Terms of Use and Service

Mestiza Online Store Terms of Use and Service

Please read these Terms of Use and Service completely.

This Agreement documents the legally binding terms and conditions attached to the use of www.mestiza.ph.

By using or accessing the mestiza.ph in any way, you are agreeing to be bound by these Terms of Use and Service.

EMB Natures Mfg. Corp. ("EMB", “We”, "us") and our website, mestiza.ph ("MESTIZA ONLINE") and other relevant services are available for you in conformity with the following Terms of Use & Service (“MOTUS”) and any other guidelines made available on our site. Please review the MOTUS carefully before making any transactions on MESTIZA ONLINE.  We suggest you have a copy of the MOTUS readily available for your quick reference.

MOTUS gives utmost focus and importance on the eligibility criteria for all payment transactions of all of MESTIZA ONLINE’s users.  If you are under 18 years of age, we will require you to inform your parent/s or guardian/s about MOTUS before beginning any transaction on MESTIZA ONLINE.  However, we reserve the right to accept orders only from those 18 years of age and over.

Revisions to the MOTUS may be done every now and then.  Please be updated through MESTIZA ONLINE so you know how order transactions are affected.  If you are not amenable to the revisions, please do not proceed with your MESTIZA ONLINE transaction. 

1) REGISTRATION/ LOGIN

To fully appreciate the products and services in MESTIZA ONLINE, we will be requiring you to register your personal information that is 100% true, accurate, and up-to-date.  You must provide your complete name, contact number, email address, and other important and relevant details being requested.  If at some point in time, some of the details in your registered information changes, please notify our MESTIZA ONLINE support team by emailing us at: onlinestore@mestiza.ph

Similarly, we will contact you if we will need to request additional registration information. 

2) ELIGIBILITY TO PURCHASE

To be able to complete a transaction at MESTIZA ONLINE, we will be requiring you to provide payment details.  You will be responsible in providing correct, valid, and accurate information that will help in the transaction process.  You are also validating that you are the same person being referred to in the Billing information of the particular transaction.

MESTIZA ONLINE access is available but not limited to:

1) Entities who meet MESTIZA ONLINE’s eligibility requirements, 2) Entities who have been issued a valid credit card or debit card by a bank approved by EMB, 3) Entities who do not own any valid credit cards or debit cards but are pre-approved by EMB to have the capacity to make a payment for the items they want to purchase based on the MESTIZA ONLINE Payment guidelines, 4) Entities whose registration information are approved by EMB

EMB reserves the right to deny approval of suspicious transactions which can be in the form of false information on the payment details confirmed by the bank processing the transaction, multiple purchases made by a single user for a single postal address, and multiple logins to purchase a product.

Once you reach the payment part of the transaction, it is clear that you are authorizing us to perform credit checks about you to validate the authenticity of your payment details.  MESTIZA ONLINE reserves the right to consult with any third party for due diligence in validating your transaction details and payment process.

EMB may use the personal information you provided to conduct appropriate anti-fraud investigation. EMB may also provide your personal information to a legal and legitimate credit reference or fraud prevention agency, which may keep a record of that information.

EMB also reserves the right to blacklist a user if proven to have committed a fraudulent transaction in the past.

3) PRODUCTS AND ORDERS

MESTIZA ONLINE offers products for sale that are physically in stock and available for delivery from the main EMB product-handling warehouse based in Metro Manila, Philippines.

Occasionally, there will be products which are limited in terms of quantity therefore product availability can immediately reach zero within hours or within the day of product release.

In cases wherein product delivery is affected by some natural occurrences we do not have control of (i.e. bad weather, road closures due to accidents, etc), product delivery may get affected.  In the event of an unforeseen circumstance, we will notify you through the personal contact details you have provided within 48 hours from the time you finished your transaction process at MESTIZA ONLINE.

Prices shown on MESTIZA ONLINE are in Philippine Peso [PHP] and are inclusive of VAT at the applicable rate.

Import duty or tax costs will be invoiced to you directly by the courier like JRS, LBC, DHL, FEDEX, AIR21 or an import broker appointed by you, We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

If you are using a credit card outside the Philippines, the final price of the item you will purchase will be calculated based on the applicable exchange rate on the day your credit card company processes the transaction.

All orders are subject to availability and MESTIZA ONLINE approval. 

An item may be cancelled up until payment has been processed. Once payment has been processed, you are responsible for payment based on the final amount that will appear in the product ordering section.

4) ACCEPTANCE OF YOUR ORDER

Once you have chosen the products you want to purchase and once these have been submitted, you will receive an email from us that acknowledges the details of your purchase and that the status of your order is “PROCESSING”.  This does not guarantee that the product will be reserved for you.  It is just a confirmation of receipt of your submitted order.

Unless you cancel your order, acceptance of your order and completion of the contract between you and MESTIZA ONLINE will be completed when we email you a confirmation note the goods have been reserved, allocated, and released for delivery, which will change your status to “SHIPPED.”

MESTIZA ONLINE reserves the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the MOTUS.

MESTIZA ONLINE reserves the right to refuse a transaction for any reason at MESTIZA ONLINE’s full discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from MESTIZA ONLINE whether or not that merchandise has been sold or not.

5) PAYMENT

ORDER PROCESS COMPLETION DOES NOT GUARANTEE THE ITEM TO BE AVAILABLE DURING THE TIME YOUR PAYMENT HAS BEEN MADE AND APPROVED BY THE BANK. This is due to numerous similar interests/inquiries on said item. FIRST BANK APPROVED, FIRST SERVED POLICY. It will be your decision/discretion to continue with your payment given that the refund policy may apply.

Payment can be made thru these payment options:

1. Credit Card/Debit Card [Visa and Mastercard]
2. Over-the-counter Deposit thru BDO, BPI and Maybank
3. Paypal

4. Bancnet

 

MESTIZA ONLINE has listed down all these options and additional options may be included from time to time.  MESTIZA ONLINE will debit and clear payment from your account upon dispatch of your order.  Upon reaching payment process, it is understood that the credit/debit card that you are using belongs to you or that you have been duly authorized by the owner of the credit/debit card to use the card for this transaction.

All credit and debit card holders are subject to validation procedures and authorization by the bank/card-issuer. If the bank/issuer of your payment card refuses to authorize the transaction payment for the purchase made at MESTIZA ONLINE, we will not be liable for any delay or non-delivery of products.

If a payment is not received or payment method is declined, you forfeit the ownership of any items you purchased. If no payment is received, no items will be shipped.

We use the following payment methods with approximate payment processing times:

• PayPal transactions within 24 hours.
• For Credit Card (VISA/MASTERCARD)/Debit Cards transactions within 24 hours
• For Over-the-counter transactions (BDO, BPI) within 2-3 banking days

All credit card transactions on this site are processed using Asiapay our payment gateway partner.

To help ensure that your shopping experience is safe, simple and secure MESTIZA ONLINE uses Secure Socket Layer (SSL) technology.

MESTIZA ONLINE will take all reasonable care to keep the details of your order and payment secure. MESTIZA ONLINE can not be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.

For MESTIZA ONLINE transactions, 3DSecure is implemented by Visa (called as Verified by Visa) and Mastercard (called as Secure Code).

3DSecure is a scheme developed by the card industry to allow a card holder to authenticate himself during an e-commerce transaction. Authentication takes place before a transaction is presented for authorization. 3DSecure allows transactions to be conducted in safety online, greatly reducing the risk of fraud and chargebacks.

 

If the card is not enrolled, this means that either the bank that issued the card is not yet supporting 3DSecure or it means that the cardholder has not yet been registered for the service.

 

If the card is enrolled, the card holder will be redirected to the 3DSecure authentication web page for the issuing bank; the cardholder will then identify himself. If successful, transaction will be allowed to proceed for authorization. The transaction could still fail for lack of funds or other reasons but is more likely to be approved because of the authentication.

 

Cardholder should contact his/her card issuer if his/her credit card is enrolled with 3DSecure.

MESTIZA ONLINE reserves the right to request for proper identification documents from customer / cardholder before honoring a transaction for cardholder protection and fraud control. Failure to comply may result in cancellation and refund of order.

6) SHIPPING POLICIES

FOR INTERNATIONAL SHIPPING (Outside the Philippines)

For products shipped internationally, please note that any manufacturer warranty may not be valid.  You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from MESTIZA ONLINE, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

7) INSURANCE, DELIVERY, and TRACKING YOUR ORDER

MESTIZA ONLINE insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We will require a signature or a proof of receipt for any merchandise delivered to you.  If you have authorized a recipient for delivery purposes (i.e. You order a product as a gift), then we will take it that you accept that evidence of a signature by the authorized recipient of that delivery address is proof of delivery by MESTIZA ONLINE.

Our shipping/logistic partners are JRS and DHL. Please note that we aim to dispatch all accepted orders and have them shipped within 48-72 hours/ 2-3 working days (within the Philippines) and 48-125 hours/ 2-5 working days UPON PAYMENT VERIFICATION BY ASIA PAY.

It should also be noted that you will be receiving a record of your waybill number to track your orders. This notice will be included in the email we will send you once your status is changed to “SHIPPED.”

All orders of Mestiza Soap will be inside the regular “brand box” it is packaged with. MESTIZA ONLINE does not guarantee that the “brand box” will be in mint condition upon arrival to the customer. For this reason, we recommend the use of “Double Boxing” which entails additional cost to the customer.

It should also be noted that there will be NO shipping on Saturdays, Sundays, Holidays and Monsoon Rainy Days.

8) REFUND / RETURN POLICY / VOID

RETURN POLICY

Items purchased through MESTIZA ONLINE are entitled to be refunded or returned based on complaint. If an item is damaged during shipping, you may send us a picture of the damaged item by emailing our MESTIZA ONLINE support team at onlinestore@mestiza.ph. Once the damaged item is validated to be accurate, a replacement item will be sent free of charge. There is no guarantee that the replacement item is similar to the returned item.  If an item is unsatisfactory, a written explanation is needed before the item may be considered for a refund. Exchanges are granted on a case-to-case basis. We do not grant exchanges due to dislike of an item upon receipt of order as it is the customer's prerogative to purchase based on what is presented online.

VOIDED

All transactions that are approved by our payment portal, AsiaPay and Paypal, may still be VOIDED by MESTIZA ONLINE due to stock unavailability. This in turn will trigger our system to email you that your status will be changed to “VOIDED.”

If transaction is VOIDED by MESTIZA ONLINE before 8pm (Manila time), payment transaction WILL NOT reflect on both the customer’s end and MESTIZA ONLINE/merchant side.

If transaction is VOIDED by MESTIZA ONLINE before 8pm (Manila time), and payment transaction still went thru or credited to our account, refund shall follow this process:
1.Customer will contact his/her bank to formally dispute this matter
2.Depending on customer’s bank, processing may take 2-4 weeks


REFUND – Credit /Debit Card Transactions

If transaction was “ACCEPTED” and due to stock unavailability issues arise after our payment portal accepted your payments, MESTIZA ONLINE will file a “REFUND” triggering payment portal to return amount to AsiaPay, and refund shall follow this process:

1. Customer will contact his/her bank to formally dispute this matter

2. Depending on customer’s bank, processing may take 2-4 weeks

If transaction was “ACCEPTED” and partial items in the customer’s order are unavailable after our payment portal accepted your payments, MESTIZA ONLINE will file a “ PARTIAL REFUND” triggering payment portal to return amount to AsiaPay, and refund shall follow this process:

1. Customer will contact his/her bank to formally dispute this matter

2. Depending on customer’s bank, processing may take 2-4 weeks

If transaction was "ACCEPTED" and MESTIZA ONLINE requested customer to submit additional documents to verify transaction, MESTIZA ONLINE will file a "REFUND" for the any of the following criteria:-

1. Customer fails to comply and submit required documents

2. Submitted documents have been classifed as unacceptable by third-party verification service provider

REFUND – Paypal

If transaction was “ACCEPTED” and due to stock unavailability issues arise after our payment portal accepted your payments, MESTIZA ONLINE will file a “REFUND” triggering payment portal to return amount to AsiaPay, and refund shall follow this process:

Depending on PayPal’s systems, processing may take 1-3 banking days

If transaction was “ACCEPTED” and partial items in the customer’s order are unavailable, MESTIZA ONLINE will file a “ PARTIAL REFUND” triggering payment portal to return amount to AsiaPay, and refund shall follow this process:

Depending on PayPal’s systems, processing may take 1-3 banking days

REFUND – Over-The-Counter Deposits

If transaction was “ACCEPTED” and due to stock unavailability issues arise after our payment portal accepted your payments, MESTIZA ONLINE will file a “REFUND” and refund shall follow this process:

For Over-The-Counter payments, customer has the following options for refund –

a.  Via Bank Deposit - customer will email complete details of their bank account where MESTIZA ONLINE can directly deposit the full refund.

Bank Name / Branch:
Account Name:
Account Number:

Note: It is preferred that Bank account provided should have same account name as customer in order ID. Otherwise, please advise relationship to bank account holder.

b.  Mestiza Online Credit Voucher – customer will email if credit voucher is preferred and MESTIZA ONLINE will email a credit voucher which can be used for future online purchases in MESTIZA ONLINE.

Customer will be duly notified once refund has been processed.

If transaction was “ACCEPTED” and partial items in the customer’s order are unavailable after our payment portal accepted your payments, MESTIZA ONLINE will file a “ PARTIAL REFUND” and refund shall follow this process:

For Over-The-Counter payments, customer has the following options for partial refund –

a.  Via Bank Deposit - customer will email complete details of their bank account where MESTIZA ONLINE can directly deposit the partial refund.

Bank Name / Branch:
Account Name:
Account Number:

Note: It is preferred that Bank account provided should have same account name as customer in order ID. Otherwise, please advise relationship to bank account holder.


b.  Mestiza Online Credit Voucher – customer will email if credit voucher is preferred and MESTIZA ONLINE will email a credit voucher which can be used for future online purchases in MESTIZA ONLINE.

Customer will be duly notified once refund has been processed.

All REFUNDS arising from transactions wherein products are not allocated anymore due to stock unavailabilty will be coordinated accordingly by MESTIZA ONLINE with the customers affected.

9) NO COMMERCIAL USE

MESTIZA ONLINE is for your personal, non-commercial use only.

You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products, or services contained within MESTIZA ONLINE. You may not use MESTIZA ONLINE, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own site.

10) COMPLAINTS

If you have any complaints about any of the items or policies in our site, you may email our MESTIZA ONLINE support team at: onlinestore@mestiza.ph. We do not guarantee an immediate resolution.  But we will definitely review each case thoroughly and we will contact you as soon as we have a resolution.

11) RIGHT CONDUCT

You agree that you will be personally responsible for your use of MESTIZA ONLINE and for all of your communication and activity on and pursuant to MESTIZA ONLINE.  If there is enough evidence that you are or that you have been engaging in activities prohibited by EMB, are not respectful of other MESTIZA ONLINE users, or otherwise violated the MOTUS, you may be temporarily or permanently denied access to MESTIZA ONLINE.

12) PRIVACY

MESTIZA ONLINE values your privacy and we know that you care about how information about your order is used and shared.

MESTIZA ONLINE would like to inform international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs and/or postal authorities of the destination country.

Also, we may provide certain order, shipment, and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs and/or postal authorities in order to facilitate customs clearance and comply with local laws.

13) GOVERNING LAW

The MOTUS together with all the MESTIZA ONLINE policies and procedures will be governed by and taken in accordance with the relevant Philippine law and the relevant courts of the Philippines will have exclusive jurisdiction.

The MESTIZA ONLINE terms and conditions are subject to change.