RETURN AND REFUND POLICY

Mostaco Marketing Return and Refund Policy

We want you to be completely satisfied with your purchase from Mostaco Marketing. This policy outlines the conditions under which you can return a product and receive a refund, in accordance with the Consumer Act of the Philippines (R.A. 7394) and other relevant regulations.

Scope and Applicability

This policy is applicable to all corporate accounts. For government accounts, we strictly adhere to the specific terms and conditions stipulated in the official Request for Quotation (RFQ) and/or Purchase Order (PO).

Grounds for Return and Refund

Under Philippine law, a return or refund is legally required for the following reasons:

• Defective or Damaged Products: The item is found to have a factory defect, is not working as intended, or was damaged upon delivery.
• Wrong Product Delivered: You received an item that is different from what you ordered (e.g., incorrect size, color, or model).
• Product is Unfit for its Intended Purpose: The item does not perform the function for which it was purchased.
• Breach of Warranty: The product fails to meet the terms of a warranty provided by the manufacturer or seller.

Important Note: A change of mind is not a valid reason for a return or refund under Philippine law.

Return Period

We offer a generous 45-day return period for unused, non-defective products, which is longer than the standard 7-day period mandated by the Department of Trade and Industry (DTI). This gives you extra time to ensure you’re happy with your purchase.

For returns due to the reasons listed in Section 1 (defective, damaged, or wrong items), the return period is also 45 calendar days from the date of receipt, ensuring you have ample time to report any issues.

Options for Your Return: Replacement, Refund, or Store Credit

Instead of a return and refund, you have the option of a replacement with an item of similar value. This is particularly useful if the item you received is defective, damaged, or incorrect.

Upon approval of your return, you can choose one of the following:

• Replacement: We will replace the item with a new one of similar value, subject to product availability.
• Full Refund: We will process a full refund, excluding the initial shipping cost.
• Store Credit: We can issue a store credit for the full value of your purchase, which you can use for a future transaction with us.

How to Initiate a Return

To start a return process, please follow these steps:

• Contact Us: Send us an email or call us within the specified return period.
• Provide Details: Include your order number, a clear description of the item you wish to return, and the reason for the return. If the item is defective or damaged, please attach photos or videos.
• Receive Authorization: Do not send the item back before receiving confirmation and return instructions from our team. We will review your request and provide you with a Return Authorization Number (RAN).
• Ship the Item: Securely package the item and send it back to the address we provide. We highly recommend using a shipping service that provides a tracking number and insurance, as we are not responsible for items lost or damaged during the return shipment.

Condition of Returned Items

Returned items must be:

• Unused and in original condition: The product must not show any signs of use or wear.
• In original packaging: All original tags, labels, manuals, and accessories must be included.

Items returned in an unsuitable condition, or missing parts, may not be eligible for a refund or may be subject to a restocking fee to cover the cost of inspection and repackaging.

Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

• If Approved: Your chosen option (replacement, refund, or store credit) will be processed. For refunds, the amount will be refunded to you via bank deposit, bank transfer, or check. Please allow 1-2 weeks for the refund to be processed and for the amount to reflect in your account.
• If Rejected: If the return does not meet our policy criteria, we will inform you and send the item back to you at your expense.

Note: We cannot issue a refund without the actual physical receipt of the item(s) or verifiable proof of return delivery.

Non-Refundable and Non-Returnable Items

• Customized Products: Items that have been custom-made or personalized for you, such as custom-sized thermal papers, printed continuous forms, or other custom-printed materials, are considered final sale and cannot be returned or refunded unless they are found to be defective or were incorrectly made by us.
• Discounted Items: All items purchased on sale or at a discount are considered final sale and are not eligible for a return or refund.
• Products from Other Sellers: We cannot issue refunds for products purchased from other entities, such as distributors or retail partners. Please contact the original seller for their return policy.

Policy Updates

Any changes to this policy will be posted immediately with an updated Last Updated date. We encourage you to review our policy periodically to stay informed about our return and refund procedures.

This policy was created to provide you with a clear and fair return process. If you have any questions, please feel free to contact us.