Refund policy

Last updated: November 11, 2025

We want you to love every purchase. If something isn’t right, we’re here to help within the guidelines below.

Section 1. Return and Refund Window

You may request a return or refund within 7 calendar days of receiving your order (based on the carrier’s delivery scan).

Section 2. Damaged or Broken Items (Important) 

To process any claim for damaged or broken items, we require an unboxing video taken before opening the parcel.

Your video must:

• Be one continuous, unedited recording
• Clearly show the unopened parcel and the shipping label with your name and tracking number
• Show you opening the parcel and the inner packaging
• Clearly show the damage on the product

Without this video, we cannot approve a damage-related return or refund.

Section 3. Eligibility and Condition of Returns

• Items must be unused, unopened, and in original packaging, including any seals, accessories, manuals, and freebies
• For hygiene and safety, opened or used personal care items are not returnable, unless covered under Section 2 (approved damage claim with the required unboxing video)
• Sale items, gift cards, and freebies are non-returnable and non-refundable unless damaged in transit with proper evidence as above

Section 4. Wrong, Missing, or Incomplete Orders

• If you received the wrong item or something is missing, contact us within 7 days of delivery with your order number and clear photos of what you received
• An unboxing video is helpful but not required for wrong or missing items

Section 5. How to Request a Return or Refund

Email our support team within 7 days of delivery with:

• Order number
• Full name and contact information
• Reason for the request
• Required evidence
  • For damage: the unboxing video (see Section 2) and clear photos of the damage and packaging
  • For wrong or missing items: clear photos of the items received and packaging

Please do not send any items back until we approve your return.

Section 6. Shipping Costs for Returns

• If your return is approved due to damage, defect, or our error, we will cover return shipping or provide a prepaid label
• For any other approved returns, you are responsible for return shipping and safe packaging

Section 7. Outcomes and Timelines

Once your return is received and inspected, we will notify you of the outcome:

• Replacement of the same item (subject to stock), or
• Refund to your original payment method, or
• Store credit (if you prefer)

Refunds typically post within 5 to 10 business days after approval, depending on your bank or payment provider.

Section 8. Exchanges

We only replace items if they are defective or damaged and your claim is approved in line with Section 2.

Section 9. Order Marked Delivered but Not Received

If a package shows “delivered” but you did not receive it, please contact the carrier immediately and notify us. We will assist where possible, but replacements or refunds may depend on the carrier’s investigation.

Section 10. International Orders, Duties, and Delays

Customs duties, taxes, and shipping fees are non-refundable. We are not responsible for delays caused by customs or the carrier.

Section 11. Policy Scope

This policy does not limit any rights you may have under applicable consumer laws.

Questions or to start a claim:

Email: marketing.infiniphilippines@gmail.com

Please include your order number in the subject line.