At Faminos, customer satisfaction and safety are the pillars of our commercial philosophy. We continuously strive to ensure that every unit of our spray for environmental pest and parasite control is packaged, sealed, and shipped under the strictest quality standards. We know that the effectiveness of a household hygiene routine depends on having the right product at the right time. However, we are also aware that during the logistics and distribution process, events beyond our direct control may occur. Therefore, we have designed a fair, transparent exchange and return policy focused on giving you certainty. All requests will be rigorously evaluated in accordance with the current policy detailed below, taking into account the particular nature of each case, guaranteeing personalized and effective treatment. This policy is consistent with your rights under the Consumer Act of the Philippines and the guidance of the Department of Trade and Industry (DTI).
1. Scenarios and Cases Applicable for Exchange or Return
We understand that buying online requires trust. We accept formal review requests to process a physical product exchange or monetary refund solely and exclusively in the following verifiable scenarios:
- Product damaged, broken, or spilled in transit: If upon receiving your package from the courier you notice that the box is crushed or wet, or if upon opening it you discover that the Faminos bottle arrives broken, with severe dents, or spilled due to evident mishandling by the courier company.
- Factory-defective product or sprayer problems: For example, if upon attempting to use the spray for the first time you notice that the trigger sprayer is stuck, the valve does not disperse the liquid correctly, or there is a leak in the top seal that prevents safe and adequate use against mosquitoes or environmental parasites.
- Pick-and-pack error or incorrect package: If the package that arrives at your door contains a product that does not correspond at all to your order (for example, if you ordered a Family pack of 3 units and receive a single product, or if you receive a product from a completely different brand due to a warehouse manifest error).
2. Standardized Procedure for Requesting a Review
Time is a critical factor for claiming incidents with our logistics and manufacturing partners. If your case corresponds to any of the scenarios mentioned above, you have a maximum and non-extendable period of 5 calendar days (including weekends) from the date and time of delivery officially recorded by the courier system to report it formally. To initiate your claim, you must send a direct email to our customer service department ([email protected]), ensuring you include the following information clearly and in order:
- Complete order number (the alphanumeric code you received in your purchase confirmation email).
- Full name of the person who made the purchase and the email address associated with the order.
- Detailed and objective description of the problem (what happened, how you found the package, which part fails, etc.).
- Mandatory visual evidence: Attach clear, well-lit photographs, or a short video that unmistakably shows the damage, factory defect, or pick-and-pack error. If the cardboard packaging arrived damaged, be sure to photograph it as well.
3. Official Response and Case Resolution Times
Once we receive your email with all the required information and photographic evidence, our specialized technical support and quality team will analyze your case in detail. Our commitment is to issue an initial response and assign a ticket number within a maximum period of 48 to 72 business hours (Monday to Friday). During this period, we may request additional information if the evidence is not conclusive. If your request is deemed valid, we will immediately indicate the steps to follow. Resolution may include physical replacement of the product with absolutely no additional shipping cost to you, or, if you prefer and the case warrants it, a full or partial refund corresponding to the affected units.
4. Monetary Refund Process and Timelines
In the scenario where the determination results in a refund in your favor, you should know that it will be processed strictly to the same original payment method you used at the time of purchase (GCash, Maya, credit card, or debit card). Once Faminos authorizes and executes the refund in the system, the time for the balance to appear in your account or statement depends entirely and exclusively on the internal processes of your issuing bank or financial institution and the payment gateway. Usually, this administrative process may take 5 to 15 business days. Faminos will provide you with a digital proof of the refund transaction so you can follow up directly with your bank if necessary. All refunds will be computed in Philippine Pesos (PHP), inclusive of VAT where applicable.
5. Exclusions and Strict Product Conditions for Returns
To protect the integrity of our products and prevent abuse, our policy has clear exclusions. Exchanges, returns, and refund claims will not be accepted if the Faminos product was used improperly, contrary to label instructions, or for non-household purposes (for example, large-scale industrial application). Claims will also not proceed if the report is made outside the established 5 calendar day period, or if a "change of mind" or "buyer's remorse" is argued once the package has been opened and the product has been handled or tested. To be eligible for a physical return in the specific case of a pick-and-pack error (receiving an incorrect package), the item must be completely unused, with its liquid level intact, in its original packaging without alterations, and exactly in the same aesthetic and functional condition in which you received it.