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Refund policy

Return, Exchange, and Refund Policy – OilShack.ph

At OilShack.ph, we prioritize your satisfaction and ensure all products adhere to the highest standards of quality. In full compliance with Republic Act No. 7394 (Consumer Act of the Philippines) and applicable Department of Trade and Industry (DTI) rules, we provide a fair, clear, and transparent policy for returns, exchanges, and refunds.

1. Grounds for Return and Remedies (The 3Rs)

Under Philippine law, customers are entitled to Repair, Replacement, or Refund under the following specific conditions:

  • Defective or Damaged Products: The item received is compromised, leaks during transit, or fails to meet functional standards due to manufacturing faults.

  • Wrong Item Delivered: The delivered item does not match the size, viscosity/grade, brand, or specifications of your order on OilShack.ph.

  • Misrepresentation: The product differs significantly from how it was described on our online platform.

2. Timeframe for Raising Claims

To facilitate swift resolution, please inspect your order upon delivery:

  • Visible Damage or Wrong Item: Report within 7 calendar days from the date of package delivery.

  • Hidden/Manufacturing Defects: Report immediately upon discovery, within the valid warranty period prescribed by the manufacturer or applicable implied warranties under the Civil Code of the Philippines.

3. Non-Eligible Return Cases

Pursuant to Section 7, Title III of DTI Administrative Order No. 2 (Series of 1993):

  • Change of Mind: Under Philippine Consumer Law, businesses are not legally obligated to process returns, exchanges, or refunds for a simple "change of mind" or buyer's remorse.

  • Customer Misuse or Damage: Items damaged due to customer mishandling, wrong application (e.g., using incorrect oil weight contrary to vehicle owner manual), or unauthorized alteration are excluded from this policy.

  • Unsealed Fluid Containers: For safety, quality assurance, and contamination risks, opened or partially used oil/chemical bottles cannot be returned unless proven defective at the time of unboxing.

4. How to Request a Return or Exchange

  1. Document the Issue: Take clear photos and an unboxing video showing the shipping label, product seal, and the observed defect or damage.

  2. Contact Customer Support: Reach out to us via our official channel:

    • Email: contact@oilshack.ph

    • Phone/Viber: +63 917 100 8472

    • Subject Line: Return Request - Order #[Your Order Number]

  3. Verification: Our team will review your claim within 1–2 business days. Once approved, we will provide instructions and a return shipping schedule/pickup.

5. Return Shipping and Refunds

  • Defective or Error Returns: If the item was sent in error or is verified defective, OilShack.ph will cover all return and re-delivery shipping costs.

  • Refund Method: Approved refunds will be issued through your original payment method (e.g., GCash, Maya, Credit/Debit Card, or Direct Bank Transfer) within 5 to 10 business days, depending on your financial provider's processing timeline.

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