RETURNS & REFUNDS POLICY
THE 3-DAY GRACE PERIOD
URBAN FARMS PH encourages its customers to raise their concerns when problems are encountered with their parcels in a period NOT MORE THAN 3 days from the receipt of parcel, as reflected in the online tracking system. If 3 days have gone by since your have received your purchased products, we no longer entertain concerns.
PERISHABLE ITEMS - CHOCOLATES
Chocolate products are prone to melting with the existing climate conditions. It is our duty as a responsible seller that we wrap all orders in multiple layers of thick insulation to avoid melting during transit. Photos of your orders are kept in our records with the date and time stamp before packing your orders as our proof of the chocolates' pristine condition before shipping. Since the courier is a third-party service provider, URBAN FARMS PH is not directly in control of the shipping process. In some instances, some chocolates melt in transit due to courier handling / customers rescheduling delivery dates/ etc.
IN THE EVENT OF RECEIVING MELTED PRODUCTS, message URBAN FARMS PH on our official FB Account, with PHOTOS of the melted products. Containers are clear and melted products are visible from the outside even without opening the containers. Send clear photos so our after-sales service agents can clearly assess the damage and provide you with the eligible options as stated below:
EXCHANGES (if applicable)
We at URBAN FARMS PH highly value customer satisfaction. We ensure that we ship out all our items in its best excellent condition. If ever you received defective or damaged items, contact us and we will resolve the issue as fast as we can.
FOR FULLY-MELTED PRODUCTS:
OPTION 1 - FREE RETURNS AND EXCHANGES
To be eligible for a return, your item(s) must be:
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UNOPENED AND UNUSED - Containers are clear and melted products are visible from the outside even without opening the containers, once items are opened, we will proceed with other OPTIONS.
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SEALS AND LABELS UNTAMPERED
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MUST BE IN THE SAME CONDITION THAT YOU RECEIVED IT
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MUST BE WITH ITS ORIGINAL PACKAGING.
For shipping of returns, see SHIPPING (of returns) section below.
OPTION 2 - REPLACEMENT ONLY
URBAN FARMS PH will provide replacement items for FREE WITHOUT RECEIVING ANY RETURN ITEMS. Customers will only pay the SHIPPING FEE & PACKAGING costs. This is due to the fact that the items have been packed and shipped in their best condition and it is the courier's mishandling that melted the products. Unfortunately, J&T Express does not hold any liability for any of these losses. Therefore, buyer and seller should meet halfway for a win-win resolution.
Option 2 is only available for customers with fully-melted products who:
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ARE NOT AVAILABLE TO DROP-OFF ITEMS FOR RETURN to the nearest J&T Express Branch.
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HAVE OPENED THE BOTTLES WITH FULLY-MELTED PRODUCTS.
FOR PARTIALLY-MELTED PRODUCTS:
OPTION 3 - DISCOUNT VOUCHERS
Since courier is a third-party service, Urban Farms PH shall NOT be held FULLY liable of the demise provided that we have done our part packing our items SAFELY and SUITABLY for shipping the products to the end customers. (See DAMAGE OF GOODS BY THE COURIER (3rd-party service provider) section below).
Upon receiving order concerns, URBAN FARMS PH reserves the right to assess all raised concerns, approve, and ISSUE DISCOUNT VOUCHERS deemed to be the most appropriate resolution to its customer.
FOR ALL OTHER PRODUCTS
In case of receipt of damaged items/goods, the THE 3-DAY GRACE PERIOD applies.
All concerns are subject to assessment and approval of URBAN FARMS PH's after-sales service agent in coordination with the customer. Options 1, 2, or 3 may apply, depending on the final resolution to the concern.
Damage to FREE ITEMS is not covered by OPTIONS 1-3, However, a free replacement during your next order may be arranged accordingly.
DAMAGE OF GOODS BY THE COURIER (3rd-party service provider)
In case that the goods have been damaged during transit with the 3rd-party courier service provider, Urban Farms PH shall NOT be held FULLY liable of the demise provided that we have done our part packing our items SAFELY and SUITABLY for shipping the products to the end customers. URBAN FARMS PH encourages its customers to raise their concerns when problems are encountered with their parcels in a period NOT MORE THAN 3 days from the receipt of parcel, as reflected in the online tracking system. If 3 days have gone by since your have received your purchased products, we no longer entertain concerns.
NO RETURN POLICY
We assure and ensure that we DO NOT ship out expired perishable goods to maintain a good reputation and harmonious relationship with our customers, therefore, we EXEMPT our perishable goods from being returned - especially for the following reasons but not limited to:
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CHANGE OF MIND
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DIVERSION OF FUNDS INITIALLY INTENDED FOR PAYMENT
SHIPPING (of returns)
Returns are FREE, provided that customers are required to drop-off the items for return at the nearest J&T Branch. Coordinate with us if you wish to return some items so we can arrange the FREE RETURN. Free packaging and printing of return labels are available at the branch (FREE-OF-CHARGES). Instructions will be sent to you by our after-sales service agent. FREE RETURNS ARE ACCEPTED PROVIDED YOU HAVE RAISED YOUR CONCERN WITHIN THE 3-DAYS GRACE PERIOD.
REFUNDS (if applicable)
Once we receive your returned items, we will notify you via email that it has been received, inspected, and that there were no irregularities found. WE WILL NOTIFY YOU OF THE APPROVAL OR REJECTION OF YOUR REFUND REQUEST. Once approved, it will be processed within 3 days upon your receipt of the refund notification. We do not issue cash refunds. Refunds will be in the form of store credit vouchers which you can use anytime without an expiry date.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SPECIAL SALE ITEMS
Unfortunately, only regular priced items may be refunded. Good news is, this rule does not apply to our Bundle Savers, Combo Savers, and Regular Gift Sets. Special sale promotions not entitled for the free returns.