RETURN POLICY

Terms & Conditions

By placing an order with AGENTLE, you agree to the following terms.

Product & Packaging

  • All products sold here are authentic AGENTLE products.
  • Packaging design, colour or materials may vary depending on availability.
  • Any change in packaging does not affect product quality, authenticity or warranty.

Orders & Delivery

  • Orders are processed after payment is confirmed, normally within 1-2 business days.
  • Orders within Thailand are shipped by EMS, free of charge on every order, with no minimum. For international orders, shipping is calculated at checkout from the weight of your order and its destination. Full details are on our Shipping & Delivery page.
  • Delivery timelines shown at checkout are carrier estimates counted from dispatch, and may vary due to logistics or external factors.
  • AGENTLE is not responsible for delays caused by courier services or customs authorities beyond our control.
  • International orders ship DDU. Import duties and taxes are set by the destination country and are payable by the recipient on delivery.

Product Care & Usage

  • Customers are responsible for proper product use and care.
  • Damage caused by misuse, improper handling or accidents is not covered.

Limitation of Liability

  • AGENTLE is not liable for indirect or consequential damages arising from product use.
  • Minor variations in colour, texture or material are natural characteristics of the materials and are not considered defects.

Changes to Terms

  • AGENTLE may modify these terms without prior notice.
  • Updated terms take effect once published on this website.

Order Cancellation

You may cancel an order, or change the delivery address, as long as the order has not yet been packed at our warehouse. Orders are passed to the warehouse shortly after payment is confirmed and normally leave within 1-2 business days, so please contact us as soon as possible by phone, email or LINE with your order number.

  • Once the order is being packed or has been packed, we can no longer cancel it or change the delivery address, even if the parcel has not left the warehouse yet. From that point the return terms below apply.
  • If we confirm the cancellation in time, we refund the full amount, including any shipping you paid, to the original payment method.
  • Refunds usually appear within 5-10 business days, depending on your bank or card issuer.
  • We may also cancel an order ourselves - for example if an item is out of stock, if a price or description was published in error, if payment is declined, or if we cannot ship to your address. If we cancel an order you have already paid for, we refund it in full.

Return Policy

AGENTLE provides a 15-day warranty from the date the parcel is delivered, covering manufacturing defects only.

Eligibility

Returns are accepted only where:

  • the product is defective or damaged on arrival;
  • you received an incorrect item; or
  • a manufacturing defect is confirmed by our team.

Return requests must be submitted within 15 days of delivery.

Conditions

  • Items must be unused, unworn and unaltered.
  • Items must be returned in original condition, with all packaging, accessories, tags and complimentary items complete and undamaged.
  • Proof of purchase is required.

AGENTLE may decline any return that does not meet these conditions.

Not Covered

  • Change of mind or personal preference
  • Size or colour selection
  • Normal wear and tear
  • Accidental damage, misuse, overloading or forced zippers
  • Improper storage or care, or exposure to moisture, heat, alcohol or chemicals
  • Any product that has been used, washed, altered, repaired or modified

How to Submit a Claim

  1. Contact us within 15 days of delivery.
  2. Send your order number, the delivery date, and clear photos or video showing the issue.
  3. Our team reviews the claim and confirms eligibility.
  4. Return instructions are provided once the claim is approved.

Return Shipping Costs

  • If the return is due to our error or a confirmed manufacturing defect, AGENTLE covers return shipping.
  • In all other cases, return shipping is the customer's responsibility.

Refunds & Replacements

  • Approved claims may be refunded or replaced, subject to availability.
  • All claims are subject to inspection and approval by AGENTLE. The resolution is determined by the confirmed defect and the condition of the returned product.
  • Refunds are processed after inspection, typically within 5-10 business days.

This policy does not affect any rights provided under applicable consumer protection laws.

If you have any questions, please contact our customer service team - we are here to help.