Return and Refund Policy

Please refer to the items that are not eligible for exchange or return below due to the Covid-19 virus situation.

This Return and Refund Policy is intended to provide customers (“Buyers”, “Users”, “Customers”, “You”) an enjoyable after-sales experience when shopping online at CLAWSET. We would like all customers and users to be confident that our policies and intentions are competitive in the market. This policy sets out the guidelines and standards for after-sales service related to CLAWSET and the store on the clawset.co website. Customers who wish to return products or use the related services, please read to accept and understand. CLAWSET has taken offers for after-sales service with two options: return for a refund and product replacement. This after-sales service is not permitted to be used by the customer for intentional profit. If CLAWSET finds or proves the customer’s conduct as described above, we have the right to cancel our rights and interests in receiving after-sales services, whether it is a refund or a replacement. It may also affect the reliability of customers in future transactions with us.

1. Conditions and reasons for return

Buyers may apply for refunds and/or return of goods only in the following situations. Please tell us the reason for the return that best matches your case.

“Unusable product” means an item that cannot be used as described by the seller.
“Damaged product” means the product that the customer notices damage when it reaches the customer and believes that it may be damaged along the way and/or the outer packaging is damaged.
“Expired” means products that have passed the warranty date or has expired.
“Missing product” means items that are missing equipment or the equipment is not complete according to the details stated on the website.
“Product not as described” means that the customer received an item that did not match the agreed specifications (such as the wrong size or color, etc.), or the delivered product appeared to differ materially from the description specified.
“Wrong product received” means the wrong product was received different from as ordered.
“Customer changes” means the Customer decides to return the product for reasons other than those stated above.

Unusable Product and Damaged Product

In the event that the product received is unusable: Expired products, incomplete products, damaged products, please contact our CLAWSET Customer Service representative with your order number. A picture of the damaged product and a description of the problem which have occurred within 7 days of receiving the product. Once our customer service confirms your request, we will send you a return address. Please wrap the package back according to the steps our customer service staff recommends and send it back to us within 7 days, you will be refunded the cost of transportation later.

*Returned items that have been changed, damaged, incomplete, or if the product is older than 7 days after the customer has received the product will not be able to request a return and refund.

Wrong Product

In the event that the customer receives the wrong product which does not match the details, please contact our customer service representatives with order information, order number, and pictures of the wrong product you received within 7 days after the customer received the product. When customer service responds to your request, we will send you the return address. Please wrap the package back according to the steps our customer service staff recommend and send it back to us within 7 days, you will be refunded the cost of transportation later. The product must be in its original condition. The packaging must not be opened or torn, the labels and tags are still intact, not subjected to use, washing, unless an accidental abnormality may occur. It depends on the information received or shown on the package.

*In the event that the customer returns the product but does not meet the return conditions, the product will be returned to the customer. and the customer must be responsible for the shipping cost. Returned products that are changed, damaged, incomplete, or in the event that the product is older than 7 days after the customer has received the product, the customer will not be able to request a return and refund.

Unsatisfactory Product

Every order on the CLAWSET website is backed by a 14-day satisfaction guarantee. If you are not satisfied with your order, please contact CLAWSET Customer Service with personal information, order number, pictures and reasons or problems found within 14 days after the customer receives the product. When customer service responds to your request, we will send you the return address. Please wrap the package back according to the steps our customer service staff recommends and send it back to us within 7 days. The product must be in its original condition. The packaging must not be opened or torn. All labels and tags are still intact, not subjected to use, washing, unless an accidental abnormality may occur. It depends on the information received or shown on the package.

*In this case, the customer responsible for the shipping cost is the customer, not CLAWSET. The product will be returned to the customer. and the customer must be responsible for the shipping cost. Returned merchandise that has been altered, damaged, not returned in full, or in the event that the product is older than 14 days after the customer has received the product, will not be able to request a return and refund.

Products that are not considered for exchange or return

CLAWSET reserves the right to accept returns for refund or exchange in the following cases:

Pet products cannot be exchanged or returned for money.
Sale items or free gifts cannot be exchanged or returned for money.
If you encounter any problems outside the scope of product quality problems such as damage caused by the use of the customer, such products will not be able to submit a claim for after-sales service.
Due to the COVID-19 situation, CLAWSET reserves the right to exchange and return clothing items and costumes of both people and pets that have been tried and worn in every case.

CLAWSET will review each buyer’s request on a case-by-case basis and will decide whether the customer’s request should be processed at the sole discretion of CLAWSET Customer Service.

2. Procedure for submitting a return/refund request

Customer may submit a return request by contacting CLAWSET Customer Service at [email protected]
with details, order information, order number and send pictures or documents showing the condition of the product to be returned.
After the Customer Service has accepted the return request, please wrap the package according to the customer service staff’s instructions.
Send the parcel to:

Summer Hub Building, Room 202, No. 1778 Sukhumvit Road,
Phra Khanong, Klongtoey, Bangkok 10110

Please send by EMS or registered services that can track the status of the parcel to be used as proof of refund. Please keep proof of parcel delivery. Once we receive your parcel, we will file a refund into the system as soon as possible. We will send you an email confirming your return and confirming that your after-sales service compensation is in the process of filing. You will receive a refund within 4 weeks after we receive the package. We will not proceed with the compensation process if the returned parcel has not been received as agreed.

3. Refund

Compensation after the return of goods

You will be compensated within 4 weeks after you return the product. However, there are cases where compensation may be faster or slower. This depends on the time we receive the parcel from you (5-10 business days), the time when we confirm the return and forward the compensation process (3-5 business days), and the time the bank takes to issue refunds to customers (5-10 business days).

CLAWSET offers two types of compensation after the return of goods for customers to decide for the convenience of each customer. Compensation is done by providing a coupon of cash for purchases on the clawset.co website, or compensation by crediting a refund to the customer’s credit card for payment.

Refund if parcel not received

The customer will be refunded if the order is 45 days from the date of delivery. Please contact CLAWSET customer services with proof, information, and order number. Our staff will follow up to go through the refund process. You can read more details on the page “Shipping Policy”.

Condition of the returned item

To avoid the hassle of returning, please make sure that the product including freebies such as accessories that come with that product must be returned in the condition received by the buyer at the time of delivery. We recommend that buyers take pictures of the product while receiving the product.

CLAWSET Customer Service

If you have any questions Customers can contact CLAWSET Customer Service on working days Monday – Friday from 09:30-18:30 (except public holidays) through the following channels:

Email : [email protected]
LINE : @clawsetbkk