RETURNS, REFUNDS AND EXCHANGES ARE SUBJECT TO THE FOLLOWING CONDITIONS:
1. Products eligible for returns, refunds or exchanges are those received with defects, deformity or damages only. Buyer's remorse or change of mind is not covered by Pinoy Xpress' Return or Refund Policy. Please be reminded that there are no existing laws that allow any consumers to return goods they purchased and ask for a refund simply because they have changed their minds.
NOTE: IF ITS A SALE ITEM NO RETURNING AND NOT ELIGIBLE FOR REFUND.
2. Items that are defective can be exchanged within 7 days upon receipt. Outside this timeline, the items could have already been exposed to factors beyond our control which could have contributed to the damage, deformity or defect. Also we require the customer's cooperation in returning the item first to the Return Center of either Ninja Van J&T Express or LBC, for us to check and determine if the item is really damaged.
- We assure that all our items gone through Quality Inspection and are securely packed to prevent any physical damaged. In the event that customers received damaged or deformed items, and this is beyond our control we will escalate the concern to our courier for proper investigation. We can only provide replacement once we found out that it was a fault with our courier.
3. Opened and used consumables are also non-refundable and non-returnable. While we understand that you realized that you no longer need the product, we will not be able to take these items back due to personal hygiene standards and merchant limitations. Give them another chance, you might learn to love them as much as they love you!
4. Personal and intimate items are non-refundable and non-returnable for the same reason that we will not be able to take these types of items back due to personal hygiene standards and merchant limitations.
5. In the unfortunate event where the customers have accidentally ordered the wrong size for the items they purchased, Pinoy Xpress may still replace the items with the correct size provided that the customer will agree to pay for the shipping fee for the replacement. The customer will also be the one to return the item to the Return Center of either Ninja Van J&T Express or LBC and he/she will shoulder the cost for returning an item.
If Pinoy Xpress committed the error in sending a wrong size or wrong item, the customer will not be charged for anything but we require cooperation in returning the item to the Return Center of either Ninja Van J&T Express or LBC.
Pinoy Xpress does not have it's own delivery service and Ninja Van, J&T Express or LBC will not send any of their employees to pick up your return item for us or for any other stores because that is not part of their scope of support and we cannot command them to do the same because they are not our employees.
6. Shipping fees are not eligible for refunds. If the buyer demands for a refund instead of a replacement for the damaged, deformed or defective item, only the product's worth will be refunded.
WHAT DO I DO IF I RECEIVED A DAMAGED, DEFORMED OR DEFECTIVE ITEM?
Please send us an email at support@pinoy-xpress.com within 7 days upon receipt of the item in question. Kindly attach pictures of the said item together with the pouch and waybill that came with your order. Give us a brief description of the issue and we will be more than willing to assist you.
In case you don't have an e-mail, please contact one of our Live Chat Representatives for assistance.
WHAT DO I DO IF I RECEIVED A WRONG ITEM OR A DIFFERENT PACKAGE?
This rarely happens but in the unlikely event that you have received the wrong item or package, please send us an email at support@pinoy-xpress.com and we will make things right immediately.
In case you don't have an e-mail, please contact one of our Live Chat Representatives for assistance.
WHAT DO I DO IF THE DELIVERY STAFF COLLECTED MORE THAN THE COLLECTIBLE AMOUNT OR HAS FAILED TO GIVE ME THE RIGHT CHANGE?
As much as Pinoy Xpress would love to help you in such scenarios, we have no control of the situation when you paid for the supposed to be collectible amount to the delivery staff. Also, the delivery staff is not a Pinoy Xpress Employee but rather an employee of either Ninja Van, JRT Express or LBC that handle deliveries for us.
Please check the collectible amount on the waybill attached to the pouch before making a payment and count your change before allowing the delivery staff to leave.
In the unlikely event that Pinoy Xpress committed an error in placing the correct collectible amount, which very rarely happens, Pinoy Xpress will be responsible and will refund the excess amount to the buyer.
FOR ANY QUESTIONS YOU MAY HAVE, PLEASE CONTACT US AT support@pinoy-xpress.com OR CONNECT TO ONE OF OUR LIVE CHAT REPRESENTATIVES.
