Dispute & Chargeback Policy

Effective Date: May 2026

At Thaikila, we are committed to maintaining a secure, transparent, and fair shopping experience for customers worldwide. This Dispute & Chargeback Policy outlines the responsibilities of both the customer and Thaikila regarding payment disputes, shipping disputes, customs-related claims, delivery investigations, and fraudulent activity.

Please read this Dispute & Chargeback Policy carefully before placing an order through our website.

By accessing our website or placing an order with Thaikila, customers acknowledge and agree to this policy together with our:

This policy is intended to:

  • establish dispute procedures,
  • clarify customer responsibilities,
  • prevent fraudulent claims,
  • protect payment integrity,
  • and support fair dispute resolution processes.

1. General Dispute Resolution

Customers are encouraged to contact Thaikila directly regarding any concerns before initiating:

  • chargebacks,
  • payment disputes,
  • legal claims,
  • arbitration,
  • or third-party complaints.

Thaikila will make reasonable efforts to review and resolve legitimate concerns through:

  • customer support,
  • operational review,
  • shipment investigation,
  • and dispute resolution procedures where appropriate.

2. Delivery Confirmation & Shipment Presumption

A shipment marked as:

  • “Delivered,”
  • “Completed,”
  • or equivalent delivery confirmation
    by the shipping carrier may be considered prima facie evidence that the order has been successfully delivered and fulfilled.

Thaikila reserves the right to rely on:

  • shipment tracking records,
  • GPS delivery confirmation,
  • courier investigation reports,
  • delivery scans,
  • customs clearance records,
  • recipient confirmation,
  • and operational logs
    during:
  • dispute investigations,
  • chargeback defense procedures,
  • arbitration,
  • or legal proceedings.

Customers acknowledge that shipping carrier records may be used as supporting evidence during:

  • payment disputes,
  • chargeback investigations,
  • claim reviews,
  • arbitration,
  • or court proceedings.

3. Risk Transfer Upon Carrier Handover

Once an order has been:

  • processed,
  • packaged,
  • and handed over to the shipping carrier,

certain shipping-related risks may transfer to the customer to the maximum extent permitted under applicable law.

Thaikila shall not be responsible for:

  • carrier operational disruptions,
  • customs delays,
  • customs inspections,
  • shipment interruptions,
  • government actions,
  • sanctions,
  • delivery exceptions,
  • or courier-related issues occurring after shipment handover beyond our reasonable control.

Customers remain responsible for:

  • monitoring shipment tracking,
  • responding to courier communications,
  • completing customs procedures,
  • paying applicable import charges,
  • and accepting shipment delivery.

4. Tracking Responsibility

Customers are fully responsible for:

  • monitoring shipment tracking,
  • reviewing delivery updates,
  • responding to shipping carrier communications,
  • completing customs clearance requirements,
  • and ensuring shipment acceptance within required timeframes.

Tracking history may include:

  • customs payment requests,
  • brokerage fee notices,
  • advancement fee notifications,
  • identity verification requests,
  • customs processing updates,
  • delivery scheduling,
  • or delivery exceptions.

Failure to:

  • monitor shipment tracking,
  • respond to courier requests,
  • pay applicable import charges,
  • or complete customs procedures
    may result in:
  • shipment delays,
  • customs holds,
  • return-to-origin (RTO),
  • abandonment,
  • disposal,
  • additional operational charges,
  • or shipment destruction by customs authorities or carriers.

5. Customs, Duties & Import Charges

International shipments may be subject to:

  • import duties,
  • VAT/GST,
  • brokerage fees,
  • advancement fees,
  • customs processing charges,
  • operational surcharges,
  • remote-area surcharges,
  • and other import-related charges imposed by customs authorities or shipping carriers.

Customers are solely responsible for all applicable import-related charges unless otherwise explicitly stated.

Import-related charges may remain payable even if shipments are:

  • refused,
  • returned,
  • abandoned,
  • undeliverable,
  • disposed,
  • or returned to origin (RTO).

Once a shipment has been dispatched or entered customs clearance procedures, import-related obligations may no longer be cancellable.

Refusal of shipment acceptance does not automatically cancel:

  • customs obligations,
  • brokerage fees,
  • advancement charges,
  • operational fees,
  • or carrier-imposed import-related charges.

Please refer to our Customs, Duties & Import Tax Policy for complete customs information.

6. Customer Communication & Follow-Up

Where operationally feasible, Thaikila may attempt to contact customers regarding:

  • customs payment notices,
  • import-related issues,
  • delivery exceptions,
  • failed delivery attempts,
  • or shipment-related problems.

Thaikila may attempt customer follow-up up to:

  • three (3) contact attempts,
  • within approximately three (3) business days
    from the date relevant shipment information is received from the shipping provider.

However, customers remain fully responsible for:

  • monitoring shipment tracking directly,
  • responding promptly to courier requests,
  • and completing required actions within carrier or customs deadlines.

Failure to respond may result in:

  • shipment return,
  • customs disposal,
  • abandonment,
  • destruction,
  • or additional operational charges.

7. Identity Verification Requests

Shipping carriers, customs authorities, payment providers, or fraud prevention services may require:

  • identity verification,
  • address verification,
  • customs documentation,
  • or supporting information
    before shipment release or transaction approval.

Customers are responsible for:

  • providing requested information promptly,
  • ensuring submitted information is accurate,
  • and cooperating with applicable verification procedures.

Failure to complete verification procedures may result in:

  • shipment delays,
  • customs holds,
  • transaction cancellation,
  • shipment return,
  • or refusal of delivery.

8. Unboxing Video Requirement

Customers are strongly encouraged to record a complete, continuous, and unedited unboxing video immediately upon receiving their order.

For claims involving:

  • damaged items,
  • missing products,
  • incorrect items,
  • tampered packaging,
  • or shipment disputes,

Thaikila may require:

  • a full unboxing video,
  • photographs of packaging,
  • shipping labels,
  • and supporting documentation
    for claim assessment.

Unboxing videos should:

  • clearly show the unopened package,
  • display shipping labels,
  • show package condition,
  • and record the complete opening process without edits or interruptions.

Failure to provide sufficient supporting evidence may affect:

  • dispute eligibility,
  • claim review,
  • refund consideration,
  • exchange approval,
  • or dispute resolution outcomes.

9. Evidence Manipulation & Fraudulent Claims

Edited, manipulated, incomplete, misleading, inconsistent, or fraudulent evidence may result in:

  • claim rejection,
  • dispute denial,
  • refund refusal,
  • exchange refusal,
  • account restriction,
  • arbitration defense,
  • legal action,
  • or escalation to fraud investigation procedures.

Fraudulent activities including:

  • manipulated evidence,
  • false delivery claims,
  • unauthorized transaction claims,
  • policy abuse,
  • chargeback abuse,
  • customs avoidance,
  • shipment manipulation,
  • or intentional misuse of dispute systems
    are strictly prohibited.

Thaikila reserves the right to:

  • dispute fraudulent chargebacks,
  • cooperate with payment processors,
  • cooperate with shipping providers,
  • cooperate with customs authorities,
  • cooperate with fraud prevention services,
  • and report suspected fraud where permitted under applicable law.

10. Claim Submission Timeframe

Customers are encouraged to report shipment-related concerns as soon as reasonably possible after delivery.

Claims involving:

  • damaged products,
  • missing items,
  • incorrect items,
  • shipment disputes,
  • or delivery concerns
    should be submitted promptly together with supporting evidence.

Delayed reporting may affect:

  • carrier investigation eligibility,
  • operational review,
  • evidence verification,
  • dispute resolution capability,
  • arbitration review,
  • or chargeback defense procedures.

Thaikila reserves the right to determine claim eligibility based on:

  • operational feasibility,
  • carrier investigation timelines,
  • evidence availability,
  • and policy compliance.

11. Chargeback & Payment Disputes

Customers agree not to initiate:

  • fraudulent chargebacks,
  • bad-faith payment disputes,
  • unauthorized transaction claims,
  • or payment reversals
    without first attempting good-faith communication with Thaikila.

Thaikila reserves the right to dispute chargebacks using available supporting evidence including but not limited to:

  • shipment tracking,
  • delivery confirmation,
  • GPS delivery data,
  • courier reports,
  • customs records,
  • customer communications,
  • payment verification records,
  • operational logs,
  • and dispute documentation.

Chargebacks involving:

  • shipment refusal,
  • customs avoidance,
  • policy violations,
  • manipulated evidence,
  • fraudulent conduct,
  • or intentional misuse of payment systems
    may be formally disputed by Thaikila.

12. Fraud Prevention & Operational Protection

Thaikila maintains fraud prevention and operational protection procedures to protect:

  • customers,
  • payment systems,
  • logistics operations,
  • digital platforms,
  • and business integrity.

Orders and disputes may be subject to:

  • fraud screening,
  • operational review,
  • identity verification,
  • shipment investigation,
  • transaction monitoring,
  • and payment verification procedures.

Thaikila reserves the right to:

  • restrict transactions,
  • refuse service,
  • suspend accounts,
  • reject claims,
  • deny dispute eligibility,
  • or terminate customer access
    where suspicious activity or policy abuse is identified.

13. Limitation of Liability

To the maximum extent permitted by applicable law, Thaikila shall not be liable for:

  • indirect losses,
  • consequential damages,
  • customs-related losses,
  • carrier operational issues,
  • delayed deliveries,
  • shipment interruptions,
  • customs actions,
  • sanctions,
  • force majeure events,
  • payment processor actions,
  • or operational disruptions beyond our reasonable control.

Thaikila’s total liability relating to any:

  • dispute,
  • chargeback,
  • transaction,
  • shipment claim,
  • or legal proceeding
    shall not exceed the original purchase amount paid for the applicable order.

14. Governing Law, Dispute Resolution & Jurisdiction

This Dispute & Chargeback Policy shall be governed and interpreted in accordance with the laws of the State of Delaware, United States, without regard to conflict of law principles.

Customers agree that disputes arising from:

  • transactions,
  • shipment issues,
  • customs matters,
  • payment disputes,
  • website use,
  • or related services
    shall first be attempted to be resolved through:
  • direct communication,
  • good-faith negotiation,
  • mediation,
  • or binding arbitration procedures where permitted by applicable law.

Where arbitration is unavailable or unenforceable, customers agree that any legal proceeding shall be brought exclusively in the state or federal courts located in Delaware, United States.

Customers expressly agree to:

  • submit to the exclusive jurisdiction of the courts located in Delaware, United States,
  • waive objections relating to venue or forum convenience,
  • and acknowledge Delaware as the exclusive agreed legal venue for applicable disputes.

To the maximum extent permitted by applicable law, customers further agree that disputes shall be resolved individually and not as part of:

  • class actions,
  • representative proceedings,
  • consolidated actions,
  • or collective legal claims.

Customers also waive any right to trial by jury where permitted under applicable law.

Please also refer to our Governing Law, Dispute Resolution & Jurisdiction Policy for complete legal and jurisdiction information.

15. Policy Updates

Thaikila reserves the right to:

  • modify,
  • revise,
  • update,
  • replace,
  • or discontinue this policy
    at any time without prior notice.

Updated versions will be published on the website with the revised effective date.

Continued use of the website or placement of orders following updates constitutes acceptance of the revised policy.

16. Contact Information

For assistance regarding orders, shipping, customs, or payment-related concerns, please contact:

Customer Support
For faster assistance, please include your Order ID at the beginning of your email when contacting our customer support team at customercare@thaikila.com.

Website: Thaikila Official Website