RETURNS AND REFUNDS OR REPLACEMENT POLICIES

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:

  1. 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.
  2. 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.
  3. 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.

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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.

RETURNS AND REFUNDS

How do you return a product? An email/letter is mandatory. We will not process any returned item sent to us in advance of receiving the request for product return and refund.

Step 1: To return an item, please send us a email/letter at customercare@philcare.com.ph with the following:

  • contact information
  • the reason for product refund
  • the official receipt provided as proof of purchase

We will conduct an evaluation within two (2) business days to review your request. We will send you an email on the evaluation once completed together with detailed instructions.

Step 2: Please send the product back to PhilCare at 5th floor, iAcademy Building, 6764 Ayala Avenue, Makati City (Attention: Returns and Replacements).

Step 3: We will acknowledge through email once the returned item is received by us.

I have returned my item. Are there any handling fees? How soon will I receive my refund? Once we advise you that we will accept the returned product and we have received the product and found it eligible for return, allow us ten (10) working days to process your refund. All refunds will be deducted by the handling and shipping fee and will only be given in the form of a corporate check of PhilCare and shipped to your mailing address. The check payee will be the same as in the name of the person shown in the official receipt. We cannot issue the refund in cash even if the payment was made in cash or any other modes of payment.

How do I track status of my refund? 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 check by entering your tracking number at our delivery partner’s website.

RETURNS AND REPLACEMENT

How do you return a product? This email/letter is mandatory. We will not process any returned item sent to us in advance of receiving the request for product return and replacement.

Step 1: To return an item, please send us a email/letter at customercare@philcare.com.ph with the following:

  • contact information
  • the reason for product replacement
  • the product to replace it with
  • the official receipt provided as proof of purchase

We will conduct an evaluation within two (2) business days to review your request. We will send you an email on the evaluation once completed together with detailed instructions.

Step 2: Please send the product back to PhilCare at 5th floor, iAcademy Building, 6764 Ayala Avenue, Makati City (Attention: Returns and Replacements).

Step 3: We will acknowledge through email once the returned item is received by us.

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.

How do I know if replacement has been processed? You will receive an email notification stating that we are now processing the replacement for your order. You will also be given a new order number.

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. 

CANCELLATION

How do I change or cancel my order? If you’ve just finished placing your order, please send us an email at customercare@philcare.com.ph and we’ll try to modify your order. If for some reason you wish to cancel your order and provided we haven’t shipped it yet, you may contact our customer service agents at (02) 802 7333 local 19224 during office hours or drop us an email at customercare@philcare.com.ph.

FEES

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 we will replace it with. 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, we will deduct the handling and shipping fees from the difference on the product price and determine whether an additional payment or refund will be made.

Do you charge shipping fees for replacement and refunds? Fees for shipping the replaced products or issued refund check back to the buyer will be care of the customer. For more details on the shipping fees, please see our Shipping and Delivery Procedures at www.philcare.com.ph/shippinganddelivery