If you suspect that the product you received is not authentic or differs from what was advertised on the seller’s website, please report it through our Contact Us page. Our Customer Care team will investigate the matter.

Here is a step-by-step guide to reporting a fake item:

• File a “hold payment request” via customer service email within two days of delivery, or respond through the Review and Ratings Page of your seller. The link to this page will be emailed to you after your order is delivered. If we don’t receive a request within two days of delivery, we will release the payment to the seller.

• Upon receiving a “hold payment request” via email or notification, we will inform the seller that the payment is on hold due to your complaint and instruct them to settle the dispute directly with you.

• We will make reasonable efforts to ensure the seller resolves the dispute within seven business days. If the dispute remains unresolved, the payment will be refunded to you.

• A dispute will be considered resolved only if both the seller and the buyer provide supplementary documents supporting the agreed resolution, which may include

1. Communication between both parties
2. Valid IDs from the buyer, such as a Driver’s License, BIR ID, GSIS ID, or Passport
3. Proof of refund from the seller or proof of replacement

Note: If a refund is approved, only the item price will be refunded to the buyer. Shipping, insurance, and other service fees will not be refunded.

For more information about our Buyer Money Back Guarantee, please visit our website.