How to Request a Return
Start every return by contacting Customer Support through the email listed on the Contact Us page. Provide the order number, the item involved, and the reason for the request. Please wait for written authorization and packing or routing instructions before sending anything back; an unapproved shipment may not be identifiable or accepted where the law permits.
Return Window
A return request should be made within 30 calendar days from the recorded delivery date. When no carrier delivery scan exists, the period starts on the date the customer actually receives the goods. Rights that Philippine law does not allow a seller to limit remain unaffected.
Return Conditions
For a change-of-mind return, the product must remain unused, uninstalled, and suitable for resale, with its original packaging, labels, manuals, accessories, and purchase evidence. Pack the item securely and follow the authorization instructions. A defect or nonconformity claim will be assessed under applicable consumer protections rather than refused solely because packaging was opened for reasonable inspection.
Change-of-Mind Returns
Change-of-mind requests are considered during the stated Return Window when all Return Conditions are satisfied. The customer pays the authorized return transport and the original delivery charge is ordinarily not refunded, except when a different result is required by law or stated in the written authorization.
Incorrect Items
If the parcel contains a different item from the Order Confirmation, keep the product, packing materials, and label. Email Customer Support promptly, preferably within seven calendar days, with the order number and clear photographs. Once verified, an appropriate replacement or refund will be arranged without charging the customer for the error.
Damaged Items
For an item damaged on arrival, retain the item, carton, internal packing, and shipping label. Notify Customer Support promptly, preferably within seven calendar days after delivery, and attach the order number plus clear images of the damage and packaging. After review, we will provide an appropriate replacement, refund, or other remedy at no extra cost where the claim is confirmed. This reporting request does not remove non-waivable consumer rights.
Non-Returnable Items
Gift cards, personalized or made-to-order goods, and products expressly identified as Final Sale are not accepted for change of mind. Damage caused after delivery by misuse, unsuitable installation, or unauthorized alteration is also outside the change-of-mind policy. These exclusions do not remove remedies for goods that were incorrect, defective, damaged in transit, or otherwise protected by mandatory law.
Exchanges
Direct exchanges are not offered for a simple preference change. A customer may complete an eligible return and place a separate order for the preferred product. When a delivered item is confirmed as incorrect or damaged, Customer Support may instead arrange a replacement as the appropriate resolution.
Return Shipping
For a verified wrong item or delivery-damage claim, we will issue an approved return method or reimburse reasonable authorized transport. For an eligible change-of-mind return, the customer pays for a trackable return service. Unapproved express charges, third-party handling fees, and the original delivery fee are not reimbursed unless required by law.
Refund Processing
After an authorized return reaches the designated location, it is normally inspected within five business days. An approved refund is then sent to the original payment method within five to ten business days. The customer’s bank, card issuer, or payment provider controls any additional posting time.
Lost Parcels and Shipping Damage
If tracking stops beyond an indicated delivery window, a parcel is marked delivered but cannot be found, or the shipment arrives damaged, email Customer Support with the order number, tracking reference, packaging details, and available photographs. We will coordinate an investigation with the delivery provider. A confirmed loss or transit-damage case will receive an appropriate replacement, refund, or other remedy without an added resolution charge.