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.

By placing an order through our website, you acknowledge and agree to the terms outlined below.

1. Customer Support Resolution

Before initiating any payment dispute, chargeback, claim, or reversal request through a bank, credit card provider, PayPal, or payment platform, customers are strongly encouraged to contact our customer support team directly for assistance.

Thaikila will make reasonable efforts to review and resolve concerns in a fair and timely manner whenever possible.

2. Payment Verification & Fraud Prevention

To protect both customers and our business from fraudulent activity, Thaikila reserves the right to:

  • review and verify transactions,
  • request additional payment verification,
  • request identity verification documents,
  • temporarily hold or delay shipment for security review,
  • cancel or refuse suspicious orders at our sole discretion.

Verification requests may include, but are not limited to:

  • government-issued identification,
  • proof of billing address,
  • payment authorization verification,
  • confirmation of order details,
  • or additional fraud screening procedures.

Failure to provide requested verification within the required timeframe may result in order cancellation.

3. Tracking & Delivery Confirmation

Once an order has been dispatched, customers will receive shipment tracking information via email.

Customers are fully responsible for:

  • monitoring shipment tracking updates,
  • checking courier notifications,
  • responding to shipping provider communications,
  • completing customs or delivery procedures,
  • and providing accurate shipping information.

Tracking records, courier scans, delivery confirmations, GPS delivery records, and shipping provider investigation results may be used as evidence during dispute or chargeback investigations.

4. Delivery Presumption

A shipment marked as “Delivered” by the shipping carrier to the shipping address provided at checkout may be considered prima facie evidence that the order has been successfully delivered and fulfilled.

Thaikila reserves the right to rely on:

  • carrier tracking records,
  • delivery confirmation scans,
  • GPS delivery data,
  • recipient confirmation,
  • courier investigation results,
  • and related shipping evidence during dispute investigations.

5. Transfer of Shipping Risk

Risk of shipping delays, customs delays, delivery exceptions, loss, or shipping disruptions may transfer to the customer once the shipment has been handed over to the shipping carrier or logistics provider.

While Thaikila will make reasonable efforts to assist customers with shipping-related concerns, we are not responsible for:

  • courier operational delays,
  • customs processing delays,
  • failed delivery attempts,
  • government actions,
  • force majeure events,
  • or circumstances beyond our reasonable control.

6. Customs Duties, VAT & Import Charges

International shipments may be subject to:

  • import duties,
  • VAT/GST,
  • customs clearance charges,
  • brokerage fees,
  • local taxes,
  • administrative fees,
  • or other government-imposed import charges depending on the destination country.

Unless otherwise stated, international orders are shipped on a Delivery Duty Unpaid (DDU/DAP) basis.

Customers are solely responsible for:

  • paying all applicable import-related charges,
  • responding to customs or courier requests,
  • completing customs clearance requirements,
  • and complying with local import regulations.

Thaikila does not control customs authorities and cannot estimate or guarantee import tax amounts.

Import duties, taxes, customs fees, and related charges are non-refundable.

7. Customs Refusal, Abandonment & Disposal

If a customer:

  • refuses delivery,
  • refuses to pay import duties or taxes,
  • fails to respond to customs or courier requests,
  • fails to provide required documentation or identification,
  • or abandons the shipment,

the package may be:

  • returned to origin,
  • held by customs,
  • abandoned,
  • destroyed,
  • or disposed of by customs authorities or the shipping provider.

In such cases:

  • Thaikila shall not be responsible for losses resulting from refused or abandoned shipments,
  • all resulting costs, return fees, customs charges, storage fees, brokerage fees, disposal fees, and related expenses shall be borne by the customer,
  • refunds may be denied partially or entirely at Thaikila’s sole discretion,
  • original shipping fees and customs-related charges are non-refundable.

8. Unboxing & Claim Evidence Requirement

Customers are strongly encouraged to record a complete, continuous, and unedited video while opening their package immediately upon delivery.

For claims involving:

  • missing items,
  • incorrect items,
  • damaged products,
  • tampered packaging,
  • incomplete deliveries,
  • or shipment-related disputes,

Thaikila may request supporting evidence including:

  • a full unedited unboxing video,
  • photographs of the package,
  • shipping labels,
  • outer packaging condition,
  • and product condition evidence for investigation purposes.

To be considered valid for review, unboxing evidence should:

  • clearly show the unopened package before opening,
  • continuously capture the full unboxing process without cuts or edits,
  • clearly display shipping labels and package condition,
  • and accurately reflect the condition of the delivered order.

Edited, manipulated, incomplete, misleading, or inconsistent evidence may affect claim eligibility or investigation outcome.

Failure to provide sufficient supporting evidence may limit Thaikila’s ability to investigate or approve certain claims.

9. Evidence Integrity

Thaikila reserves the right to reject claims or disputes involving evidence that appears to be:

  • edited,
  • manipulated,
  • incomplete,
  • misleading,
  • inconsistent,
  • or otherwise unreliable.

This includes, but is not limited to:

  • altered screenshots,
  • edited videos,
  • cropped images omitting relevant details,
  • modified documents,
  • or conflicting claim information.

Additional verification or investigation may be required before claim resolution.

10. Claim Submission Deadline

Customers must report shipping issues, damaged items, missing products, incorrect items, or delivery-related concerns within:

  • 72 hours from the recorded delivery date for damaged, missing, incorrect, or tampered item claims; and
  • 7 calendar days for delivery-related concerns or courier issues.

Claims submitted beyond these timeframes may be denied due to inability to accurately verify the claim or investigate the shipment.

11. Chargebacks & Payment Disputes

If a customer initiates a chargeback or payment dispute, Thaikila reserves the right to submit all relevant evidence to the payment provider, financial institution, bank, or dispute resolution platform, including but not limited to:

  • shipment tracking records,
  • delivery confirmation,
  • courier investigation results,
  • customer communications,
  • customs notices,
  • proof of payment authorization,
  • IP address records,
  • fraud screening results,
  • identity verification records,
  • checkout agreement acknowledgements,
  • website policy acceptance records,
  • and other transaction-related evidence.

Customers acknowledge that filing false, abusive, or fraudulent disputes may violate payment platform policies and applicable laws.

12. Fraudulent or Abusive Claims

Thaikila reserves the right to investigate and take appropriate action regarding:

  • fraudulent chargebacks,
  • unauthorized transaction abuse,
  • repeated refund abuse,
  • intentional customs refusal,
  • false delivery claims,
  • manipulated evidence,
  • or abusive and bad-faith dispute activity.

Where permitted by applicable law, fraudulent or abusive claims may be reported to:

  • payment processors,
  • fraud prevention agencies,
  • financial institutions,
  • shipping providers,
  • or relevant authorities.

13. Non-Refundable Circumstances

Refunds may be refused in circumstances including, but not limited to:

  • refused shipments,
  • unpaid customs duties or taxes,
  • abandoned packages,
  • customs disposal or destruction,
  • customer refusal of delivery,
  • incorrect shipping information provided by the customer,
  • failed delivery attempts caused by customer non-response,
  • customs clearance delays,
  • courier operational delays,
  • or force majeure events.

14. Limitation of Liability

Thaikila shall not be held liable for:

  • indirect or consequential losses,
  • customs-related delays,
  • courier operational issues,
  • customs inspections,
  • import restrictions,
  • shipment confiscation by authorities,
  • government actions,
  • or losses arising from customer non-compliance with customs or delivery requirements.

To the maximum extent permitted by applicable law, Thaikila’s liability shall not exceed the original purchase amount paid for the order.

15. Policy Acceptance

By placing an order through our website, customers acknowledge that they have:

  • read,
  • understood,
  • and agreed to our:
    • Shipping Policy,
    • Customs & Import Tax Policy,
    • Return & Refund Policy,
    • Terms & Conditions,
    • and this Dispute & Chargeback Policy.

16. Contact Information

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

Customer Support
Email: customercare@thaikila.com
Website: Thaikila Official Website