Return/Refund/Void

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.

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.