GENERAL POLICY

Customers who bought items from ShopSM at regular price can apply for return/exchange up to thirty (30) days from the date when the order is received, where day one is the receiving/collection date. Meanwhile, items bought during sale events, at markdown price, or using vouchers can apply for return/exchange up to seven (7) days from the date when the order is received/collected. 

 Valid reasons for return and exchange include the following:  

  • Product that is fundamentally different in nature from the product specified in the website;
  • Faulty, defective, or damaged product;
  • Product that is not as advertised on the website;
  • Wrong item is delivered;
  • Item has missing parts or accessories; or
  • Change of size (for fashion items). 

Be sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag. Please note that your original receipt was shipped together with your order. It is important to keep your original receipt safe should you ever need it for warranty or return and exchange.

Please note that return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., make-up, underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for return/exchange.

All returns have to be initially processed through the ShopSM website and completed in any of THE SM STORE branches nationwide. 

PROCESS 

  • Step 1: Log in to ShopSM and navigate to My Account > My Orders. Identify the order number where item/s for return/exchange is associated.
  • Step 2: Click My Returns under your My Account. You will be asked to fill in your order number and e-mail address.
  • Step 3: Select from the drop-down menu the number of items you want to return.
  • Step 4: Supply the reason for return from the drop-down menu. Add the description of the items to be returned, as well as your preferred branch to return the item/s to. Upload a number up to 6 images to support your request. For cookware, appliances, electrical devices, kindly provide photos as proof. Please include the name of the store where you prefer to have your item/order returned.
  • Step 5: Select refund to store credit. 
  • Step 6: Select which store you want to return your item. For now, you can return the item to the nearest The SM Store.
  • Step 7: Please wait for a confirmation e-mail from ShopSM within 48 hours if your return request has been approved.
  • Step 8: Once approved, head over to the designated The SM Store to return your item. Please don’t forget to bring the transaction receipt.

Selected item/s for exchange may be of the same or higher value as the original item being returned. The price difference of item/s with higher value than the original item must be paid. Customer waives any excess amount if item chosen for exchange has lower value than the original item. 

FOR DYSON PRODUCTS:

Customer may return and exchange items under the following conditions:

  • Return and exchange is within a period of 30 days from the date when the order is received for regular–priced items and 7 days from the date when the order is received if on markdown and
  • Accompanied by the original receipt, and
  • Item is unused, in its original packaging and box intact

In addition, we would like to advise you that the following conditions are not entitled to a refund or exchange under the Consumer Act of the Philippines (RA 7394)

  • Sudden change of mind
  • Defects caused by misuse or mishandling of items by customer
  • Discovery of the lower price of the same item from another store

Return and exchange will be coordinated with the customer separately.

Please be advised also that, the personal data you have provided will be used to process, complete, and deliver your orders (should there be any). It will also be used for marketing or commercial purposes, including analytics to improve our services.

FOR SM HOME (bulky furniture):

Return and exchange for bulky furniture under SM Home bought through ShopSM channel doesn’t follow the usual process and policy as the other products bought on ShopSM. For SM Home products bought on ShopSM, customer may return and exchange items under the following conditions:

  • Return and exchange is within a period of 30 days after order has been received and 7 days after order has been received for items that are bought on markdown and
  • Accompanied by a copy of the sales invoice

It is important to keep your sales invoice copy (which will be emailed to you) and other important documents safe for when you would need to request for warranty or return and exchange.

In addition, we would like to advise you that the following conditions are not entitled to a refund or exchange under the Consumer Act of the Philippines (RA 7394):

  • Sudden change of mind
  • Defects caused by misuse or mishandling of items by customer
  • Discovery of the lower price of the same item from another store

SM Home will assist and handle replacement of products that fall under valid reasons for exchange, such as mentioned above. Please get in touch with the store DM’s to process return and exchange requests. You may find their contact details at the sales invoice you received on the day of your products delivery.