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Policy on Returns and Exchanges

Need to return an item? You may return damaged or defective items, or products that have been incorrectly delivered within fourteen (14) business days from the date on which you received the product. If you purchased multiple products, the fourteen-day period runs from the date on which you received the product being returned. Only returns and refunds will be processed. Order cancellations and item exchanges will not be honored, but can be processed as a return/refund subject to the conditions below.


Returns Process:

1Pack the item(s) to be returned in its original packaging
2Fill in the Return Form attached to your Order Confirmation
3Send an email to cs@eltrend.com.ph with your Return Form and all necessary documentation (photos, screenshots, etc.) attached.
4Once Return Request has been approved, you may arrange for a pick-up of the item(s) or set an appointment to visit one of our eligible stores to receive the item(s) to be returned. Please note that all pick-ups and in-person returns MUST BE CONFIRMED VIA EMAIL in order to be processed.
5Once the item has been picked up or returned in person to the store, let us know via email.

In order to be eligible for a refund, the following conditions must apply:

  • A completed Return Form must be completed.
  • You must present your original receipt.
  • The product must be unused, unworn, unwashed and in the same condition in which it was received by you;
  • The product must have all disposable seals still attached with the disposable seal that must still be intact;
  • The product must be returned complete with all of its accompanying accessories;
  • The product must be sent in its original packaging.
  • Returns must be escalated through our Customer Service via the email address indicated above.
We will not issue any refunds for returns that do not satisfy all of the conditions indicated above. If all of these conditions are satisfied, we will refund the value of the returned product(s), along with all applicable sales tax included. No returns and refunds will be honored in the event that you change your mind regarding the product ordered.

Refunds are processed within approximately seven (7) business days of our receipt of your merchandise and are subject to approval by our quality assurance team. Refunds will be in the form of a credit to the same card or account used in the original purchase of the item(s). No physical cash refunds will be issued for both in-store and shipped returns. 
Please refer to the refund policy of the credit card or debit card or account used for your purchase in order to determine when your account will be credited, which is generally within one or two billing cycles from the date of return.  Please make sure that the date associated with such credit coincides with the date the original debit was made in order to avoid any interest charges on your account. The value of the refund will be equal to the value paid by the customer for the product plus delivery charges paid upon delivery of your item to you, as indicated in the order confirmation and the invoice. No store credit will be issued in lieu of a refund and no exchanges will be honored. 
 
A written approval from the El Trend Customer Service department is necessary to claim any refunds. Customer will be solely liable for any shipping or transportation fees incurred in the return of an item.