Return & Refund Policy

Free returns on damaged items

If your parcel arrives damaged, with a missing item, or with the wrong item, report it within 7 days after delivery. We fix it at no cost to you: a replacement or a refund.

What we cover

• Damaged or broken item, or an item that does not work.
• Missing item or missing part.
• Wrong item, size or color.
• A parcel marked delivered that you did not receive.
• Change of mind is not covered unless the seller's product page says so.

How to report

• Open your order (from your account or the link in your order email) and tap Report a problem on the parcel. Or go to Help and talk to customer service.
• Add clear photos of the item, the box and the waybill. An unboxing video helps a lot.
• Keep the item, box and waybill until your report is settled.

What happens next

• Customer service replies within 2 working days, in your Help page and by email.
• If we need the item back, we tell you how to send it, and the return shipping is free when the problem is ours or the seller's.
• Once approved: a replacement is shipped, or you get a refund.

Refunds

• Online payments: back to the payment method you used, or to your e-wallet or bank account if that is not possible.
• Cash on delivery: to your GCash, Maya or bank account, which we ask you for.
• Refunds are sent within 7 working days after approval. Shipping is refunded too when the whole order is affected.

Cancelling before it ships

You can cancel an order yourself until the seller has packed or shipped it. Online payments for a cancelled order are refunded.