Refund policy
Last updated: July 14, 2026
1. Delivery Coverage Area
We currently deliver based on the customer’s selected branch within Metro Manila or Bulacan, with delivery arrangements handled on a case-by-case basis depending on branch coverage and rider/courier availability. Customer must select the appropriate branch based on their preferred location while shopping. Coverage may be updated from time to time; check availability at checkout by entering your delivery address.
We strictly do not deliver eggs, large plasticware, and drawers.
2. Delivery Fees
- Standard Delivery (2–3 business days): base service fee of ₱50.
- Express Same-Day Delivery: base serve fee of ₱75, plus a transport fee based on your preferred courier or a nearby tricycle driver, as applicable.
- Free Delivery: available for orders ₱20,000 and above, in selected areas only.
- Minimum Order: there is no minimum order requirement.
Delivery fees may vary by exact location, distance, and rider/courier availability, and will be confirmed after checkout, during payment.
3. Delivery Process
Before dispatch, our customer service team will notify you that your order is being prepared for delivery. For Express Same-day Delivery, your selected courier, rider, or tricycle driver will also call you before arriving to confirm your availability. Please ensure your contact number and delivery address are accurate and that someone is available to receive the order during the notified delivery window.
4. If You Are Unavailable at Delivery
If you are unavailable to receive your order at the time of delivery, we will reschedule delivery to the following day. This applies specifically to frozen goods, which will be re-stored properly and re-lined up for next-day delivery to preserve product quality. Repeated failed delivery attempts may result in order cancellation and applicable delivery fees being forfeited or charged, at our discretion.
5. Product Substitutions
If an item you ordered is unavailable, we may suggest a substitute. We will not process any substitution without your approval. If you decline or do not respond, the item is treated as unavailable and removed from your order, with the corresponding amount refunded or credited.
6. Returns, Replacements, and Refunds
|
Situation |
Resolution |
|
Damaged products received |
Replacement of stock in good condition |
|
Wrong item delivered |
Return and exchange of correct item |
|
Missing item(s) from your order |
Resend of the missing item(s) only |
7. How to Report an Issue
To report a delivery issue, you must:
- Notify us within 24 hours of receiving your order.
- Provide photos of the item(s) in question (e.g., damage, wrong item, or packaging as received) via nesabelopreator@gmail.com, +63917 187 7849, or via Facebook Messenger/Viber at Nesabel Pateros On Demand
Reports submitted after 24 hours, or without supporting photos, may not be eligible for replacement, resend, or refund, except where required by applicable consumer protection law.
8. Refunds and Store Credit
Where a refund is approved (e.g., for wrong items, at your choice, or for order cancellations), refunds will be issued via [refund method — e.g., original payment method / store credit]. Store credit is issued only in special circumstances at our discretion, is non-transferable, has no cash value, and may carry an expiry period communicated at issuance.
9. Age-Restricted Items (Alcohol & Tobacco)
Orders containing alcohol or tobacco products require the recipient to be at least 18 years old. Our rider or courier may request valid government-issued identification upon delivery. We reserve the right to withhold delivery of age-restricted items — and to remove them from the order with a corresponding refund or credit — if identification cannot be presented or if the recipient appears to be a minor.
10. No Returns or Exchanges for Change of Mind
In accordance with the Department of Trade and Industry (DTI)'s guidance under the Implementing Rules and Regulations of the Consumer Act of the Philippines (RA 7394), a change of mind does not entitle a customer to a refund or exchange. We therefore do not accept returns, exchanges, or refunds on the basis of change of mind, incorrect selection on your part, or simply no longer wanting an item, once your order has been delivered and accepted. Replacements, resends, and refunds remain available only for the specific situations covered in Section 6 (damaged/wrong/missing items), reported within the timeframe in Section 7.
11. Non-Returnable Items
For hygiene and safety reasons, opened or consumed items, and alcohol/tobacco products once accepted and identification-verified at delivery, are generally not eligible for return except in cases of confirmed product defect or wrong item delivered, subject to Section 6 above.
12. Contact Us
For delivery scheduling, returns, or refund concerns, contact us at nesabelopreator@gmail.com, +63917 187 7849, or via Facebook Messenger/Viber at Nesabel Pateros On Demand.