1. General Policy
Due to the nature of our products as nutrition and health-related goods, we do not accept returns, exchanges, or refunds for products that have been opened, used, damaged after delivery, or returned due to change of mind.
We only accept return, replacement, or refund requests under valid conditions, such as:
You received the wrong product.
You received a damaged product.
You received an expired product.
You received an incomplete order.
The product has a verified manufacturing defect.
The product was damaged during delivery before it reached you.
2. Return and Refund Request Period
Customers must contact us within 7 days after receiving the order to request a return, replacement, or refund.
Requests submitted after 7 days may not be accepted, unless required by applicable law.
3. Conditions for Return or Replacement
To be eligible for a return, replacement, or refund, the product must meet the following conditions:
The product must be unused and unopened.
The product seal, cap, packaging, label, and original box must be intact.
The product must be in the same condition as when received.
The customer must provide proof of purchase, such as order number, receipt, invoice, or payment confirmation.
The customer must provide clear photos or videos showing the issue with the product or package.
We reserve the right to reject any return or refund request if the product has been opened, used, tampered with, damaged after delivery, or if the request is incomplete or unsupported by evidence.
4. Non-Returnable and Non-Refundable Items
The following items are not eligible for return or refund:
Opened or used products.
Products with broken seal caused after delivery.
Products damaged due to improper storage or handling by the customer.
Products returned due to change of mind.
Products returned because the customer no longer wants the item.
Products returned because the customer provided incorrect shipping information.
Products purchased from unauthorized sellers or third-party platforms not operated by IQ GOLD Philippines.
Promotional gifts, free items, samples, or bundled freebies, unless defective or required by law.
5. Damaged, Wrong, or Defective Products
If you receive a damaged, wrong, expired, incomplete, or defective product, please contact us immediately at:
Iqgold@philippines.com
Please include the following details:
Full name.
Order number.
Contact number.
Delivery address.
Photo or video of the product.
Photo or video of the packaging.
Clear description of the issue.
After receiving your request, we will review the case and may offer one of the following solutions:
Product replacement.
Missing item reshipment.
Store credit.
Partial refund.
Full refund, if applicable.
6. Change of Mind
We do not accept returns, exchanges, or refunds due to change of mind.
This includes cases where:
The customer no longer wants the product.
The customer ordered the wrong item.
The customer found a cheaper price elsewhere.
The customer changed their decision after the product was shipped or delivered.
The customer refused the delivery without a valid reason.
7. Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information.
We are not responsible for failed delivery, delayed delivery, or lost orders caused by incorrect, incomplete, or unreachable customer information, including wrong name, wrong phone number, wrong address, or failure to respond to courier calls or messages.
If an order is returned to us due to incorrect customer information, additional shipping fees may apply before reshipment.
8. Delivery Refusal
If a customer refuses to receive the order without a valid reason, the order may not be eligible for refund.
For Cash on Delivery orders, repeated refusal of delivery may result in order cancellation or restriction from future COD purchases.
9. Refund Process
If your refund request is approved, the refund will be processed through the original payment method where possible.
Refund processing time may vary depending on the payment provider, bank, or platform used.
For Cash on Delivery orders, we may request additional information to process the refund, such as bank account details, e-wallet details, or other refund channels available at the time.
10. Shipping Fees
Original shipping fees are generally non-refundable, unless the return or refund is caused by our error, such as wrong product, damaged product, or verified fulfillment issue.
If a replacement is approved due to our error, we may cover the shipping cost for the replacement.
If the issue is caused by incorrect customer information, customer refusal, or customer-related delivery failure, the customer may be responsible for additional shipping fees.
11. Product Storage and Handling
Customers are responsible for storing the product properly after receiving it.
Please keep the product in a cool, dry place, away from direct sunlight, heat, moisture, and contamination.
We are not responsible for product damage, spoilage, or quality issues caused by improper storage or handling after successful delivery.
12. Promotions, Bundles, and Free Gifts
For promotional orders, bundle offers, or orders with free gifts, all items may need to be returned together if a return is approved.
If only part of a bundle is returned, the refund amount may be adjusted based on the value of the products kept by the customer.
Free gifts and promotional items are not exchangeable for cash.
13. How to Contact Us
For return, replacement, or refund requests, please contact us at:
IQ GOLD Philippines
Brand: IQ GOLD PHILIPPINES
Email: Iqgold@philippines.com
Please make sure to contact us within 7 days after receiving your order and provide complete evidence so we can review your request properly.
14. Changes to This Policy
We may update this Return and Refund Policy from time to time to reflect changes in our business operations, delivery process, payment methods, or legal requirements.
Any changes will be posted on this page with an updated “Last updated” date.
