One of the most common requirements for product returns for online purchases is illegal, according to the Department of Trade and Industry. According to the DTI, the no video, no refund policy that’s enforced in many online shopping platforms like Lazada, Shopee, and Facebook Marketplace is illegal.
According to DTI Assistant Secretary Amanda Nograles, the no return, no refund, or exchange policy falls under deceptive, unfair, and unconscionable sales acts or practices, which is a violation of Republic Act 7394, also known as the Consumer Act of the Philippines.
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“Sa katotohanan, ‘yung ‘no return, no exchange’ isa rin yan na ipinagbabawal ng DTI kasi karapatan ng consumer na pwede niyang ibalik ‘yung item na nabili niya kapag ito ay depektibo. Kapag ‘yung item ay depektibo, bukod sa ibalik yung item, may option din siya na humingi ng replacement o pwede rin siyang humingi ng full refund ng item na binili niya, pwede rin niyang ipa-repair,” she said in a radio interview.
Online sellers almost always require video proof of customers accepting and opening their orders before issuing refunds for defects or issues with them, which explains the no video, no refund statement that’s usually common on digital storefronts.
Nograles says that deceptive acts can happen before, during and after the sale.
“Isang halimbawa ‘yan ng deceptive sales act ‘yung nagpapa-video ka bago tanggapin ‘yung item,” she added
