Returns, refunds and cancellation
Updated:
What Philippine consumer law gives you
Your rights after delivery come from the Consumer Act of the Philippines (Republic Act No. 7394) and the Internet Transactions Act of 2023 (Republic Act No. 11967), and they apply in full to every order placed here.
Under Section 20 of the Internet Transactions Act, if a product is defective, damaged or lost through no fault of yours, or does not match its warranty, you are entitled to a repair, a replacement, a refund or another remedy under the Consumer Act. When you choose a replacement or a refund, the seller takes back the original item at no cost to you.
Cancelling before shipping or at the door
Until the parcel ships, you can cancel free of charge: tell the operator or write to the email on the contact page with the mobile number on the order. You have paid nothing, so there is nothing to refund.
When the courier arrives, you can refuse the parcel without paying, whatever the reason. It goes back to the distributor.
If the item is damaged or not what you ordered
If the parcel is damaged or holds the wrong product, the simplest step is to refuse it at the door. If you notice the problem later:
Tell us right away
Write to the email on the contact page with the mobile number on the order, the date you received it, the product and a photo of the pack and its label.
Send the item back
Our reply tells you where and how to return it. For a faulty or wrong item, the return costs you nothing.
Get your replacement or refund
As you paid cash on delivery, the refund goes by bank transfer, e-wallet or another method agreed with you in writing, once the returned item reaches us.
Opened packs of capsules
Capsules are hygiene-sensitive products. Once the seal on a jar or box is broken after delivery, we cannot resell it, so an opened pack is taken back only when it is faulty or not what you ordered. Your rights for a defective product stay the same whether or not the pack is opened.
If you are not satisfied with our answer
You can file a consumer complaint with the Department of Trade and Industry (DTI), whose E-Commerce Bureau handles complaints about online purchases. The full route is described in our legal notice.