Cancellation, Returns & Refund Policy

HisEyesOnly
Operated by Yutani Corporation (Thailand) Limited

1. General Policy

This Cancellation, Returns and Refund Policy applies to all purchases made through the HisEyesOnly online store, operated by Yutani Corporation (Thailand) Limited (“Company”, “we”, “our”, or “us”).

By placing an order through our website, customers agree to the terms set out in this policy.

Due to the intimate nature of the products sold, certain items are subject to strict hygiene requirements and may not be eligible for return or exchange once opened.

2. Order Cancellation

Orders may be cancelled within 12 hours of purchase, provided the order has not yet been processed, packed, or dispatched.

Once an order has been processed or shipped, it may no longer be cancelled and will fall under the return and exchange policy outlined below.

Cancellation requests must include the order number and purchaser details and must be submitted through our official customer service contact channels.

3. Returns (14-Day Return Period)

Customers may request a return within 14 calendar days from the date of delivery.

To be eligible for return, the following conditions must be met:

1. The product must be unused, unworn, and unwashed

2. The product must be in its original packaging

3. All tags, labels, and hygiene seals must remain intact

4. The item must be returned in the same condition in which it was received

The Company reserves the right to refuse any return that does not comply with these conditions.

4. Free Exchanges for Unopened Goods

HisEyesOnly offers free exchanges within 14 days of delivery for goods that remain unopened and sealed in their original packaging.

Eligible exchanges may be made for:

• A different size
• A different colour
• An alternative item of equal value

If the replacement product has a higher retail value, the customer will be required to pay the price difference.

Exchanges may be declined if the product packaging has been opened, damaged, or tampered with.

5. Hygiene Seal Policy

For hygiene and customer safety, all intimate apparel sold by HisEyesOnly is supplied with a protective hygiene seal or sealed packaging.

Customers must ensure that the hygiene seal remains intact if they wish to remain eligible for a return or exchange.

Products will not be eligible for return, refund, or exchange if:

• The hygiene seal has been removed, broken, or tampered with
• The protective packaging has been opened or damaged
• The product shows any signs of wear, washing, fragrance, deodorant, or bodily contact

Customers who wish to check sizing should try items over their own underwear while keeping the hygiene seal intact.

The Company reserves the right to refuse any return request where the hygiene seal has been compromised.

6. Faulty, Damaged, or Incorrect Items

If a customer receives a product that is:

• Damaged
• Defective
• Incorrect compared to the order placed

The customer must notify the Company within 48 hours of receiving the order.

Customers may be required to provide photographic evidence of the issue.

If the claim is verified, the Company will provide one of the following remedies:

• Replacement of the product
• Exchange for another item
• Full refund to the original payment method

7. Refund Processing

Once returned goods are received and inspected, approved refunds will be processed.

Refunds will be issued to the original payment method used during purchase.

Processing times may vary depending on the payment provider but typically take 5–10 business days after approval.

Shipping fees are non-refundable, unless the return is due to a fault or error by the Company.

8. Return Shipping

Customers are responsible for return shipping costs, unless the return is due to:

• A defective product
• An incorrect item shipped by the Company

Customers are strongly advised to use a tracked shipping service, as the Company cannot be responsible for items lost during return transit.

9. Sizing & Fit Disclaimer

HisEyesOnly provides size guides and product measurements to assist customers in selecting the most suitable size.

However, due to variations in body shape, garment design, and fabric elasticity, exact fit cannot be guaranteed.

Customers are responsible for reviewing the size chart and product descriptions carefully before purchasing.

Please note:

• Slight measurement variations of 1–3 cm may occur due to manufacturing tolerances
• Fit may vary depending on style, cut, and material composition
• Product colours may appear slightly different depending on screen display settings

Returns or exchanges due solely to incorrect size selection may only be accepted if the product remains unopened and in original condition with the hygiene seal intact.

Customers unsure about sizing are encouraged to contact customer support before placing an order.

10. Promotional & Sale Items Policy

Products purchased during sales, promotions, clearance events, or using promotional discounts may be subject to different return conditions.

Unless otherwise stated:

• Sale or discounted items are not eligible for refunds
• Sale items may be eligible for exchange only, provided they meet all return eligibility requirements
• Promotional items marked “Final Sale” are non-returnable and non-exchangeable

Free gifts or promotional items received as part of a purchase must also be returned if the related order is refunded.

11. Right to Refuse Returns

The Company reserves the right to refuse any return or exchange request if:

• The product has been opened or used
• The hygiene seal has been removed or damaged
• The product is returned outside the permitted return period
• The returned item does not match the original purchase

Items that do not meet the return conditions may be returned to the customer at their expense.

12. Governing Law

This policy and all purchases made through the HisEyesOnly online store are governed by the laws of the Kingdom of Thailand.

Any disputes arising from transactions with the Company shall be subject to the jurisdiction of the competent courts of Thailand.