Return policy
Philippines E-commerce Platform Return Policy
Effective Date: April 20, 2025
This Return Policy (hereinafter referred to as the “Policy”) applies to consumers purchasing products on [Platform Name] (hereinafter referred to as the “Platform”). This Policy outlines the rights and obligations of buyers during the return process, in compliance with the Philippines’ Consumer Act (Republic Act No. 7394) and other relevant laws.
1. Return Eligibility
Buyers may request a return under the following conditions:
Defective Products: The product is damaged, defective, or does not match the description upon delivery.
Incorrect Delivery: The received product does not match the order (e.g., wrong model, color, or size).
7-Day No-Reason Return: Per Philippine law, buyers may return non-customized products purchased online within 7 days of receipt without providing a reason.
Other Special Cases: As specified by the seller’s explicit return conditions on the product page.
Non-Returnable Cases:
Customized or personalized products (e.g., engraved items).
Perishable goods, intimate apparel, or hygiene products (unless defective).
Products damaged due to improper use or intentional harm by the buyer.
Return requests submitted beyond the allowable period.
2. Return Process
Buyers must follow these steps to request a return:
Submit Request:
Log into the Platform account and navigate to the “My Orders” page.
Select the order for return, click “Request Return,” and specify the reason for return.
Upload supporting evidence (e.g., photos of the product, packaging, or defects).
Platform Review:
The Platform will review the return request within 3 business days.
Additional verification may involve contacting the buyer or seller.
Return Shipping:
Upon approval, the buyer must ship the product back to the seller’s designated address.
The product must be in its original packaging, including all accessories, tags, and freebies.
Buyers must retain proof of return shipping.
Refund Processing:
After the seller receives and verifies the returned product, the Platform will initiate a refund within 5 business days.
Refunds will be issued via the original payment method (e.g., bank card, e-wallet).
3. Return Shipping Fees
Seller’s Responsibility: If the return is due to a defective product or incorrect delivery, the seller bears the return shipping costs.
Buyer’s Responsibility: For no-reason returns or returns due to personal reasons, the buyer bears the return shipping costs.
Disputed Cases: If there is a dispute over return responsibility, the Platform will mediate based on evidence.
4. Refund Policy
Full Refund: Applicable for unused products meeting return conditions, including the original product amount and initial shipping fees (if applicable).
Partial Refund: If the product shows minor signs of use but does not affect resale, the Platform may offer a partial refund at its discretion.
No Refund: If the product is significantly damaged or missing accessories, the Platform reserves the right to deny a refund.
5. Time Limits
Request Deadline: Buyers must submit a return request within 7 days of receiving the product. Late requests may be rejected.
Return Shipping Deadline: After approval, buyers must ship the product back within 7 days, or the return may be invalidated.
Refund Processing Time: Refunds will be processed within 5 business days after the seller confirms receipt of the return.
6. Buyer and Seller Responsibilities
Buyer Responsibilities:
Provide truthful and accurate reasons for the return, along with supporting evidence.
Ensure the returned product meets Platform requirements (unused, in original packaging, etc.).
Bear return shipping costs for returns due to personal reasons.
Seller Responsibilities:
Provide clear and accurate product descriptions to avoid misleading consumers.
Respond promptly to return requests and cooperate with Platform reviews.
Bear return shipping costs for issues caused by product defects or errors.
7. Dispute Resolution
If a dispute arises between the buyer and seller regarding a return, the buyer may file a complaint through Platform customer service.
The Platform will mediate based on this Policy and applicable Philippine laws.
If unresolved through the Platform, parties may escalate the matter to Philippine consumer protection agencies or legal channels.
8. Policy Amendments
The Platform reserves the right to amend this Policy at any time, with changes published on the Platform’s website or application.
Amended policies take effect upon publication and apply to all new orders.
Note: This Policy is governed by Philippine law. Matters not covered herein shall be subject to the Philippines’ Consumer Act and related regulations.