Return Policy

Merchandise purchased online through www.pangbahay.com, which meets the guidelines below, may be returned via mail. Before returning anything by mail to us, you first must obtain a Return Merchandise Authorization Number ("RMA #") by emailing customerservice@pangbahay.com. Any returns mailed to us without a pre-approved RMA may be refused without notice, automatically returned and a handling fee may be assessed.

Return Period
Returns either for exchange or for credit, must be made known to PangBahay Customer Service by email within seven (7) calendar days from the date merchandise was received based on delivery tracking information. 

Exceptions
The following items are not returnable:

Restocking Fee
A restocking fee equivalent to 15% of retail price, will be assessed on all returns.
Merchandise is visually inspected before shipping but in the event that merchandise arrives damaged or defective or is incorrect, a claim will be filed and the restocking fee will be waived.

Refused shipments will be considered as returns in original packaging and are subject to 15% restocking fees.

Damaged, Defective or Incorrect Items
Damaged or defective holiday items must be reported within 3 days upon receipt of merchandise, for exchange only. Damaged or defective lanterns can only be replaced with the same item/design. If merchandise is damaged, defective or is the incorrect item, a replacement for the original item ordered will be sent upon return of merchandise. Replacement will be only for the same product. Email Customer Service at customerservice@pangbahay.com for proper procedure and your RMA Number. 

Return/ Exchange of Unopened Merchandise
Merchandise returned in their original new unopened condition and with all accessories, within the specified time period, can be exchanged for another item of at least equal value. Return for credit is also accepted, subject to the 7-day allowance and any applicable restocking fees. Shipping and handling fees to and from will still be charged and are not refundable.

Shipping and Handling of All Returns
In general, shipping and handling fees are not refundable. You will be responsible for all shipping and insurance charges for returns, unless otherwise indicated. If you choose not to insure your package, and we do not accept return of the product, you will be responsible for any loss or damage. For products that are confirmed defective, we will reimburse you for equivalent ground shipping expenses.

Any returns mailed to us without a pre-approved RMA number and missing the original packaging/ parts may be refused without notice, automatically returned and a handling fee may be assessed on the original form of payment. Refunds for return shipping and handling of defective / incorrect merchandise will only be made for the rate of ground shipping. If customer opted to send item through Express or other means, only the equivalent ground shipping cost will be recognized.

Refunds will be credited back to the original card used for the transaction. Transactions in cash or check will be refunded in the form of a check mailed to the customer on the original receipt.

How to Return/ Exchange Merchandise

1. Email customerservice@pangbahay.com for Return Merchandise Authorization Number and must include the following:
  • Name and address of purchaser and receiver
  • Date of purchase and order confirmation number
  • Photos of damaged product including box and packaging material.
2. Enclose the Return/ Exchange Form with the merchandise in a securely-packed box.
3. Mail (with tracking number) through any shipper or courier to address provided by customer service representative.