Refund policy

Return & Refund Policy

At Sachi Gems & Tools Co. Ltd., every product is inspected before shipping and covered against defects in material and workmanship. This policy explains how returns, exchanges, and refunds are handled.

Return Window

Return requests must be submitted within 7 calendar days of the date of delivery, as recorded by the carrier's tracking system. Requests submitted after this window will not be accepted under any circumstances, including for defect claims discovered after the window has closed. It is the buyer's responsibility to inspect and test the product promptly upon receipt.

How to Start a Return

All returns must be pre-approved. To start a return:

  1. Email sales@sachitools.com within the 7-day window with your order number, the reason for return, and clear photos or video of the issue (required for any defect or damage claim).
  2. Wait for our written confirmation and return authorization (RA) number before sending anything back.
  3. Products shipped to us without a prior return authorization will be refused and returned to the sender at the buyer's expense.

To qualify for a return, the product must be:

  • In its original, unused, and undamaged condition
  • In its original packaging, with all accessories, manuals, certificates, and documentation included
  • Accompanied by the original receipt or proof of purchase
  • Free of any calibration adjustment, disassembly, or modification made after delivery

Products that show signs of use beyond initial inspection/testing, misuse, use outside their intended function, or that are missing original packaging or accessories will not be accepted for return, refund, or credit, and will be shipped back to the buyer at the buyer's expense.

Precision & Calibrated Instruments — Dispute Clause

Refractometers, scales, diamond/moissanite testers, microscopes, and other measuring instruments are precision equipment, sensitive to handling, environment, and calibration procedure. The following governs any return request based on a claim that such an instrument is inaccurate, faulty, or "out of calibration":

  • A reported inaccuracy is not automatically treated as a manufacturing defect. Calibration drift can result from transport, altitude/temperature change, handling, improper zeroing, or use of non-standard reference samples, none of which are covered as a defect.
  • Before any return is authorized, the buyer must provide: (a) video of the reading being taken alongside a known reference standard, and (b) confirmation that our written calibration/zeroing procedure was followed. We reserve the right to request this evidence and to decline a return authorization until it is provided.
  • If the unit is returned and, on our inspection or testing against a certified reference standard, is found to be within the manufacturer's stated tolerance, the claim will be declined. The product will be returned to the buyer at their expense, and a re-shipping/handling fee will apply.
  • Our determination, based on testing against a certified reference standard, is final for the purposes of this policy.
  • Factory warranty terms vary by manufacturer and are passed through to the buyer as provided by the manufacturer; Sachi Gems & Tools does not extend additional warranty coverage beyond the manufacturer's terms unless stated in writing at time of sale.

Exceptions — Non-Returnable Items

The following are final sale and cannot be returned, refunded, or exchanged under any circumstances:

  • Perishable goods
  • Products damaged by battery leakage or improper battery use
  • Custom, personalized, or special-order products
  • Products made or sourced to order (non-stock items)
  • Hazardous materials, flammable liquids, or gases
  • Products purchased on Sale, Discount, clearance, or as part of any promotional Offer
  • Bulk/wholesale quantity orders, unless a defect affecting the entire batch is confirmed on inspection
  • Any item not in its original, resalable condition
  • Consumable, single-use, or tamper-evident testing products once opened or used, including but not limited to: Gold Testers (testing acid/solution and test stones), Refractive Index (R.I.) Liquid, polishing/lapping compounds, immersion fluids, and similar consumable reagents or supplies. These items cannot be resold once their seal is broken or the product has been used, and are non-returnable for hygiene, safety, and product-integrity reasons regardless of claimed defect, unless the container arrived sealed-broken or leaking on delivery and is reported with photos within 48 hours of delivery

Refunds

Once we receive and inspect your return, we will notify you by email whether the refund is approved or declined, generally within 5–7 business days of receipt. Approved refunds are issued to the original payment method only. Refund processing times by your bank or card issuer are outside our control.

A restocking fee of up to 15% of the item price applies to all approved returns that are not due to a confirmed defect or our error (e.g., change of mind, ordered wrong item), deducted from the refund. This does not apply to confirmed defective items covered under warranty.

Important:

  1. No returns, refunds, or exchanges will be processed for any request made after 7 days from the date of delivery. This is final.
  2. Returns are not accepted for items that have been used, calibrated, disassembled, damaged after delivery, or already designated non-returnable above.
  3. Outbound and return shipping costs, insurance, import duty, and taxes are the buyer's responsibility in all cases, including approved defect returns, unless we confirm otherwise in writing in advance.
  4. Original shipping and handling fees are non-refundable under any circumstances.
  5. We are not responsible for parcels returned, delayed, or lost due to an incorrect delivery address provided by the buyer, or failure to accept/collect a parcel from the carrier. No refund applies in these cases.
  6. Custom-made, personalized, or produced-to-order items cannot be returned except where a manufacturing defect is confirmed by us on inspection.
  7. Refunds are issued for the product value only; we reserve the right to issue a partial refund where packaging, accessories, or documentation are missing or damaged upon return.
  8. We reserve the right to refuse a return or refund on any order showing signs of fraud, abuse of this policy, or repeated return activity.
  9. Filing a payment dispute or chargeback without first contacting us for resolution may result in the order being reported and future orders being declined.

This policy is governed by the laws of Thailand. For any information or clarification, contact us before initiating a return:

Email: sales@sachitools.com Tel: +66 2 267 4627 WhatsApp / Line: +66 65 502 7720