Returns & Refunds

We want you to be satisfied with your purchase. Below are the general conditions under which a product may be eligible for return.

Eligible Conditions

A product may be eligible for return if any of the following apply:

• The product arrived damaged or broken due to shipping or handling.
• The product has a manufacturing defect that affects its use or appearance.
• You received the wrong product or an incomplete order.
• The product does not match the description provided on our website at the time of purchase.

Return Request Timeframe

Please request a return as soon as possible after you receive the product. Return requests made long after delivery may not be accepted. However, your rights under Philippine consumer protection law, including the Consumer Act of the Philippines (Republic Act No. 7394), remain unaffected.

Proof of Purchase

A valid proof of purchase is required for all return requests. Acceptable proof includes:

• Order confirmation email or message
• Order number from the Site
• GCash or QRPH transaction receipt
• Screenshot of your order in your account (if applicable)

Unused Condition

Products must be returned in their original condition, unused, unworn, and undamaged (unless the product arrived damaged or defective). Products should be returned in their original packaging where possible.

Exceptions Required by Law

Nothing in this policy limits your rights as a consumer under Philippine law. If a product is defective, not as described, or otherwise fails to meet consumer guarantees, you are entitled to a remedy (repair, replacement, or refund) regardless of any timeframe or condition stated in this policy.

If your product arrives damaged, please contact us as soon as possible so we can assess the issue and resolve it promptly.

Reporting Deadline

Please report a damaged product as soon as possible, ideally within a few days of receiving your order. Reporting promptly allows us to investigate with our shipping partners and process your resolution faster.

Photo or Video Evidence

To help us assess the damage, please provide the following when you contact us:

• Clear photos of the damaged product from multiple angles
• A photo of the packaging (exterior and interior, if possible) showing how the item was packed
• A brief description of the damage and how it may have occurred
• A video is helpful but not strictly required

Assessment Procedure

Once we receive your report and evidence, we will:

1. Acknowledge your report promptly.
2. Review the evidence provided and assess the extent of the damage.
3. Notify you of the outcome and the proposed resolution.

Replacement or Refund Process

If the damage is confirmed, we will offer you the choice of:

• A replacement of the same product (subject to availability), or
• A full refund of the product price, including any shipping fees you paid for that order.

We may request that you return the damaged item. In such cases, we will arrange and cover the return shipping.

If you receive a product that is different from what you ordered, we will work to resolve the issue as quickly as possible.

Wrong Item Received

If you received the wrong product (for example, a different design, color, or size than what you ordered), please contact us with:

• Your order number
• A description of what you ordered versus what you received
• Photos of the product you received

Missing Items

If your order is missing one or more items that were included in your order confirmation, please let us know. We will verify the order contents against our records and arrange for the missing item(s) to be sent or for a refund.

Order Verification

We will cross-reference your reported issue with our order records, fulfillment logs, and, where applicable, shipping weight data to confirm the discrepancy. This process may take a few business days.

Resolution Process

Once the incorrect shipment is confirmed, we will offer one of the following:

• Send the correct product to you at no additional cost
• Issue a full refund if the correct product is unavailable

We will provide return instructions for the incorrect item. Return shipping for incorrectly sent items will be paid by us.

We take product quality seriously. If you believe a product has a manufacturing defect, we want to hear from you.

What Counts as a Defect

A product is considered defective if it has a flaw in materials or workmanship that affects its intended use or appearance, such as:

• Beads that unravel, crack, or fall apart under normal handling
• Closures, clasps, or fasteners that do not function as intended
• Materials that are visibly flawed, discolored due to error, or prematurely deteriorate
• Structural weaknesses that prevent the product from being worn or used as intended

Note: Natural variations inherent to handmade products (such as slight color or size differences) are not considered defects unless they materially differ from the product description on our website.

Customer Reporting

Please report defects as soon as you discover them. Provide your order number, a description of the defect, and clear photos or video showing the issue. The sooner we are notified, the sooner we can assist.

Inspection Process

We will review your report and the evidence you provide. If needed, we may ask you to return the product for inspection. In such cases, we will provide prepaid return shipping labels or reimburse your return shipping costs.

Replacement or Refund Options

For confirmed defects, you may choose:

• A replacement of the same product, subject to availability
• A full refund of the product price
• A repair of the product, where feasible and agreed upon by both parties

Under the Consumer Act of the Philippines (R.A. 7394), you are entitled to seek remedies for products that fail to meet consumer guarantees. Our defect resolution process is designed to meet or exceed these legal requirements.

Custom keychains and other personalized items are made to your specifications. We want you to understand the limitations and your rights when it comes to custom products.

Customer Responsibility for Specifications

You are solely responsible for the accuracy and completeness of the customization details you provide. This includes text, names, dates, colors, images, and any other specifications. We will produce the item based on the information you give us. Please double-check all details before confirming your order.

Limitations on Change-of-Mind Returns

Because custom keychains are made to your individual specifications, they are generally not eligible for return based solely on a change of mind, personal preference, or a decision that you no longer want the item. Once production of a custom order has begun, cancellation and returns may be limited.

We encourage you to review your order confirmation carefully and contact us immediately if you spot an error.

Defective Custom Products

If your custom keychain arrives with a defect, damage, or is materially different from the specifications you provided, you are entitled to a remedy. Defective custom products are treated the same as defective standard products under this policy. You may request:

• A replacement produced to your original specifications
• A full refund of the product price

This applies regardless of the personalized nature of the item. Our obligation to deliver a product that matches your approved specifications and is free from defects is not reduced by customization.

Applicable Legal Rights

Nothing in this section limits your rights under Philippine consumer protection law. If a custom product is defective, unsafe, or fails to meet the description you approved, you retain the right to seek a remedy under the Consumer Act of the Philippines (R.A. 7394) and other applicable laws, regardless of the product's custom nature.

Some products or situations are not eligible for return. These exclusions are defined carefully and are limited to cases where a return is not appropriate or legally required.

Products Customized Per Customer-Approved Specifications

Custom products that were produced exactly as you specified in your approved order and that are free from defects or damage are not eligible for a change-of-mind return. However, if the product is defective or does not match your specifications, it remains eligible for return and remedy as described in the sections above.

Products Damaged Through Customer Misuse

Products that have been damaged as a result of misuse, neglect, accidental damage after delivery, or failure to follow care instructions are not eligible for return or refund. If you believe the damage was not caused by misuse, please contact us with evidence and we will assess the situation.

Products Without Proof of Purchase

We cannot process return requests without a valid proof of purchase from our website. Products purchased from third-party sellers or marketplaces are not covered by this policy.

Legal Exceptions

No exclusion in this section is intended to limit or exclude any right or remedy that you are entitled to under Philippine law. If a law provides that a product must be eligible for return or remedy, that law prevails over this policy.

Below is how refunds are processed once a return is approved.

Approval Process

Every refund request is reviewed individually. We will assess the evidence you provide and may request additional information or the return of the product before approving a refund. We will notify you of the decision as soon as our review is complete.

Refund Method

Refunds are issued to the original payment method used at checkout. If you paid via GCash, your refund will be sent to your GCash account. If you paid via QRPH, the refund will be processed through the payment channel associated with your QRPH transaction.

GCash Refund Handling

GCash refunds are sent to the GCash mobile number used in your original payment. Please ensure your GCash account is active and in good standing. We will provide the GCash reference number once the refund has been sent.

QRPH Refund Handling

QRPH refunds are processed through the banking or e-wallet channel linked to your original transaction. Processing times may vary depending on your financial institution or e-wallet provider.

Estimated Processing Time

After a refund is approved and sent by us, please allow the following for the funds to appear in your account:

• GCash: refunds are sent to your GCash account once approved
• QRPH (bank or e-wallet): refunds are sent to your account once approved

After we send a refund, please allow several business days for the funds to appear in your account. Actual timing depends on your payment provider. We are not responsible for delays caused by your payment provider or financial institution.

Partial Refunds

In certain situations, a partial refund may be issued. This may occur when:

• Only part of a multi-item order is returned
• The returned product shows minor signs of use or wear beyond what is necessary to inspect it
• A custom order refund is approved after production has partially progressed, as determined on a case-by-case basis

You will be informed of any partial refund amount before it is processed.

Who pays for return shipping depends on the reason for the return.

Defective or Damaged Items

If the return is due to a defect in the product or damage that occurred during shipping, return shipping costs will be covered by us. We will provide a prepaid shipping label or reimburse your shipping expenses upon request.

Incorrect Orders

If you received the wrong item or an incomplete order, we will cover the cost of returning the incorrect product and shipping the correct one to you.

Customer-Request Returns

If you are returning a product for a reason other than defect, damage, or error (for example, a change-of-mind return on a non-custom product, where such a return is accepted), return shipping costs are your responsibility. We recommend using a trackable shipping service to ensure the item reaches us safely.

Legal Exceptions

Where Philippine law requires that we bear the cost of return shipping for a particular remedy, those costs will be covered by us regardless of the reason for the return.

Cancellation and refund are related but distinct processes. The following outlines how they interact depending on the stage of your order.

Before Production Begins

If your order has not yet entered production, you may request a cancellation. If approved, a full refund will be issued to your original payment method within our standard refund processing timeframe.

After Production Has Begun

For standard products, cancellation may still be possible if the item has not yet shipped. A refund will be issued for the full amount if cancellation is approved.

For custom products, cancellation after production has begun may result in a partial or no refund, depending on the stage of production and materials already used. We will communicate the applicable refund amount before processing the cancellation.

Custom Order Cancellation Limitations

Custom orders may have a shorter cancellation window. Please contact us immediately if you wish to cancel a custom order. Once the item is completed and shipped, it can no longer be cancelled and must go through the return process instead.

To request a return or refund, please follow these steps:

1. Contact our support team via email at andreaspaperbeads24@gmail.com or through our social media channels listed below.
2. Provide your order number from your order confirmation. This helps us locate your order quickly.
3. Explain the issue in detail. Let us know whether the product is damaged, defective, incorrect, or if you have another reason for the return.
4. Submit evidence such as photos, videos, or screenshots that support your request. The more detail you provide, the faster we can assess and resolve the issue.
5. Wait for assessment. We will review your request and respond as soon as we can with our findings and proposed resolution.
6. Follow return instructions. If returning the product is required, we will provide clear instructions on how to ship it back to us, including any prepaid labels if applicable.
7. Receive your resolution. Once we receive and inspect the returned item, we will process your replacement, repair, or refund in accordance with this policy.

If you have questions about this Returns and Refunds Policy or need to initiate a return, please reach out to us through any of the following channels:

You may also file a complaint with the Department of Trade and Industry (DTI) or other relevant Philippine government agencies if you believe your consumer rights have not been respected.