Refund & Cancellation Policy

1. Overview

Mahanakorn Tapioca sells physical goods (tapioca starch, cassava products, organic fertilizer) on a business-to-business (B2B) basis. We do not provide services such as subscriptions or digital products.

Because our products are manufactured-to-order commodities, cancellation and refund rights are more limited than in a retail consumer context. We commit to resolving legitimate quality and delivery issues promptly and fairly.

All refund requests must be submitted in writing to tp.mahanakorn@gmail.com and will be processed within the timelines stated in this policy.

2. Order Cancellation

Cancellation terms depend on the stage of production at the time of request:

All cancellation requests must be submitted in writing (email). Telephone cancellations are not accepted. The Company will confirm receipt and the applicable fee within 2 business days.

3. Refund Eligibility — Product Defects

You are eligible for a refund or replacement if the products delivered are:

• Not as described — product delivered does not match the specifications confirmed in the Pro-forma Invoice or Sales Contract (e.g., wrong product grade, wrong packaging)
• Failed quality specification — key parameters (moisture content, starch content, viscosity, pH) are materially outside the agreed specification, evidenced by an independent lab report
• Contaminated — product contains foreign matter, pests, or prohibited substances, evidenced by inspection and lab analysis
• Short delivery — quantity received is verifiably less than invoiced (determined by independent weight certificate at destination port)
• Damaged before risk transfer — goods are damaged before risk passed to the Buyer (e.g., warehouse damage for EXW; damage before loading for FOB)

4. Non-Refundable Situations

The following situations are not eligible for refund:

• Damage occurring after risk has transferred to the Buyer (e.g., transit damage under FOB/CFR when arranged by Buyer)
• Defects caused by improper storage, handling, or processing by the Buyer or their logistics partners
• Products that have already been processed, blended, or incorporated into other goods
• Claims submitted outside the time limits specified in our Terms of Service (7 days for visible defects; 30 days for quality defects)
• Dissatisfaction with market price changes or demand fluctuations after order confirmation
• Minor variations within standard industry tolerance (±0.5% moisture, ±1% starch content) that do not constitute a material breach
• Custom/modified starch orders where a sample was approved by the Buyer before bulk production
• Freight, insurance, customs duty, and ancillary charges paid to third parties
• Bank transfer fees, currency conversion losses, or payment gateway charges

5. How to Submit a Quality Claim

To submit a valid quality or quantity claim:

1. Step 1 — Document the issue immediately upon receipt.
   Photograph all packages, seals, and any visible damage or discrepancy before moving goods. Note any issues on the carrier's delivery receipt.
2. Step 2 — Preserve a representative sample.
   Retain at least 2 kg of the affected product from each batch, sealed in original packaging, for independent analysis.
3. Step 3 — Submit written notice within the claim window.
   Email tp.mahanakorn@gmail.com with: order number, description of the issue, photographs, delivery receipt, and weight certificate (for quantity claims).
4. Step 4 — Obtain an independent laboratory analysis.
   For quality claims, provide an analysis report from an ISO/IEC 17025-accredited laboratory within 30 days of delivery. The Company reserves the right to nominate a joint inspector.
5. Step 5 — Resolution.
   Upon receipt of complete documentation, we will respond with our assessment within 10 business days and propose a remedy.

6. Refund Process and Methods

Upon approval of a valid claim, the Company will offer one of the following remedies at its election:

• Replacement shipment — a replacement quantity of conforming goods shipped at the Company's cost
• Credit note — a credit applied against the Buyer's next order (valid for 12 months)
• Partial monetary refund — proportional refund for the non-conforming portion of the order
• Full monetary refund — in cases of complete non-delivery or total non-conformance

Refund Methods: Monetary refunds are issued via the same payment method used for the original payment:

• Bank Wire Transfer (TT) — refund to the originating bank account within 5–10 business days of approval
• Online Payment (Omise / 2C2P / Ksher) — refund to the original card/account within 5–15 business days (subject to card network processing times)
• Letter of Credit — refund handled through the issuing bank in accordance with L/C terms

All refunds are made in the currency of the original payment. Bank charges, currency conversion costs, and payment gateway fees incurred during the original transaction are not included in the refund amount unless the claim arises from Company error.

7. Refund Timeline Summary

8. Dispute Resolution

If you are dissatisfied with our response to a refund claim, you may:

• Request escalation to senior management by emailing tp.mahanakorn@gmail.com with the subject line "ESCALATION — [Order Number]"
• Initiate dispute resolution as outlined in our Terms of Service — Section 11
• If payment was made via credit card or online payment gateway, contact your card issuer or payment provider to initiate a chargeback within their stated time limits — however, we encourage direct resolution first

9. Contact for Refund Inquiries