Return, Refund or Replacement, and Cancellation Procedures


This policy only applies to products purchased online. Other policies for returns and refunds may apply,depending on the method through which purchase and subsequent payment was made.

 

Our return policy allows for item return and refund or replacement of item less the handling fees incurred or to be incurred. Unless otherwise stated, the general requirements for returns are as follows:

 

·         It is within fourteen (14) days from the delivery date for items sold by PhilCare or within seven (7) days from the delivery date for items sold by Third Party Merchants. Otherwise, the product is not eligible for return and refund or replacement.

·         You have proof of purchase (order number, official receipt, delivery note, bank statement). Otherwise, the product is not eligible for return and refund or replacement.

·         The product must not have been used. It must be sealed, in new condition and returned in the original packaging. By this condition, it would also mean that the product has never been registered or attempted to be registered with PhilCare. It also means that all of the security information on the product are intact and without any attempt to reveal it. Otherwise, the product is not eligible for return and refund or replacement.

·          

Before returning an item, please check out our Returns & Refunds or Replacement and Cancellation Policies above to make sure your item is eligible for return.

 

Return and Refund Procedure

An email/letter is mandatory. PhilCare shall not process any returned item sent to us in advance of receiving the request for product return and refund.

 

1.    To return an item, please send PhilCare an email/letter at customercare@philcare.com.ph with the following details: contact information, the reason for product refund, the official receipt provided as proof of purchase

2.    PhilCare shall conduct an evaluation within two (2) business days to review the request and send the customer an email on the evaluation, together with detailed instructions.

3.    Send the product back to PhilCare at 5th floor, iAcademy Building, 6764 Ayala Avenue, Makati City (Attention: Returns and Replacements).

4.    PhilCare shall acknowledge through email once the returned item is received.

 

Return and Replacement Procedure

An email/letter is mandatory. PhilCare shall not process any returned item sent to us in advance of receiving the request for product return and replacement.

 

1.    To return an item, please send PhilCare an email/letter at customercare@philcare.com.ph with the following details: contact information, the reason for product replacement, the product to replace it with, the official receipt provided as proof of purchase

2.    PhilCare conduct an evaluation within two (2) business days to review the request. We will send the customer an email on the evaluation, together with detailed instructions.

3.    Send the product back to PhilCare at 5th floor, iAcademy Building, 6764 Ayala Avenue, Makati City (Attention: Returns and Replacements).

4.    PhilCare shall acknowledge through email once the returned item is received by us.

 

Cancellation Procedure

If the customer just finished placing his/her order, please send PhilCare an email at customercare@philcare.com.ph and we’ll try to modify your order. If for some reason the customer wishes to cancel his/her order and provided PhilCare has not shipped it yet, the customer may contact our customer service agents at (02) 802 7333 local 19224 or 19216 during office hours ( 8AM to 5PM) or drop us an email at customercare@philcare.com.ph.

 

Frequently Asked Questions

1.    How long does it take to replace my item? 

Once we advise you that we will accept the returned product and we have received the product and found it eligible for return, please expect to receive your replacement within the following time frame:

 

* Metro Manila: 1 – 5 working days

* Outside Metro Manila: 5 – 10 working days

 

If additional payment is required, we will wait for proof of payment from buyer prior to the start of replacement process.

 

2.    I have returned my item. Are there any handling fees? How soon will I receive my refund?

Once PhilCare advises you that it shall accept the returned product and that the procuct has been received and found it eligible for return, allow PhilCare 10 working days to process your refund. All refunds shall be deducted by the handling and shipping fee and shall only be given in the form of a corporate check of PhilCare and shipped to the customer’s mailing address. The check payee shall be the same as in the name of the person shown in the official receipt. PhilCare cannot issue the refund in cash even if the payment was made in cash or any other modes of payment.

 

3.    How do I track status of my refund?

Upon receiving a confirmation letter/email, you will be provided with a tracking number from PhilCare’s courier partners. You can track the location of your check by entering your tracking number at our delivery partner’s website.

 

4.    How long does it take to replace my item?

Once PhilCare advises you that we shall accept the returned product and that the product has been received and found it eligible for return, please expect to receive your replacement within the following time frame:

 

* Metro Manila: 1 – 5 working days

* Outside Metro Manila: 5 – 10 working days

 

If additional payment is required, PhilCare shall wait for proof of payment from buyer prior to the start of replacement process.

 

5.    How do I know if replacement has been processed?

You will receive an email notification stating that PhilCare is processing the replacement for your order. You will also be given a new order number.

 

6.    How do I track status of my replacement product?

Upon receiving a confirmation letter/email, you will be provided with a tracking number from our courier partners. You can track the location of your product replacement by entering your tracking number at our delivery partner’s website. 

 

7.    What are the fees that you charge?

Handling fee for refunds and replacement is P400.00 while shipping fees are based on the location of the delivery address.

 

For product replacement, the final amount to be paid may change depending on the amount of product that shall replace the original order. For products with higher value, additional payment must be made for the difference on the product price plus handling and shipping fees. For products with lesser value, PhilCare shall deduct the handling and shipping fees from the difference on the product price and determine whether an additional payment or refund will be made.

 

8.    Do you charge shipping fees for replacement and refunds?

Fees for shipping the replaced products or issued refund check back to the buyer shall be care of the customer. For more details on the shipping fees, please see our Shipping and Delivery Procedures.