Cancellation, Exchange & Return Policy

Cancellation Policy

We truly appreciate your trust and continued support for our products and brand.

Please note that once an order has been confirmed and processed, it immediately enters our automated fulfillment system to ensure fast and accurate delivery. Because of this, we are unfortunately unable to cancel the order once it has been submitted and prepared for fulfillment.

If a cancellation request is made before the order has shipped, we will do our best to assist. Please note that in these cases, a 5% transaction fee will be deducted from the refund, as these fees are charged by the payment provider and cannot be recovered, regardless of whether the order is completed or canceled.

If there’s anything else we can help with—such as tracking updates, product guidance, or future purchase recommendations—our team is always here to assist.

Return, Exchange & Refund Policy – Terms and Responsibilities

Return, Exchange & Refund Process

  • The exchange or refund process can only be initiated once the customer has taken possession of the parcel and determines that they wish to exchange the item or request a refund.
  • Customers must contact contact@fairtex.com to formally begin the process.
  • Please review the terms, responsibilities, and potential costs associated with the return, exchange, and refund process below.

1. Return Eligibility

  • Items must be unused, unwashed, undamaged, and in their original sealed packaging with all tags attached.
  • Return or exchange requests must be made within 30 days of delivery.
  • For hygiene reasons, mouth guards and protective cups are non-returnable, even if unopened.

2. Exchange Process & Costs

  • Customers are responsible for any import taxes incurred when returning items to Thailand.
  • Customers are responsible for the shipping cost to receive the replacement item at their address.
  • Shipping the original item back to Thailand may incur import taxes.
  • Shipping the replacement item to your country may also incur additional import taxes.
  • In certain circumstances, these charges may be comparable to what was paid upon the initial delivery, due to international import regulations, including U.S. customs tariffs (where applicable).
  • Please note that Fairtex Equipment does not receive any portion of these charges; they are imposed solely by customs authorities.

3. Important Notes on Fees & Refunds

  • Return Duty and VAT: Any duty and VAT charged upon re-importation into Thailand is an estimated amount. Once we receive your returned parcel and complete customs clearance, we will notify you of the final confirmed amount before processing your refund.
  • Shipping Fees: The original shipping fee is non-refundable. Return duty and VAT charges are also non-refundable and depend on the declared customs value.
  • Restocking Fee: A 10% restocking fee will be deducted from the total refund amount.
  • Refunds will not be issued for shipments that are abandoned, destroyed, refused, or otherwise not cleared through customs due to non-payment of required import duties and taxes.
  • Once a shipment is abandoned or destroyed by customs or the courier, the order will be considered completed and no refund, replacement request, chargeback, or dispute request will be accepted.

4. Tracking and Responsibility

  • Fairtex Equipment is committed to providing transparent shipment tracking to all customers.
  • In rare cases where an item is marked as delivered but is reported missing by the customer, Fairtex Equipment will initiate an investigation with the shipping provider.
  • Investigations typically require 2–10 business days.
  • If the shipping provider confirms that the item has been delivered, Fairtex Equipment cannot be held responsible for the package.

5. Refund Processing

  • Once the returned item has arrived and successfully passed inspection at the Fairtex Equipment warehouse in Thailand, we will proceed with issuing your refund or shipping a replacement product as agreed.
  • Refunds will typically be processed within 2–3 business days after inspection.
  • Please note that your card-issuing bank may take up to 30 business days to reflect the refund.

Remarks

  • By returning your parcel, it is deemed that you have accepted all applicable terms and conditions.
  • The final decision regarding the handling of the case rests solely with Fairtex Equipment.
  • Any decision made by Fairtex Equipment is final and conclusive, constituting the completion of the process.
  • Orders purchased with discounts or promotional offers are strictly non-refundable under any circumstances.
  • Thank you for your attention, and please do not hesitate to contact our Customer Support team at: contact@fairtex.com if you require further assistance.