Quick answer

If a product is defective or a paid service was not delivered as promised, tell the seller or service provider promptly, explain what went wrong, and request a specific remedy in writing. Depending on the problem, Philippine law may support repair, replacement, completion or proper performance of the service, a price reduction, or a refund. Keep the item and your proof of purchase while the complaint is being resolved. (lawphil.net)

A refund is not automatic for every defect. For a product with a quality defect that can be corrected, the Consumer Act generally allows 30 days to correct it before the consumer chooses a replacement, reimbursement, or price reduction. The parties may agree on a different correction period, but it must be between 7 and 180 days. The Act allows an immediate choice of those remedies when replacing defective parts would compromise the product’s quality or characteristics and reduce its value. A different rule applies to deficient services: the Act gives the consumer a choice of proper performance at no additional cost, reimbursement, or a proportionate price reduction. (lawphil.net)

Work out what you are entitled to request

Defective goods

A product may have a quality problem if it is unfit or inadequate for its intended use, has lost value because of an imperfection, or does not match its label, packaging, or advertising. Under Article 100 of the Consumer Act of the Philippines, the consumer can seek correction of the imperfection. If the applicable correction period passes without a fix, the consumer may choose a replacement of the same kind in proper condition, reimbursement, or a proportionate price reduction. If the requested replacement is unavailable, the Act also addresses substitution with a different kind, brand, or model and adjustment of any price difference. (lawphil.net)

A written warranty can provide additional commitments. Read its coverage, notice requirements, and promised response period, but do not assume that the absence or expiry of a store warranty settles every possible legal claim. The facts, the type of defect, and the applicable legal remedy still matter. (lawphil.net)

Services that were not performed or were done improperly

First compare the work delivered with the agreement: what was promised, when it was due, what you paid, and what—if anything—was completed. Article 102 of the Consumer Act addresses services that are inadequate for their reasonably expected purpose, lose value because of poor quality, or do not match the offer or advertisement. It lets the consumer request, as applicable, performance without an extra charge, reimbursement of the amount paid, or a proportionate price reduction. (lawphil.net)

Where nothing was performed, demand performance by a clear date or the return of the payment for the undelivered service. If only part was performed, account for what was actually delivered before demanding a full refund. The contract, any agreed cancellation terms, and the circumstances of the failure may affect the amount recoverable. The Civil Code also provides remedies for a party’s failure to meet a contractual obligation; a substantial breach and a minor shortcoming may lead to different outcomes. (lawphil.net)

Online purchases

Buying through an app or marketplace does not remove your legal remedies. Section 20 of the Internet Transactions Act recognizes repair, replacement, refund, and other remedies under applicable law when goods are defective, malfunction, are lost without the consumer’s fault, or fail to conform to a warranty or the seller’s contractual obligations. If you receive a replacement or refund, the merchant is generally entitled to the original goods back at no cost to you, within a reasonable period, unless you agree otherwise. (lawphil.net)

Make a demand the business can act on

Preserve proof. Save the receipt or payment record, order confirmation, listing or advertisement, warranty, contract, messages, and any promised completion date. Photograph or record the defect and keep the packaging, model or serial number, and any inspection or repair report. For an unperformed service, keep a dated record of appointments, missed work, and requests for an update.
Contact the seller or provider in writing. Identify the transaction, describe the problem factually, state when you discovered it, and attach copies of the key evidence. Address the business you dealt with; if a manufacturer or warranty provider is involved, send it the relevant notice too.
State your requested remedy and a reasonable response date. For a correctable product defect, acknowledge any applicable correction period. For a service, specify the work you still require or the amount you want returned. Ask the business to confirm how it will collect an item or process a refund.
Keep the exchange documented. Save your message, proof it was sent, and every response. Get any repair, replacement, or settlement promise in writing. Before handing over an item, obtain a dated acknowledgment describing its condition and accessories.

A short demand can say: “I paid ₱[amount] on [date] for [product or service]. [Describe the defect or work not performed.] Attached are my proof of payment and supporting records. I request [specific remedy] under our agreement and applicable consumer law. Please confirm your proposed resolution by [date].”

If the business refuses or does not respond

You can bring a consumer complaint to the Department of Trade and Industry (DTI) where the matter falls within its authority. DTI provides information on filing a consumer complaint; its guidance for complainants in Metro Manila lists the DTI Consumer CARe portal and other submission options. Check the current instructions for your location and transaction before filing. (Fair Trade Enforcement Bureau)

DTI’s consumer complaint process includes mediation. If mediation fails, its guidance says a complainant may pursue a formal complaint before the Adjudication Division after receiving a Certificate to File Action. DTI describes the available consumer relief there as repair, replacement, or refund; it says an adjudication officer cannot award additional damages and expenses through that process. Claims for such amounts may require action in the regular courts. (Fair Trade Enforcement Bureau)

Check whether a specialized regulator or a sector-specific procedure applies to your purchase or service. DTI may direct a complaint outside its jurisdiction to the appropriate agency. If you have suffered injury, substantial financial loss, or a disputed contractual breach, get legal advice promptly about the correct forum and any applicable filing deadline. (DTI)

Deadlines and mistakes to watch for

The 30-day period in Article 100 concerns correction of a product’s quality imperfection; it is not a universal deadline for reporting every consumer complaint or obtaining every refund. Different warranties, claims, and contracts can have different time limits. For example, the Civil Code’s rules on hidden defects are distinct from a written warranty claim. Raise the issue as soon as you can and seek advice early if a limitation period may be approaching. (lawphil.net)

Avoid these common missteps:

Accepting “no return, no exchange” as an answer to a genuine defect. DTI says that policy cannot defeat the consumer’s remedies for defective products. A simple change of mind is a different situation. (fairtrade.dti.gov.ph)
Discarding the item or repairing it yourself before documenting the problem. That can make the defect and its cause harder to establish. If the item is unsafe, stop using it and preserve it where safe to do so.
Asking for a full refund without accounting for services already delivered, or assuming every product defect requires an immediate refund. Match the demand to the facts and the applicable remedy.
Missing a platform dispute window while discussing the issue privately. For an online order, preserve the in-app record and use the available dispute process promptly alongside your written demand.

Frequently asked questions

Can the store insist on repair instead of a refund?

For a correctable product quality imperfection, Article 100 generally provides a correction period before you choose replacement, reimbursement, or a price reduction. Its immediate-remedy exception may apply where replacing defective parts would compromise the product and reduce its value. The answer depends on the defect and what remedy is legally available on those facts. (lawphil.net)

Can I demand a refund if the service provider never showed up?

You can demand that the agreed service be performed or seek the return of money paid for work that was not delivered. Put the agreement, payment, due date, and missed appointment in writing. Whether a full refund is due depends on the contract and whether any part of the service was provided. (lawphil.net)

Do I need a printed receipt?

A receipt is useful, but preserve every available record that identifies the transaction: an electronic receipt, order history, bank or e-wallet payment record, contract, and messages. Submit the clearest combination of documents you have rather than abandoning a complaint because one piece of paper is missing.

When should I seek help urgently?

Seek prompt medical help for an injury or dangerous product. Seek legal or agency help quickly if the business denies the transaction, evidence may disappear, the amount is substantial, a filing deadline may be near, or the dispute involves a specialized service. Preserve the product and records while getting help.

General information only, not legal advice for a particular dispute. Sources and procedures checked 23 September 2026; confirm current filing instructions with the agency handling your complaint.