Returns & Exchanges
We want every step with Dr. Kong to feel right. Here’s a simple guide to help you understand our return, exchange, and refund process.
Requesting a Return or Exchange
Follow these simple steps so our team can assist you as quickly as possible.
Contact Us
Message DrKongPH through our official Facebook page and provide your order details and reason for the request.
Send Details
Our team may request photos or videos of the item, packaging, shipping label, or concern for verification.
Follow the Instructions
If a return is approved, our representative will provide the next steps. If returning by courier, please share the tracking number.
What Qualifies for a Return or Exchange?
Please make sure your item meets the following conditions.
✓ Eligible Items
- Request is made within 7 days of receiving the order.
- Item is unused and in original condition.
- Original tags are still attached.
- Original packaging is complete and intact.
- Proof of purchase or order details are available.
Items Not Covered
- Change-of-mind requests.
- Damage caused by misuse or mishandling.
- Gift item exchange requests.
- Clearance or markdown sale purchases.
- Price comparisons or price adjustments after purchase.
Damaged or Incorrect Items
If your order arrives damaged or you received the wrong item, please keep everything as received and contact us immediately.
Please Keep the Original Packaging
- Do not remove the product tags.
- Do not dispose of the original box or packaging.
- Keep the shipping label available.
- Take clear photos of the item and packaging.
- Our team may request additional photos or videos for verification.
For concerns involving a damaged, defective, or incorrect item, please contact us before sending anything back so our team can provide the appropriate instructions.
What Happens to the Shipping Fee?
Damaged or Incorrect Item
If the item is confirmed to be damaged or incorrect, Dr. Kong covers the applicable return shipping cost.
Customer Preference or Error
For eligible returns resulting from customer preference or customer error, applicable shipping and storage fees may apply.
Online Orders vs. Physical Stores
Online purchases and branch purchases follow separate processing channels.
Online Purchases
Returns and exchanges for online orders must be coordinated online through our official customer service channel.
Physical Stores
Physical branches cannot process returns or exchanges for purchases made through our online store.
Our Refund Policy
Refunds are generally not available for online purchases.
Refunds may be considered only in cases where applicable under the DTI Implementing Rules and Regulations of Republic Act No. 7394, including qualifying cases involving defective products that cannot be repaired or replaced, safety concerns, or other legally recognized grounds.
For refund requests involving an alleged defect or issue, we may require clear documentation of the condition of the package and product upon opening.
For unboxing documentation, please show:
Frequently Asked Questions
How many days do I have to request a return or exchange?
Return or exchange requests must be made within 7 days of receiving the order.
Can I exchange an item because I changed my mind?
Change-of-mind requests are not covered by our return and exchange policy.
Can I return an online order to a Dr. Kong branch?
No. Online orders must be processed through our online customer service channel and cannot be returned or exchanged at physical branches.
What if I received the wrong item?
Please keep the item, tags, packaging, and shipping label. Contact us through our official Facebook page and provide your order details. Our team may request photos or videos for verification.
What if my item arrives damaged?
Please do not dispose of the packaging or remove the tags. Contact us immediately and provide the requested photos or videos so our team can assess the concern and advise you on the next steps.
Do you provide refunds?
Refunds are generally not available unless the circumstances fall under applicable consumer protection rules, including qualifying cases recognized under the DTI implementing rules of Republic Act No. 7394.
Need Help With Your Order?
Our team is here to help you understand your options and guide you through the appropriate process.
Contact Dr. Kong PHThis policy applies to purchases made through the Dr. Kong Philippines online store. Applicable consumer rights under Philippine law remain unaffected.
