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At NASURE, your satisfaction is our priority. We ensure that all items are packed securely and checked thoroughly before dispatch. However, we understand that issues may arise during transit. Please review our policy below regarding returns and refunds.
1. Eligibility for Return & Refund
We offer a 7-day return guarantee (from the date of delivery) for the following reasons only:
- Damaged Item: The product arrived broken, leaked, or damaged.
- Wrong Item: You received a product different from what you ordered.
- Incomplete Item: Missing parts or accessories.
- Expired Product: The item received is past its expiration date.
Note: In accordance with the Consumer Act of the Philippines (RA 7394), we do not accept returns or refunds for a “Change of Mind” (e.g., you simply decided you don’t want the item anymore, or you chose the wrong variant/size but the item is in good condition).
2. Mandatory Requirement: Unboxing Video
To process any return or refund claim, we strictly require a CLEAR UNBOXING VIDEO.
- What is required: A continuous video starting from the sealed pouch/box (showing the waybill) up to the opening of the item and checking its condition.
- Why: This serves as proof that the item was damaged/wrong upon arrival and not due to mishandling after opening.
- No Video, No Return: We reserve the right to deny claims without this video proof.
3. How to Request a Return/Refund
If your order meets the criteria above, please follow these steps:
- Contact Us: Message our Customer Support team via FANPAGE Nasure – Colostrum Milk PH within 7 days of receiving the item.
- Submit Proof: Send your Order Number, Photos of the Waybill, and the Unboxing Video.
- Evaluation: Our team will review your claim within 24-48 hours.
4. Refund Process
Since your order was paid via Cash on Delivery (COD), approved refunds will be processed via:
- GCash
- Maya
- Bank Transfer (BDO/BPI/UnionBank)
Once your claim is approved, the refund amount will be credited to your chosen account within 1-3 business days.
5. Shipping Costs for Returns
- Seller’s Fault: If the item is damaged or wrong, we will shoulder the shipping cost for the return (or we may simply send a replacement without asking you to return the damaged item, depending on the case).
- Customer’s Fault: Returns due to reasons not covered by our policy (if approved as a special case) will require the customer to cover the shipping fees.
Need help?
Contact us via Facebook: Nasure – Colostrum Milk PH