Refund & withdrawal policy

Last updated: 5 October 2026

1. 14-day right of withdrawal

You have the right to withdraw from your purchase within 14 days without giving any reason. This applies to all customers, wherever you live. The 14 days start on the day you (or a person you name) receive the goods. If you ordered several items that are delivered separately, the period starts when you receive the last item.

2. How to withdraw

Send us a clear statement by e-mail to info@thaiherbhouse.com that you want to withdraw. Please include your name, order number and the items concerned. You can use the model withdrawal form below, but you do not have to. Send your statement before the 14 days have passed.

3. Sealed products and hygiene

Because of health protection and hygiene, the right of withdrawal does not apply to sealed products (for example cosmetics, oral care products, food supplements and herbal teas) if their seal or packaging has been opened after delivery. Products must be returned unused, unopened and in their original packaging. If you handle a product more than necessary to check its nature, we may deduct the resulting loss in value from the refund.

4. Returning the goods

Please contact us at info@thaiherbhouse.com before you send anything. We will give you the return address and instructions. Send the goods back without delay and within 14 days after you told us about your withdrawal. You bear the direct cost of returning the goods; as we ship from Thailand, international return shipping can be significant. We recommend a tracked service and keeping your proof of postage. For low-value items we may, at our choice, offer a refund without requiring the goods to be returned.

5. Refund

We refund all payments received from you, including standard delivery costs (but not extra costs if you chose a more expensive delivery than our cheapest standard option), without undue delay and at the latest within 14 days after we receive your withdrawal notice. We may wait with the refund until we have received the goods back or you have shown proof that you sent them. We refund to the payment method you used, at no cost to you.

If your order included a discount or discount code, we refund the amount you actually paid for the returned goods. If you return only part of an order, clause 4 of our Terms of Service (Discounts, promotions and discount codes) explains how discounts and free shipping are treated.

6. Damaged, defective or wrong items

If you receive a damaged, defective or wrong item, write to info@thaiherbhouse.com within 14 days of delivery with your order number and photos. We will send a replacement or refund you and pay the return shipping. Your statutory rights in case of defective goods (including the legal guarantee in the EU) are not affected by this policy.

7. Cancelling an order

If you want to cancel an order that has not been shipped yet, write to info@thaiherbhouse.com as soon as possible. If the order has not been dispatched yet, we will cancel it and refund you in full.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Icebrook Co., Ltd. (Thai Herb House), 99/47 Moo 13, Nong Prue, Bang Lamung, Chonburi 20150, Thailand, e-mail: info@thaiherbhouse.com

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*): ________________________

Ordered on (*) / received on (*): ________________ Order number: ________________

Name of consumer(s): ________________________

Address of consumer(s): ________________________

Signature of consumer(s) (only if this form is notified on paper): ________________

Date: ________________ (*) Delete as appropriate.