Last updated: October 30, 2025
At Paghandum, we take pride in crafting meaningful and high-quality memorial plaques. Each order is made with care and precision. However, we understand that issues may occasionally arise. This policy outlines our procedures for returns, replacements, and refunds in compliance with the Consumer Act of the Philippines (RA 7394) and relevant e-commerce standards.
1. Eligibility for Returns or Replacement
We accept returns or replacements only under the following conditions:
- The product received is defective, damaged, or incorrect due to our production or engraving error.
- The product was damaged in transit, subject to courier inspection and verification.
- The item was not as described on our website or official product listing.
Requests that do not fall under the above conditions (e.g., change of mind, incorrect information provided by customer) are not eligible for refund or replacement.
2. Reporting and Timeframe
- You must notify us within 7 days of receiving your order by emailing [Insert Email Address] with photos or videos clearly showing the issue.
- Claims beyond 7 days may no longer be accommodated.
3. Return or Replacement Process
- Upon review and approval of your claim, we will guide you through the return or replacement process.
- Returned items must be in their original packaging.
- Shipping fees for return or replacement are covered by Paghandum if the issue was due to our error. Otherwise, shipping costs are shouldered by the customer.
4. Refund Policy
Refunds are approved only in specific cases such as:
- The item is out of stock and a replacement is not possible.
- The issue cannot be resolved through replacement.
- An order was paid but cannot be fulfilled due to unforeseen reasons.
Approved refunds will be processed within 7–14 business days through the original payment method used.
5. Non-Returnable and Non-Refundable Items
Due to the customized nature of our products, we cannot accept returns or refunds for:
- Personalized plaques with correct engraving and specifications
- Digital content or tribute pages already created and activated
- Orders with incorrect data submitted by the customer
6. Damaged or Lost Shipments
If your package arrives damaged or is lost in transit, please report it immediately. We will coordinate with the courier for investigation and resolution. Replacement will be issued once the claim is verified.
7. Contact Us
For refund or return concerns, please reach out to:
Paghandum
Email: info@paghandum.com
We’re here to ensure your experience remains smooth, respectful, and fair.