Returns, Exchange and Warranty Policies


Order Cancellation Policy

How do I cancel my order?

If your order has not been processed, we will cancel/void the transaction.

If your order has already been processed and shipped and yet you wish to cancel, you may return the item in its original condition ( should be unused and/or unopened) to us within 48 hours upon delivery. In that case we will refund you the payment excluding actual shipping fees already incurred and administrative fees. Actual shipping fees incurred are determined by the weight of each returned product and by the way it was sent (e.g. EMS, DHL, Regular/Registered Airmail, etc). Also, an administrative charges of minimum of SGD20 or 30% of total purchase cost which ever is higher will be charged.

Note: All customers should contact us before returning any item(s), unidentified returns will not be processed.

 

Please note, when returning an unwanted product for refund, it is recommended for customers to use a method of shipment with tracking number, as uskoop.com.ph will not be held responsible for items lost due to its carrier while in transit.

Here is a quick checklist if you are returning unused and unopened products for refund:

1. The items must be unused and/or unopened. All tags that come with the item should be intact.

2. Contact us via support@uskoop.com.ph, indicating you want to return a product

3. A customer service officer will inform you the actual shipping costs and administrative fees incurred (the non-refundable portion) and the return office address where you can send back the items.

4. Proceed and send the returned item once you have received the instructions via email

When your items arrive at our return office, our customer service officers will check the returned item/s. We reserve the right to offer remedies in lieu of refund by:

  • Offer of replacing the returned item with a new item of the same design or model

  • Choice of full refund by credits which customer can use to purchase at the site or refund in cash less the shipping and administrative fees incurred


RETURNS & EXCHANGE POLICY

How do I return if my product is defective?

uskoop.com.ph unconditionally guarantees that every item we sell is quality controlled and properly checked. However should you ever received a defective item or not in proper condition please contact us immediately by emailing us and providing us with the following:

  • Photos of the front and back of the packaging envelope or box

  • Photo or screenshot of the defective item

  • Detailed description of the defect or defective area

As soon as we received the above proof of defect, our customer service officer will advise you the address where you can send back the defective item. Items are classified as defective if they are received damaged, or where a manufacturing fault occurs within one month of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be defective.

If possible, we will offer to repair defective items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, style or colour subject to availability.

How do I return if I received a wrong item?

Please contact us via e-mail or call us if you received an item that is different from what was described on the website or is the wrong size, colour, or style than what you ordered and provide us the picture proof of the error.

A replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you returned is in the original package including boxes, tags, manuals, warranty cards, instructional DVDs, and any other materials in the original shipment. When returning an incorrect product for refund, it is recommended for customers to use a method of shipment with tracking number, as

Uskoop will not be held responsible for items lost due to its carrier while in transit.

How do I exchange my item for another size, colour or style?

Your shopping experience is important to us, however, exchanging for another size, colour or style that is not of our fault will not be allowed. Only item that is defective or received wrongly will be entitled for exchange, replacement or refund.

If you wish to exchange the item you purchased, simply return the product and place another order. Please note that the return shipping costs and an administrative cost will be on your sole responsibility.

Important Notes

1. All customers should contact us before returning any item(s).

2. All returned items may it be due to defects or incorrect item received should be returned in its original package to ensure they are adequately protected in transit.

3. We prefer that items are returned to us via a courier with tracking number as items in transit will be the customer’s responsibility.

Non-returnable/non-refundable Items

Which item/s are not eligible for returns?

Unless the items received are damaged or faulty, some items in our website cannot be returned for refund or exchange. These are:

  • All women’s, men’s and kid’s intimates

  • All swimwear

  • Cosmetics

  • Jewelries such as earrings (pierced items)

  • Skincare products

  • Personalized or custom made products

  • Bulky Items – we will advised you further on this when we received your email return request as bulky items will attract additional shipping charges

WARRANTY

Are there warranties on the items that you sell?

Items sold at uskoop.com.ph have warranties provided by their respective retailers and manufacturers. As we only buy on behalf of you and based on which retailers/merchants you have selected, Uskoop does not offer any additional warranties of its own. However, we will be happy to help you to liaise with the source retailers/merchants on your behalf. If you need any further assistance, please contact us at support@uskoop.com.ph

  

REFUNDS

How soon will you process the refund?

At Uskoop, we will start processing the refund as soon as we have received, inspected and evaluated your returned items. This may take up to two business days after which we will submit the refund request to the bank. Please note that credit card refunds may take up to at least 5-15 business days depending on the banks’ own processing time.