RETURN & REFUND POLICY

Return Policy

 

You have 7 days from the date of receiving the products to initiate a return.

 

How to Return

1.    To initiate a return process, contact us at hello@wearefriendfriend.com or LINE @wearefriendfriend and clearly state the reason for the return.

 

2.    The product must be in its original packaging, with labels intact and still attached, along with any included accessories or any free gift. The product must not be used and in its original condition, and the packaging must not have been opened, worn, washed, or damaged.

 

3.     Returns must be made exclusively through our carrier partner ‘KEX (Thailand only)’.

When picking up the return, KEX will scan the “return” barcode and handle the return shipment directly to us.

 

 Return Shipping Costs

1.     Customer responsibility: If you are not fully satisfied with the product for reasons unrelated to damage or defect (such as e.g. a change of mind, selecting the wrong size or style selection), You are solely responsible and must directly pay for any and all expenses and costs of returning the product, including shipping fees, import taxes, and duties imposed by State Agency (if any)

 

2.     FRIEND FRIEND responsibility: If the issue is due to an error on our part (e.g. a wrong or faulty product was sent), We will absorb all related costs of returning the products and we will arrange for product pickup and replacement.

 

In - Store Returns

Returns are also accepted at FRIEND FRIEND, Emporium, 3F (Bangkok) under the same conditions provided in ‘How to Return’.

 

Exchange Options

Once your claim has been reviewed and approved, you will be offered one of the following options:

·    A replacement of the same product (subject to availability); or

·   An exchange for another product of equal or higher value (any price difference covered by you).

 

Non-Returnable Items

Returns and exchanges are not accepted for: Food, Cosmetics, Books, Bath towels, Swimwear, Undergarments, and Discounted items.

 

We may update this policy from time to time to reflect changes in our services, legal requirements, or customer service practices. We appreciate your kind understanding and continued support.

 

 

 

Refund Policy

 

At FRIEND FRIEND, your satisfaction is our top priority. While we strive to ensure every product meets your expectations, we understand that there may be occasions where a refund or exchange is necessary. In such cases, your request for a product refund or exchange is welcome and will be handled according to the procedures outlined below:

 

If the product arrives damaged or faulty, or you are not fully satisfied with the product for reasons unrelated to damage or defect (such as a change of mind, selecting the wrong size or style), we are happy to assist you.

 

·     To initiate a refund process, please first contact us at hello@wearefriendfriend.com or LINE @wearefriendfriend and provide the reason for the return. The product can only be refunded within 7 days from the date of receipt of the product. You are solely responsible for any and all expenses and costs of returning the products, including shipping fees, import taxes, and duties imposed by State Agency (if any). For more information, please see Return Policy.

 

·     Once we receive the returned product in its original condition, together with all accessories including the packaging in perfect condition and any free gift, and the receipt or tax invoice.

 

·       Once your claim has been reviewed and approved, you will be offered one of the following options:

o    A replacement of the same product (subject to availability);

o   An exchange for another product of equal or higher value (with any price difference covered by you); or

o  A full refund within 15 days of receiving your returned product and its accessories (if any).

 

·        If the issue is due to an error on our part (e.g. a wrong or faulty product was sent), we will arrange for a pickup at no additional cost to you.

 

·        We will absorb all related costs of returning the products, including shipping fees, import taxes, and duties.

 

Refunds or sending the replacement, or exchanged product will be processed within 15 days of receiving the returned product together with all accessories including the packaging in perfect condition, any free gift, the receipt or tax invoice, and the payment of price difference (in case of exchange (if any)).

We may update this policy from time to time to reflect changes in our services, legal requirements, or customer service practices. We appreciate your kind understanding and continued support.