Refund policy
This Policy applies only to products purchased directly through www.potsandpans.in.th.
For products purchased through Shopee, Lazada, TikTok Shop, department stores, retail stores, or other authorized retailers or distributors, cancellations, returns and refunds will be subject to the policies of the relevant point of purchase, except where warranty rights or applicable law provide otherwise.
This Policy does not exclude or limit any consumer rights protected under Thai law.
1. Order Cancellation Before Shipment
If you wish to cancel an order, please contact the Company as soon as possible through our Customer Service channel and provide your order number.
The Company will use reasonable efforts to process your cancellation request if the order has not yet entered the preparation, packing, or handover-to-carrier stage.
If the order has already entered the shipping process, the Company may be unable to cancel it, and you may need to follow the return procedure after receiving the product.
Cancellation and refund arrangements in each case will depend on the order status, payment method, and the terms of the relevant service providers.
2. Change-of-Mind Returns
Unless otherwise required by law, the Company may accept a request to return a product due to a change of mind, or an exercise of your statutory right to terminate the purchase, within 7 days from the date the product is received, subject to the following conditions:
- The product has not been used;
- The product is in new condition and suitable for resale;
- The product and all accessories are complete;
- The packaging, manuals, labels, tags, and documents supplied with the product remain in appropriate condition;
- Proof of purchase from www.potsandpans.in.th is provided; and
- The product has not been damaged due to storage, use, or any act of the purchaser.
The Company reserves the right to inspect the condition of the returned product before approving a refund.
If the product shows signs of use or damage, or if accessories or components are missing to the extent that the product can no longer be resold, the Company may reject a change-of-mind return or may request reimbursement for any damages to the extent permitted by law.
Nothing in this section affects any statutory right of cancellation or other rights available to consumers under applicable law.
3. Products Not Eligible for Change-of-Mind Returns
To the extent permitted by law, the Company may refuse a change-of-mind return in the following cases:
- Products that have been used;
- Products with scratches, damage, stains, odors, or changes in condition resulting from the purchaser’s use;
- Products that have been modified, repaired, or altered without authorization;
- Products with missing components or accessories;
- Products sold as a set where the complete set is not returned;
- Free gifts or promotional items forming part of the purchase that are not returned in full; and
- Products that were clearly identified before purchase as not eligible for change-of-mind returns, where such condition is enforceable under applicable law.
However, the above exclusions will not be applied to deprive customers of their rights where a product is defective, incorrect, incomplete, or materially different from the description under which it was sold.
4. Defective, Damaged, Incorrect, or Incomplete Products
If you receive a product in any of the following circumstances:
- The product is broken or damaged during delivery;
- The wrong model, size, or item was delivered;
- The order is incomplete;
- The product is defective; or
- The product materially differs from the description shown in the order.
Such information is requested solely for verification purposes.
Please contact the Company as soon as possible after receiving the product so that we can investigate and resolve the matter promptly. Failure to notify the Company within a recommended period will not, by itself, deprive the consumer of any rights available under applicable law.
For verification purposes, the Company may request information such as:
- Order number;
- Photos or videos of the product;
- Photos of the packaging and shipping box;
- Shipping label;
- Details of the issue; and
- Product number, model, or Batch/Lot No., if applicable.
If, following verification, the Company determines that the issue arises from the product, order preparation, or delivery for which the Company is responsible, the Company will provide an appropriate remedy, which may include:
- Sending a replacement product;
- Sending missing products or accessories;
- Accepting a return and issuing a refund; or
- Providing a remedy under the applicable warranty terms.
The appropriate remedy will be determined based on the nature of the issue, the condition of the product, and the consumer’s rights under applicable law.
5. Damage Resulting from Use
The Company may refuse a return or replacement where damage results from:
- Improper use;
- Failure to follow manuals or warnings;
- Use with unsupported heat sources or appliances;
- Use at an inappropriate temperature or by an inappropriate method;
- Dropping, impact, or accidents occurring after receipt of the product;
- Modification or repair by an unauthorized person;
- Normal wear and tear; or
- Improper care or maintenance.
Each case will be considered based on its facts. This section does not exclude the Company’s liability where the product is defective and the Company is liable under applicable law.
6. How to Request a Return
To request an order cancellation or product return, please contact:
Customer Service
Email: cs@meyer-mtl.com
LINE: @meyercookware
Please provide:
- Name of purchaser;
- Order number;
- Product(s) you wish to return;
- Reason for the return; and
- Photos or supporting information where the product is damaged, defective, or incorrect.
Please wait for confirmation and return instructions from the Company before sending the product back so that the return can be properly identified and inspected.
Returning a product without sufficient information may delay the inspection and refund process.
7. Return Shipping Costs
Change-of-Mind Returns
Unless otherwise required by law, return shipping costs for a change-of-mind return may be the responsibility of the purchaser, subject to the method and conditions communicated by the Company before the return is processed.
Incorrect, Defective, or Damaged Products
If the Company verifies that the product is incorrect, defective, damaged during delivery, or affected by an error for which the Company is responsible, the Company will bear the cost of return or replacement in accordance with the method specified by the Company.
Where applicable law specifically prescribes the method or responsibility for return costs, such law will apply.
8. Inspection of Returned Products
Upon receiving a returned product, the Company may inspect:
- The product itself;
- The condition of the product;
- Accessories and components;
- Packaging;
- Serial / Batch / SKU numbers, if applicable;
- Proof of purchase; and
- The nature of any damage or defect.
The Company will notify you of the outcome of the review or request additional information if necessary.
If a change-of-mind return does not meet the applicable return conditions, the Company may refuse the refund and coordinate with you regarding the return of the product to you, to the extent permitted by law.
9. Refunds
Once a refund request has been approved, the Company will issue the refund through an appropriate channel and will generally attempt to refund the amount to the original payment method, unless this is not possible or another method is necessary.
The time required for the refunded amount to appear in your account may vary depending on:
- Payment method;
- Bank;
- Credit card issuer;
- Payment Gateway; and
- Procedures of the relevant service provider.
If a refund is made pursuant to a statutory right of cancellation, the Company will issue the refund within the period required by applicable law.
Subject to the conditions of the returned products, the refund will be the full amount paid, without deduction of any fees or charges.
10. Original Shipping Charges
For change-of-mind returns, the refund of the original shipping charge will be subject to applicable law and the conditions of the relevant order.
Where a product is defective, incorrect, incomplete, or affected by an issue attributable to the Company, the Company will not apply shipping charge conditions in a manner that results in the consumer receiving less than the amount or remedy required by law.
11. Products Purchased with Free Gifts, Promotions, or Discounts
If a returned product formed part of a promotion, bundle, or transaction that included a free gift, the purchaser may be required to return all relevant items received, including:
- The main product;
- Free gifts;
- Accessories; and
- Other products included in the promotional transaction.
If the product or free gift cannot be returned in full, the Company may calculate the refund taking into account the value of the benefits received, to the extent reasonable and permitted by law.
For partial returns from a bundle, the Company may recalculate the price of the remaining products based on the original promotional terms, provided that such terms were disclosed to the customer before purchase and are enforceable under applicable law.
12. Returns of Sets or Bundles
Products sold as a Set or Bundle must generally be returned as a complete set for change-of-mind returns.
However, if only certain items in the set are defective, damaged, or otherwise problematic, the Company may consider replacing only the affected item(s) or providing another appropriate remedy, and a return of the entire set may not be required in every case, to the extent permitted by law.
13. Product Exchanges
Where an exchange is approved, the Company will process the exchange subject to product availability and the nature of the issue.
If the original product is discontinued or out of stock, the Company may offer:
- An equivalent product;
- A refund; or
- Another remedy mutually agreed between you and the Company.
This does not affect any consumer rights under applicable law.
14. Product Warranty
This Return Policy is separate from the product warranty.
A product that is outside the return period but remains within its warranty period may still be eligible for rights or remedies under the applicable Warranty Policy.
Damage covered by warranty will be considered in accordance with the relevant warranty terms and applicable law.
15. Purchases from Other Channels
This Policy applies only to orders placed through www.potsandpans.in.th.
For products purchased through a Marketplace, retail store, department store, or distributor, please contact the point of purchase to request a return or refund in accordance with that channel’s policy.
For matters relating to the brand’s product warranty, you may contact the Company to inquire about warranty rights and procedures.
16. Consumer Rights Under Applicable Law
Nothing in this Policy is intended to exclude, reduce, or limit any consumer rights under Thai law that cannot lawfully be excluded or waived.
Where a consumer has a statutory right to cancel a contract, return a product, request an exchange, or receive a refund, such statutory right will prevail over any conflicting provision of this Policy.
17. Changes to This Policy
The Company may update this Policy from time to time to reflect changes in business operations, service processes, or applicable law.
The policy applicable to an order will be determined by the policy and statutory rights applicable at the time of the transaction, unless otherwise required by law.
18. Contact Us
If you have any questions regarding order cancellations, product returns, or refunds, please contact:
MYREX (THAILAND) CO., LTD.
888 Moo 5, 1st–2nd Floor, Srinakarin Road,
Samrong Nuea Subdistrict, Mueang Samut Prakan District,
Samut Prakan 10270, Thailand
Email: cs@meyer-mtl.com
Effective Date: ___________ 2026
Last Updated: ___________ 2026