Returns & Refunds Policy

At Thai E-Saan, we strive to ensure your order arrives in perfect condition.

Please read our policy carefully to understand your rights and our procedures for cancellations, returns, and refunds.

Order Cancellations

Before Dispatch

You may cancel your order free of charge before it is dispatched.

  • Orders placed can be cancelled before 12pm on the day of dispatch.
  • Cancellation requests must be made via email at patrick@thaiesaan.ie or WhatsApp at 086 333 7341.
  • A full refund will be issued to your original payment method within 5 business days.

Frozen & Chilled Products Policy

  • If delivery is delayed due to customer unavailability, we cannot offer refunds for defrosted or damaged chilled/frozen goods.
  • Do not refreeze defrosted items. Please refrigerate within 24 hours or as per manufacturer’s guidelines.

Returns Policy

Unwanted Items

You can return unwanted items within:

  • 14 days of receiving your order, and must return them within another 14 days after notifying us.
  • Items must be unused, unopened, and in original packaging.

Please note, we do not accept returns for:

  • Perishable items: chilled, frozen, or fresh produce.
  • Opened or damaged products.
  • Discounted or clearance items.
  • Items returned after 28 days of receipt.
  • Damaged or missing item claims made after 30 days.

Return postage is at your own cost, unless the item was sent in error or arrived damaged.

Return Address:
Thai E-Saan Market, Farrell St, Townparks, Kells, Co. Meath, A82 T856

Refunds

  • Refunds are only processed once returned items have been received and inspected.
  • It can take 5–8 working days for the refund to reflect on your bank/card.

Incorrect or Missing Items

Missing Items

  • Please first double-check your parcel contents.
  • Large orders (e.g. >20kg rice, frozen items) may arrive in separate deliveries.
  • Out-of-stock items are marked on your delivery note; you are only charged for the items shipped.
  • If an in-stock item is missing, email patrick@thaiesaan.ie within 72 hours, including:
    • Your order number
    • Missing items list
    • Photos of the open parcel, its contents, and packing slip.

Incorrect Items

  • Check if the incorrect item is a substitute for an out-of-stock product.
  • If not, email us immediately with a photo, and we will arrange a replacement or refund.
  • We may request the incorrect item to be returned (at our cost).

Damaged Items

  • Check if the item is genuinely unusable (e.g. broken, leaking, or smashed).
  • We cannot offer refunds for partially damaged items (e.g. dented cans).
  • Send photos and your order number to patrick@thaiesaan.ie within 48 hours of delivery for a resolution.

Returns Due to Delivery Issues

  • Ensure your address and Eircode are correct and someone is available to accept delivery.
  • If a parcel is returned due to:
    • Incorrect address
    • Failed delivery attempts (3 tries) without notification

You will be charged €8.00 for redelivery costs.

For any further questions, please don’t hesitate to contact our support team via patrick@thaiesaan.ie or WhatsApp 086 333 7341.