PSA: It's Illegal For Online Sellers To Enforce A "No Video, No Refund" Policy

You know that giddy feeling when your delivery finally arrives at your doorstep? Maybe, out of excitement or exhaustion after a long day at work, you open your package without checking the seller's note: "No video, no refund." Then comes the problem: there are defects or missing items in the package. What's worse, the seller refuses to give you a refund because you forgot to take an unboxing video.

Don't worry, because this business policy is actually not valid under the Consumer Act (R.A. 7394).

In 2024, Department of Trade and Industry (DTI) Undersecretary Atty. Amanda Nograles clarified to both sellers and buyers that the "no video, no return, no exchange, no refund" policy is considered "deceptive, unfair, and unconscionable sales acts or practices" under the Consumer Act.

Not only is it deceptive, unfair, and unconscionable, but it is illegal, too. Violators may be fined from P500 to P10,000, imprisoned for five months one 1 year, or both.

"Sa katotohanan, 'yung 'no return, no exchange' isa rin yan na ipinagbabawal ng DTI kasi karapatan ng consumer na pwede niyang ibalik 'yung item na nabili niya kapag ito ay depektibo," Nograles reiterated in a Super Radyo dzBB interview.

The Consumer Act emphasizes that consumers have the right to request refunds, returns, or exchanges for defective items, regardless of whether they submit a video to the seller.

As Nograles explained: "Kapag 'yung item ay depektibo, bukod sa ibalik yung item, may option din siya na humingi ng replacement o pwede rin siyang humingi ng full refund ng item na binili niya, pwede rin niyang ipa-repair."

But this does not mean every purchase can automatically be returned. We all have buyer's remorse every now and then, but the DTI has clarified that businesses can still refuse a return, refund, or exchange if the item is still in good condition. Changing your mind about a product or picking the wrong color or size isn't exactly a valid reason.

Returns can also be refused for medicine purchases if the product is not adulterated, misbranded, counterfeit, or expired.

If a seller rejects your complaint because you do not have an unboxing video, the DTI said that complaints will be resolved based on the evidence submitted by both parties. This means an unboxing video may help support your complaint, but it cannot be made mandatory.

You can contact the DTI through its hotline at 1-DTI (1-384) or by email at consumercare@dti.gov.ph. Once a complaint is filed, the DTI will begin mediating between the parties and try to reach a settlement within seven to 10 days.

If both sides fail to settle, the DTI will then assess the evidence to decide whether the consumer or seller is at fault.

This article originally appeared on Spot.ph. Minor edits have been made by the Cosmo.ph editors.