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Returns, Refunds & Cancellation Policy
Last updated: August 14, 2026. This Returns, Refunds & Cancellation Policy explains how Polybrand Online Shop handles order cancellations, returns, replacements, repairs, refunds, and warranty-related concerns for purchases made through The Polybrand and its participating stores: Bookside, PolyBrand Tech, The Collector's Club, and Jazz Prints.
This Policy is intended to operate consistently with applicable Philippine consumer-protection and e-commerce laws, including Republic Act No. 7394 (Consumer Act of the Philippines), Republic Act No. 11967 (Internet Transactions Act of 2023), the applicable implementing rules and regulations, and applicable DTI rules and guidance. Where mandatory law provides a consumer right or remedy, that right prevails over any conflicting provision of this Policy.
Polybrand is committed to fair, transparent, and responsible handling of product and order concerns. We will assess each request based on the product, transaction, evidence provided, applicable warranty, the circumstances of the issue, and applicable Philippine law.
We do not apply a blanket "No Return, No Exchange" rule. Where a consumer has a lawful right to repair, replacement, refund, price reduction, cancellation, or another remedy, Polybrand will honor the applicable remedy.
Depending on the circumstances, a customer may request a remedy where an item is:
The availability of a remedy and the appropriate form of remedy depend on the facts of the transaction and the applicable law. Nothing in this Policy removes or reduces statutory consumer rights.
Depending on the circumstances, applicable law, and product condition, available remedies may include:
If a product has a defect, malfunction, or material failure to conform with an applicable warranty or the product information provided, contact Polybrand as soon as reasonably practicable.
Polybrand will assess the concern and, where a remedy is legally required, provide the applicable repair, replacement, refund, price adjustment, or other remedy in accordance with the Consumer Act, the Internet Transactions Act, applicable warranty terms, and the circumstances of the transaction.
Where a written express warranty applies, its terms will be provided in clear language and will identify the covered product or parts, warrantor, coverage period, claim process, and applicable remedy.
If an order arrives damaged, customers should contact Polybrand promptly and, where reasonably possible, provide clear photographs or video of the package, shipping label, packaging, and affected product.
Customers should retain the product and relevant packaging until the claim is assessed and further instructions are provided.
Where the damage occurred without fault on the part of the consumer and a remedy is required by law, Polybrand will provide the applicable remedy.
If you receive an item that differs from what you ordered, or an order is missing an item or component that was included in the purchase, contact Polybrand promptly.
We may verify the order, packing information, payment record, shipment information, and supporting evidence before arranging the appropriate correction.
Depending on the circumstances, the resolution may include delivery of the missing item, replacement, refund, or another appropriate remedy.
Product listings are intended to provide accurate and sufficient information for consumers to make an informed purchase. If an item materially differs from the description, specifications, stated condition, or other applicable representation, the customer may contact Polybrand for assessment and any remedy available under applicable law.
For pre-owned books, collectibles, or other condition-sensitive products, the condition stated on the listing forms part of the product information. Normal characteristics, wear, or variation expressly disclosed in the listing are considered when evaluating a claim.
A customer request based solely on a change of mind is distinct from a statutory defect, warranty, non-conformity, or other legally protected claim.
Where Polybrand voluntarily offers a change-of-mind return for a particular product or campaign, the applicable product or campaign terms will state the eligibility requirements, return condition, period, and any lawful return arrangements.
A voluntary change-of-mind policy does not limit statutory remedies for defective, damaged, non-conforming, or otherwise legally protected transactions.
Customers may request cancellation through the applicable Polybrand customer-service channel as soon as possible.
If the order has not yet entered a stage where cancellation is restricted, Polybrand will process the request where operationally and legally available.
If payment has already been made and cancellation is properly approved, Polybrand will process the applicable refund through the relevant payment method or refund procedure.
Under the Internet Transactions Act, online consumers are expected to exercise ordinary diligence in internet transactions. Where an order involving delivery has already been paid for and the goods are already in the possession of a third-party delivery service or otherwise in transit, cancellation may be subject to the limitations provided by law, including applicable exceptions and any agreement between the parties.
Where cancellation remains legally or contractually available, Polybrand will process it in accordance with the applicable transaction terms and law.
Nothing in this section prevents a customer from exercising a statutory remedy arising from a defective, damaged, non-conforming, or otherwise legally protected transaction.
Where a refund or replacement is properly granted for a product, Polybrand may require the original goods to be returned.
For remedies covered by Section 20 of the Internet Transactions Act, when the online consumer avails of replacement or refund, the online merchant may require return of the original goods without cost to the consumer within a reasonable period from receipt, unless otherwise agreed by the parties.
Return instructions will be provided after the claim is assessed. Customers should not send products to an address not authorized by Polybrand.
Where return of goods is required, customers should return the item in the condition reasonably required for the applicable remedy, together with relevant accessories, packaging, manuals, tags, or other components where applicable.
This does not permit Polybrand to impose unreasonable conditions that defeat a statutory consumer remedy. Where a defect or non-conformity is not caused by the consumer, the customer's statutory rights remain protected.
Where a return, replacement, repair, or refund is required because of a defect, malfunction, non-conformity, wrong item, or another circumstance attributable to Polybrand or otherwise covered by law, applicable return or related costs will be handled consistently with the applicable legal remedy.
For voluntary change-of-mind returns or other optional return programs, any applicable return-cost arrangement will be clearly disclosed in the relevant product or program terms.
Once a refund is approved, Polybrand will initiate the refund through the applicable payment method or refund process as reasonably practicable.
The time for the refunded amount to become available may depend on the payment provider, bank, e-wallet, marketplace, or other financial institution involved in the original transaction.
Where a refund is required by law, Polybrand will not use payment-provider processing times to remove or reduce the customer's underlying legal entitlement.
The amount refunded will depend on the applicable remedy and circumstances of the transaction. Where the law requires a full refund, Polybrand will provide the amount required by law. Where a proportionate price reduction or other remedy applies, the amount will be determined consistently with the applicable legal requirements.
Any lawful adjustment expressly permitted by applicable law will be communicated to the customer.
Where an express warranty is provided, Polybrand will make the warranty terms clear and readily understandable, including:
Where applicable, warranty rights may be established by the official receipt, warranty documentation, or other proof recognized by law. Polybrand will not impose documentary requirements that unlawfully prevent a consumer from enforcing an applicable warranty.
Where a valid warranty requires repair, the repair will be handled within the period required by the applicable warranty and law. For warranties governed by the Consumer Act's express-warranty standards, applicable statutory requirements concerning reasonable repair, consumer remedies after repeated unsuccessful attempts, and the relevant repair period will apply.
A warranty may not cover damage caused by unreasonable use, misuse, unauthorized modification, accident, or other circumstances excluded by a valid warranty and applicable law.
Any warranty exclusion must be communicated clearly and cannot be used to defeat mandatory statutory rights.
For pre-owned, vintage, collectible, or condition-sensitive products, the product listing will identify the relevant condition information where applicable.
Normal wear or condition characteristics that were clearly disclosed before purchase are considered when assessing a claim. A previously disclosed condition does not prevent a customer from raising a legitimate claim concerning a separate undisclosed defect or material non-conformity.
Where a product is customized, personalized, or produced according to customer-supplied specifications, the applicable product or order terms may contain reasonable rules concerning customer-approved designs, proofs, specifications, and change requests.
Such terms do not remove remedies for defective production, material failure to conform to the approved specifications, or other rights that cannot lawfully be excluded.
Orders placed through Shopee, Lazada, TikTok Shop, or another third-party marketplace may be subject to the marketplace's applicable return, refund, cancellation, buyer-protection, payment, and dispute procedures.
Polybrand will cooperate with applicable marketplace procedures while preserving the consumer rights provided by Philippine law.
Contact Polybrand through an official customer-service channel:
Email: help@thepolybrand.com
Phone / Messaging: 0945 996 2515
Address: B15 L11 Jade Rd. Monte Claro Homes, Sabang, 4217 Lipa City, Batangas, Philippines
Please provide, where applicable:
Do not send passwords, OTPs, banking credentials, PINs, CVVs, or other authentication information.
Returns, refunds, and cancellation requests that become consumer complaints may be handled through Polybrand's Internal Redress Mechanism.
This internal process does not prevent a consumer from exercising rights or remedies available under Philippine law. You can also submit and track a formal complaint directly through our Complaints & Internal Redress tool.
Polybrand does not apply a blanket "No Return, No Exchange" rule. Any store or website statement will be interpreted consistently with applicable consumer-protection law and will not prevent a customer from exercising a lawful remedy for defective, malfunctioning, damaged, non-conforming, or warranted goods.
Polybrand may investigate suspected fraudulent or abusive return, refund, payment, or warranty claims.
Where evidence indicates intentional fraud, falsification, manipulation, or abuse, Polybrand may take appropriate lawful action. This provision does not permit Polybrand to deny a legitimate statutory consumer remedy without a lawful basis.
Information submitted in connection with returns, refunds, cancellations, warranties, or complaints may contain personal information. Polybrand processes such information in accordance with the Polybrand Privacy Policy and applicable Philippine data-protection laws.
This Policy is governed by applicable laws of the Republic of the Philippines, including the Consumer Act of the Philippines, Internet Transactions Act, applicable DTI rules, and other relevant laws and regulations.
Nothing in this Policy is intended to waive, restrict, exclude, or diminish any consumer right or remedy that cannot lawfully be waived or restricted. If a provision of this Policy conflicts with a mandatory requirement of Philippine law, the mandatory legal requirement prevails.
Polybrand may update this Policy when its products, services, fulfillment processes, payment methods, marketplace operations, or applicable laws change. The current version will be made available on the website.
Business: 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 Returns, Refunds & Cancellation Policy
Business: Polybrand Online Shop
Brand: The Polybrand
Version: 1.0
Last Updated: August 14, 2026
Effective Date: August 14, 2026
Review Frequency: At least annually and whenever material legal, operational, product, or technology changes occur
Polybrand is committed to fair remedies, transparent processes, and compliance with applicable Philippine consumer and e-commerce laws.