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For orders that are unavailable or delay in fulfillment, we will first ask if the customer is willing to wait for stock to be available or confirm if extended delivery date is acceptable. If not we will cancel the order and issue a 100% refund.
For miscalculated shipping costs, our Customer Care will contact the customer via phone call or email to check if they are willing to give additional amount for shipping. In case the customer refuses, the order will be cancelled and we will process the full refund. In the same way, if shipping is overpriced, we shall reimburse the excess to their bank account.
Regular and Custom Orders MAY be cancelled in case the customer made a mistake in placing their order. If item is not yet processed (ordered by our purchasing department), a Php 200 cancellation fee will be charged against you. On the other hand, an order that has been processed cannot be cancelled anymore.
|Reason||Time Line||Return Procedures|
|Damage due to transit||Within 3 days from the time of receipt of item||Send us an email at [email protected] within 3 days of receipt of item stating the reason for rejection.|
|Product is malfunctioning or is Dead on Arrival||Within 3 days from the time of receipt of item||Visit the product manufacturer’s website and notify them through the Customer Support that the items are faulty. Send us an email at [email protected] with a detailed description of the problem. Should the feedback from the manufacturer arrive, please provide a printed copy and send it back to us along with the defective product.|
|Wrong or incomplete item||Within 3 days from the time of receipt of item||Send us an email at [email protected] within 3 days of receipt of item. Include photos of the item/s and missing parts.|
|Not genuine or authentic||Within 3 days from the time of receipt of item||Send us an email at [email protected] within 3 days of receipt of item. Include photos of the item/s and explain why you think it’s not authentic.|
Please be reminded that the outlined terms should be followed strictly to avoid inconvenience. All products eligible for returns must be re-packed in its ORIGINAL, UNDAMAGED packaging, along with its proof of purchase (invoice) and certificates (warranty, certificate of authenticity). Cost of reshipping for domestic and international courier services should be borne by the Website. Loss or damage incurred during return shipment shall be the responsibility of the customers; thus oneAklan.com shall not be held liable for any claims as a result of these circumstances. Items should be shipped back to:
- Product Returns
- Selah Studio Jocyl’s 3rd Flr. Mabini St. ,
- Kalibo, Aklan, Philippines
We DO NOT allow returns or refunds for the following conditions:
- Products with missing Serial Number or UPC
- Products that have damaged packaging and/or document (invoice, certificates) missing.
In addition to the list of Restricted Items. We do not accept returns of the following items:
- CDs, DVDs, Blue Ray Discs, Software Discs, and Video games
- Prepaid game cards
- Contact lens and solutions
- Cholesterol monitors
- Diabetic/glucose monitors
- Some Shampoo
- Some Skin Care
Refund amounts are payable for the following valid and verified conditions:
- Full refund (product cost, shipping cost and duty) for products that are damaged due to transit.
- Full refund (product cost, shipping cost and duty) for products that are malfunctioning or are dead on arrival.
Please note that all returned items will be assessed by our quality team before considering it as a valid refund
For payments made via credit card, a refund will automatically be reversed and credited back into the credit card. This should reflect on the customer’s billing statement. Payments made via over-the-counter will be deposited in the customer’s preferred bank.
Please take note that we will not allow refunds for non-delivery of prohibited/restricted products that is impounded by the Philippine Customs. The complete list of restricted items is available in the Restricted Items section of the website.
Refund payment using LBC or Cebuana Lhuillier
Refund through LBC or Cebuana Lhuillier will require additional transaction fees. If you don’t want to pay the transaction fee, send us an email at [email protected] with your bank details where we can deposit the refund.
If the refund is verified and approved, only then that the customer can order for a replacement or exchange for the item that was bought. No refunds will be issued in exchange. oneAklan.com will shoulder product cost, shipping cost and duties in exchange or replacement items.