Refund policy

Return and Refund Policy

Under Philippine law, there is no general "change of mind" cooling-off right for ordinary online retail purchases — that is a common misconception. What the law does guarantee is a right to replacement or refund when an item is defective, damaged, wrong, or not as described. Anything beyond that (e.g., accepting returns simply because a customer changed their mind) is a business policy choice, not a legal requirement — so the change-of-mind window below is a business decision for you to confirm, not a legal mandate.

2.1 Your rights for defective, damaged, wrong, or misdescribed items

If the item you receive is defective, damaged in transit, incorrect, or materially different from its description on the Site, you are entitled to a free replacement or a full refund, including original shipping costs, in line with the Consumer Act of the Philippines and the Internet Transactions Act. We will not refuse a valid claim on this basis, and we do not operate a "no return, no exchange" policy for such cases.

2.2 Change-of-mind returns (store policy)

As a matter of store policy — not a legal requirement — we accept change-of-mind returns within 7-14 days of delivery, provided that:

  • The item is unused, unopened, and in its original packaging with seals intact (for hygiene reasons, this applies especially to skin care and cosmetic products);
  • You have proof of purchase (order number or receipt); and
  • The item is not on the non-returnable list in Section 2.3.

2.3 Non-returnable items

For hygiene and safety reasons, the following are not eligible for change-of-mind return once opened or used, unless the item is defective:

  • Opened or used skin care, cosmetic, or personal care products
  • Items marked "final sale" or purchased during clearance promotions
  • [Add any other category specific to your catalog]

2.4 How to request a return or refund

  1. Message us on [Facebook/Instagram Messenger] or email [support email] within the applicable window, with your order number.
  2. Include clear photos or a short video of the item (and packaging, if damaged) showing the issue.
  3. We will review your request and respond within [2–3] business days with next steps.
  4. If approved, we will provide instructions for returning the item. In line with the Internet Transactions Act, where a replacement or refund remedy applies due to a defect, damage, or misdescription, you will not be charged for return shipping.

2.5 Refund method and timeline

Approved refunds will be issued to your original payment method through PayMongo within [14–30] days of us receiving and inspecting the returned item, or immediately upon approval for cases resolved without a physical return (e.g., proof of a damaged item you're instructed to dispose of).

2.6 Order cancellations

You may request to cancel an order before it has shipped by messaging us with your order number. Once an order has shipped, it is treated as a return under this Policy.