Refund policy

RETURN AND REFUND POLICY

Effective Date: September 1, 2026

Thank you for shopping with Her Choice PH – Luxe Skin.

We are committed to providing quality products and fair service to our customers while also protecting our business against unnecessary losses, fraudulent claims, product substitution, and delivery-related issues.

This Return and Refund Policy explains our rules regarding returns, refunds, replacements, order cancellations, Cash on Delivery (COD) orders, prepaid orders, and Return to Sender (RTS) shipments.

By placing an order through our website, customers agree to this policy, subject to applicable Philippine laws and consumer rights.

1. GENERAL RETURN AND REFUND POLICY

Returns, replacements, or refunds may be requested for legitimate concerns, including:

  • Incorrect item received

  • Incorrect product variant sent

  • Missing item

  • Verified damaged item

  • Verified defective product

  • Other fulfillment errors attributable to Her Choice PH – Luxe Skin

  • Other circumstances where a remedy is required under applicable law

All return, replacement, and refund requests are subject to reasonable review and verification.

Nothing in this policy is intended to remove consumer rights available under applicable Philippine law.

2. OPENED, USED, OR TAMPERED PRODUCTS

Due to the nature of skincare and personal care products, hygiene, safety, and product integrity are important.

Products that have been opened, used, materially altered, or tampered with after delivery are generally not eligible for return or refund solely because of:

  • Change of mind

  • Personal preference

  • Dislike of scent or texture

  • Ordering the wrong product by mistake

  • Deciding not to use the product

  • Dissatisfaction with expected skincare results alone

However, opening a product does not automatically remove a customer's right to raise a legitimate concern.

Claims involving a verified defect, incorrect product, fulfillment error, or other legally covered issue will be assessed based on the circumstances and available evidence.

3. DAMAGED, DEFECTIVE, WRONG, OR MISSING ITEMS

Customers are encouraged to inspect their parcel and order upon receipt.

If you believe that your order contains a:

  • Wrong item

  • Missing item

  • Damaged item

  • Defective item

  • Incorrect product variant

please contact us as soon as reasonably possible.

To help us investigate, we may request relevant information such as:

  • Order number

  • Photos of the product

  • Photos of the parcel and packaging

  • Shipping label or waybill

  • Description of the issue

  • Other reasonable supporting evidence

An unboxing video is strongly recommended, especially for claims involving missing, incorrect, or visibly damaged items. However, claims will be assessed based on all reasonably available evidence and applicable law.

4. RETURN VERIFICATION AND PRODUCT AUTHENTICITY

To protect both customers and Her Choice PH – Luxe Skin, returned products may be subject to inspection and verification.

A returned item must correspond to the product originally supplied for the relevant order.

Where relevant, we may compare:

  • Returned products

  • Product quantity

  • Product variant

  • Packaging

  • Labels and identifying characteristics

  • Parcel condition

  • Shipping records and waybill information

  • Customer-provided evidence

  • Our packing and fulfillment records

  • Other relevant evidence

A refund or replacement request may be denied where reasonable evidence indicates:

  • Product substitution or switching

  • A different product was returned

  • An empty container or packaging was returned

  • Items are missing from the returned parcel

  • The product was materially altered after delivery

  • Damage was caused after delivery by improper handling

  • Evidence is false, misleading, or materially manipulated

Suspicious claims may be investigated before a refund or replacement decision is made.

5. CASH ON DELIVERY (COD) ORDERS

By placing a Cash on Delivery order, the customer confirms their intention to receive and pay for the order upon successful delivery.

Customers are responsible for providing:

  • Complete and accurate delivery information

  • Correct contact details

  • Reasonable availability to receive the parcel

Refused or Failed COD Orders

If a COD parcel is refused, unclaimed, or returned because of circumstances attributable to the customer, including:

  • Change of mind

  • Refusal without a legitimate product or delivery-related concern

  • Incorrect address provided by the customer

  • Customer unavailability

  • Failure to respond to reasonable delivery attempts

the order may be returned to us through the courier's Return to Sender (RTS) process.

Because no payment was collected for a refused COD order, no refund is applicable.

Repeated refused or failed COD orders may affect a customer's eligibility to use COD for future purchases.

Where reasonably necessary, we may:

  • Restrict future COD orders

  • Require prepaid payment for future orders

  • Decline future orders where there is a reasonable history of repeated failed or refused deliveries

6. PREPAID ORDERS

A prepaid order is an order for which payment has been successfully completed before delivery.

Prepaid orders are handled differently depending on whether the cancellation request is made before shipment or after shipment.

CANCELLATION BEFORE SHIPMENT

Customers who wish to cancel a prepaid order should contact us as soon as possible.

Cancellation may be possible if the order has not yet been processed, packed, or handed over to the courier.

Once an order has entered fulfillment or has already been handed over to the courier, cancellation may no longer be immediately possible and the post-shipment cancellation rules below may apply.

Submitting a cancellation request does not automatically guarantee cancellation.

7. PREPAID ORDERS CANCELLED OR REFUSED AFTER SHIPMENT

Once a prepaid order has already been handed over to the courier or is already in transit, the customer should not assume that cancellation automatically results in an immediate or full refund.

If a prepaid order is cancelled, refused, or becomes Return to Sender (RTS) due to reasons attributable to the customer, the order will be reviewed under this policy.

Customer-attributable reasons may include:

  • Change of mind after shipment

  • No longer wanting the product

  • Refusal without a legitimate product or delivery-related concern

  • Incorrect or incomplete delivery information provided by the customer

  • Customer unavailability

  • Failure to receive the parcel after reasonable delivery attempts

8. SHIPPING FEES FOR PREPAID ORDERS REFUSED OR CANCELLED AFTER SHIPMENT

Shipping and delivery charges are associated with the fulfillment and delivery of an order.

Where a prepaid order has already been shipped and is subsequently refused or cancelled due to a reason attributable to the customer, applicable shipping or delivery charges already incurred may be non-refundable, subject to applicable law and the circumstances of the transaction.

Example:

Product Amount: ₱1,000
Shipping Fee: ₱100
Total Paid: ₱1,100

If the order has already been shipped and the customer refuses the parcel solely due to a change of mind, the parcel may be returned to us through the Return to Sender (RTS) process.

Once the parcel has successfully returned and has been received and verified, the eligible product amount may be refunded.

In this example:

Total Amount Paid: ₱1,100
Eligible Product Amount: ₱1,000
Shipping Fee Already Incurred: ₱100

The applicable shipping fee may not be included in the refund once it has already been incurred.

Therefore, in this example, the possible refund may be:

Refund Amount: ₱1,000

The ₱100 shipping fee may be retained to cover the applicable shipping or delivery cost already incurred.

Any additional courier, cancellation, or RTS charges will be handled according to the actual circumstances, the applicable courier arrangement, the terms disclosed to the customer, and applicable law.

9. RETURN TO SENDER (RTS) – PREPAID ORDERS

If a prepaid order becomes Return to Sender (RTS), a refund will generally not be finalized merely because the tracking status shows that the parcel is being returned.

Before an applicable refund is processed:

  1. The parcel must successfully return to Her Choice PH – Luxe Skin, where applicable.

  2. We must physically receive the returned parcel.

  3. The parcel and products may be inspected.

  4. Product identity, quantity, condition, and packaging may be verified.

  5. The applicable refund will then be assessed.

An RTS tracking status does not automatically mean that a refund has been approved.

If the parcel is not successfully returned, is lost, or is materially damaged while in the return process, the matter may require further review based on courier records, the circumstances of the shipment, and applicable law.

10. MERCHANT-SIDE ERRORS

The customer should not bear the cost of correcting a verified problem caused by Her Choice PH – Luxe Skin.

Examples include:

  • Wrong item sent

  • Wrong product variant sent

  • Missing item caused by our fulfillment error

  • Verified defective product

  • Other verified merchant-side errors

Such cases will be reviewed separately, and the appropriate resolution may include:

  • Replacement

  • Reshipment

  • Full refund

  • Partial refund

  • Other appropriate remedies

11. AUTHORIZED RETURNS

Please contact us before returning any product.

Do not send a product back without first receiving instructions from our customer service team.

Unauthorized returns may result in delays or may be difficult to process because we may be unable to identify or verify the returned order.

12. REFUND PROCESS

Approved refunds will be processed after the relevant claim has been reviewed and, where applicable, the returned product or RTS parcel has been received and verified.

Depending on the circumstances, an approved resolution may include:

  • Replacement

  • Reshipment

  • Full refund

  • Partial refund

  • Other appropriate remedies

Refunds will generally be issued through the original payment method where reasonably possible. If this is not possible, an appropriate alternative method may be arranged.

Approved refunds will be processed within 5-10 business days after final approval.

The time required for the refunded amount to appear in the customer's account may depend on the relevant bank, e-wallet provider, payment gateway, or payment service provider.

13. FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate claims involving reasonable indications of:

  • Product switching or substitution

  • Fraudulent returns

  • False or misleading claims

  • Manipulated evidence

  • Repeated suspicious refund requests

  • Repeated refused COD orders

  • Abuse of the return, replacement, or refund process

This does not affect legitimate customer claims or remedies available under applicable law.

14. CUSTOMER RIGHTS

Nothing in this Return and Refund Policy is intended to remove, waive, or limit consumer rights that cannot legally be excluded under applicable Philippine law.

Where applicable law provides a customer with a remedy, this policy will be interpreted consistently with those legal requirements.

15. POLICY UPDATES

We may update this Return and Refund Policy from time to time to reflect changes in our business operations, delivery procedures, applicable laws, or other relevant circumstances.

The version published on our website will apply to orders in accordance with applicable law and the terms disclosed at the time of the transaction.

16. CONTACT US

For questions regarding returns, refunds, replacements, cancellations, or delivery concerns, please contact us through our official customer service email.

Her Choice PH – Luxe Skin
Website: hcpluxeskin.com
Email: herchoicephjobenl@gmail.com

For proper documentation and order verification, customers are encouraged to submit return, refund, replacement, cancellation, and delivery concerns through our official customer service email.