Patakaran sa Refunds at Returns

Huling pag-update: 11 August 2025

Sa ECTRAVIN, nakatuon kami sa inyong buong kasiyahan. Malinaw na itinatakda ng patakarang ito ang aming mga pamamaraan para sa refunds, returns, product exchanges, at warranties, ayon sa consumer protection regulations ng Pilipinas.

1. Contact Information para sa Returns

Kumpanya: ECTRAVIN

Returns email: contact (at) ectravin.com

Telepono: +63 917 245 8963

Address: 456 BGC Central Plaza, Taguig City, Metro Manila, Philippines 1634

Business hours: Lunes - Biyernes, 09:00 - 18:00

2. Eligibility Periods at Conditions

General Period

30 calendar days

Mula sa petsa ng pagtanggap ng produkto o service contract para humingi ng full refund.

Product Exchange

45 calendar days

Para sa pagpapalit ng size, kulay, o ibang model ng parehong produkto.

Defective Products

90 calendar days

Para sa mga produktong may manufacturing defects o hindi gumagana ayon sa specifications.

Digital Services

7 calendar days

Para sa digital services na hindi pa completely na-download o na-utilize.

3. Conditions para sa Returns

Mandatory requirements:

Product condition:

  • Hindi pa ginagamit (except para sa basic testing)
  • Sa original packaging
  • May lahat ng original tags
  • Kasama ang lahat ng accessories
  • Manual at instructions included

Required documentation:

  • Original receipt o invoice
  • Order number
  • Completed return form
  • Buyer identification
  • Photos (kung applicable para sa defects)

4. Non-Returnable Products

Ang mga sumusunod na produkto ay HINDI pwedeng ibalik, except kapag may manufacturing defects:

  • Personalized o custom-made products
  • Personal hygiene products (cosmetics, perfumes)
  • Underwear at swimwear
  • Perishable products o may expiration date
  • Downloaded software o used digital codes
  • Gift cards o promotional vouchers
  • Clearance products (final sale)
  • Products damaged by misuse

5. Step-by-Step Return Process

1 Initial Request

Makipag-ugnayan sa aming returns department sa pamamagitan ng:

  • Email: contact (at) ectravin.com
  • Telepono: +63 917 245 8963
  • Online chat (office hours)

Response time: 24-48 oras

2 Evaluation

Susuriin ng aming team ang inyong request at magbibigay ng:

  • Return authorization number (RMA)
  • Shipping instructions
  • Prepaid shipping label (kung applicable)
  • Return form

3 Product Shipping

Ipadala ang produkto ayon sa instructions:

  • Secure at appropriate packaging
  • Isama ang lahat ng required documentation
  • Gamitin ang provided shipping label
  • I-save ang tracking number

4 Processing

Kapag natanggap na ang produkto:

  • Complete inspection (1-3 business days)
  • Approval status notification
  • Refund processing
  • Final confirmation via email

6. Refund Methods at Timelines

Original Payment Method Refund Method Processing Time Cost
Credit/Debit Card Same card 5-10 business days Walang bayad
GCash/PayMaya/GrabPay Same digital wallet 1-3 business days Walang bayad
Bank Transfer Same bank account 3-7 business days Walang bayad
Cash (sa store) Cash o store credit Immediate Walang bayad
Cash on Delivery Bank transfer 5-7 business days Walang bayad

7. Shipping Costs at Responsibility

Kami ang magbabayad ng cost kapag:

  • Defective product
  • Nagpadala kami ng wrong product
  • Product damaged upon arrival
  • Error sa product description
  • Purchases na higit sa ₱15,000

Customer ang magbabayad ng cost kapag:

  • Change of mind
  • Wrong order ng customer
  • Product doesn't meet expectations
  • Purchases na kulang sa ₱15,000
  • Promo o discounted products

8. Specific Warranties by Category

Electronics

Warranty: 12 buwan

Covers: Manufacturing defects, functionality issues

Hindi covered: Damage from misuse, liquids

Clothing at Footwear

Warranty: 6 na buwan

Covers: Sewing defects, materials

Hindi covered: Normal wear, poor care

Home at Furniture

Warranty: 24 na buwan

Covers: Structural defects, materials

Hindi covered: Normal wear, misuse

9. Dispute Resolution

Escalation process:

  1. Direct contact: Makipag-ugnayan sa aming customer service team
  2. Supervisor: Kung hindi satisfied, hilingin makausap ang supervisor
  3. Management: Escalation sa management level para sa complex cases
  4. DTI: Karapatan na mag-file ng complaint sa Department of Trade and Industry
  5. Mediation: Extrajudicial mediation process

DTI Contact:

Telepono: 751-3330 | Website: www.dti.gov.ph

10. Special Cases at Exceptions

Special considerations:

  • Seasonal products: Extended period hanggang end ng season
  • High-value products (₱150,000+): Case-by-case evaluation
  • Corporate purchases: Special terms ayon sa contract
  • Imported products: Extended time due to international logistics
  • Special offers: May specific conditions

11. Policy Updates

Maaaring ma-update ang policy na ito upang ipakita ang mga pagbabago sa products, services, o applicable laws.

Notification ng mga changes:

  • Minor changes: Publication sa website
  • Significant changes: Email notification
  • Terms changes: Notification 30 days before

12. Contact at Support

Returns Department:

  • Email: contact (at) ectravin.com
  • Direct phone: +63 917 245 8963
  • Viber: +63 917 245 8963
  • Online chat: Available sa website

Business hours:

  • Lunes - Biyernes: 09:00 - 18:00
  • Sabado: 10:00 - 14:00
  • Linggo: Sarado
  • Holidays: Special hours

Average response time: 24-48 oras para sa email inquiries, immediate para sa phone calls during office hours.

Legal Framework:

Ang policy na ito ay sumusunod sa Consumer Act ng Pilipinas at iba pang related regulations. Ang inyong mga rights bilang consumer ay protected ng batas independent sa mga terms sa policy na ito.