If a seller or service provider refuses to refund you in the Philippines, you have several overlapping remedies—administrative, civil, and (in limited cases) criminal. This guide explains your rights, how to prepare a strong complaint, where to file (and why), timelines, and practical strategies that actually move cases.

1) Your legal anchors (plain-English)

Consumer Act of the Philippines (Republic Act No. 7394). Core statute on unfair or deceptive sales acts, product/service warranties, price tag rules, and the prohibition of “No Return, No Exchange” policies. DTI enforces most of this.
Financial Consumer Protection Act (Republic Act No. 11765). If the dispute involves banks, e-money, credit cards, lending/fintech, insurance, investments, or pawnbroking, this law guarantees complaint handling and escalation through the financial regulators (BSP, SEC, Insurance Commission, CDA).
E-Commerce Act (RA 8792). Electronic documents and signatures are valid; screenshots, emails, platform records, and chat logs can prove transactions.
Data Privacy Act (RA 10173). Ensures you can request your transaction data from a business for evidence and that your personal data in the dispute is handled properly.
Civil Code. Rights against breach of contract (including rescission and damages), remedies for hidden defects in goods, and liability for bad-faith conduct (Arts. 19–21). Select prescriptive periods: 10 years for actions on written contracts; 6 years for oral contracts; 4 years for quasi-delict; 6 months from delivery for hidden defects in sale of goods.
Sector-specific rules that create refund rights. Examples:
- Air travel: Passenger Bill of Rights (DOTC–DTI Joint Admin. Order No. 1, s. 2012) for cancellations, overbooking, delays, and misrepresentation.
- Telecoms/Internet: National Telecommunications Commission (NTC) service standards and complaint process.
- Public transport fares & rides: LTFRB (e.g., TNVS fare or surcharge issues).
- Energy/water: ERC, DOE, MWSS/LWUA for overbilling/service failures.
- Tourism/hospitality: DOT/Civil Aeronautics Board/Maritime Industry Authority depending on the service.
- Competition/false claims at scale: Philippine Competition Commission (PCC) for systemic deceptive or anti-competitive behavior.

2) When are you entitled to a refund?

You typically have a right to a refund or replacement/repair if any of the following are present:

Non-delivery or late delivery beyond promised or reasonable time.
Item not as described / defective (material defects, hidden defects, or unsafe products).
Service not rendered or rendered in a materially deficient way.
Deceptive or unfair sales practice (bait-and-switch, false scarcity, false “final sale,” “no return” signage, coerced add-ons, undisclosed fees).
Cooling-off contexts (e.g., home solicitation or direct selling; check your contract—many provide 3–7 days).
Statutory passenger rights (airline cancellations, overbooking, long tarmac delays).
Platform/merchant policy granting a refund that the seller is refusing to honor.

Practical note: “No return, no exchange” signs are unlawful. A seller may set reasonable conditions (e.g., return within X days; item unused), but they cannot deny remedies for genuine defects or misrepresentation.

3) Build your case first (documentation checklist)

Create a simple evidence file. Aim for clarity and chronology.

Core documents

Government-issued ID (for filing and receiving communications).
Proof of payment (official receipt, e-receipt, bank/GCash statement, card slip).
Transaction records (order page, invoice, contract, booking, policy or T&Cs).
Communications (emails, platform messages, SMS/Viber/WhatsApp/FB chat).
Photos/videos of defects or service failures; unboxing videos help.
Delivery records (AWB, rider notes, tracking screenshots).
Refund policy screenshots (merchant’s website/platform page).
Timeline memo: bullet list of dates (purchase, delivery, issue found, first complaint, follow-ups).

If finance is involved (card, e-wallet, lending)

Dispute/chargeback form from issuer.
Transaction IDs, ARN (acquirer reference number) if available.
Written response (or lack thereof) from the financial service provider.

If travel/airline

Booking reference, e-ticket, rebooking/flight status screenshots, advisory notices.

4) Demand first; escalate second (best-practice sequence)

Send a written demand to the merchant (email + platform chat + page contact form).
- State the facts and what you want: full refund, or repair/replacement, or price reduction.
- Give a clear deadline (e.g., 7 calendar days).
- Attach proofs. Request a written reply.
- Keep the tone factual; avoid insults or threats.
Use the platform/issuer process in parallel (if applicable).
- Marketplaces / food delivery / ride-hailing: open a ticket within the platform’s prescribed window.
- Credit/debit card: file a chargeback or transaction dispute with your issuing bank—many schemes require filing within 120 days from the transaction or expected delivery.
- E-wallets/fintech: raise a complaint inside the app; the FCP Act requires a documented response and escalation channel.
Escalate to the correct regulator if the seller refuses or ghosts you.

5) Where to file (choose by subject matter)

Most retail goods/services (in-store or online) → DTI

Start with DTI Consumer Care channels. The flow is usually mediation (conciliation) first; if unresolved, adjudication may issue a decision ordering refund/replacement/repair and imposing administrative fines.
Useful for deceptive acts, unlawful “No Return” policies, price tag violations, warranty issues, and many online purchases.

Financial products/services → Regulator under RA 11765

Banks, e-money, credit cards, remittance, payments: BSP.
Securities/investments, lending companies, financing companies, online lending platforms: SEC.
Insurance, HMOs, microinsurance: Insurance Commission. (Each regulator has a formal complaints portal and escalation ladder. Start by lodging a complaint with the institution; if unresolved or mishandled, raise to the regulator with your case file.)

Telecoms/Internet speeds/billing → NTC

File if promised speeds/availability/billing credits aren’t honored.

Airlines / flight disruptions → CAB (Civil Aeronautics Board)

Invoke the Passenger Bill of Rights (e.g., full refund for cancellations not due to force majeure; compensation/vouchers per rules).

Public land transport fares / TNVS issues → LTFRB

For unauthorized surcharges, overcharging, or non-delivery of paid bookings.

Utilities (electricity) → ERC; (fuel) → DOE; (water) → MWSS/LWUA

Use for overbilling, outage credits, misbilling, or substandard service.

Widespread deceptive conduct / cartels → PCC

If the practice is systemic (e.g., platform-wide dark patterns or coordinated price-fixing), file an information/referral.

6) What to expect procedurally

A. Mediation / Conciliation

Timeline: Typically scheduled within weeks.
Goal: Voluntary settlement—refund, repair, replacement, or store credit/cashback—memorialized in a written agreement.
Tip: Bring a number you can live with (e.g., refund + return shipping; partial refund if you choose to keep a slightly defective item).

B. Administrative Adjudication (e.g., DTI)

Trigger: Mediation fails or respondent defaults.
Process: Position papers, verified affidavits, and documentary evidence; a hearing may be set.
Outcome: A Decision/Order directing a refund/repair/replacement and possibly administrative fines and compliance directives.
Enforcement: Orders are enforceable; noncompliance can lead to additional penalties and, in serious cases, business closure.

C. Judicial Options (in parallel or after)

Small Claims (no lawyers required; streamlined): money claims up to ₱1,000,000 (current threshold) for refunds/damages arising from transactions.
Regular civil action for breach of contract, rescission, damages, or to enforce warranties.
Criminal complaints (rare; e.g., consumer safety violations, certain frauds).

Strategy: Many consumers file both an administrative complaint (to pressure compliance) and a Small Claims case (to secure a judgment for the money). This two-track approach often accelerates settlement.

7) Remedies: what you can realistically get

Refund (full or partial) including shipping/fees when the item/service is defective, not as described, or not delivered.
Replacement/repair (at seller’s expense) within a reasonable time; repeat failures can justify a refund.
Price reduction (quanti minoris) if you keep the item with defects.
Incidental damages (e.g., return shipping, proven out-of-pocket costs) and, in bad-faith cases, moral/exemplary damages under the Civil Code.
Administrative fines and compliance orders (paid by the business to the government), plus corrective notices to consumers.

8) Deadlines & prescription (watch these!)

Platform windows (e.g., “7 days to return,” “24–72 hours to dispute”): follow strictly; missing them weakens your case, even if not fatal legally.
Card chargebacks: commonly within 120 days of transaction or expected delivery (scheme/issuer rules vary).
Civil Code:
- Written contracts: 10 years
- Oral contracts: 6 years
- Quasi-delict (torts): 4 years
- Hidden defects in goods: 6 months from delivery
Agency procedural deadlines: When you receive orders or resolutions, calendar appeal periods (often 15–30 days).

9) Framing your complaint (make it easy to grant)

Elements your complaint should cover

Parties & transaction (who, what, when, how much).
Contract/policy terms (attach the exact refund/warranty language or statutory rule).
Breach or defect (facts + photos/screenshots).
Efforts to resolve (demand letter, platform ticket #, issuer dispute #).
Relief sought (refund amount + incidentals + return shipping; or replacement/repair).
Legal basis (cite RA 7394; RA 11765 if financial; Civil Code warranties; Passenger Bill of Rights, etc.).
Prayer (clear, concise list of what you want ordered).
Verification & attachments (simple verification/attestation and an exhibit list).

10) Sample one-page demand letter (you can adapt)

Subject: Demand for Refund – [Order/Receipt No., Date] To: [Merchant/Manager Name] – [Business Name]

I purchased [item/service] on [date] for ₱[amount] via [payment method/platform]. The product/service is [defective/not as described/not delivered/failed to perform] as shown in Exhibits A–C.

Under the Consumer Act (RA 7394) and the Civil Code on warranties and bad-faith conduct, I am entitled to a [full refund/replacement/repair]. Your posted policy also states [quote if favorable]. “No return, no exchange” policies are unlawful.

I request a refund of ₱[amount] within 7 calendar days of receipt of this letter. Please advise return logistics at your cost (if applicable). If not resolved, I will escalate to the DTI and, if necessary, file a Small Claims case and notify the relevant regulator.

Sincerely, [Your Name] [Address / Phone / Email] Attachments: Proof of payment; order page; photos; prior messages.

11) Filing tips that improve outcomes

Be specific with pesos and timelines. Adjudicators grant clear, quantified prayers faster.
Organize evidence as Exhibits A, B, C… with short captions.
Return attempts. If the merchant requires return first, keep the courier receipt and unboxing video of the return, too.
Keep packaging until the case is done; agencies sometimes inspect.
Don’t over-claim. Ask for what the law or policy clearly supports; add incidentals you can prove.
Be reachable. Missed calls or emails can delay scheduling or lead to dismissals for failure to prosecute.
Consider barangay conciliation only if it applies (individual vs individual in the same city/municipality). If the seller is a corporation or the matter is under a government agency’s special jurisdiction, barangay conciliation usually does not apply.

12) Common pitfalls (and how to avoid them)

Letting the platform window lapse. File in-app first, even while negotiating.
Only verbal complaints. Always leave a paper trail (email + ticket + letter).
Throwing every law at the wall. Focus on the strongest, clearest basis (e.g., non-delivery + RA 7394 + posted policy).
Opening the item without checking. For obvious wrong-item deliveries, film an unboxing.
Returning without proof. Photograph the item’s condition before shipping back; keep waybill and tracking proofs.
Accepting store credit when you truly need cash back—once you accept, agencies may treat it as settled.

13) Quick map of agencies & typical relief

Scenario	Primary Venue	Typical Relief
Defective retail good / deceptive ad	DTI	Refund/replacement/repair; fines; compliance order
Airline cancellation/overbooking	CAB	Full/partial refund; travel amenities/compensation per rules
ISP billing/speed failures	NTC	Billing adjustments; service restoration; penalties
Bank/card/e-wallet dispute	BSP (or SEC/IC as applicable)	Chargeback/credit; compliance order; penalties
TNVS fare/overcharge	LTFRB	Fare refund/credit; penalties; operator sanctions
Electricity overbilling	ERC	Billing correction; refund/credit; penalties

14) Template: simple DTI complaint outline (for filing form or affidavit)

Complainant: [Full name, address, contact]
Respondent: [Business name, address, contact]
Transaction details: [Date, item/service, amount, payment method]
Facts of the case: [Chronology in numbered paragraphs]
Legal bases: [RA 7394 provisions; Civil Code; relevant sector rules]
Efforts to settle: [Demand letter date; platform ticket #; issuer dispute #]
Relief sought (Prayer):
- Refund of ₱[amount];
- Return shipping at respondent’s cost;
- Damages/incidentals of ₱[amount], if any;
- Other just and equitable relief.
Attachments: [A–H]
Verification and Certification of Non-Forum Shopping (if required).

15) After you win: enforcement & follow-through

Administrative order: If the business delays compliance, notify the issuing office for execution and possible additional sanctions.
Small Claims judgment: Request writ of execution if unpaid; levy is available against bank accounts or personal property.
Card disputes: Monitor statements; if the credit isn’t posted, re-escalate with the bank’s final response and (if needed) with BSP.

16) One-page action plan (you can copy-paste this as a checklist)

Gather proofs (receipts, chats, photos, timeline).
Send a clear 7-day demand (email + platform ticket).
Start card/e-wallet dispute (if applicable).
File with the proper regulator (DTI or sector regulator) attaching the demand and exhibits.
Attend mediation; settle if fair.
If unresolved, proceed to adjudication and/or Small Claims.
Enforce the order/judgment; document compliance.

Final note

This article gives you a complete practical roadmap in Philippine context. If you’d like, I can turn your facts into a ready-to-file demand letter and a DTI complaint draft—just share your timeline, the merchant’s details, and your exhibits list.