Refund and Return Policy
Last updated: May 22, 2025
At MADGENOS, your satisfaction is our priority. This policy explains the terms and conditions for refunds, returns, and exchanges of our products and services, in accordance with the Consumer Act of the Philippines (Republic Act No. 7394) and other applicable Philippine laws and regulations.
1. Right of Return
In accordance with Philippine regulations, you have the right to return your purchase within seven (7) days of receiving the product, for sales made through non-traditional or remote methods (internet, phone, etc.).
To exercise this right, the product must be in perfect condition, suitable for resale, with all original packaging, labels, accessories, and warranty policies.
2. Legal Warranty
All our products come with a legal warranty as provided by the Consumer Act. The duration of this warranty is:
- One (1) year for new products, unless the manufacturer or supplier provides a longer warranty.
- Three (3) months for used or reconditioned products.
3. Requirements for Returns and Refunds
- The product must be in its original condition, unused, and undamaged.
- Must include the invoice or proof of purchase.
- In the case of defective products, evidence such as photos is required.
- Must comply with the deadlines set out in this policy.
4. Non-Returnable Products
The following products cannot be returned, except in cases of defect or warranty:
- Downloaded digital products.
- Gift cards or promotional vouchers.
- Items on liquidation or final sale (if previously notified).
- Personalized or custom-made items.
- Perishable products.
- Personal hygiene products that have been opened or whose original packaging has been tampered with.
5. Submission Procedure
To initiate a return, refund, or warranty request, contact us at support (at) madgenos.com and provide the following information:
- Your full name and contact details.
- Order number or proof of purchase.
- A clear explanation of the issue or reason for your request.
- Evidence (e.g., photos in the case of defective or damaged products).
We will respond to your request within fifteen (15) business days, in accordance with Philippine regulations.
6. Return Shipping Costs
In the case of exercising the right of return, the consumer must bear the transportation and other costs related to the return of the goods, unless the product is defective or not as requested, in which case we will cover these costs.
7. Refund Methods
Refunds will be made using the same payment method used in the original purchase, unless otherwise agreed:
- Credit card payments: refunds will be processed to the same card.
- Cash or bank transfer payments: will be made to the bank account you provide.
- Other payment methods: the most convenient method will be coordinated.
Refunds will be processed within fourteen (14) calendar days after the request is approved.
8. Defective Products
If you receive a defective product or one that does not match your order, contact us within three (3) business days of receipt. After evaluating your case, we will offer:
- A replacement product.
- Product repair (if applicable).
- A full refund.
9. Changes to This Policy
We reserve the right to update this policy at any time. Modifications will take effect once published on our website. It is recommended to review this page periodically for any changes.
10. Contact
If you have any questions or concerns about this policy, you may contact us:
- Email: support (at) madgenos.com
- Phone: +63 917 583 6294
- Address: 123 Tropical Lane, Cebu City, 6000, Philippines