Return and Refund Policy


RETURNS

Returns and corresponding refunds shall not be accepted unless the products are delivered to the customer with defects or damages. Only unused and unopened products with manufacturer damage are valid for returns. Wear and tear on packaging such as boxes, seals, lost tax strip, cans/canisters, and the likes are not accepted.

CELLAR FRESH CORPORATION’s policy is to return within 24 hours upon item receipt strictly. All items sent beyond the said timeframe are not subject for return and refund policy. CELLAR FRESH CORPORATION has the right to refuse return/refund as items may have already been exposed to other environmental factors that may have contributed to the defect/damage.

Within 24 hours of the delivery of products to the customer, notice of any defect/damage on delivered products should be sent by the customer back to CELLAR FRESH CORPORATION. The notice should include the ff:

  • Narrative description of the item issue
  • Proof of defect/damage to be sent as photo and video
  • Screenshot of email order confirmation
  • Sales Invoice issued by CELLAR FRESH CORPORATION

Failure to comply with the requirements above will result in forfeiture.

Returns will not be accepted in cases of failure to send the notice of damages or defects within 24 hours from delivery.

The Customer Service Team will notify the customer if products are eligible for return within a maximum of 2 days from the receipt of the notice of defect/damage. The CS Team will also inform the customer regarding pick-up schedule to be arranged via our in-house logistics.

Listed below are the valid conditions for Return:

  • Damaged Product
  • Defective Product
  • Expired Item
  • Wrong Item Received
  • Missing Item
  • Change of Mind is an invalid condition for Return

To be eligible for a return, item must be unused or unopened and in the same condition that was received. The products must also be in the original packaging. Defective/Damaged products that are part of a set must be returned as a whole set/pack.

Promo or sale items are strictly non-returnable. Expiry dates will be disclosed for all close-out/markdown promotions per product/item.

 

REFUNDS

If products are qualified for return, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days depending on your bank’s turnaround time:

Payment Method

Processing Time (Internal)

Bank Processing

Bank Transfer

Within 48 hours

1-3 business days

GCash

Within 48 hours

1-3 business days

Credit Card

Within 72 hours

3-5 business days

 

CELLAR FRESH CORPORATION is allowed to do refunds for Cash on Delivery (COD) orders. The CS Team will get in touch with the customer regarding refund process and customer may receive refund amount and select via the ff channels:

  • Bank Transfer
  • GCash/E-Wallet

Customer must send all necessary details for refund process such as:

  • Account Name
  • Account Number
  • Bank Name
  • Approved refund amount

A reprocessing fee will be charged for orders resulting in cancellations for bank administrative fees.

 

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, please contact your bank or credit card company as it may take some time before your refund is officially posted.

If you’ve done this and you still have not received your refund yet, please contact us at ask@cellarfresh.com