1.Philippine consumer rights
Republic Act No. 7394 prohibits a blanket “No Return, No Exchange” policy where goods have hidden faults, defects, or do not conform to what was promised. Republic Act No. 11967 also provides online consumers with remedies when goods are defective, malfunctioning, lost without the consumer’s fault, or fail to conform to warranty.
Depending on the circumstances, an available remedy may be repair, replacement, refund, a proportionate price reduction, or another remedy provided by law.
2.Defective, damaged, lost, or incorrect products
Contact us promptly if an item arrives damaged, is materially different from its listing, is missing from the parcel, becomes defective under normal use, or was lost in delivery without your fault. Include the order number and, where available, clear photographs or video showing the issue and packaging.
A short reporting request does not extinguish rights that Philippine law gives you beyond that period. It helps us preserve courier evidence and resolve the matter faster.
3.Change-of-mind returns
Philippine law does not generally require a refund or exchange merely because a customer changed their mind when the product has no defect. We may voluntarily accept a change-of-mind return only when the product page, promotion, or order confirmation states a return window.
For a voluntary return, the product should be unused, complete, and in resalable condition with its original packaging, accessories, manuals, seals, and proof of purchase. The customer may be responsible for return shipping when the product is not defective.
4.Return conditions and exclusions
Subject to non-excludable consumer rights, a voluntary return may be declined for:
- damage caused by misuse, accidental impact, improper installation, unauthorized repair, or use outside published specifications;
- opened hygiene-sensitive goods, activated digital licenses, downloadable products, or consumables where the restriction was disclosed before purchase;
- missing serial numbers, accessories, packaging, or other components where those omissions prevent resale; or
- ordinary wear, cosmetic damage caused after delivery, or a preference change unrelated to product quality.
These exclusions do not apply when they would improperly restrict a statutory remedy for defective or non-conforming goods.
5.How to request a return
- Contact us before sending the product and provide your order number, item, requested remedy, and reason.
- Wait for return instructions and the correct return address. Unauthorised parcels may be delayed or misdirected.
- Pack the item securely. Include the accessories and proof of purchase requested for assessment.
- Keep the courier receipt and tracking number until the case is resolved.
If you bought while signed in, you can also use the Request a Refund button on the order in My Account once the order is marked Delivered. A request is reviewed before any refund is approved; submitting it does not by itself mean the refund has been granted.
6.Inspection and available remedies
We will inspect a returned product within a reasonable period and communicate the result. Assessment may include checking the serial number, testing the reported fault, reviewing packaging damage, or consulting the manufacturer or authorised service centre.
The appropriate remedy depends on the defect, product, warranty, availability of replacement stock, and applicable law. Where replacement or refund requires the original goods to be returned under RA 11967, the return will be arranged without cost to the online consumer.
7.How refunds are paid
Approved refunds are normally sent to the original payment method. We will initiate the refund within a reasonable period after approval, but banks, card issuers, e-wallets, and payment gateways may need additional processing time before the credit appears.
Original delivery charges and return shipping are included when required by law or when the return resulted from our error. For an accepted change-of-mind return, outbound or return delivery costs may be excluded from the refund if disclosed and legally permitted.
8.Cancellations, pre-orders, and disputed decisions
- Cancelling before shipping: an order can be cancelled from My Account only while it has not been shipped. A cancellation is final. If the order was paid online, the refund is issued by us after the cancellation, to the original payment method where supported.
- After shipping: an order that is on its way cannot be cancelled online. Once it is delivered, the return and refund rules on this page apply.
- Pre-order fee: a pre-order fee reserves stock for you and is non-refundable if you cancel the pre-order, change your mind, or do not pay the remaining balance by the date given. It is refunded in full if we cannot supply the product or cancel the pre-order ourselves, or where the law requires.
- Pre-orders with the price to be announced: any estimated price is an estimate only. A final price that differs from the estimate is not a ground for refunding the pre-order fee.
- Declined requests: if a refund request is declined, the reason is shown on the order and you may dispute the decision once, from the same order page, within 7 days. The decision after a dispute is our final decision under this policy.
- Loyalty points and vouchers: points earned on a refunded or cancelled order are taken back. Points spent on a voucher used for that order are returned to your balance and the voucher is closed.
The full terms are in Sections 4, 5, 7 and 19 of the Terms of Use. Nothing here limits a remedy you have under Philippine consumer law.
9.Contact and escalation
If we cannot resolve a consumer complaint directly, you may seek assistance from the Department of Trade and Industry or another competent Philippine authority.