Quick answer

If goods you bought in the Philippines are defective or materially different from what was promised, tell the seller promptly, document the problem, and demand the remedy the law allows. For a product with a quality defect, the supplier generally has 30 days to correct it. If the defect remains, you may choose a replacement, reimbursement, or a proportionate price reduction. The law allows an agreed correction period of 7 to 180 days, and permits immediate use of those alternatives when replacing defective parts would jeopardize the product’s quality or characteristics and reduce its value. (lawphil.net)

If a paid service was performed badly or did not match the offer, you may demand proper performance at no additional cost where applicable, reimbursement, or a proportionate price reduction. If the service was never performed, first look at the agreed scope and date, then demand performance or return of the payment in writing. The appropriate remedy can depend on the contract, the reason for nonperformance, and whether any usable work was delivered. (lawphil.net)

Work out what went wrong

A useful demand identifies the problem precisely:

Defective goods: State what fails, when you discovered it, and how the item differs from its description, label, advertisement, or normal intended use. An Article 100 claim concerns an imperfection in quality; the separate warranty terms may also matter. (lawphil.net)
Poorly performed services: Identify the promised result and the work actually done. Article 102 of the Consumer Act covers services that are inadequate for their reasonably expected purpose, lose value, or conflict with the offer or advertisement. (lawphil.net)
Services not performed at all: Identify the agreed date or condition for performance, what you paid, and whether the provider gave a valid explanation or proposed a new arrangement. Keep the contract and messages: they will matter in deciding whether you can end the arrangement and recover your payment.

A change of mind alone is different from a defect or breach. DTI says a shop may decline a return for a sound product, and that buyer mishandling may defeat a defect claim. Terms such as “as is” and the condition of secondhand goods also require close attention to what was disclosed and agreed. (Fair Trade Enforcement Bureau)

Make a clear written demand

Contact the seller or service provider through a channel that leaves a record. You can use this wording and adjust it to your facts:

I paid ₱[amount] on [date] for [item or service], order/reference number [number]. The agreed description or work was [brief description]. On [date], I found [specific defect or failure to perform]. I have attached [receipt, photos, contract, and relevant messages]. I request [specific remedy] under our agreement and applicable consumer law. Please confirm how and when you will resolve this, including arrangements for inspection or return where needed, by [reasonable date].

Ask for a refund to your original payment method if that is the remedy you seek; do not assume a store credit is an acceptable substitute. If you seek a replacement, specify the model or equivalent promised. If the provider offers a repair or another service date, get the scope, cost, and completion date in writing before agreeing. The Article 100 correction period is a legal rule for product quality imperfections; the response date in your letter is simply a practical deadline for an answer. (lawphil.net)

Keep the item, packaging, accessories, and proof of purchase where possible. Photograph the defect and serial number; save the listing before it changes, the warranty, delivery records, payment confirmation, and every exchange with the business. For services, preserve the quotation, agreed schedule, work orders, before-and-after photos, and evidence of any missed appointment or unfinished work. Record when and to whom you reported the problem. If the product poses an immediate safety risk, stop using it and seek appropriate medical or emergency help if someone has been hurt.

Know the limits of “no return, no exchange”

A shop sign cannot remove remedies for a qualifying defective product. DTI explains that consumers may pursue repair, replacement, or refund for imperfections or defects despite a “no return, no exchange” policy. That does not mean every defect automatically entitles the buyer to an immediate full refund: Article 100 sets out a correction period and specific circumstances for moving directly to the alternative remedies. (Fair Trade Enforcement Bureau)

For services with a quality imperfection, Article 102 lets the consumer choose, as applicable, proper performance without extra cost, immediate reimbursement, or a proportionate reduction. A supplier’s lack of knowledge of the imperfection does not itself excuse liability under the Act. (lawphil.net)

If you bought through an app or website

Raise the dispute with the online merchant and use the platform’s complaint process promptly; save screenshots of its deadlines and your submission. The Internet Transactions Act recognizes an online consumer’s right to pursue repair, replacement, refund, or other applicable remedies for a defect, malfunction, loss without the consumer’s fault, warranty failure, or the merchant’s contractual liability. When a replacement or refund is granted, the merchant is generally entitled to the original goods back without cost to the consumer, within a reasonable period, unless the parties agree otherwise. Keep proof when you hand the parcel to a courier. (lawphil.net)

Platform procedures can help resolve a dispute, but do not let an in-app countdown distract you from preserving your evidence or seeking the legal remedy that fits the facts.

Escalate an unresolved complaint

If the business refuses or stops responding, submit a consumer complaint to the Department of Trade and Industry. DTI lists its Consumer CARe portal for online filing. For complainants in Metro Manila, its filing guidance also lists a complaint letter or form by email to consumercare@dti.gov.ph, or in-person filing with the Fair Trade Enforcement Bureau. Include a short chronology, the business’s identity, your requested remedy, and copies of your supporting records. (Fair Trade Enforcement Bureau)

Check the right agency if the purchase concerns a specially regulated service or product. If mediation does not resolve the matter, ask DTI about the applicable formal complaint process; do not assume that submitting an initial complaint itself secures a refund.

Act promptly. Article 169 of the Consumer Act generally sets a two-year period for claims under the Act, measured from the completed transaction or the relevant unfair act, and from discovery for hidden defects. How a warranty affects the start of that period may depend on the facts and the governing decision. Seek legal advice early if a substantial sum, injury, repeated failed repairs, an approaching deadline, or a disputed contract is involved. (lawphil.net)

Common mistakes to avoid

Sending only “refund me” without identifying the purchase, defect, promise, and requested remedy.
Discarding the item or deleting the listing and chat history before documenting them.
Accepting a verbal repair or rescheduling promise without a written record.
Treating a store’s return window as the complete statement of your legal rights.
Demanding an immediate refund for every product fault without checking the Article 100 correction rule and its exceptions.
Waiting until a warranty or possible claim deadline is close before raising the issue.

FAQ

Do I need the original paper receipt?

Provide the strongest proof you have: an electronic receipt, order page, payment record, delivery confirmation, warranty card, or messages identifying the transaction. The business may dispute a claim if it cannot verify what was bought or from whom, so preserve several forms of proof.

Can the seller insist that I deal only with the manufacturer?

Do not accept that answer without checking the basis of your claim. Article 100 makes suppliers jointly liable for covered product quality imperfections; written warranty obligations may identify a warrantor and a service process. Give the seller your written demand and keep a record of any referral. (lawphil.net)

What if the replacement item is unavailable?

Article 100 permits substitution with a different kind, brand, or model when replacement is impossible, with an appropriate price difference paid or refunded. Reimbursement and a proportionate price reduction are also among the specified alternatives when the legal conditions are met. (lawphil.net)

Can I demand a refund for a service that was never done?

Yes, make a written demand explaining the promised work, payment, missed performance, and remedy sought. Whether the full amount is recoverable can turn on the agreement, any work actually provided, and the reason performance failed. For a service performed with a quality imperfection, Article 102 expressly provides reimbursement as one of the consumer’s options. (lawphil.net)

This is general Philippine legal information, not advice on a particular dispute. Laws and procedures were checked against the linked statutes and DTI guidance on 23 September 2026.