Refund Policy

Last updated: 7 September 2026

We want you to be satisfied with every order. This policy explains when refunds apply, how to request one, and how long they take.

When you can request a refund

• The order was cancelled by the merchant before it was fulfilled.
• The wrong item was delivered, or the item arrived damaged.
• The item was significantly different from its description.
• The order was never delivered.

When refunds don't apply

• You changed your mind after the merchant confirmed your order and started preparing it.
• The complaint was filed more than 7 days after delivery.
• Perishable food items that were delivered correctly and in good condition.

How to request a refund

1. Open the order from My orders and choose Report a problem (or Cancel & refund while it is still pending).
2. Describe the issue and include details that help us check it.
3. The merchant or admin will review your request within 2 business days.

How refunds are processed

• Card and e-wallet payments (via PayMongo): refunded to the original payment method. Bank credit typically takes 5–10 business days.
• Cash on Delivery (COD): refunded via GCash, bank transfer, or cash pickup, coordinated with our admin team. Typically completed within 3–5 business days of approval.

Partial refunds

For orders with multiple items, we may issue a partial refund covering only the affected items.

Merchant-initiated cancellations

If a merchant cancels a paid order (for example, an item is unexpectedly out of stock), a full refund is automatically issued to your original payment method.

Contact us

For refund questions, email support@b2bc-platform.ph.