Returns, Refunds & Shipping

1. Summary

If you have a specific situation, email returns@accina.co — we work with you.

2. Shipping

2.1 Domestic (Thailand)

Domestic shipping is fully tracked. Tracking number sent within 24 hours of dispatch.

2.2 International

Customs and duties: the customer is responsible for any import duties, taxes, or customs fees in the destination country.

2.3 Processing time

Orders are processed and dispatched within 2-5 business days of payment confirmation. Personalized/engraved items add 3-5 business days.

If we expect a delay (out of stock, materials shortage), we notify you within 24 hours.

2.4 Cancellations

• Before dispatch: yes — email returns@accina.co, full refund within 7 business days
• After dispatch: no — follow Returns process below
• Personalized/engraved (production started): no after production begins

3. Returns

3.1 Returns window

• Thailand: 14 calendar days from delivery (above the 7-day Thai Consumer Protection Act minimum)
• International: 30 calendar days from delivery

The clock starts on the date the courier marks "Delivered".

3.2 Conditions

• Item is unused (no marks, scratches, soiling, scent)
• Item is in original packaging (kraft envelope, linen pouch, brand card all intact)
• You have proof of purchase (order number or receipt)
• Return is initiated within the window

3.3 How to return

1. Email returns@accina.co with order number, reason, and preferred refund method
2. We reply within 2 business days with return instructions and address
3. You ship the item back at your cost (unless §5 applies)
4. We inspect within 3 business days of receipt
5. We process the refund within 14 days of inspection (typically much faster)

3.4 What can't be returned

• Engraved / personalized items (except manufacturing defect or our error)
• Items damaged by customer
• Items returned outside the window
• Items without original packaging (partial refund possible at discretion)
• Sale / clearance items marked "Final sale" (except defects)
• Digital assets (ACCINA Assets — future) except download failure

4. Refunds

4.1 Refund method

By default, refund is to the original payment method.

4.2 Refund amount

• Item price: fully refunded if returned per §3
• Original shipping: refunded if return is due to our error
• Original shipping: NOT refunded if return is customer preference
• Return shipping: customer-paid unless §5 applies

4.3 Partial refunds

We may offer a partial refund if:

• Item returned beyond window but within 7 days of expiry
• Packaging damaged but item intact
• Item shows minor signs of use

5. Damaged / defective items

If your item arrives damaged or has a manufacturing defect:

1. Within 7 days of delivery, email returns@accina.co with order number + photos of the damage (and box if damaged in transit)
2. We assess within 2 business days
3. If confirmed: your options are replacement (we cover all return + replacement shipping), full refund (item + original shipping + return shipping), or partial refund + keep item

6. International-specific notes

• Currency: all prices in THB. International shoppers see equivalent in USD/EUR at checkout via Wise rate.
• Refunds in original currency:refunded amount is the THB amount received, converted back via the same processor. FX gain/loss is the customer's.
• Return shipping from overseas: the customer bears the cost. We work with you to find the cheapest method.
• Customs returns: if a package returns to us because of unpaid customs duties at destination, the customer bears original shipping. We refund product cost only.

7. Wholesale / B2B orders

• Returns only for manufacturing defects
• Inspection window: 14 days from delivery
• Replacement-first policy
• Specific terms negotiated per PO

For wholesale: hello@accina.co.

8. Sustainability note

Returns generate carbon. We'd rather make the right thing once than ship-and-return three times.

• Detailed product specs on every listing — measure before you order
• Real photos under natural light — what you see is what you get
• Returned items in mint condition may be resold as B-stock at a discount (clearly marked); damaged returns are responsibly recycled

If you're unsure whether a piece fits, email us before ordering.

9. Disputes

1. First: email returns@accina.co — escalate to the director directly
2. Second: Thai Consumer Protection Board (สำนักงานคณะกรรมการคุ้มครองผู้บริโภค — สคบ.) — ocpb.go.th
3. Third: mediation via the Chiang Mai Consumer Mediation Centre
4. Last resort: Chiang Mai Provincial Court

10. Changes to this policy

We may update this policy. Material changes will be announced via newsletter, a banner on accina.cofor 30 days, and an updated "Last updated" date.

11. Contact

• Returns / refunds: returns@accina.co
• Damaged on arrival: returns@accina.co (within 7 days)
• Wholesale terms: hello@accina.co
• Postal: ACCINA Co., Ltd., 189 หมู่ 5 ซอย ไชยเรืองศรี 1, ต.แม่เหียะ, อ.เมืองเชียงใหม่, จ.เชียงใหม่ 50100