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Shipping, Returns, and
Refunds Policy
Last Updated On 24-May-2023
Effective Date 17-May-2023
At purplestoneph.com, we place great importance on providing exceptional customer service, both for myself and the brand owners selling their products. Our utmost priority is to ensure that you have a fantastic shopping experience that you’ll be eager to share with your friends and family.
In the event that you’re not completely satisfied with your purchase, we kindly encourage you to reach out to us. Our dedicated team is committed to resolving any issues and making sure you are completely satisfied, as your satisfaction is our ultimate goal.
Purplestone values open communication among its users in the event of any issues arising during a transaction. As a platform facilitating trading, we kindly encourage buyers to reach out directly to sellers regarding any concerns regarding the purchased item. However, if attempts to find a resolution between the buyer and seller prove unsuccessful, Purplestone is committed to stepping in and mediating to help find a satisfactory resolution.
1. Overview
Our refund and returns policy lasts 7 days. If 7 days have passed since receipt of your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned.
Additional non-returnable items:
• Gift cards
• Some health and personal care items
To complete your return, we require a receipt for proof of purchase.
Please do not send your purchase back to the manufacturer.
Please do not send your purchase back to the manufacturer.
2. Shipping
2.1 Our Trusted and Reliable Partners
(a) International Shipping: DHL is a prominent international courier and logistics company. They provide express shipping services and have a strong presence in many countries around the world.
(b) Local Shipping: Ninja Van, J&T Express Philippines, LBC
• Ninja Van specializes in last-mile delivery, which involves the final leg of the delivery process from the distribution center to the customer’s doorstep. They strive to ensure prompt and efficient delivery to enhance customer satisfaction.
• J&T Express Philippines is a leading courier and logistics company that offers fast and reliable delivery services across the country. With a strong presence and an extensive network of branches, J&T Express ensures efficient package handling and timely deliveries for individuals and businesses alike.
• LBC has grown to become a trusted and recognizable brand, offering a wide range of logistics and financial solutions to individuals and businesses across the country. Known for its reliability, speed, and competitive rates, LBC has become a preferred choice for Filipinos seeking efficient and secure transportation and remittance solutions.
2.2 Seller Responsibilities
2.2.1 Accurate Product Specifications:
(a) It is imperative for sellers to measure, weigh, and pack products correctly. This involves accurately determining the dimensions, weight, and quantity of each product. These measurements should be provided during the product upload process, as couriers require this information for shipping purposes.
(b) By providing accurate information, sellers can avoid any discrepancies in shipping charges.
2.2.2 Calculating Costs and Charging Customers Appropriately:
Having the correct product dimensions is essential for calculating the accurate shipping cost during the customer checkout process. Sellers must ensure that they charge customers appropriately based on the calculated shipping costs. If there is any excess charge on the shipping cost after the courier has picked up the package, it will be deducted from your Seller balance.
2.2.3 Order Tracking:
After the seller changes the status of the customer’s purchase to “Awaiting pick up,” customers will receive the order tracking number through their email. This order tracking service is available to both domestic and international customers. It allows them to track their orders periodically and provides reassurance that their orders are secure and will arrive on time.
By fulfilling these responsibilities, sellers can enhance the customer experience by accurately calculating shipping costs, providing reliable tracking information, and ensuring the safe and timely delivery of orders.
2.3 Customer Order Tracking
After you finish checking out, a sequence of emails will be sent to you. These emails will include a confirmation of your order as well as a separate email containing the tracking number for each package and the expected delivery details. If you place an order from multiple brands, you can expect to receive a series of emails from each brand individually.
2.4 Prohibitions & Restrictions
Please be aware that these products are not approved for shipping.
• Flammable, ignitable, or volatile items
• Dangerous weapons
• Poisonous or toxic substances
• Perishables
For a comprehensive list of prohibited items imposed by our partner couriers please their prohibitions and restrictions page:
(a) DHL
(b) Ninja Van
(c) J&T Express Philippines
(d) LBC
In the event that your products are included in any of the lists, our shipping system will automatically find a courier that is able to accept and deliver your goods.
2.5 Other Costs
All rates are in PH and Vat Excluded
For deliveries outside the Philippines, it is important to note that your country may impose taxes, custom duties, and other charges. These fees are separate from the shipping fee and will be the responsibility of the customer to settle.
Rest assured, when it comes to orders shipped within the Philippines, no additional charges will be incurred.
3. Refunds
3.1 Application for returns and refunds
3.1.1 Buyer’s application must be submitted via the Returns and Refunds Page.
Before moving forward, we kindly request you to take a moment and review our Return and Refund policy. This will ensure that you are well-informed about the guidelines and procedures.
3.1.2 Eligibility
Buyers are eligible to apply for a refund and/or return of an item under the following circumstances:
(a) The item has not been received by the buyer within the expected time of delivery specified.
(b) The item was defective and/or damaged upon delivery. It is encourage that the customer takes a photo of the concerned item and video of the packing process as proof for safekeeping on your end.
(c) The seller delivered an item that does not match the agreed specifications (e.g. incorrect size, color, etc.).
(d) The item delivered to the buyer significantly differs from the description provided by the seller in the item’s listing.
(e) If there is a private agreement between the buyer and the seller, the seller must confirm this agreement to Purplestone.
IMPORTANT NOTICE:
(a) Please be informed that a change of mind by the buyer is not considered an acceptable reason for a refund or return of a purchase.
(b) Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Please note that these circumstances serve as guidelines for refund and return applications. The final decision will be made by Purplestone based on the specific details of each case.
For a smooth and hassle-free experience when applying for a return or refund, Purplestone recommends that buyers provide their consent to the request for proof of delivery from Purplestone’s third-party logistics partners. This will greatly assist in efficiently resolving any return or refund applications, if necessary.
3.1.3 Conditions for returning an item
To ensure a smooth return experience, buyers must return the item, including any complimentary accessories, in the exact condition it was received from the seller. We strongly advise buyers to take a photo of the item upon receipt.
3.1.4 Approval
1.4.1 After reviewing your return/refund application, Purplestone will send you an approval notification. Once your request is approved, it is required that the buyer ships the item to a location specified by Purplestone within a period of ten (10) calendar days from the date the return request is initiated.
1.4.2 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
1.4.3 If your returned items are confirmed to be correct, with no missing accessories, and further damage than what was originally reported, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
3.1.5 Late or missing refunds
(a) If you haven’t received a refund yet, first check your bank account again.
(b) Then contact your credit card company, it may take some time before your refund is officially posted.
(c) Next contact your bank. There is often some processing time before a refund is posted.(d) If you’ve done all of this and you still have not received your refund yet, please contact us at info[at]purplestoneph.com.
Need Help?
Contact us through the Return/Refund page for any concern related to refunds and returns.
International Shipping
Max Weight: 30 kgs
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Email: info@purplestoneph.com
Baguio City, Benguet 2600
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