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Internal Redress Mechanism
Polybrand Online Shop · Version 1.0 · Effective Date: August 14, 2026. This Internal Redress Mechanism establishes the official process of Polybrand Online Shop for receiving, acknowledging, investigating, resolving, documenting, and escalating consumer complaints arising from internet transactions. It is designed to provide an accessible, efficient, fair, transparent, and responsive process for customers while supporting compliance with applicable Philippine consumer-protection and e-commerce laws.
This Mechanism is established with reference to Republic Act No. 11967 (Internet Transactions Act of 2023), its implementing rules and regulations, Republic Act No. 7394 (Consumer Act of the Philippines), applicable DTI rules and procedures, and other applicable Philippine laws and regulations.
Section 23 of RA 11967 requires e-retailers to have an accessible and efficient redress mechanism for handling consumer complaints. Section 24 provides that an aggrieved party shall avail of the applicable internal redress mechanism before filing a complaint before a court or appropriate government agency or resorting to alternative dispute resolution, and that the mechanism is deemed exhausted if the complaint remains unresolved after seven (7) calendar days from filing.
This Mechanism applies to complaints concerning transactions made through The Polybrand's customer-facing website and, where appropriate, complaints involving official Polybrand sales channels and marketplace transactions.
Business: Polybrand Online Shop
Brand: The Polybrand
Address: B15 L11 Jade Rd. Monte Claro Homes, Sabang, 4217 Lipa City, Batangas, Philippines
Email: help@thepolybrand.com
Customer Service: 0945 996 2515
Website: thepolybrand.com
Customers may submit complaints through official Polybrand customer-service channels, including email, telephone or messaging support, and the website complaint form where available.
Polybrand will make the complaint process reasonably accessible and will not require a customer to use a single technical channel when another official channel is available.
Customers are encouraged to provide:
Supporting evidence may include photographs, videos, proof of payment, order records, delivery information, correspondence, screenshots, or other relevant records.
Customers should not submit passwords, OTPs, PINs, CVVs, authentication tokens, or other security credentials as part of a complaint.
Product Complaint. Defective, damaged, incorrect, incomplete, materially misdescribed, or otherwise non-conforming goods.
Delivery Complaint. Delayed, missing, misdelivered, damaged-in-transit, or otherwise problematic delivery.
Payment Complaint. Payment verification, duplicate payment, payment reference, or related transaction concern.
Refund / Return Complaint. Concern involving a return, replacement, refund, cancellation, or warranty remedy.
Customer-Service Complaint. Concern regarding communication, handling, or service received from Polybrand.
Other Transaction Complaint. Any other issue arising from a Polybrand internet transaction.
Polybrand will acknowledge complaints within twenty-four (24) hours under this Mechanism.
Polybrand aims to investigate and resolve complaints as efficiently as reasonably practicable and, under its submitted Internal Redress Mechanism, targets resolution within seven (7) calendar days from acknowledgment, depending on the circumstances and complexity of the complaint.
For purposes of RA 11967 Section 24, the statutory exhaustion period is measured from the filing of the complaint: the internal redress mechanism is deemed exhausted if the complaint remains unresolved after seven (7) calendar days from filing. This statutory rule is not reduced or extended by the internal service target stated above.
Depending on the complaint, available remedies may include:
Nothing in this Mechanism limits or waives any consumer remedy that cannot lawfully be limited or waived.
Complaints involving defective, malfunctioning, damaged, lost without consumer fault, or non-conforming goods are handled consistently with Polybrand's Returns, Refunds & Cancellation Policy and applicable Philippine law.
Under RA 11967, online consumers may pursue repair, replacement, refund, or other remedies provided under RA 7394 or relevant laws in applicable circumstances. Where replacement or refund is availed of, the original goods may be required to be returned without cost to the consumer within a reasonable period, subject to the law and applicable agreement.
Polybrand may request reasonable information or evidence necessary to identify the transaction and investigate the complaint. Verification requirements will be proportionate to the nature of the concern.
Polybrand will consider relevant information supplied by the customer together with its own transaction, product, payment, fulfillment, and service records.
Personal information submitted in connection with a complaint will be processed for purposes including complaint investigation, communication, resolution, documentation, legal compliance, fraud prevention, and handling lawful regulatory requests.
Complaint information will be handled in accordance with the Polybrand Privacy Policy and applicable Philippine data-protection requirements.
Polybrand will handle complaints in good faith and with reasonable diligence. Customers are encouraged to provide accurate information and relevant evidence so that complaints can be assessed efficiently.
Polybrand may investigate suspected fraud, falsification, manipulation, or abuse of complaint, refund, warranty, payment, or return processes. Any action taken will be based on reasonable evidence and applicable law and will not be used to improperly deny a legitimate consumer remedy.
If a complaint cannot be satisfactorily resolved through Polybrand's internal process, the customer may pursue the applicable remedies available under Philippine law, including escalation to the appropriate government agency, alternative dispute resolution, or competent court, as applicable.
For consumer concerns, customers may contact the Department of Trade and Industry through its applicable official channels.
Government contact details and portals may change. Polybrand will maintain its website escalation information using current official DTI information.
For orders placed through Shopee, Lazada, TikTok Shop, or another marketplace, the marketplace's complaint, return, refund, buyer-protection, and dispute procedures may also apply. Polybrand will cooperate with applicable platform processes while preserving consumer rights under Philippine law.
Polybrand maintains appropriate records of complaints and actions taken for accountability, service improvement, legal compliance, and dispute resolution.
Polybrand maintains an accountable internal process for receiving, reviewing, escalating, and resolving complaints. Complaints are handled according to their nature and urgency, with appropriate access to relevant transaction and operational information.
This Mechanism operates together with the following Polybrand documents:
Where a customer complaint concerns personal-information handling rather than a consumer transaction, the matter may also be handled through the Polybrand Privacy Request and Privacy Complaint process.
Polybrand's online complaint form captures the following information:
Once submitted, a complaint is tracked and worked through our internal resolution process using the description provided — a customer isn't required to separately supply an invoice/transaction reference, transaction date, platform, or supporting evidence up front; our team follows up directly if any of that is needed to investigate or resolve the specific complaint.
You can submit and track a complaint now through our Complaints & Internal Redress tool.
Polybrand is committed to providing an accessible and efficient redress mechanism that enables customers to raise concerns, receive acknowledgment, understand the status of their complaint, and receive an appropriate resolution or explanation.
This Mechanism is maintained as part of Polybrand's broader commitment to fair digital commerce, consumer protection, data privacy, and responsible online business practices.
Polybrand Online Shop
Address: B15 L11 Jade Rd. Monte Claro Homes, Sabang, 4217 Lipa City, Batangas, Philippines
Email: help@thepolybrand.com
Customer Service: 0945 996 2515
Website: thepolybrand.com
Document: The Polybrand Internal Redress Mechanism Policy
Business: Polybrand Online Shop
Brand: The Polybrand
Version: 1.0
Effective Date: August 14, 2026
Last Updated: August 14, 2026
Review Frequency: At least annually and whenever material legal, operational, or customer-service changes occur
Polybrand is committed to fair, transparent, accessible, and timely resolution of consumer concerns in accordance with applicable Philippine law.