Returns & Exchange

How long does it take to exchange/return my item?

Want to return an item for exchange or refunds but not sure how long it will take? Fear not, we’ve outlined the different timings below! In a hurry to get your refund? Make sure to choose wallet credit when returning your item!

Returns

For return items picked up and dropped off within Metro Manila, it’ll take 5-7 working days to reach our warehouse, while return items picked up and dropped off from other areas in Luzon will take 7-9 working days. For return items coming from Visayas and Mindanao, your item will be with us in 10-12 working days.

To track your 2GO or LBC returns, head on over to their websites and key in the tracking number given to you during the drop-off.

Exchange

Count down the days until you receive your exchange orders using the table below, starting from the time your return item was picked up or the time you dropped it off at 2GO, or LBC branches.

We’ll keep you in the loop by getting in touch when your return item reaches our warehouse and again when it’s ready for redelivery.

For more information on Delivery Times, click here.

NCR: 9 – 13 working days
Provincial Areas: 14 – 17 working days

Refunds

Count down the days until you receive your refund using the table below, starting from the time your return item was picked up or from the time you dropped it off at an LBC or select 2GO branches. Remember that after we process your return, your bank will still need time to process your refund.

Want to get your refund in the shortest possible time? Choose to get your refund via My Wallet and use your refunded wallet credit to shop again! For all other methods, check this table to know how long your refund will take:

 

Choose to refund via: Transfer to HUBientshop warehouse and Quality Check When will I get my refund?
If you are returning from Metro Manila If you are returning from other areas in Luzon If you are returning from Visayas and Mindanao
Wallet Credit 5 – 7 working days 7 – 9 working days 10 – 12 working days Right away! You’ll get your wallet credit refund as soon as your returned item passes Quality Check.
Credit Card, Paypal, Google Pay 6 – 9 working days 8 – 11 working days 11 – 14 working days After HUBientshop processes the reversal, you will see the changes on your next billing statement.
Debit Card 6 – 9 working days 8 – 11 working days 11 – 14 working days After HUBientshop processes your refund, you will see the changes in your account in 30-45 calendar days.
GCash 8 – 12 working days 10 – 14 working days 13 – 17 working days You will receive a message from our payment partner as soon as your refund is available in your GCash account.
Bank Transfer 8 – 12 working days 10 – 14 working days 13 – 17 working days You will receive a message from our payment partner as soon as your refund is available in your bank account.

Important Reminders

BDO Debit reversals: Your bank may charge you a processing fee that could affect the amount of your refund. Contact your bank/card issuer to inquire about this.

GCash: By default, orders paid with GCash are refunded as HUBientshop Wallet Credit. If you wish to be refunded via GCash, follow these steps:

  • Step 1: When requesting for a refund on our website/app, choose “Cash” as your mode of refund.
  • Step 2: Click the link that appears on the screen. This will lead you to a Google Form.
  • Step 3: Input your NAME, ORDER NUMBER (for the refunded transaction), and MOBILE NUMBER* and submit.
  • Step 4: After HUBientshop finishes processing your refund (3-5 days after you submit the form), you’ll get a message from our payment partner once your GCash refund has been sent to the mobile number you entered in Step 3.
  • *We can only send GCash refunds to the same mobile number you used to pay for the original order.

Refunds and Return Policy

1. Application for Returns/Refunds

Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the HUBientshop Guarantee Period as stated in the Terms of Service.

HUBientshop Guarantee is a service provided by HUBientshop, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using HUBientshop Guarantee.

2. Application for the Return of an Item

Buyer may only apply for the refund and/or return of the Item in the following circumstances:

• The Item has not been received by Buyer;
• The Item was defective and/or damaged on delivery;
• Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
• By way of private agreement with Seller and Seller must send his/her confirmation to HUBientshop confirming such agreement.

Buyer’s application must be submitted via the HUBientshop mobile app.

HUBientshop will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful. In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to HUBientshop to request HUBientshop to continue to hold the purchase monies until a formal determination is available. HUBientshop will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. No Change of Mind

Unless stated in this Refunds and Return Policy, Buyer may not apply for the return of the Item and/or refund due to a change of mind.

4. Rights of Seller

When HUBientshop receives an application from Buyer for the return of the Item and/or refund, HUBientshop will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by HUBientshop in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should HUBientshop not hear from Seller within the Stipulated Period, HUBientshop will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. HUBientshop will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

5. Condition of Returning Item

To enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

6. Cost of Returning an Item

The Buyer and Seller will discuss and mutually agree on who will bear the logistic cost of returning the Item.

7. Refunds

Buyer will only be refunded after HUBientshop has received the confirmation from Seller that Seller has received the returned Item. In the event where HUBientshop does not hear from Seller within a specified time, HUBientshop will be at liberty to refund the applicable sum to Buyer without further notice to Seller. For more information on Seller’s response time limits, please click this link. The refund will be made through a payout to the Buyer’s HUBientshopPay account. HUBientshopPay’s Terms of Service can be found at this link.

8. Communication Between Buyer and Seller

HUBientshop encourages Users to communicate with each other in the event where problem arises in a transaction. As HUBientshop is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.