GENERAL POLICY

Customers who bought items from ShopSM can apply for return/exchange up to thirty (30) days from the date of receipt, where day one is the receipt date. 

 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). 

Invalid reasons for return and exchange (under the Consumer Act of the Philippines RA 7394):

  • Change of mind (includes change in color)
  • Defects caused by misuse or mishandling of items by customer
  • Discovery of the lower price of the same item from another store

For returns and exchanges, kindly visit the nearest The SM Store branch and present a copy of your tape receipt along with your item. If valid for return, a customer credit voucher shall be issued by the store, which you can use to purchase from The SM Store branch.

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.

    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:

    Kindly contact Dyson Aftersales Support at the numbers below for repairs/damages/registering of your machine. We do not accept returns and exchanges at The SM Store.

     

    FOR SM HOME (bulky furniture):

    For SM Home furniture 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 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 (includes change in color)
    • 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 department manager 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.

     

    FOR SM Appliances:

    Return and exchange for appliances under SM Appliances bought through ShopSM don’t follow the usual process and policy as the other products bought on ShopSM. 

      SM Appliances will assist and handle replacement of products that fall under valid reasons for exchange. It is important to keep your sales invoice copy and other important documents safe for when you would need to request for warranty or return and exchange at SM Appliances.

      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 (includes change in color)
      • Defects caused by misuse or mishandling of items by customer
      • Discovery of the lower price of the same item from another store

      Kindly contact us via website chat for returns-related concerns on SM Appliances.