B2B Returns, Claims & Refunds Policy

This B2B Returns, Claims & Refunds Policy (the “Policy”) applies to wholesale Products purchased from Sabai After Hours by registered resellers — whether businesses or individuals trading under their own name — for resale or legitimate commercial use. It forms part of the Reseller Terms.

This Policy controls specifically for order changes, cancellations, shortages, incorrect goods, defects, expiry, transit damage, physical returns, credits, replacements, and refunds. The Reseller Terms continue to control other commercial and resale matters. Nothing in this Policy excludes a right or remedy that cannot lawfully be excluded.

Contact Customer Service immediately, with the order number, if you need to change or cancel an order. We can consider a request only before the order is dispatched from Thailand or handed to a carrier.

After dispatch, an order cannot be cancelled. Refusing delivery is not a cancellation and may create additional shipping, storage, customs, return, or disposal charges, for which the Reseller is responsible where permitted by law.

Inspect each shipment promptly on delivery. Where local practice permits, note any visible carton damage, shortage, or tampering with the courier before accepting delivery, and obtain a delivery record.

Keep the Products, outer carton, shipping label, internal packaging, packing materials, and delivery documentation until the claim is resolved. Do not use, sell, alter, discard, or return affected units unless we provide written instructions, except where immediate action is reasonably necessary for safety or required by law.

A claim may be eligible for affected units that are:

• missing from the shipment or supplied in the wrong quantity;
• materially different from the confirmed order;
• the wrong Product;
• defective when delivered;
• expired on delivery without prior disclosure; or
• materially damaged in transit.

Packaging-only damage is eligible only where it materially affects Product integrity, safety, required information, or reasonable resale. A claim normally applies only to the affected units, not the entire shipment.

Unless mandatory law requires otherwise, we do not accept a return, exchange, credit, or refund because of:

• change of mind, over-ordering, slow-moving inventory, or an inability to resell;
• the preference, return, complaint, or purchasing decision of the Reseller’s customer;
• minor packaging variation, reasonable colour variation, or a manufacturer packaging update that does not materially affect the Product;
• customs or delivery delay alone;
• incorrect delivery information, unpaid duties, missing import approvals, or refusal to cooperate with customs or the carrier;
• damage or deterioration after delivery caused by mishandling, heat, humidity, contamination, repackaging, alteration, or improper storage; or
• an issue reported after the applicable deadline, where the delay materially prevents verification, carrier recovery, or mitigation.

Visible transit damage, tampering, shortages, and incorrect Products or quantities must be reported within forty-eight (48) hours after recorded delivery.

A defect or expiry issue that could not reasonably have been identified during delivery inspection must be reported within seven (7) calendar days after recorded delivery. A product-safety concern should be reported immediately, whenever discovered.

We may consider a late claim where required by law, or where the Reseller shows that timely reporting was not reasonably possible and the delay has not materially prejudiced verification or recovery.

Submit a claim to hello@sabaiafterhours.com or the claim channel identified in Customer Service. Include:

• the order number, delivery date, and the Reseller’s name (or trading name) and a contact person;
• the Product name, SKU or variant where available, batch or lot code, expiry date, and affected quantity;
• a clear description of the issue and when it was discovered;
• clear photographs or video of the affected Products, outer carton, shipping label, internal packaging, and the relevant damage or discrepancy; and
• any courier delivery record, customs notice, or other reasonably relevant evidence.

We may request reasonable additional information, inspection, video verification, or cooperation with the carrier or manufacturer. Failure to provide information reasonably necessary to verify a claim may delay or prevent approval.

Do not send Products back unless we give written instructions. Orders are shipped internationally and may be handed to a local courier for final delivery. International return shipping may cost more than the affected Products, so an approved claim normally does not require a physical return to Thailand.

Where appropriate and lawful, we may ask you to retain, quarantine, locally dispose of, donate, or destroy affected units and provide evidence. If a physical return is required by law or reasonably required for verification, we will provide written instructions and state who will arrange and pay for the approved method. An unauthorized return may be refused and may not be reimbursed.

We review claims in good faith using the order record, delivery status, evidence, Product characteristics, and available carrier or manufacturer information. We aim to provide an initial outcome within seven (7) calendar days after receiving the information reasonably required for review.

Where loss or damage may involve an international or local courier, the Reseller must cooperate with reasonable carrier requirements and deadlines. We may submit or assist with the claim, provide booking references, or authorize the Reseller to deal directly with the carrier. A carrier investigation does not by itself determine the contractual remedy owed under this Policy.

For an approved claim, we may provide one or more remedies proportionate to the affected units and circumstances:

• replacement with the next available shipment or another agreed shipment;
• store credit applied to a future order;
• a partial refund reflecting the affected quantity or reduced value;
• a full refund of the affected units; or
• assistance with a courier claim, or another mutually agreed solution.

Replacement or store credit will normally be offered first when practical. A refund may be used where replacement or credit is unavailable, disproportionate, unsuitable, or required by law. Shipping, duty, tax, or other consequential amounts are reimbursed only where expressly approved, required by law, or directly attributable to the Supplier’s breach.

An approved card refund is normally returned to the original payment method through the applicable payment provider. We will confirm when the refund is initiated. The provider or receiving bank may take approximately five to ten (5–10) business days to post it.

Where the original payment method cannot receive a refund, we may request verification and arrange a lawful alternative. Refunds are issued in the original transaction currency unless otherwise agreed; exchange-rate differences and third-party fees are outside our control unless applicable law provides otherwise.

A suspected safety, contamination, counterfeit, labelling, or regulatory issue must be reported immediately. Stop sale and isolate the affected units where reasonably necessary. We may provide hold, notification, return, disposal, withdrawal, or recall instructions, and the parties will cooperate with lawful regulator and manufacturer requirements.

Nothing in the ordinary claim deadlines limits a duty to report or address a genuine safety issue, recall, fraud, or right that cannot lawfully be time-limited.

We may reject fraudulent, altered, unsupported, or duplicate claims and may suspend an account for repeated claim abuse. A Reseller may not recover more than its actual eligible loss for the same affected units from the Supplier, a carrier, a payment provider, an insurer, or any other source.

We will not reject a legitimate claim merely because a carrier or payment provider is also investigating it; however, any amount already recovered may be taken into account to prevent duplicate payment.

We may update this Policy on a forward-looking basis. Each version displays its identifier and effective date. A revision does not replace the version snapshotted for an earlier order. Material changes may require renewed acknowledgment at checkout.

Submit claims or questions to hello@sabaiafterhours.com, and include the order number in the subject line. Customer Service information is available at sabaiafterhours.com/customer-service.