Refund & Return Policy

1. Overview

ShelfSpace is committed to providing quality products and a fair returns experience to all customers across the Philippines. This policy outlines the conditions under which returns are accepted, how refunds are issued, and the responsibilities of both the customer and ShelfSpace during the returns process.

By placing an order on shelfspace.online, you agree to the terms set out in this Refund & Return Policy.

2. Return Window

You may request a return within 7 calendar days from the date your order is delivered, as confirmed by the courier's delivery tracking record.

Return requests submitted after the 7-day window will not be accepted, except in cases covered under our Damaged or Wrong Item policy (see Section 9).

To initiate a return within the eligible window, please contact our customer support team via email before sending any item back.

3. Return Eligibility

To be eligible for a return and refund, the following conditions must be met:

• The item must be returned within 7 days of delivery
• The item must be unused and in the same condition as when you received it
• The item must be in its original packaging, including all accessories, manuals, and tags
• You must provide proof of purchase (order confirmation email or order number)
• The return must be pre-approved by our customer support team before shipment

4. Non-Returnable Items

Certain items cannot be returned due to hygiene, safety, or product-specific reasons. These include:

• Perishable goods (food, fresh produce)
• Personal care and hygiene products (once opened or used)
• Undergarments and swimwear
• Digital products and downloadable software
• Gift cards and vouchers
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
• Hazardous materials or flammable items
• Items customized or personalized per your specific request

If you are unsure whether a specific item is returnable, please contact us before purchasing.

5. How to Return an Item

Please follow these steps to initiate a return:

Important: Do not return items without first receiving an approved RMA from our team. Unauthorized returns may be refused or returned to sender at your expense.

6. Return Shipping

Return shipping costs are the responsibility of the customer, except in the following circumstances:

• The item arrived damaged
• The wrong item was sent
• The item does not match the product description on our website

In cases where ShelfSpace is responsible for the error, we will provide a prepaid return shipping label or reimburse reasonable return shipping costs upon receipt and inspection.

We recommend using a trackable shipping service for all returns. ShelfSpace is not responsible for items lost in transit during the return process when tracking is not used.

7. Refund Process & Timelines

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed according to the following schedule:

• Credit/Debit Card (BDO, BPI, UnionBank, etc.): 5–10 business days from approval, depending on your bank's processing time
• GCash / Maya: 3–5 business days from approval
• Bank Transfer: 5–7 business days from approval
• Cash on Delivery (COD) orders: Refunded via GCash or bank transfer within 7–10 business days. We will contact you to collect payment details.

Please note that these timelines are estimates and may vary depending on your bank or payment provider. If you have not received your refund after 10 business days, please contact your bank or payment provider first, then reach out to us if the issue persists.

Shipping fees are non-refundable, unless the return is due to our error.

8. Exchanges

We accept exchanges for items of equal or lesser value, subject to product availability. To request an exchange, please follow the same return initiation process described in Section 5 and indicate that you would prefer an exchange rather than a refund.

If the item you wish to exchange for is out of stock, we will issue a refund instead.

For exchanges, the customer is responsible for return shipping costs, and ShelfSpace will cover the standard shipping cost of the replacement item.

9. Damaged, Defective, or Wrong Items

If you receive an item that is damaged upon delivery, defective, or is not the product you ordered, please contact us within 48 hours of delivery at hello@shelfspace.online with:

• Your order number
• A clear description of the issue
• Photos or video showing the damage, defect, or incorrect item

We take all such cases seriously and will offer one of the following resolutions at no cost to you:

• Full refund to your original payment method
• Replacement of the same item (subject to availability)
• Store credit for the full value of the item

In these cases, return shipping costs will be covered by ShelfSpace.

10. Contact Us

For all return and refund inquiries, please contact our customer support team:

• Email: hello@shelfspace.online
• Business Hours: Monday to Saturday, 9:00 AM – 6:00 PM Philippine Standard Time (PHT)
• Response Time: We aim to respond to all inquiries within 1 business day

Please include your order number and a brief description of your issue in all correspondence to help us assist you faster.