Thank you for your purchase from sphyg.ph. We strive to provide you with high-quality products. Please read our return and refund policy carefully as it applies to physical goods shipped from our location in Germany to the Philippines.
Eligibility for Returns:
You may be eligible to return a product within 14 days from the date you receive your order if the product meets one of the following conditions:
- Damaged Upon Arrival: The product arrived damaged during shipping. Please provide photographic evidence of the damage to the packaging and the product itself.
- Defective Product: The product has a manufacturing defect.
- Incorrect Item Received: You received a product that is different from what you ordered.
Conditions for Returns:
To be eligible for a return, the following conditions must be met:
- The product must be in its original, unused, and resalable condition, including all original packaging, tags, labels, and accessories.
- You must provide the original proof of purchase (order number or invoice).
- The return request must be initiated within 14 days of receiving the product.
Non-Returnable Items:
The following items are generally not eligible for return unless they arrived damaged or defective:
- perishable goods, personalized items, hygiene-sensitive products.
- Products that have been used, altered, or damaged by the customer (unless due to a manufacturing defect).
- Products missing original packaging, tags, labels, or accessories.
Return Process:
- Initiate a Return Request: Contact our customer support team via email support @ danawu.de within 14 days of receiving your order. Please provide your order number, details of the product you wish to return, and the reason for the return, along with any supporting evidence (e.g., photos of damage).
- Return Authorization: Our customer support team will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed return instructions, including the return shipping address in Germany.
- Packaging and Shipping: Carefully package the product in its original packaging (if possible) or secure packaging to prevent damage during return shipping. Clearly write the RA number on the outside of the package. You will be responsible for the return shipping costs from the Philippines to our location in Germany, unless the return is due to our error (damaged upon arrival, defective product, or incorrect item received). We recommend using a trackable shipping method and insuring the package for its value, as we are not responsible for items lost or damaged during return shipping.
- Inspection and Processing: Once we receive the returned product in Germany, our team will inspect it to ensure it meets the eligibility conditions.
- Refund or Exchange:
- Refund: If the return is approved, a refund will be processed to your original payment method within 2 business days of our receipt and inspection of the returned product. Please note that it may take additional time for your bank or payment provider to process the refund. The original shipping costs from Germany to the Philippines are non-refundable, unless the return is due to our error.
- Exchange: If you requested an exchange and the item is in stock, we will ship the replacement product to you as soon as possible after the returned item has been received and inspected. You may be responsible for any price differences and additional shipping costs for the exchanged item.
Shipping Costs for Returns:
- Customer Responsibility: Unless the return is due to our error (damaged upon arrival, defective product, or incorrect item received), you will be responsible for the return shipping costs from the Philippines to Germany.
- Our Responsibility: If the return is due to our error, we will provide instructions for return shipping and may cover the reasonable return shipping costs, alternatively, we will provide a return shipping label to your convenience.
Customs and Duties:
- You are responsible for any customs declarations and duties associated with the return shipment from the Philippines to Germany. We recommend clearly marking the package as a “Returned Goods” to avoid unnecessary customs charges.
Damaged or Incorrect Items:
- If you receive a damaged or incorrect item, please contact us immediately upon receipt with photographic evidence. We will work with you to resolve the issue, which may include a replacement, exchange, or refund, and we will cover the return shipping costs in these cases.
Cancellation Policy:
- You may be able to cancel your order before it has been shipped. Please contact us as soon as possible if you wish to cancel. Once the order has been shipped, it will be subject to our return policy.
Contact Us:
If you have any questions or require assistance with a return, please contact our customer support team via support @ danawu.de
