Return and refund policy

If your item arrives damaged, defective, broken, incorrect or incomplete, we will make it right — a free replacement sent to your address, or store credit, or your money back. You will never be asked to ship anything overseas.

If the item is exactly what you ordered and works as it should, we do not accept a return for a change of mind. Please read the product page carefully before you order, especially the size, the colour and the delivery route.

Everything below applies to every item we sell, whether it ships from within the Philippines or from abroad.

This policy is written to comply with the Consumer Act of the Philippines (Republic Act No. 7394) and the Internet Transactions Act of 2023 (Republic Act No. 11967), and with the Department of Trade and Industry’s long-standing rule that a seller may not operate a “No Return, No Exchange” policy.

You are entitled to receive goods that match their description and are fit to be used for their ordinary purpose. Where an item is not, you have a right to a remedy, and nothing written here removes it.

Where this policy and Philippine law disagree, the law wins. If any part of this page were ever held to be unenforceable, the rest of it still stands.

We will replace or refund an item in any of these cases:

• Damaged in transit — the item arrived cracked, torn, dented, crushed or leaking.
• Defective or broken — it does not switch on, does not work as described, or fails in normal use.
• Incorrect item — you received a different product, size, colour or variant from the one on your order.
• Incomplete or missing — parts, accessories or whole items listed on your order were not in the parcel.
• Materially different from its description — the item is not what the product page said it was.

So that there is no misunderstanding later, we do not accept returns, exchanges or refunds in these cases:

• Change of mind. You no longer want the item, you found it cheaper somewhere else, or you decided you did not need it after all.
• Wrong size or colour chosen by you. Please check the size guide and the variant you selected before paying. Screens also render colour differently, and a small variation from the photograph is not a defect.
• Buyer’s remorse on an item that arrived in good condition and works as described.
• Ordinary wear, misuse or accidental damage after delivery — including damage from dropping, water, unauthorised repair, or use outside the product’s stated purpose.
• Items opened or used past the point of inspection, where nothing was wrong with them.
• Minor cosmetic variation in handmade or natural materials, where the item still matches its description.

This exclusion applies only to items that are not faulty. It never overrides the section above: if something genuinely arrived damaged, defective or incorrect, it is covered, and telling us you also happen to dislike it does not change that.

To claim for an item that arrived damaged, incorrect, incomplete or broken, we need a continuous, unedited unboxing video. This is the single most important thing you can do to protect your claim, and we cannot accept a delivery-condition claim without it.

The video must:

• Start before the parcel is opened, showing the sealed package and the shipping label clearly enough to read the tracking number.
• Run without cuts from the first cut of the tape to the item fully unwrapped. A video that stops and restarts, or has been trimmed, cannot be accepted.
• Show the damage or the wrong item plainly, in good light.

Please also send clear photographs of the shipping label, the outer packaging, and the fault itself.

Send all of this within 7 days of delivery. After 7 days we can no longer establish that a parcel arrived in that condition rather than being damaged afterwards, and the courier will no longer accept a claim from us either.

Please keep the item and all of its packaging until your claim is settled. We may need one more photograph, and a discarded box can end a claim we would otherwise have paid.

An unboxing video cannot show a fault that has not happened yet. If an item works when it arrives and then fails in normal use, it is still covered — the unboxing video is not required, and the 7-day window above does not apply.

Tell us within 30 days of delivery and send photographs or a short video of the fault, along with your order number. We will assess it and, where the item is genuinely defective, replace or refund it on the same terms as everything else on this page.

Beyond 30 days, your warranty rights under the Consumer Act and the Civil Code still apply, and we will honour them. Write to us and we will deal with it properly.

Once a claim is approved you choose the remedy. You never send the item back. There is no return shipping to arrange, nothing to pay, and nothing to post abroad — the faulty item is yours to keep or dispose of unless we specifically ask otherwise.

• Free replacement. We dispatch a new unit directly to your address at no cost to you, including delivery. Where a replacement is out of stock we will say so rather than leave you waiting.
• Store credit. The full value of the item plus the delivery you paid, credited to your account and usable on anything in the shop.
• Refund. The full value of the item plus the delivery you paid, returned to the method you paid with.

Where only part of an order is affected, the remedy covers that part and the delivery attributable to it.

Couriers in the Philippines occasionally mark a parcel “Delivered” before it reaches you, or leave it with a neighbour, a guard or a building reception. Before opening a claim, please check with everyone at the address and with your building or subdivision security — the great majority of these are found within a day.

If it genuinely did not arrive, tell us within 7 days of the delivery scan. Because we are the shipper, the courier will deal with us and not with you, so we will file the investigation and obtain the certification on your behalf. We will ask you for a short written confirmation that you did not receive the parcel, and for the name of anyone at the address who may have accepted it.

Where the courier — J&T Express, Flash Express, PHLPost, or whoever carried it — issues a certification of non-delivery or loss, we replace or refund the order in full.

Where the courier produces proof of delivery to your address, such as a signature or a photograph, and no certification of non-delivery is issued, we are not able to refund the order for non-receipt. In that situation the loss occurred after delivery, and the right course is a report to the courier or to the authorities, which we will support with all the shipping records we hold.

For health, safety or legal reasons these cannot be returned or exchanged unless they arrive damaged, defective or incorrect — in which case everything above applies as normal:

• Underwear, swimwear, and anything worn next to the skin.
• Personal care, cosmetics and grooming items once opened.
• Perishable goods and anything with a short shelf life.
• Personalised or made-to-order items.
• Digital items and gift cards once issued.

Claims are handled through your account, so that everything stays on one thread:

• Open the order in your orders and use its message thread, or email support@fadxshop.com with your order number in the subject line.
• Attach the unboxing video and photographs described above.
• Tell us in a sentence what is wrong and which remedy you would prefer.

We acknowledge every claim within 2 working days and decide it within 7 working days of receiving your evidence. If we need longer — usually because we are waiting on a courier investigation — we will tell you why and how long.

Refunds go back to the method you paid with. If you paid by GCash, Maya, GrabPay or QR transfer, the money returns to the number or account it came from, so tell us if that has changed.

We release an approved refund within 3 working days. How long it then takes to appear is up to your bank or e-wallet, and is usually a few working days more. Store credit is applied to your account immediately and never expires.

You can cancel any order that has not yet been dispatched and we refund it in full, with no questions and no evidence required. Once a parcel is on its way it cannot be cancelled. Message us through the order as early as you can — overseas orders are handed to the supplier quickly.

Tell us, and a second person will look at the claim from the start. We would far rather settle something ourselves than have you take it further.

If we still cannot agree, you are entitled to bring the matter to the Department of Trade and Industry, which mediates consumer complaints free of charge, or to the DTI’s e-commerce channels established under the Internet Transactions Act. We will cooperate fully with any such process and provide the complete record of your order.

We may update this page. The version that applies to your order is the one published on the day you placed it, and we will not apply a change retroactively to your disadvantage. The date at the top tells you when it last changed.

The full terms of sale are in our terms of service, and delivery times and charges are on the shipping page.