Poti’s goal is to ensure a seamless and efficient shopping experience. Please review our shipping policies, delivery times, and product warranty information below to ensure your satisfaction with every purchase.
Shipping Policy
Your order will be processed and shipped within 1-2 business days after payment confirmation. (Orders placed on public holidays may experience slight delays.)
We use Flash Express as our standard shipping provider. Under normal situation, your order will be dispatched within 24 hours. Please refer to the estimated delivery times below:
| Delivery Destination | Estimated Delivery Time |
| Bangkok & Metropolitan Area | 2 – 3 business days |
| Other Provinces | 4 – 5 business days |
| Remote areas may take an additional 1-2 business days. (Island, mountain and border provinces) Including the provinces of Yala, Pattani, Narathiwat) | 5-7 business days |
Notes:
1) Delivery times do not include order processing time.
2) Shipments to remote areas or during peak seasons may take longer than the estimated timeframe.
3) All orders are shipped via Flash Express from our distribution centre.
4) Please inspect your package upon receipt and record a video while unboxing for quality assurance purposes.
Cancel Policy
Customers can cancel their order within 1 hours after completing the payment at no cost and receive a full refund. After 1 hours, cancellations will not be possible.
Return Policy
Poti team appreciate all your spending through the brand and choosing quality products that are accepted both in Thailand and around the world. Therefore, in order to continue the trust that you have in the brand, the brand would like to present the following product return and exchange channels (Return policy applies only to online purchases at www.potinaturalcare.com)
For inquiries regarding shipping, returns, or exchanges, please contact our customer service team at contact.potinaturalcare@gmail.com or our contact form in our website.
Damaged or Defective Products
We stand by the quality of our products and packaging. If you receive a product that is damaged, defective, or incomplete due to manufacturing defects or shipping mishandling (not caused by customer’s actions), you may request a free replacement by submitting a claim.
Claim process
Send a video and photos of the damaged product to contact.potinaturalcare@gmail.com or via our Line Official Account: @potinaturalcare
Submit your claim within 7 business days from the date of receipt.
Once received, our team will review your request and process it within 7-14 business days after receiving the returned item.
Return & Exchange Conditions:
1) Products must be returned in their original packaging to ensure safe transportation.
2) If improper packaging results in damage during return shipping, we reserve the right to decline the return.
3) Only exchanges for the same product are allowed; product substitutions are not permitted.
4) Shipping fees, packaging costs, gift wrapping charges, and other service fees are non-refundable.
Damaged Packaging Upon Delivery
We ensure that all our products are securely packaged. However, minor damages to external packaging due to shipping are considered normal. If the outer packaging is severely damaged, torn, or compromised, and you suspect the product inside may be affected, we recommend:
Refusing the package upon delivery and notifying the shipping provider.
Incorrect Product Received
If you receive a product that does not match your order, please submit a return request in writing within 7 business days of receipt by emailing contact.potinaturalcare@gmail.com or via Line Official Account: @potinaturalcare.
Return & Exchange Process
Customers who wish to return products purchased via contact.potinaturalcare@gmail.com or via line official account id : @potinaturalcare, please comply with the product return conditions as follows:
Step 1 : Submit a Claim
Send an email contact.potinaturalcare@gmail.com or a message to us via Line Official Account: @potinaturalcare.
Attach a video and photos showing the issue.
Submit the claim within 7 business days of receiving the product.
Step 2: Claim Review
Our team will verify your request and respond within 1-3 business days.
We may schedule a pickup for the return or request additional documentation.
Step 3: Package the product securely to prevent damage during transit.
Sign the return confirmation upon handing the product to our logistics team.
Once the returned item reaches our warehouse, we will process a replacement immediately.
We reserve the right to reject returns that do not meet the conditions stated above.
All Poti products are shipped through high-quality logistics services within Thailand only.
For further inquiries, please contact our customer service team at contact.potinaturalcare@gmail.com