Refund policy

At ALKE, we are committed to providing our customers with high-quality products. If for any reason you are not satisfied with your purchase, we offer a flexible return and exchange policy to ensure your satisfaction. 

We highly recommend recording an unboxing video upon receiving the items ordered to support any damage or item issue claims. In the absence of such video, we may request other forms of unequivocal evidence (e.g., photos, proof of transaction) to process your claim.

Please carefully read the following policy:

RETURNS & EXCHANGES

We accept return and exchange requests. You may exchange your item for another of equal or higher value—just pay the difference. If the item you want is of lower value, no refunds will be given and the price difference will be forfeited.

Items ordered can only be exchanged once.

To be eligible for a return or exchange, items must be returned within 7 days of receipt. We will base the date of receipt on your LBC tracking # or Lalamove delivery date. The item must be in the same brand new condition as when received and in its original packaging. Additionally, proof of purchase may be required required (e.g., screenshots, order #, or other proof). Only the buyer, according to the email and name in the Shipping Details submitted, may request for exchange. 

Please follow the 3 steps below to facilitate your return:

Step 1: Initiate the Request: Contact us via Instagram or Facebook to notify us that you’ll be returning an item and let us know your desired item to be exchanged for. If your desired item is available, we will reserve it for 3 days only. 

Step 2: Pack and Send: Repack the item securely with all original packaging and send it to our address strictly via LBC only (same day returns via other couriers are not allowed) within 3 days. If you ship it beyond 3 days, we cannot guarantee that your desired item will still be available. We will provide the address and instructions via DM. 

Note: If you receive an item that is damaged, defective, or incorrect, please contact us via Facebook or Instagram within 2 days from when you receive the item. Include photos and an unboxing video. We will arrange return shipping and issue a replacement within 3–5 business days after receiving the returned item. Should delays occur, we will notify you accordingly.

For all other returns or exchanges (e.g., item or size exchange), the customer is responsible for:

  • Return shipping via LBC, including the fees, to ALKE
  • Shipping fees (P100) for re-delivery of the new item via LBC

To qualify for an exchange, the item must be returned in its original brand new condition with complete packaging intact.

Step 3: Approval & Processing: Once we receive and inspect the item, we will notify you if we approve the exchange. After we approve, please wait 3-5 business days for us to ship out your replacement item. Should delays occur, we will notify you accordingly. If we do not approve the exchange based on our inspection, we will send back the same item we received.

Important:

ALKE reserves the right to reject returns or exchanges at our sole discretion in cases such as:

  • Requested size or item is out of stock or in low quantities
  • Returned items are used, washed, worn, damaged, or stained
  • Purchases made with the intent of resale
  • Attempts to exploit the return policy (exchanging more than once may be considered as exploitation)
  • Abusive behavior (see our Community Guidelines)

Furthermore, we reserve the right to refuse or block returns and/or future orders from customers at our own sole discretion in cases where we find reasonable evidence of:

  • Irregular or excessive return history
  • Return of used, damaged, or altered items
  • Evidence of resale behavior
  • Potentially fraudulent activity
  • Spamming, abusive, disrespectful, and/or aggressive behavior towards our staff

REFUNDS

Eligibility for Refunds:

All sales are considered final except in cases of product defect, damage, or incorrect item delivery, in accordance with the Consumer Act of the Philippines. Refunds will only be considered in the following scenarios:

  • Incorrect item received AND the correct item replacement is no longer available:

If you receive the wrong product different from what you have ordered (e.g. wrong color, wrong item, or wrong size), please contact us immediately upon receipt. Include photos and an unboxing video to support your claim. We will provide return instructions and send you the correct item at no additional cost. Returns must be facilitated within 1 week upon receiving the incorrect item.

If the correct item is still available, we will not issue a refund and instead we will ask you return the wrong item before we ship the correct item. We will send the instructions for the LBC return process via IG or FB and we will cover all the shipping fees. We will issue the refund within 3 business days after receiving the returned item.

If the correct item is no longer available (e.g., out of stock), we will provide the option of a refund or exchange to another item for the buyer. We will issue the refund within 3 business days after receiving the returned item. We will cover all shipping fees.

  • Defect or Damaged Item:

If your item arrives damaged, contact us within 48 hours upon receiving the item (we will check when you have received the item based on the LBC tracking number) with a supporting unboxing video, photos, and other evidence. An unboxing video is required as proof that the item was damaged upon opening the package and that no user-related damage occurred after unboxing. 

Note that we cannot replace or refund if the item has already been used or washed and not in brand new condition. However, in special cases and depending on the severity of the damage, we may decide, at our sole discretion, to provide a free replacement or refund or other remedies such as discount vouchers.
 
If the same item is available in stock, we will replace your item via LBC. We will send the instructions for the LBC return process via IG or FB and we will cover all the shipping fees. Returns will be processed on our next ship out batch (tuesday-thursday-saturday). 

If the same item is no longer available, we will provide the option of a refund or exchange to another item for the buyer. We will issue the refund within 3 business days after receiving the returned item. We will cover all shipping fees.

Returned items will be subject to our inspection to ensure that there was no tampering on the item. Tampered items will not be eligible for refunds or exchanges and will be shipped back to you at no cost.

Note: Refunds will be processed via GCash only unless we state otherwise. 

Refunds will NOT be issued for:

  • Items returned without prior approval
  • Claims of damage or incorrect items without unboxing or other unequivocal proof (video + photos)
  • Change of mind
  • Items that were damaged after use or after wash as it is out of our control how user handles the items