Refund policy

Last updated: 8 September 2026

TukTuk One Co., Ltd. (บริษัท ตุ๊กตุ๊กวัน จำกัด) ("the Company" or "we"), operator of the website www.kggoclub.com (the "Website") under the KG go and ShyOlive (Nitely) brands, values the satisfaction of every customer and has therefore established the following exchange, return and refund policy.

1. Statutory right to cancel (direct marketing)

Sales of products through this Website are direct marketing under the Direct Sales and Direct Marketing Act B.E. 2545 (2002). You therefore have the following statutory rights, which are in addition to the commercial terms in clause 3 and are not limited by them:

You may cancel the contract by written notice (including email) within 7 days from the date you receive the products, without having to give a reason.
Once you have cancelled the contract, you must keep the products in reasonable condition and return them within 21 days from the date of cancellation.
We will refund the full amount within 15 days from the date we receive your cancellation notice.
This right does not apply to products exempted by law, such as products made specifically to your order.

If you wish to exercise this right, please send a cancellation notice by email to team@tuktukone.com stating your order number.

The remainder of this policy sets out additional commercial terms provided by the Company to cover defective products, wrong items, change of mind and the satisfaction guarantee, without affecting the statutory rights above.

2. Period for requesting an exchange or return

Customers should notify the Company of an exchange or return request within 7 days from the date of receiving the products, based on the date shown in the courier's parcel tracking system.

For notifications made after that period, the Company reserves the right not to accept exchanges or returns under the commercial terms in this policy. This does not affect your legal rights in the case of defects that could not have been discovered at the time of delivery under the Civil and Commercial Code and the Liability for Damages Arising from Unsafe Products Act B.E. 2551 (2008).

Once the Company has approved your request, please send the products back promptly, within 7 days from the date of approval. If you have a necessary reason that prevents you from returning them in time, please inform our staff to request an extension.

3. Cases in which the Company accepts exchanges or returns

3.1 Errors by the Company or the courier (the Company covers all costs)

Products that are defective, broken, leaking or damaged in transit
Products received do not match the order (wrong item, wrong flavour, wrong size, wrong quantity)
Products missing from the order
Products that have expired, or have less than 3 months of shelf life remaining on the date the customer receives them
Inner packaging damaged, seal broken, or signs of having been opened before reaching the customer
A foreign object, mould, or abnormal smell, colour or product characteristics found when first opened for use — notify the Company with photos as soon as it is found

Evidence to attach: a photo of the outer parcel box, a photo of the shipping label, clear photos of the affected product, and a photo of all products received together. The Company strongly recommends that customers record a continuous, unedited video while unpacking the parcel, to speed up assessment.

3.2 Change of mind (the customer covers shipping costs)

The Company is happy to accept returns of products where the customer has changed their mind, within 7 days from the date of receiving the products, provided the products meet all of the following conditions:

The product must not have been unsealed, opened or used before
It is in its original packaging, complete with every piece, including boxes, sachets, labels and free gifts (if any)
The packaging is not torn or creased, and has no writing or added stickers
It is in ready-for-sale condition, the same as when the Company shipped it
Complete proof of purchase is provided (order number or receipt)

If the product has been opened and you wish to return it, please see the satisfaction guarantee in clause 3.3 (for the specified products), or exercise the right to cancel the contract under clause 1, which has no seal condition.

3.3 Satisfaction guarantee: "Tried it and didn't like it? Get a refund"

The Company provides a satisfaction guarantee on every product ordered through the Website. If you try a product and feel that it is not right for you, you may return it and receive a refund even if the seal has been broken and part of the product has been used, subject to the following conditions:

Notify us within 7 days from the date of receiving the products, following the procedure in clause 6
The product must have no less than 90% of its contents remaining and be returned with its original packaging
Does not apply to free gifts, samples, trial products, or special-discount/clearance items
Limited to 1 time per customer, counted across all orders, recipient names, delivery addresses and payment methods linked to the same customer
The Company refunds the full product price actually paid; the customer is responsible for return shipping costs, and the Company does not refund the original outbound shipping fee
Applies only to products ordered through the website www.kggoclub.com

This guarantee is an additional commercial term that the Company offers voluntarily, and it does not affect the right to cancel the contract under clause 1, which you may always exercise, with no condition on the remaining quantity and no limit on the number of times.

4. Cases in which the Company reserves the right not to accept exchanges or returns under the commercial terms

The Company's products consist of foods and dietary supplements that are consumed, and sleep products that come into direct contact with the body. For the hygiene and safety of all customers, the Company cannot accept returns under the commercial terms in the following cases (this does not affect the rights under clause 1, clause 3.1 and clause 3.3):

Products that have been unsealed, opened, tasted or partly consumed, except in cases under clause 3.1 or clause 3.3
Products reported after the 7-day period from the date of receipt
Products returned without prior approval from the Company
For change-of-mind returns only: free gifts, samples, trial products, special-discount/clearance items, and products marked "no exchanges or returns for change of mind" on the product details page (these products can still be exchanged/returned if defective or wrongly shipped under clause 3.1)
Products damaged by the customer's own storage, such as exposure to heat, humidity or sunlight, or being dropped
Cases where the customer does not like the taste, smell, texture or colour of the product, which is not considered a product defect (unless the product is covered by the satisfaction guarantee in clause 3.3)
Cases where results do not meet the customer's expectations, because dietary supplements produce different results in different people, are not medicines, and have no effect in preventing or treating disease (unless the product is covered by the satisfaction guarantee in clause 3.3)
Products purchased through channels other than this Website (see clause 5)
Damage caused by force majeure, natural disasters or events beyond the Company's control

5. Products purchased from other channels

The Company accepts exchanges or returns only for products ordered through the website www.kggoclub.com.

Products purchased via Shopee, Lazada, TikTok Shop, LINE Shopping, department stores, retailers or distributors must be handled directly under the policy and timeframe of that channel. The Company cannot accept returns or give refunds across channels.

The Company is not responsible for products purchased from unauthorised sellers, products without proof of purchase, or parallel-imported products.

6. Procedure for requesting an exchange or return

Step	Details
1. Notify us	Contact the Company within 7 days via LINE Official Account @kggoclub or email team@tuktukone.com stating your order number, full name, phone number, reason and photo evidence
2. Await the outcome	Our staff will review your request and notify you of the outcome within 2 business days
3. Return shipment	If approved, pack the products securely together with a copy of your proof of purchase and send them back to the address provided by our staff within 7 days, and let us know the tracking number
4. Inspection of returned products	The Company inspects the condition of the products within 3 business days from the date the returned products are received
5. Processing	Shipment of a replacement product, or a refund under clause 8

Return address: TukTuk One Co., Ltd. (บริษัท ตุ๊กตุ๊กวัน จำกัด) (Returns Department) 20 Pradit Manutham Road, Plubpla, Wangthonglang, Bangkok 10310 Tel. +66 86 999 0990

The Company does not accept cash-on-delivery parcels for returns in any case.

7. Shipping costs for exchanges or returns

Situation	Shipping back to the Company	Shipping a replacement to the customer	Original shipping fee paid by the customer
Cancellation of contract under clause 1	The customer pays	–	Refunded in full
Defective / wrong / expired products (clause 3.1)	The Company pays	The Company pays	Refunded in full
Customer change of mind (clause 3.2)	The customer pays	The customer pays	Not refunded
Satisfaction guarantee (clause 3.3)	The customer pays	–	Not refunded

Where the customer changes their mind under clause 3.2 and the order received free shipping under a promotion, the Company reserves the right to deduct the actual shipping cost incurred from the refund amount. This does not apply to cancellation of the contract under clause 1, for which the Company must refund the full amount as required by law.

8. Refunds

Cancellation of contract under clause 1: the Company refunds the full amount within 15 days from the date it receives the cancellation notice.
Satisfaction guarantee under clause 3.3: the Company refunds the full product price actually paid, without refunding shipping fees, and the customer is responsible for return shipping costs.
Other cases: the Company will refund within 7–14 business days from the date the inspection of the returned products is completed, and in all cases no later than 20 business days from the date the Company receives the returned products.
Refunds are made only via the original payment method used by the customer.

Credit/debit card: refunded to the original card; the time it takes to appear on your statement depends on the billing cycle of the card-issuing bank (generally 15–45 days)
PromptPay (PromptPay QR): refunded to an account in the same name as the purchaser

Refund amount = the product price actually paid, less shipping costs only where the customer has changed their mind, under clause 7, and less the value of discounts or free gifts as set out in the next paragraph.
If an order used a discount, coupon or free gift subject to a minimum spend, and returning some of the items brings the remaining total below that condition, the Company reserves the right to deduct the value of the discount or free gift from the refund amount, or to request the return of the free gift.

9. Order cancellation

Customers may request to cancel an order before the Company ships the products from the warehouse, by notifying us through the Company's contact channels as soon as possible.
Once the products have been handed over to the courier, the order cannot be cancelled. Customers may exercise the right under clause 1 or follow the procedure in clause 6.
The Company reserves the right to cancel an order and refund the full amount if products are out of stock, the price or product details were displayed in obvious error, or an order with fraudulent characteristics is detected.

10. Lost products or parcels not delivered

If the parcel shows as successfully delivered but the customer has not received the products, please notify the Company within 7 days so that we can coordinate an investigation with the courier.
If a parcel is returned because the address is incorrect or incomplete, or the customer refuses to accept the products without reasonable cause, the customer is responsible for the cost of reshipping.

11. Product recalls and reporting adverse reactions

If the Company or the Thai Food and Drug Administration (Thai FDA) finds a quality or safety problem with any production lot, the Company will contact customers who received that lot directly by email, SMS or LINE, and post an announcement on the Company's website and social media channels.
Recalled products will be refunded in full, without the 7-day time limit and regardless of whether the seal has been opened. The Company covers all return shipping costs.
If you experience an adverse reaction after consuming or using a product, stop use immediately, consult a doctor or pharmacist, and report it to us at team@tuktukone.com or +66 86 999 0990 so that the Company can record and investigate it.

12. General

The Company will consider exchange or return requests in good faith and inform you of its reasons in writing. This does not deprive you of your right to dispute the decision, complain to the relevant authorities, or take legal action.
The Company reserves the right to refuse requests that appear to exercise rights in bad faith, or that involve abnormally frequent return requests, and will inform you of its reasons.
The Company may amend this policy by publishing the revised version on the Website, effective from the date of publication. The policy that applies to your order is the version in effect on the date you placed the order.
This policy does not deprive consumers of their rights under the Consumer Protection Act B.E. 2522 (1979), the Direct Sales and Direct Marketing Act B.E. 2545 (2002), the Unfair Contract Terms Act B.E. 2540 (1997) and the Liability for Damages Arising from Unsafe Products Act B.E. 2551 (2008).
This policy is issued in both Thai and English. In the event of any conflict between the two, the Thai version shall prevail.