The Australian Competition and Consumer Commission's (ACCC) repair, replace, refund problem solver helps you understand your consumer rights and the steps you can take to resolve a problem, and provides key information about when you can use your rights. You may look forward to the availability of basic and prime commodities to consumers at affordable prices and of good quality. (Arim Mira/DTI-MisOcc) Fortunately, my friend knows his consumer rights and brought the items back to the supermarket. A recent CHOICE shadow shop uncovered widespread ACL violations, and the ACCC has been penalising retailers that don't play by the rules – as several Harvey Norman franchiseesdiscovered in late 2013. Please enable JavaScript to view the page content. Your 30 day right to return. No Return, No Exchange — Points to Remember: Inspect all products that you’re planning to buy. No Warranty. The prohibition is aimed to correct the misconception of a lot of consumers that they do not have the right to return shoddy or defective goods or demand for remedies in case of defective or imperfect service because of the "No Return, No Exchange" notice in the receipts or anywhere in the business establishment. Many retailers have a return/exchange policy. DTI Consumer Care is the official page of the Department of Trade and Industry's Consumer Protection Group (CPG) where consumers can get relevant and up-to-date information on their rights, responsibilities, and protection under the law. Likewise, on the problems encountered by consumers, Dalaten disclosed that consumers mostly incurred problems on the product and its service warranties. You are entitled to return a product if you believe that there is a problem. Main Office Address. Alinsunod ito sa sa Republic Act 7394 o "Consumer Act of the Philippines." altered the item. Good practice: policy does not mislead consumers and sets out consumer rights clearly and comprehensively; Pass: policy is ok, but has minor problems or could be clearer; and Fail: policy seriously departs from good practice, risks misleading consumers regarding their rights or places unreasonable barriers to returning faulty goods. (JNPD/EMBS/PIA-1, Pangasinan). Immediate reimbursement of the amount paid; For product quantity imperfection, the consumer may demand alternatively at his option: The supplementing of weight or measure differential; The replacement of the product by another of the same kind, mark or model, without said imperfections; The immediate reimbursement of the amount paid, with monetary updating without prejudice to losses and damages, if any. Restitution or rescission of the contract without damages; Condemnation and seizure of the consumer product found to be hazardous to health and safety unless the respondent files a bond to answer for any damages or injury that may arise from the continued use of the product; The imposition of administrative fines in such amount as deemed reasonable by the Secretary, which shall in no case be less than Five Hundred Pesos (P500.00) nor more than Three Hundred Thousand Pesos (P300,000.00) depending on the gravity of the offense, and an additional fine of not more than One Thousand Pesos (P1,000.00) for each day of continuing violation. The Consumer Rights Act gives you the statutory right to return something and get your money back if it's faulty. You can find legal information and other resources on its website. people. Dalaten said that on the “No Return, No Exchange” policy, consumers can avail of the remedies only when products are found to be defective and “change of mind”  is not covered under the Consumer Act of the Philippines. Consumer Return and Refund Laws by State ... A store that does not have a return policy can refuse to take back goods, as this is within the law. The Philippine Information Agency is the official public information arm of the Government of the Republic of the Philippines. If a product has a minor fault, the retailer can choose to repair the item, replace it, or refund your money. The DTI reminder was issued this October 2016 which is considered as the Consumer Welfare Month. Community Law Centre – offers free one-on-one legal advice to people with limited finances. The Department of Trade and Industry (DTI) is a prime mover of consumer welfare. She urged the public to report their complaints against trade exploitations and deceptive sales at DTI-Pangasinan Provincial Office located at the 2nd floor of Star Building, Arellano Street in Dagupan City or call at telephone numbers (075)-551-3183 or 529-6177 or email at RO1pangasinan@dti.gov.ph. The issuance of a cease and desist order; The acceptance of a voluntary assurance of compliance or discontinuance from the respondent which may include any or all of the following terms and conditions: An assurance to recall, replace, repair or refund the money value of defective products distributed in commerce; An assurance to reimburse the complainant out of any money or property in connection with the complaint, including expenses in making or pursuing the complaint, if any, and to file a bond to guarantee compliance therewith. It is an attached unit of the Presidential Communications Operations Office (PCOO). The organisation has 24 community law centres throughout the country. By Elsha Marie B. Soriano Natalia Dalaten, officer-in-charge provincial director of DTI Pangasinan, reminded the public to exercise their eight basic consumer rights to protect themselves from deceptive sales. Right to choose your product. When products are faulty. Right to information provides protection against deceptive advertising or labelling and has the right to be given the facts and information needed to make an informed choice. Please enable JavaScript to view the page content. Download Now! The consumer protection act and the Bill of Rights allow consumer certain rights and these include the following: Right to privacy. The policy also indicates whether the refund is provided as store credit or return of the purchase price. Sign up for the monthly news, bulletins, and events. Download Now! “Be always vigilant and use social media to help you become well-informed and updated on issues that may affect your rights as consumers,” said Dalaten in a statement. Right to redress provides the right to be compensated for misrepresentation, shoddy goods or unsatisfactory services. The Australian Consumer Law (ACL) provides a range of consumer protections. … While merchants are required to accept returns in only certain situations, some states have laws governing the disclosure of refund and return policies. Right to safety that ensures protection against products or services that are hazardous to health and life. Retailers can set the terms and limitations of a return policy, but if a policy is brought to the consumer’s attention at or before the … Right to fair and honest dealing. The newly-established Calabarzon FB page for consumer protection and welfare uses characters such as Kuya Carl and Manong Justin as it imparts across consumer their rights and DTI’s policies for the protection of consumers like the ‘no return, no exchange’ policy, product quality and safety, the purpose of price tags, among others. Almost every consumer has returned a purchased retail item for a refund, exchange, or store credit at some point. The right that guarantees survival, adequate food, clothing, shelter, health care, education and sanitation. Problema sa Product Safety and Quality. Right to representation is the right to express consumer interest in the making and execution of government policy. The Act says products must be of acceptable quality, fit for purpose and match their description. In instances not dealt with above where a consumer returns an item to the supplier, the return will be dealt with in terms of the supplier’s own returns policy. Complaints and requests for review of our processes help us continuously improve the quality of our services and communications. However, this guarantee causes confusion as it misleads the public from the law-imposed warranties. Attach your proof (s) of transactions and send it via email to ftebmediation@dti.gov.ph. You are generally responsible for returning the product if it can be posted or easily returned. COMPLAINTS DTI is committed to providing a fair, timely, and professional response to your feedback. The following information covers the basics of refunds and return policies in general. Dalaten stressed that nowadays, consumers should assert their consumer rights especially that they have wide range of products and services they can choose from. Assert your consumer rights – DTI. When a product isn’t up to scratch, the Consumer Guarantees Act gives you powerful after-sales rights. The Anti-No Return, No Exchange poster of the DTI. CAB can advise you on your consumer rights and obligations, in person, by phone, or online. It is committed to protecting the rights and interests of the consumers and is also committed to developing policies and programs aimed at sustaining the growth and development of the Philippine economy. For retailers or salespeople, being ignorant of the law is no excuse – and there is plenty of ignorance out there. You need to file a complaint. What is a Return & Refund Policy. replacement of the product by another of the same kind in a perfect state of use. The agency has a regional office in all 15 regions and has an information center in 79 provinces across the Philippines. Dalaten stressed that nowadays, consumers should assert their consumer rights especially that they have wide range of products and services they can choose from. You have the legal right to a refund if you return your faulty good within 30 days of receiving it, regardless of what the store's return policy says. Published on February 19, 2019. Download Now! Natalia Dalaten, officer-in-charge provincial director of DTI Pangasinan, reminded the public to exercise their eight basic consumer rights to protect themselves from deceptive sales. 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