Return, Refund & Replacement Policy

Effective Date: April 01, 2023
Last Updated: September 29, 2025

1. Overview

At LBD FOOD HUB, we strive to deliver fresh and high-quality food products to our customers. If there is any issue with your order—such as damage, spoilage, incorrect item, or a defect—we will work with you to make it right.

However, because we deal with perishable goods, our return, refund, and replacement policies necessarily differ from those for non-perishable items. We ask for your understanding and cooperation.

2. Legal Basis & Consumer Rights in the Philippines

Under Republic Act No. 7394 (The Consumer Act of the Philippines), consumers have the right to demand repair, replacement, or refund when goods are defective, not as described, or misrepresented.
The DTI prohibits blanket “No Return, No Exchange” signs, especially when they deny or mislead consumers of their rights.
Food products are subject to implied warranties of merchantability and fitness. If the product is spoiled, contaminated, or not fit for consumption, the customer has a legal remedy.

Because of these, our policy below is intended to be fair, transparent, and legally compliant.

3. What Qualifies for Return, Refund, or Replacement

You may request a refund, replacement, or return if one or more of the following occur:

The product is delivered in a spoiled, contaminated, or obviously unsafe condition.
The product delivered is significantly different from what was ordered (wrong item, wrong quantity, or wrong variant).
The product fails to meet representations or descriptions made (e.g. “freshly cooked,” “no preservatives,” “allergen-free” claims) and this is proven to be untrue.
Hidden defects are discovered (i.e. problems not obvious upon receipt).

What is not covered:

Products that have been obviously mishandled or altered by the customer (e.g. opened and stored improperly, contamination caused by customer).
Change of mind or buyer’s remorse (unless otherwise expressly allowed in our policy).
Products beyond their shelf life or “best before” date, if that date has legitimately passed under normal storage.
Situations where the customer fails to notify us within the allowed timeframe (see Section 4).

4. Timeframe & Notification

You must report any issue (request a refund, replacement, or return) within 2 hours after delivery.
When you notify us, please include:
1. Order number / invoice / proof of purchase
2. Description of the problem (e.g. spoilage, wrong item)
3. Photographic or video evidence, if possible (e.g. photos of spoiled item, wrong delivery)
4. Your preferred remedy (refund, replacement, or return)
We may require inspection of the product (or photographic evidence) before approving the request.

5. Return Shipping & Handling

Because we deal with food items:

In most cases, we will arrange return pickup (if feasible in your area) or request that you hold onto the product until our staff or courier collects it — provided the product is still in acceptable condition for inspection.
If the customer opts to return the product themselves (e.g. via courier), return shipping costs may apply, unless we accept full responsibility (e.g. we delivered wrong item or a spoiled/damaged product).
The product must be packed properly (in original packaging, where applicable) to preserve integrity until inspection.

6. Remedies: Refunds, Replacements, or Credits

Once we confirm the issue:

Replacement: We may send you a replacement item (of the same value or comparable item) where feasible.
Refund: If a replacement is not feasible, or if you prefer, we will issue a refund equivalent to the product value (excluding shipping unless we caused the issue).
Store Credit / Voucher (optional): In some cases, we may offer store credit or a voucher as an alternative, with your agreement.

Refunds will be processed via the same payment method you used (bank transfer, e-wallet, cash, etc.). Processing time may vary based on your bank or payment provider.

7. Restocking, Deductions, or Partial Refunds

In rare cases, a restocking fee might be applied if the product is returned in a condition that requires additional handling.
If only part of the order is defective or problematic, we may offer a partial refund for that portion.

8. Non-Returnable or Final Sale Items

Due to hygiene, safety, and perishability concerns, some items may be marked as final sale / non-returnable, unless they are defective. Examples may include:

Prepared hot meals
Items already opened or consumed
Customized meals or special orders (unless faulty)

We will clearly mark such items in their product descriptions. However, defect or misdelivery claims are still eligible for remedy.

9. How to Request a Return / Refund

Contact our Customer Support (via email, chat, or phone) within the allowed timeframe.
Submit proof and images as needed.
Our team will evaluate your request and respond within [e.g. 24–48 hours].
If approved, we will coordinate pick-up or return, and arrange the remedy (refund, replacement, or credit).
We will notify you once the process is completed and provide any tracking or confirmation details.

10. Appeals & Disputes

If we reject your request and you believe that the decision is unfair, you may escalate the issue to:

Our Management / Customer Care escalation team
Department of Trade and Industry (DTI) – Consumer Protection
Appropriate regulatory agencies (e.g. Food and Drug Administration, if food safety is involved)

We commit to cooperating fully in any such proceedings.

11. Amendments & Changes

We reserve the right to modify or update this policy at any time. Any changes will be posted on our website and will apply to future sales.

If you have questions about this policy or need assistance, please reach out to us at:

Contact Information
LBD FOOD HUB
Email: team@lbdfoodhub.com
Phone / Mobile: 0976 388 5007
Address: 457, Central Park, Talomo, Davao City, Philippines 8000