Refund, Return & Cancellation Policy

Last updated: 23rd April 2026

This Refund, Return & Cancellation Policy applies to all purchases made through the website operated by Shoreline Pattaya (Thailand) Co., Ltd.
By placing an order on our website, you confirm that you have read, understood, and agreed to the terms below.

1. Order Cancellation Policy

  • Cancellation Before Shipment Processing
    Orders may be cancelled only before shipment processing begins.
  • Cancellation After Shipment Processing / Shipment
    Once an order has been processed for shipment or dispatched, cancellation is no longer possible.
    This applies to all products without exception.

2. No Refund After Shipment

Once an order has been shipped, refunds will not be accepted for reasons including, but not limited to:

  • Change of mind
  • Personal preference
  • Pricing dissatisfaction
  • Order placed by mistake
  • Incorrect selection by the customer
  • Delay caused by the courier, customs, or logistics partner

This policy is strictly enforced in order to maintain product quality, authenticity, and fairness in transactions.

3. Valid Reasons for Return / Refund (Exception Cases Only)

Returns, replacements, or refunds will be considered only under the following verified circumstances:

  • The product is damaged during delivery
  • The product is defective
  • The wrong item was delivered

The product is damaged during delivery

4. Return / Refund Conditions

To be eligible for a return, replacement, or refund:

  • The issue must be reported within 48 hours of delivery
  • The product must be unused, unworn, and in original condition
  • Original packaging, tags, and accessories must be intact
  • Clear photo and/or video evidence must be provided
  • The customer must wait for our review and approval before returning any item

Requests submitted after 48 hours of delivery will not be accepted.

5. Non-Returnable / Non-Refundable Items

The following items are non-returnable and non-refundable, except in cases of verified defect, damage, or incorrect delivery:

  • Earrings or pierced jewellery (for hygiene reasons)
  • Promotional or clearance items
  • Customized, engraved, or specially ordered items, if applicable

6. Return Shipping

If a return is approved due to a defect, damage, or our confirmed error, the return shipping cost may be borne by us, subject to prior approval
For any other approved return, shipping costs must be borne by the customer.
Returned items must be sent using a trackable courier service
We are not responsible for returned parcels lost in transit without valid tracking.

7. Refund Processing

  • Approved refunds will be processed within 7–14 business days after inspection and approval of the returned item
  • Refunds will be issued only to the original payment method
  • Shipping charges, customs duties, taxes, and payment-related charges are non-refundable unless otherwise approved by the company
  • Refund timelines may vary depending on the payment gateway, issuing bank, or financial institution

8. Exchanges

Exchanges may be offered instead of refunds, subject to stock availability, only in cases of:

  • Defective products
  • Wrong item delivered
  • Approved damage claims

All exchange requests must comply with the conditions stated in this policy.

9. Payment Authorization / Chargeback / Unauthorized Transaction Policy

All card payments on our website are processed through a secure payment gateway with mandatory 3D Secure authentication (including OTP, banking app approval, or equivalent bank-level verification).
If a transaction has been successfully completed using 3D Secure authentication, it shall be considered authorized by the cardholder.

Accordingly:

  • Claims such as “I did not place this order”, “Unauthorized transaction”, or similar disputes will not automatically qualify for cancellation, refund, or reversal
  • Any dispute regarding alleged unauthorized card usage must be resolved directly between the cardholder and the issuing bank
  • Shoreline Pattaya (Thailand) Co., Ltd. shall not be held responsible for transactions that have been authenticated and approved by the cardholder’s bank
  • Orders successfully authenticated via 3D Secure may be processed, packed, and shipped in accordance with our operational timeline and company policies

By completing payment on our website, the customer acknowledges that:

  • payment has been made voluntarily through a secure system,
  • bank authentication has been completed,
  • and the transaction is treated as valid and authorized.

10. Shipping & Dispatch Reference

All orders are processed and dispatched within 10–12 working days after successful payment confirmation.

  • Working days exclude weekends and public holidays
  • Tracking details will be shared via email once the order has been dispatched
  • Delivery timelines after dispatch may vary depending on destination, courier service, and customs procedures

For complete details, customers should also refer to our Shipping & Delivery Policy.

11. Product Disclaimer

  • Product images are for reference only
  • Minor variations in color, finish, stone placement, or design may occur due to craftsmanship, lighting, and screen display differences
  • Zircon stones used in our products are decorative stones and are not diamonds
  • Genuine sterling silver may naturally develop a soft patina over time; this is a normal characteristic of silver

Such natural or visual variations shall not be treated as defects.

12. Contact Information

For inquiries related to cancellations, returns, or refunds, please contact:
Shoreline Pattaya (Thailand) Co., Ltd.
Address: 364/39-1, Bang Lamung, Bang Lamung District, Chonburi 20150, Thailand
Contact Number: +66 80 012 7999
Support: support@shoreline925.com
Website: shoreline925.com