Complaints

ช่องทางร้องเรียน

If something has gone wrong, tell us. We would much rather fix it ourselves than have you go to a regulator, and this page tells you exactly what happens after you write to us, and how long each step takes.

How to complain

Channel	Detail
Email	info@azgrowshop.asia — put Complaint in the subject line
Telephone	+66 62 321 7355 — Monday to Friday, 09:00–17:00 (ICT)
Messaging	LINE, WhatsApp, Telegram, Facebook, Instagram
Post	AZ Grow Co., Ltd., 248 Moo 4, Rob Muang Subdistrict, Mueang Roi Et, Roi Et 45000

You can complain in Thai, English or Vietnamese. We answer in the language you write in.

What to include

• your order number, or the date and amount of the payment if you do not have one
• your name and the phone number or email we can reach you on
• what went wrong, in your own words — you do not need to be formal about it
• what you would like us to do: replace, repair, refund, or explain
• a photograph, if it is about a damaged, faulty or wrong item

If you cannot provide a photograph, say so. We do not refuse a complaint because there is no photograph.

What happens, and when

Step	Our deadline
We acknowledge your complaint and give it a reference number	Within 1 business day
We tell you who is handling it and what we are checking	Within 2 business days
We give you our answer, or a clear next step with a date	Within 7 business days
If we need longer — because we are waiting on a carrier or a manufacturer — we tell you why and give you a new date	Before the 7 business days run out, and then at least every 7 business days until it is closed
Where a refund is due	Within 15 days of your cancellation notice, as Section 36 of the Direct Sale and Direct Marketing Act B.E. 2545 requires
Where a replacement is due	Dispatched as soon as the item is in stock; if that will be more than 14 days, you may take a refund instead

We keep a written record of every complaint, what we decided and why, and we keep it for 5 years.

If you are not satisfied with our answer

Reply and say so, and ask for it to be reviewed. The complaint is escalated to the managing director, who comes back to you within 7 business days. That review is free and you do not lose any other right by asking for it.

Going outside the company

You can go to a regulator at any time — you do not have to exhaust our process first, and using ours does not delay or reduce your rights.

Office of the Consumer Protection Board (สำนักงานคณะกรรมการคุ้มครองผู้บริโภค — สคบ. / OCPB)
Hotline 1166 · https://www.ocpb.go.th
For the sale itself: refunds, cancellation, misleading descriptions, delivery failures, unfair terms.

Department of Agriculture (กรมวิชาการเกษตร)
Hotline 1174 · https://www.doa.go.th
For fertiliser and agricultural chemical products: quality, labelling, registration, or a product that does not perform as its label states.

Office of the Personal Data Protection Committee (สำนักงานคณะกรรมการคุ้มครองข้อมูลส่วนบุคคล — PDPC)
https://www.pdpc.or.th
For anything about how we handle your personal data — access, correction, deletion, or a complaint under Section 73(1) of the Personal Data Protection Act B.E. 2562.

Thai courts. Consumer cases can be brought under the Consumer Case Procedure Act B.E. 2551.

Your rights, in short

Full detail is in our Return and Refund Policy, Terms of Service and Privacy Policy.