Refunds and returns
Seven days from delivery to raise anything with us. The rule on returns is simple: the vial has to be untouched.
What we take back
Any vial whose rubber stopper and aluminium seal are both intact and unpierced. If the seal has been removed or the stopper has been punctured, the vial cannot be resold and we cannot accept it back.
What it costs you
Return postage is yours. Once the vial reaches us and we can see the seal is intact, the refund goes back to the payment method you used.
Broken or compromised
Different situation entirely. If a vial arrives cracked, leaking, or with a seal that has already been disturbed, we replace it. You do not return anything and you do not pay postage.
The detail
How long do I have?
Seven days from the day the parcel is delivered. Message us on WhatsApp or email hello@retabangkok.com with your order number inside that window and we will tell you where to send it.
How do I start a return?
Contact us first. Do not post anything back before we have replied, because a parcel that turns up unannounced cannot be matched to an order and cannot be refunded.
When do I get the money?
Within three working days of the vial reaching us, back to the original payment method.
I paid in crypto. What comes back?
The Thai baht value of your order at the time you placed it, not the amount of coin. Crypto moves, sometimes a lot, and refunding coin would mean one of us taking a loss on timing that has nothing to do with the product. The baht figure is the one on your order confirmation.
Something arrived broken. What do you need?
Photographs of the outer packaging and of the vial, taken before you unpack anything further, plus your order number. Send them on WhatsApp. We will send a replacement without asking you to return the damaged one.
My order never arrived.
Tell us and we will chase the courier. If the parcel is confirmed lost we replace the order at our cost.
Can I cancel before it ships?
Yes, if you catch us before the 3pm cut off. Message us straight away with your order number. Once a parcel is with the courier it has to run its course and become a return.
What is never refundable?
Opened vials, bacteriostatic water once the seal is broken, and anything raised more than seven days after delivery.