This policy explains how to cancel an order, request a return and obtain a refund, and what our systems actually do at each step, so that you know what to expect.
Seller and registered company
The website and online store operating under the CiNO Coffee brand are operated by the following legal entity.
- Registered company
- Extra International (Thailand) Co., Ltd.
- Taxpayer identification number
- 0125567004752
- Registered address
- 25/5 Moo 4, Bang Mae Nang Sub-district, Bang Yai District, Nonthaburi 11140, Thailand
- [email protected]
- Telephone
- 094-912-5511
- Trading name
- CiNO Coffee is a trading name of Extra International (Thailand) Co., Ltd. Your counterparty in any purchase is the legal entity named above.
The name and address shown above are the entity's registered particulars filed with the Department of Business Development. The English pages show the English-language form of the same entity.
The company is VAT-registered (Phor.Phor.20) under the taxpayer identification number shown above, which is also its juristic-person registration number. Retail prices displayed on this website are therefore inclusive of 7% VAT, and the company issues tax invoices in accordance with Revenue Department requirements. As regards electronic commercial registration, juristic persons are exempt under the Ministry of Commerce Notification on Commercial Activities Requiring Registration B.E. 2567, effective 5 June 2024, because a juristic person's particulars are already held in the Department of Business Development's business registry. Sales offered through this website constitute direct marketing under the Direct Sales and Direct Marketing Act B.E. 2545; your rights under that Act are set out in the Cancellation, Return and Refund Policy.
Overview
Cancelling an order and returning goods are requests submitted for review by our staff, not actions that take effect automatically. When you submit a request, the system records it together with your reason and the date and time, and our staff will contact you to take the matter forward.
Cancellation or acceptance of a return, and refunding of money, are two separate steps. An order being cancelled does not mean a refund follows automatically. A refund must be approved and carried out separately by our finance staff.
Cancelling an order
You may request cancellation of an order for as long as it has not yet been handed to the carrier, that is, while the order is still awaiting processing or being prepared.
Once an order has been handed to the carrier, the system will no longer accept a cancellation request. In that case, please use the return route described in section 3 instead.
A cancellation request must state a reason, and only one may be submitted per order. If you need to amend or withdraw a request, please contact our staff directly.
Returning goods
You may submit a return request once your order has been delivered, stating a reason. Only one return request may be submitted per order. On receiving your request, our staff will contact you to explain how to send the goods back and how the refund will be handled.
Sales offered through this website constitute direct marketing under the Direct Sales and Direct Marketing Act B.E. 2545. You therefore have the right to withdraw from the contract by returning the goods within 7 days of receiving them. That period is a statutory minimum, and any term that conflicts with or restricts this right has no effect.
- Change of mindYou may return the goods within the 7-day period above, provided they are in the same ordinary condition in which you received them, and you bear the cost of return shipping.
- Something wrong with the goodsAn off smell, damage, the wrong item sent, or goods that do not match how they were advertised — we accept the return in full and bear the return shipping ourselves, at no cost to you.
To help us assess a claim quickly, please photograph or film the condition of the goods and packaging as you open the parcel, and attach that to your request. This evidence is necessary for damage in transit or a wrong item sent, both of which are visible on receipt. For a quality problem you discover later, such as an off smell, simply describe the problem and our staff will investigate.
- Return address
- Extra International (Thailand) Co., Ltd.25/5 Moo 4, Bang Mae Nang Sub-district, Bang Yai District, Nonthaburi 11140, Thailand
Please contact us for instructions before sending anything back.
Refunds
Refunds are carried out by our finance staff. You cannot trigger a refund yourself through the website, but you can check the refund status of your order.
A refund can only be made against an order that has been paid for. Where an order has not been paid, for example a cash-on-delivery order cancelled before delivery, there is no refund because no payment was taken.
Refunds are calculated on the value of the goods being returned and are processed by whole order lines. The system does not support refunding part of the quantity within a single line.
Where the fault is ours — for example the wrong item was sent, the goods arrived damaged, or they do not match how they were advertised — we bear the shipping cost both ways and refund in full the amount you paid for that item, at no cost to you.
The system supports one refund per order. If part of an order has already been refunded, the remaining lines on that same order cannot be refunded later. If you wish to return several items, please tell our staff about all of them at once.
Whenever a refund is made we issue a credit note for the items refunded, with value added tax adjusted proportionally.
We do not operate store credit or an on-site wallet. Refunds are returned as money to the original payment channel or by bank transfer only.
Refund route by payment method
- Cash on deliveryWe refund by transfer to a bank account you nominate. Our staff will ask you for the account number and will confirm once the transfer has been made. The account number you provide is stored encrypted and is not displayed back to you.
- Card / PromptPayWe refund to the original payment method through the payment provider. You do not need to give us bank account details in that case. How long the money takes to appear on your account or statement depends on your card issuer or the provider concerned.
Processing times
| Case | Processing time |
|---|---|
| Goods returned — from the date we receive and check them | Within 15 working days |
| No goods returned, e.g. cancelled before dispatch — from approval date | Within 15 working days |
How long the money then takes to reach your account after we have processed the refund depends on your bank or payment provider and is outside our control.
Faulty, damaged or incorrect goods
If goods arrive faulty, damaged in transit or not as ordered, please contact us at [email protected] or on 094-912-5511 with your order number and photographs of the goods, so that we can investigate and put matters right promptly.
Your rights under consumer protection law are not limited by this policy.
How to submit a request
- With an accountSubmit a cancellation or return request from the order history page in your account.
- Without an accountSubmit a request from the order tracking page using your order number together with the email address or telephone number used to place the order.
- Reason requiredYou must state a reason with your request, up to a maximum of 500 characters.
If you need help, please contact [email protected] or 094-912-5511.