ORDER CANCELLATION, RETURN & REFUND POLICY
At SMAI Philippines, we want customers to clearly understand our policies regarding order cancellations, returns, and refunds before completing a purchase.
Customers are responsible for reviewing their order details, including the product, size, color, quantity, price, and availability status before completing payment.
1. PRODUCT AVAILABILITY
Products on the SMAI Philippines website may be identified as ON HAND or MADE TO ORDER / PRE-ORDER.
Products marked ON HAND are currently available in our local inventory, subject to stock availability at the time the order is processed.
Products marked MADE TO ORDER / PRE-ORDER are not currently available in our local inventory and are not available for immediate delivery.
Customers purchasing these products should review our Pre-Order / Made-to-Order Information page before completing their order.
2. CUSTOMER-REQUESTED CANCELLATIONS
Customers are responsible for carefully reviewing all order information before completing payment.
Cancellation requests resulting from circumstances such as:
- change of mind;
- ordering the wrong product, size, color, or quantity;
- failure to notice that an item was identified as Made to Order / Pre-Order; or
- deciding after payment that the customer no longer wishes to wait for a Made-to-Order / Pre-Order product
will be considered customer-requested cancellations.
Approval of a customer-requested cancellation is subject to the status and circumstances of the order and applicable consumer protection laws.
Where a cancellation and refund are approved, any actual payment-processing fees that are not returned to SMAI Philippines by the payment processor may be deducted from the refund, to the extent permitted by applicable law.
3. CREDIT & DEBIT CARD / PAYPAL PAYMENTS
Credit and debit card transactions on the SMAI Philippines website are currently processed through PayPal.
When an approved refund involves a payment processed through PayPal, the refund will generally be issued back to the original payment method used for the transaction.
Certain payment-processing fees charged to SMAI Philippines may not be returned by PayPal when a transaction is refunded.
For customer-requested cancellations, any actual non-refundable processing fees may therefore be deducted from the amount returned to the customer, where permitted by applicable law.
4. RETURNS
All returns require prior authorization from SMAI Philippines.
To qualify for an approved return, merchandise must be:
- unused and unworn;
- in the same condition in which it was received;
- free from signs of use, wear and tear, washing, alteration, or customer-caused damage;
- accompanied by all original tags and labels; and
- returned in its original packaging.
Items that have been worn, used, washed, altered, damaged, or otherwise rendered unsuitable for resale may not qualify for a discretionary return.
Customers must contact SMAI Philippines before returning merchandise. Sending an item back without prior authorization does not automatically constitute an approved return or guarantee a refund.
5. RETURN SHIPPING & DELIVERY CHARGES
For discretionary or customer-requested returns, return shipping or delivery costs are generally the responsibility of the customer.
Original shipping, delivery, or fulfillment charges may be non-refundable where applicable.
This does not apply where applicable law requires SMAI Philippines to bear such costs because the merchandise supplied was defective, incorrect, damaged, or otherwise failed to conform to the customer’s order.
For additional information regarding shipping and delivery, please review our Shipping & Delivery Policy.
6. DEFECTIVE, DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS
If a customer receives a product that is defective, damaged, incorrect, or materially different from what was ordered, the customer should contact SMAI Philippines promptly so the matter can be reviewed.
Depending on the circumstances and applicable law, an appropriate remedy may include replacement, repair, refund, or another remedy required under Philippine consumer protection law.
Nothing in this policy is intended to remove, restrict, or waive any consumer right or remedy that cannot legally be waived.
7. REFUND PROCESSING
Approved refunds will be processed using the customer’s original payment method whenever reasonably possible.
The time required for a refund to appear in the customer’s account may depend on PayPal, the customer’s card issuer, bank, or other financial institution.
SMAI Philippines does not control processing times imposed by third-party payment providers or financial institutions after a refund has been successfully submitted.
Any applicable non-refundable payment-processing fees for a customer-requested cancellation will be handled in accordance with Section 3 of this policy and applicable law.
8. MADE-TO-ORDER / PRE-ORDER CANCELLATIONS
Made-to-Order / Pre-Order products are subject to the terms stated on our Pre-Order / Made-to-Order Information page.
Customers are responsible for reviewing a product’s availability status before completing payment.
A customer’s failure to notice that an item was identified as Made to Order / Pre-Order, or a later decision that the customer no longer wishes to wait for the product, does not by itself mean that the product was incorrectly represented by SMAI Philippines.
Any cancellation or refund request involving a Made-to-Order / Pre-Order product will be reviewed under this policy, the applicable Pre-Order / Made-to-Order terms, and Philippine consumer protection law.
9. CUSTOMER ACKNOWLEDGEMENT
By placing an order through the SMAI Philippines website, the customer acknowledges that they are responsible for reviewing their order details and the availability status of the products being purchased.
Customers may be required at checkout to expressly acknowledge and agree to this Order Cancellation, Return & Refund Policy before payment options are enabled.
Customers purchasing a Made-to-Order / Pre-Order product may also be required to separately acknowledge the applicable Pre-Order / Made-to-Order Information before completing their order.
10. APPLICABLE CONSUMER LAW
This policy establishes SMAI Philippines’ procedures regarding voluntary cancellations, returns, and refunds.
Nothing in this policy is intended to waive, restrict, or override any rights or remedies that cannot legally be waived under applicable Philippine consumer protection laws.
Where any provision of this policy conflicts with a mandatory consumer protection requirement, the applicable law shall prevail.