Returns & Refunds
Returns & Refunds
At DMCG Retail, we want every customer to feel confident when purchasing a washing machine or dryer from us. If for any reason you are not fully satisfied with your order, our returns and refunds policy is designed to be straightforward, fair, and fully compliant with Philippine consumer protection law.
60-Day Return Window
You may return any item purchased from dmcgretail.com within 60 days from the date of delivery, for any reason — including a simple change of mind. No lengthy explanations are required. This generous window gives you ample time to evaluate your appliance properly before committing to keeping it.
Condition of the Returned Item
To qualify for a return, the item must be:
- Complete with all original accessories, manuals, and packaging components;
- Free from damage caused by misuse, neglect, or unauthorised modification;
- In a condition consistent with reasonable testing and normal evaluation use.
Testing your appliance to verify that it works as expected is entirely acceptable and will not disqualify your return.
How to Request a Return
To initiate a return, send an email to info@dmcgretail.com during customer service hours, Monday to Saturday, 9:00 AM – 6:00 PM. Include your order number and a brief description of your reason for returning. You may also use the contact form on our website. Our team will respond promptly with next steps.
Free Return Pickup
Once your return request is confirmed, we will arrange a pickup from your location at no cost to you. You are not required to bring the item to any courier drop-off point or shoulder any shipping fees. We handle all logistics on your behalf.
Inspection and Refund Timeline
Upon receiving the returned item, our team will carry out a standard inspection to confirm its condition. Provided everything is in order, your refund will be processed within 5 business days and returned to your original payment method — whether that is your Visa or Mastercard credit or debit card. All prices on our site are in Philippine pesos (PHP) with 12% VAT already included, and there are no hidden fees or additional charges applied at any stage.
Defective or Incorrect Items
If you receive an item that is defective or does not match your order, you are entitled to a free repair, replacement, or full refund under the manufacturer's official warranty and the implied warranty provisions of the Consumer Act of the Philippines (Republic Act No. 7394). Please contact us immediately at info@dmcgretail.com and we will resolve the matter without delay.
Exchanges
If you wish to exchange your item for a different model, please indicate this when submitting your return request. Subject to stock availability, we will do our best to accommodate an exchange. Any price difference will be settled before the replacement unit is dispatched.
Your Rights Under the Internet Transactions Act of 2023
As an online consumer, you are protected under Republic Act No. 11967, the Internet Transactions Act of 2023. This law affirms your right to accurate product information, transparent pricing, and effective redress when transactions do not proceed as expected. Our policies are fully aligned with these obligations, and we remain committed to upholding every right afforded to you under Philippine law.
For any concerns, reach us at info@dmcgretail.com. DMCG E-COMMERCE RETAIL CORPORATION — SEC Reg. No. 202501018247116 — 2/F BPHCI Building, Parañaque City, Metro Manila 1700, Philippines.