No Return and Exchange Policy | Thaikila

Effective Date: May 2026

Thank you for shopping with Thaikila.

Please read this No Return & Size Exchange Policy carefully before placing an order through our website.

By placing an order with Thaikila, you acknowledge and agree to this policy together with our:

This policy is designed to maintain:

product hygiene,
quality control,
operational efficiency,
fraud prevention,
and fair exchange procedures for customers worldwide.

1. No Return & No Refund Policy

Thaikila does not accept returns or provide refunds for completed purchases unless otherwise required under applicable consumer protection laws.

All sales are considered final.

Thaikila currently only offers size exchanges for eligible items, subject to:

product availability,
inspection,
operational feasibility,
customs compliance,
and approval under this policy.

Customers acknowledge and agree that:

refunds are not guaranteed,
returns for refund purposes are not accepted,
exchange eligibility remains subject to review and approval,
and all exchange requests must comply with this policy and related website policies.

2. Size Exchange Eligibility

Thaikila only accepts exchanges for size adjustments.

We do not offer exchanges or returns for:

change of mind,
style preference,
color preference,
product preference,
personal preference,
multiple exchange requests,
delayed deliveries outside our control,
customs-related delays,
carrier-related delays,
dissatisfaction unrelated to sizing,
or minor variations that do not materially affect product function or wearability.

All exchange requests remain subject to:

product inspection,
stock availability,
operational review,
customs compliance,
fraud screening,
and final approval by Thaikila.

Submitting an exchange request does not guarantee exchange approval.

3. Exchange Request Deadline

Exchange requests must be submitted within 7 calendar days from the recorded delivery date shown by the shipping carrier tracking system.

Requests submitted beyond this timeframe may not be eligible for exchange.

Thaikila reserves the right to deny requests submitted outside the applicable claim or exchange period due to limited ability to verify:

product condition,
shipment handling,
or claim accuracy.

4. Return Condition Requirements

To be eligible for a size exchange, returned items must be received in strictly original condition, including:

unworn,
unused,
unwashed,
unaltered,
free from stains,
free from odors,
free from perfume,
free from deodorant marks,
free from makeup marks,
with all original tags attached,
with hygiene protection intact,
and in original packaging condition.

For hygiene, quality control, and fraud prevention purposes, Thaikila reserves the right to reject exchange requests for items that do not fully comply with these conditions.

Items returned in unsuitable condition may be refused and returned to the customer at the customer’s expense.

5. 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:

incorrect items,
damaged products,
tampered packaging,
incomplete deliveries,
missing products,
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.

6. Non-Exchangeable Items

The following items are not eligible for exchange:

worn items,
washed items,
damaged items,
altered items,
intimate wear without hygiene protection,
items without original tags or packaging,
gift cards,
accessories,
or products returned in unsuitable condition.

Thaikila reserves the right to determine exchange eligibility and product condition at its sole discretion.

6A. Final Sale Items

All Final Sale items are strictly non-returnable, non-refundable, and non-exchangeable.

Products marked as:

Final Sale,
Sale,
Discounted,
Promotional,
Clearance,
Markdown,
Special Offer,
Limited Offer,
Archive Sale,
or similar sale classifications

are not eligible for:

returns,
refunds,
store credit,
or size exchanges.

Customers are responsible for reviewing:

product details,
sizing information,
product descriptions,
and purchase selections carefully before completing checkout.

7. Customer Shipping Responsibility

Customers requesting a size exchange are fully responsible for all shipping and customs-related costs associated with the exchange process, including:

return shipping to Indonesia,
export shipping fees,
import duties,
VAT/GST,
customs taxes,
brokerage fees,
advancement fees,
remote-area surcharges,
carrier adjustment fees,
replacement shipping fees,
re-delivery fees,
and any courier-imposed operational charges.

Thaikila is not responsible for:

return shipping costs,
customs-related charges,
courier operational fees,
import-related charges,
banking fees,
exchange-related shipping costs,
or shipping losses incurred during the exchange process.

Customers are strongly advised to use a fully trackable shipping service for return shipments.

Thaikila shall not be responsible for return shipments that are:

delayed,
lost,
held,
damaged,
abandoned,
refused,
or disposed of during transit.

8. Customs Duties & Import Charges on Returns

Customers are responsible for ensuring that returned shipments are:

declared appropriately,
shipped with accurate customs documentation,
and compliant with destination export and Indonesian import regulations.

If customs duties, taxes, brokerage fees, advancement fees, operational surcharges, customs processing fees, or import-related charges are imposed on returned shipments entering Indonesia, such charges shall remain the responsibility of the customer.

Thaikila reserves the right to:

reject,
refuse,
hold,
or deny returned shipments that incur unpaid customs charges or import-related fees.

9. Inspection & Exchange Approval

Returned items must first be received and inspected by Thaikila before any exchange request can be processed or approved.

Thaikila reserves the right to:

reject exchange requests,
refuse returned merchandise,
deny exchange eligibility,
cancel exchange processing,
or refuse replacement shipment processing

if returned items do not comply with this policy.

Inspection and approval timelines may vary depending on:

shipment arrival,
customs clearance,
operational conditions,
inventory verification,
and stock availability.

10. Replacement Shipment & Re-Shipping Charges

Once the returned item has been received, inspected, and approved by Thaikila, customers will receive a payment link covering:

replacement shipping costs,
export shipping fees,
import duties,
taxes,
brokerage fees,
advancement fees,
remote-area surcharges,
carrier adjustment fees,
customs-related charges,
and other applicable operational shipping costs associated with the replacement shipment.

Replacement items will only be processed and shipped after full payment for the replacement shipment has been completed.

All shipping fees, customs duties, taxes, customs charges, brokerage fees, carrier-related fees, and courier operational costs associated with the replacement shipment remain the sole responsibility of the customer.

11. Exchange Shipment Processing

Once a replacement shipment has been:

processed,
dispatched,
manifested,
handed over to the shipping carrier,
or entered customs clearance procedures,

the exchange shipment may no longer be cancellable.

Shipping fees, customs duties, taxes, brokerage fees, advancement fees, operational surcharges, remote-area surcharges, customs processing charges, and carrier-imposed charges may remain payable even if the replacement shipment is:

refused,
returned,
abandoned,
undeliverable,
not accepted by the customer,
or returned to origin (RTO).

Customers acknowledge and agree that customs authorities or shipping carriers may continue to assess import-related charges even if replacement shipments are cancelled, refused, or returned.

12. Refused Replacement Shipments

If a replacement shipment is:

refused,
abandoned,
undeliverable,
returned to origin (RTO),
affected by unpaid import charges,
or delayed due to customer non-response,

Thaikila shall not be responsible for:

replacement shipment loss,
customs penalties,
courier operational charges,
disposal fees,
storage fees,
failed exchange outcomes,
customs-related losses,
or operational disruptions arising from the failed shipment.

Additional shipping fees, customs charges, operational surcharges, carrier-imposed charges, and return-related costs arising from refused replacement shipments shall remain the responsibility of the customer.

13. Product Availability

Size exchanges are subject to stock availability at the time the returned item is received and approved.

Thaikila does not guarantee availability of:

replacement sizes,
styles,
colors,
collections,
or products.

If the requested replacement size is unavailable, Thaikila may offer alternative resolutions at its sole discretion, including:

store credit,
alternative product options,
delayed replacement processing,
or exchange refusal.

14. Non-Refundable Charges

The following charges are strictly non-refundable:

original shipping fees,
customs duties,
VAT/GST,
brokerage fees,
advancement fees,
customs processing charges,
remote-area surcharges,
carrier adjustment fees,
operational surcharges,
payment processing fees,
and other import-related charges.

15. Refused Returns & Abandoned Shipments

If a returned shipment:

is refused by customs,
contains unpaid customs charges,
is improperly declared,
exceeds the courier holding period,
violates shipping regulations,
or cannot be processed due to customer non-compliance,

the shipment may be:

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

Thaikila shall not be responsible for:

abandoned return shipments,
customs disposal,
courier disposal,
storage fees,
customs penalties,
shipment confiscation,
or losses arising from failed return procedures.

All resulting operational costs, customs-related charges, penalties, and shipping losses shall remain the responsibility of the customer.

16. Delivery Delays & Carrier Limitation

Thaikila is not responsible for delays arising from:

customs clearance procedures,
carrier operational disruptions,
weather conditions,
transportation limitations,
regional restrictions,
government actions,
sanctions,
force majeure events,
or circumstances beyond our reasonable control.

Exchange processing timelines and replacement delivery estimates are provided as guidelines only and do not constitute guaranteed delivery dates.

17. Fraud Prevention & Abuse Protection

Thaikila reserves the right to reject exchange requests involving:

suspicious activity,
repeated exchange abuse,
manipulated claims,
edited evidence,
worn merchandise,
fraudulent disputes,
policy abuse,
or violations of our website policies.

Fraudulent or abusive claims may be reported to:

payment processors,
fraud prevention agencies,
shipping providers,
financial institutions,
or relevant authorities where permitted by applicable law.

18. Final Assessment

Thaikila reserves the right to make the final decision regarding:

exchange eligibility,
product condition assessment,
operational feasibility,
stock availability,
customs compliance,
exchange approval,
replacement shipment processing,
and interpretation of this policy.

19. Policy Acceptance

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

read,
understood,
and agreed to this No Return & Size Exchange Policy,
our Shipping Policy,
Customs & Import Tax Policy,
Dispute & Chargeback Policy,
Terms & Conditions,
and other applicable website policies.

20. Contact Information

For size exchange inquiries, please contact:

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

No Return & Exchange Policy