayed, or lost items, please use our Contact page and include your order number.

7. Statutory withdrawal rights: EU and United Kingdom consumers
Where EU or UK consumer withdrawal law applies to your online purchase, you may cancel an eligible purchase without giving a reason by notifying us within 14 days after delivery. Send the goods back within 14 days after your notification. Eligible non-food products can be returned under these rules.

How to notify us: Email contact@sawasdeal.com or use our Contact page, giving your name, order number, the items concerned, and a clear statement that you are exercising your right of withdrawal. For example: “I hereby withdraw from my purchase of [items], ordered on [date] and received on [date]. Name: [name]. Order number: [number].” Contact us for the return address in Thailand and practical shipping instructions. Prior approval is not a condition of exercising a statutory withdrawal right.

Return shipping costs: For a change-of-mind withdrawal, you are responsible for the direct cost of return postage and packaging to Thailand. We do not provide a free return label for these returns. Use suitable protective packaging; tracked postage is recommended. If goods are damaged, incorrect, unsafe, or otherwise non-conforming, Sawasdeal covers necessary return costs and provides the remedy required by applicable law.

Condition and exceptions: You may inspect eligible goods as you would in a shop. Any lawful deduction is limited to loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics, and functioning. We do not charge a restocking fee for statutory withdrawals. Exceptions can include goods that deteriorate or expire rapidly, personalised goods, and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. Food, shelf-stable goods, cosmetics, personal-care products, and sale items are not automatically excluded as entire categories; the specific legal exception must apply.

Withdrawal refunds: We refund eligible returned goods to the original payment method. For withdrawal from the whole order, this includes the standard outbound delivery cost required by law; any extra charge for an optional upgraded delivery service need not be refunded. EU withdrawal refunds are due within 14 days after notification, although we may withhold reimbursement until we receive the returned goods or evidence they were sent back, whichever occurs first. UK refunds are issued within the applicable statutory deadline, generally within 14 days after receiving the goods back or evidence of their return. Partial-withdrawal delivery refunds follow applicable law. Bank posting time is separate from our processing deadline.

These provisions do not restrict stronger mandatory rights or remedies available under the law that applies to your purchase. Statutory rights for faulty or misdescribed goods are separate from change-of-mind withdrawal.

This policy does not limit any consumer rights that cannot be excluded under applicable law.