Return and Refund Policy
Last updated: June 30, 2025
At SITONELE, we are committed to customer satisfaction. This policy establishes the terms and conditions for returns, refunds, and exchanges of products and services, in compliance with Republic Act No. 7394 - Consumer Act of the Philippines and other applicable Philippine laws.
1. Right of Return
For online purchases: In accordance with the Consumer Act of the Philippines, you have the right to return your purchase within 7 days from delivery of the product, without needing to justify your decision.
For other products: You may request returns within days after the purchase date, provided the conditions established in this policy are met.
2. Conditions for Returns
To exercise the right of return, products must meet the following conditions:
- Be in perfect condition, unused and undamaged
- Retain original packaging, labels, and accessories
- Include proof of purchase or sales receipt
- Have not been altered or modified in any way
3. Products Excluded from Return Rights
In accordance with Philippine regulations, the following products do not qualify for returns:
- Personal hygiene products and cosmetics that have been opened
- Perishable food items and products with expiration dates
- Digital products that have been downloaded or activated
- Personalized or custom-made items according to customer specifications
- Clearance or final sale products
- Gift cards and promotional coupons
- Services that have already been provided or initiated with customer consent
4. Procedure for Requesting Returns
To initiate the return process, follow these steps:
Step 1: Initial contact
Contact us through:
- Email: hello (at) sitonele.com
- Phone: +63 916 573 2841
- Viber: +63 916 573 2841
Step 2: Required information
- Order number or sales receipt
- Complete contact information
- Description of reason for return
- Product photographs (if applicable)
Step 3: Evaluation and response
We will evaluate your request and respond within 3 business days with instructions to proceed.
5. Shipping and Return Costs
Customer-initiated returns:
- Return shipping costs are borne by the customer
- We will refund the product value, excluding original shipping costs
Defective products or order errors:
- We cover all shipping and return costs
- Full refund including original shipping costs
6. Refund Methods
Refunds will be processed through:
- Credit/debit card: Refund to the same payment method (5-10 business days)
- Bank transfer: To customer-designated account (3-5 business days)
- Cash: At our offices, by appointment
- Store credit: For future purchases (valid for 6 months)
7. Legal Warranty
In accordance with the Consumer Act of the Philippines, all our products come with:
- Fitness warranty: Products must be suitable for their intended use
- Safety warranty: Products must not present unreasonable risks to health or safety
- Information warranty: Products must correspond to the information provided
8. Defective or Non-Conforming Products
If you receive a defective product or one that does not correspond to your order:
- Contact us immediately
- Keep the product in its original condition
- Take photographs as evidence
- We will offer repair, replacement, or refund according to your preference
9. Exchanges
We accept exchanges for:
- Incorrect sizes (clothing and footwear)
- Different colors than desired
- Similar models of equal or greater value
Conditions: Same time period as returns and products in perfect condition.
10. Force Majeure
In cases of force majeure or fortuitous events that prevent compliance with this policy, we will communicate promptly to establish new deadlines and conditions.
11. Dispute Resolution
If you are not satisfied with our service, you may:
- Contact our customer service
- File a complaint with the Department of Trade and Industry (DTI)
- Use authorized mediation centers
- Exercise corresponding legal actions
12. Consumer Complaints
We provide our Consumer Complaint Desk in accordance with Philippine regulations.
You can access our complaint system on our website or request it at our offices. Complaints and claims will be addressed within a maximum of 30 calendar days.
13. Modification of This Policy
We reserve the right to modify this policy. Changes will be published on our website and take effect immediately. Purchases made before modification will be governed by the policy in effect at the time of transaction.
14. Contact
For inquiries about returns and refunds:
- Email: hello (at) sitonele.com
- Phone: +63 916 573 2841
- Address: Suite 2A, SM Megamall Building A, Ortigas Center, Mandaluyong City 1550, Philippines
- Business hours: Monday to Friday 9:00 AM to 6:00 PM