Cancellations & refunds
How cancellations, replacements and refunds work
Cancel before shipping
Any order can be cancelled before we ship it. Call +66 64 560 1013, email support@btcsonelight.com or message us with your order number and we will refund in full.
Damaged or missing items on arrival
Take photos or a video of the box and the product and tell us as soon as possible after delivery. After checking, we will replace the item, send the missing part or repair it under warranty.
How long refunds take
- Credit and debit cards: back to your card on your bank's schedule, usually 5–10 business days.
- PromptPay: Stripe emails you to collect your bank account number for the refund; you need to complete that email.
Changing your mind after delivery
Always contact us before sending anything back. Items must be uninstalled, unused and complete in their box. Return shipping is paid by the buyer.
International orders: seized, returned or refused parcels
Import rules and rules for fitting sirens or warning lights differ by country. Please check your country's rules before ordering.
- If customs in your country seizes or destroys the parcel because of local rules, we cannot refund the product or shipping cost.
- If the parcel comes back to Thailand because duties were not paid, it was not collected, or the address was wrong, we refund the product price once it is back with us in full condition, minus the actual outbound and return shipping.
- Import duties, VAT/GST and local fees are paid by the buyer and cannot be refunded by us.
- We declare the price you actually paid on the customs form. We do not under-declare.
Last updated 3 November 2026