Refund policy

Effective Date: August 30, 2025

Thank you for shopping with ZHOP! We are committed to providing quality products and a satisfying customer experience. If you're not entirely satisfied with your purchase, we're here to help, in accordance with the Consumer Act of the Philippines (R.A. 7394).

1. Refund and Exchange Period

You may request a refund or exchange within 30 calendar days from the date of purchase. After this period, unfortunately, we can no longer offer a refund or exchange, except in cases of product defects, damage, or statutory warranties under Philippine law.

2. Eligibility Requirements

To qualify for a refund or exchange, the item must meet all of the following conditions:

  • The item is unused, unwashed, and in the same condition as received.
  • The item is returned in its original packaging, including tags, boxes, seals, and manuals (if applicable).
  • A valid receipt or proof of purchase is provided.
  • The item was purchased at regular price. Sale or promotional items are non-refundable unless found defective.

Note: If the item was marked as a gift during purchase and shipped directly to you, you may receive store credit equivalent to the value of the return.

3. Exchanges (If Applicable)

We only allow exchanges for items that are defective, damaged, or incorrectly delivered. If you need to request an exchange:

  • Email us at support@zhop.group
  • Send the item to our Returns Center:
    ZHOP! Returns Department
    [Insert Return Address Here]

Exchange requests are subject to stock availability.

4. Items Not Eligible for Refund

Certain goods are non-returnable and non-refundable, including:

  • Gift cards or vouchers
  • Digital goods or software licenses
  • Health and personal care items (e.g., supplements, cosmetics, hygiene products), unless unopened and returned in compliance with health regulations

5. Partial Refunds (If Applicable)

Partial refunds may be granted in the following cases:

  • Items returned in damaged or used condition, not due to our error
  • Items missing components or packaging materials
  • Returns requested after the 30-day period but still within a reasonable time with valid justification

All returns are subject to inspection before approval.

6. Refund Process

Once we receive and inspect your returned item:

  • You will receive a notification email regarding the status of your refund.
  • If approved, your refund will be processed and automatically applied to your original payment method within 7–14 working days, depending on your bank or payment provider.

7. Delayed or Missing Refunds

If you haven’t received your refund:

  1. Re-check your bank account or e-wallet transaction history.
  2. Contact your credit card or payment provider — processing may take additional time.
  3. If unresolved, email us at returns@zhop.group or call (02) 1234-5678 for assistance.

8. Return Shipping Instructions

  • Do not send your item to the manufacturer. All returns must be sent to:

ZHOP! Returns Department
[Insert Return Address Here]

  • Customers are responsible for return shipping fees, unless the item was defective or wrongly delivered.
  • Shipping fees are non-refundable. If you receive a refund, return shipping costs will be deducted unless exempted due to product issues.
  • Shipping times for exchanges may vary depending on your location.
  • ZHOP! is not liable for returned items lost in transit. Please use a trackable shipping method.

9. Legal Compliance

This policy complies with the provisions of the Consumer Act of the Philippines, particularly in relation to warranties, defective products, and consumer rights. We respect your legal entitlements and encourage you to reach out if you feel these rights have not been upheld.