Refund policy
Return & Refund Policy
Last Updated: October 1, 2025
Delivery Information
- Standard Delivery Time: 3-5 business days (excluding public holidays)
- Courier Service: Kerry Express
Non-Returnable Items
The following items cannot be returned or exchanged:
- Socks
- Art toys
- Accessory items (including cleaning products)
Return & Refund Conditions
Eligible Returns
Returns and refunds are accepted only in the following cases:
- Defective items: Products with manufacturing defects or damage
- Wrong items: Items that differ from what was ordered
Return Requirements
To be eligible for a return, items must:
- Be reported within 14 days of receiving the order
- Include proof of the defect or error (photos or video)
- Be in original condition with all tags and packaging intact
IMPORTANT NOTICE
In-Store Purchases:
Items purchased at our physical store can only be returned in-store. We cannot accept online returns for in-store purchases.
Online Purchases:
Items purchased online can be returned by mail or at our Hat Yai store.
Return Process
Step 1: Contact Us
Email us at: concept1xofficial@gmail.com
Include:
- Order number
- Item(s) you wish to return
- Reason for return
- Clear photos/video showing the defect or wrong item
Step 2: Await Approval
We will review your request within 24-48 hours and provide return instructions if approved.
Step 3: Ship the Item
Send the item to:
ConceptOne Store
160/23, 160/24 Saeng Sri Road
Hatyai, Songkhla 90110
Thailand
⚠️ Important: Items sent without prior approval will not be accepted.
Refund Information
Refund Method
- All refunds will be processed back to the original payment method used at checkout
- We do not offer refunds via alternative payment methods
Return Shipping Costs
- Defective or wrong items: Concept One covers return shipping costs
- All other cases: Customer is responsible for return shipping fees
Refund Timeline
- Processing time: 7 business days from receiving and inspecting the returned item
- Bank processing: Additional 3-5 business days (varies by bank)
- Total time: Approximately 10-12 business days
Refund Confirmation
You will receive an email confirmation once the refund has been processed.
If more than 14 business days have passed since approval, please contact us at concept1xofficial@gmail.com
EXCHANGES
You can exchange items at our Hat Yai store (for items not in the non-returnable category).
Exchange Options:
- Different size (subject to availability)
Contact us to check stock availability before visiting:
Phone: +66 81 968 0333
Email: concept1xofficial@gmail.com
CANCELLATION POLICY
Before Shipping:
You may cancel your order by contacting us immediately:
- Email: concept1xofficial@gmail.com
- Phone: +66 81 968 0333
After Shipping:
Once the item has been shipped, you cannot cancel the order. Please follow the return process instead.
Contact Us
For questions about returns, refunds, exchanges, or cancellations:
Phone: +66 81 968 0333
Email: concept1xofficial@gmail.com
Line: @conceptone
Store Address:
ConceptOne Store
160/23, 160/24 Saeng Sri Road
Hatyai, Songkhla 90110
Thailand
Store Hours:
Monday - Saturday: 9:00 AM - 7:00 PM
Sunday: 9:00 AM - 4:00 PM