PiDAM Returns & Refunds Policy

Updated: December 2025

PiDAM is committed to protecting buyers and ensuring a fair, trustworthy marketplace for farmers, cooperatives, vendors, and customers. This Returns & Refunds Policy outlines when and how customers may request returns or refunds in compliance with Philippine laws.

1. General Policy

PiDAM follows the DTI Consumer Act of the Philippines (RA 7394), ensuring that buyers receive safe, quality, and properly represented products.
Buyers may request a return, replacement, or refund for valid reasons outlined below.

Not all products are eligible for return (especially fresh produce), but defective, spoiled, wrong, or misrepresented items must be refunded or replaced.

2. Valid Reasons for Returns & Refunds

A buyer may request a return, replacement, or refund if ANY of the following occur:

2.1 Damaged or Defective Item

The product arrived broken, contaminated, unsafe, spoiled, or with visible damage.

2.2 Wrong Item Delivered

The buyer received a product that is different in type, size, weight, variant, or quantity from what was ordered.

2.3 Spoiled, Expired, or Unsafe Products (Food Safety Act RA 10611)

This applies especially to fresh produce, meat, processed food, or products with expiry.

2.4 Product Not as Described / Misrepresentation

• Wrong weight/quantity
• Fake images
• Incorrect product description
• Misleading quality claims

2.5 Incomplete Product Delivered

Missing items, components, or inclusions.

2.6 Unauthorized or Fraudulent Transaction

If an order was made without the buyer’s consent.

3. Non-Returnable Items

Certain products cannot be returned unless defective, incorrect, or unsafe:

• Fresh produce (vegetables, fruits, meats)
• Perishable goods
• Cooked or prepared foods
• Items damaged due to buyer mishandling
• Custom or made-to-order items

4. Return & Refund Timeframe

Buyers must file a complaint within:

• 24 hours for fresh/perishable products
• 7 days for non-perishable products
• Immediately for fraudulent or unauthorized transactions

After these periods, PiDAM can no longer guarantee a refund.

5. Requirements for Return/Refund Requests

Buyers must provide:

• Order ID
• Clear photos or videos of the issue
• Description of the problem
• Proof of quantity/weight (if applicable)
• Packaging photos (if damaged upon delivery)

PiDAM may decline incomplete claims.

6. Resolution Process

Step 1 — Buyer submits complaint

Through the PiDAM Order Support section.

Step 2 — Vendor Review

Vendor has 24 hours to respond.

Step 3 — PiDAM Intervention (if needed)

PiDAM will mediate if the vendor fails to respond or if there is dispute.

Step 4 — Return/Refund Decision

Based on the evidence and compliance with DTI rules.

Step 5 — Refund or Replacement Issuance

Refunds may be issued via:

• E-wallet
• Bank transfer
• Store credits
• Cash-on-delivery reversal (case-to-case basis)

7. Return Shipping Guidelines

7.1 Vendor Fault (e.g., wrong, damaged, spoiled, misrepresented)

✔ Vendor will shoulder return shipping or replacement costs.

7.2 Buyer Fault (wrong address, no-show, incorrect order)

✘ Buyer may shoulder return fees (case-based).

8. Order Cancellation Rules

Before shipment or preparation:

• Buyer may cancel anytime.

After items are harvested/prepared or shipped:

• Cancellation allowed only for urgent and valid reasons (e.g., safety issues).

9. Vendor Responsibilities Under RA 7394

Vendors must:

• Accept valid returns
• Issue refunds promptly
• Avoid misleading listings
• Maintain product quality
• Follow fair trade practices

Vendors who refuse valid returns may face:

• Account suspension
• Marketplace penalties
• DTI complaint escalation

10. PiDAM Role in Disputes

PiDAM acts as a neutral mediator following DTI guidelines.
We may:

• Request evidence
• Hold vendor payouts
• Issue refunds on behalf of vendor
• Suspend accounts for repeated violations

11. Abuse of Return/Refund Privileges

PiDAM may restrict accounts for:

• Filing fake complaints
• Returning used/damaged items not caused by vendors
• Excessive or fraudulent refund requests
• Harassing vendors or delivery riders

12. Policy Updates

PiDAM may revise this policy to comply with new laws, DTI guidelines, or marketplace improvements.
Notifications will be sent for major updates.

13. Acceptance of Policy

By using PiDAM, buyers and vendors agree to follow this Returns & Refunds Policy and all related platform guidelines.