Refund and Returns Policy

Overview

Smokeless Philippines is committed to providing quality products and a fair resolution process for legitimate product concerns. This Returns, Replacements, and Refunds Policy is adopted in accordance with:

  • Republic Act No. 7394 (Consumer Act of the Philippines)
  • Republic Act No. 11967 (Internet Transactions Act of 2023)
  • Republic Act No. 10173 (Data Privacy Act of 2012)
  • Applicable rules and regulations issued by the Department of Trade and Industry (DTI), the Department of Information and Communications Technology (DICT), and other relevant government agencies.

Due to the nature of nicotine-containing products and health, safety, and product integrity considerations, returns and refunds are subject to the limitations outlined below.

1. ELIGIBLE RETURNS

A return, replacement, or refund request may be accepted only under the following circumstances:

a. Manufacturing or Factory Defects

The product contains a verified manufacturing defect that renders it unusable or materially different from its intended specifications.

b. Wrong Item Delivered

The item delivered does not match the customer’s confirmed order.

c. Damaged Upon Delivery

The product was damaged during transit and the damage materially affects the product’s usability or condition.

d. Missing Items

An item paid for and reflected in the order confirmation was not included in the shipment.

All claims must be reported within seven (7) calendar days from the date of delivery.

2. NON-RETURNABLE ITEMS

For health, hygiene, safety, and product integrity reasons, the following items are strictly non-returnable and non-refundable unless they fall under the eligible return categories above:

  1. Opened nicotine pouches
  2. Used nicotine products
  3. Products with broken seals or tampered packaging
  4. Products damaged due to misuse, improper storage, neglect, or customer handling
  5. Clearance, discounted, promotional, near-expiry, or final-sale items
  6. Change-of-mind purchases
  7. Incorrect product selection by the customer
  8. Products purchased from unauthorized resellers or third-party sellers not operated by Smokeless Philippines

The inability of a customer to consume, tolerate, or enjoy a flavor, strength, or product variation does not constitute a product defect and shall not qualify for a return or refund.

3. CLAIM REQUIREMENTS

To facilitate evaluation, customers must provide:

  • Order number
  • Full name used for the purchase
  • Proof of purchase or official receipt
  • Clear photographs of the product and packaging
  • Photographs of any visible damage, defect, or discrepancy
  • Description of the issue being reported

Failure to provide sufficient supporting documentation may result in denial of the claim.

4 INSPECTION AND VERIFICATION

All return, replacement, and refund requests are subject to inspection and verification by Smokeless Philippines.

Submission of a claim does not automatically guarantee approval.

Smokeless Philippines reserves the right to:

  • Request additional documentation
  • Conduct further investigation
  • Deny claims that cannot be substantiated
  • Reject claims involving fraud, abuse, or policy violations

5. RESOLUTION OPTIONS

If a claim is approved, Smokeless Philippines may provide one of the following remedies, at its sole discretion and in accordance with applicable consumer protection laws:

a. Replacement (Preferred Remedy)

A replacement of the same product, subject to stock availability.

b. Store Credit

Store credit equivalent to the verified value of the affected item.

c. Refund

A refund may be issued when replacement is unavailable or otherwise impractical.

Approved refunds shall be processed through the original payment method whenever reasonably possible.

Shipping fees, handling fees, payment gateway fees, and similar charges may be excluded from refund calculations unless required by applicable law.

6. RETURN SHIPPING

Where a return shipment is required and the claim is approved:

  • Smokeless Philippines may arrange return logistics; or
  • The customer may be instructed to ship the item using an approved courier.

Unauthorized return shipments may be refused.

Shipping costs associated with verified defects or fulfillment errors may be reimbursed at the discretion of Smokeless Philippines.

7. PROCESSING TIMELINES

  • Initial review: Within forty-eight (48) business hours from receipt of complete documentation.
  • Investigation period: As reasonably necessary depending on the nature of the claim.
  • Resolution: Typically within seven (7) business days following approval.

Processing periods may be extended during force majeure events, peak seasons, courier disruptions, or circumstances beyond the reasonable control of Smokeless Philippines.

8. CONDITION OF RETURNED ITEMS

Where return of the product is required:

  • Products must be returned with original packaging whenever reasonably possible.
  • All included materials, inserts, and accessories must accompany the return.
  • Products must not be intentionally altered, damaged, or modified after delivery.

Smokeless Philippines reserves the right to reject returns that do not satisfy these requirements.

9. LIMITATION OF LIABILITY

To the extent permitted by law, Smokeless Philippines shall not be liable for:

  1. Delays caused by third-party courier services
  2. Customer errors in shipping information
  3. Damage arising from improper storage or handling after delivery
  4. Losses resulting from unauthorized use or resale of products

Nothing in this policy shall limit rights granted to consumers under applicable Philippine consumer protection laws.

11. CONTACT INFORMATION

For returns, replacements, and refund concerns, customers may contact:

Smokeless Philippines

Email: orders.smokelessph@gmail.com

Official Facebook Page: Smokeless Philippines

Customers are encouraged to report concerns promptly to ensure timely evaluation and resolution.