Refund policy
CAMEL APPLIANCES MFG. CORP.
Return & Refund Policy
Effective: September 2025
This Policy applies to all appliance purchases made directly from Camel Appliances Mfg. Corp. through our official online sales channels and delivered via authorized courier partners.
This Policy is issued in accordance with the Consumer Act of the Philippines (Republic Act No. 7394) and applicable DTI regulations. Nothing herein limits or waives consumer rights under Philippine law.
1. Coverage and Purpose
1.1 This Policy outlines the process for requesting assistance for appliances that are damaged, defective, incorrect, or non-conforming upon delivery.
1.2 It applies to direct purchases from Camel Appliances Mfg. Corp. and is intended to provide a clear, fair, and efficient resolution process.
2. What You Need to Know (Quick Guide)
2.1 Please inspect your appliance immediately upon delivery.
2.2 Take a clear, continuous unboxing video while opening the package.
2.3 If there is any issue, email customercare@camel.com.ph within seven (7) calendar days from receipt.
2.4 We can assist if:
- Your appliance arrives damaged, defective, or dented
- You receive an incorrect or incomplete item
- The product does not match its advertised description or specifications
2.5 Important reminders:
- Do not install or use the appliance if you intend to request assistance
- Keep the original box, manuals, warranty card, and accessories
- Returns are processed only after approval and inspection
2.6 Depending on the nature of the concern, Camel Appliances Mfg. Corp. will determine the most appropriate remedy — repair, replacement, or refund — in accordance with applicable consumer protection laws.
3. Eligibility for Returns
3.1 Returns are eligible if the appliance:
- Arrives damaged, defective, or dented
- Is incorrect or incomplete
- Is unused, uninstalled, and complete with original packaging, manuals, warranty card, and accessories
3.2 Returns are not eligible if:
- The appliance has been installed, used, modified, or repaired
- Damage is caused by misuse, improper installation, electrical issues, negligence, or normal wear and tear
- The required documentation is missing
- The request is made beyond seven (7) calendar days from delivery, unless covered by warranty for hidden defects
4. How to File a Request
4.1 Email customercare@camel.com.ph within the reporting period.
4.2 Include the following mandatory documentation:
- A clear, continuous unboxing video showing the appliance and packaging
- Photos of the outer packaging, courier waybill, and official receipt
4.3 These documents are required for proper assessment and coordination with courier partners. Requests without proper documentation will not be processed.
5. Assessment and Resolution
5.1 All requests are reviewed by Camel Appliances Mfg. Corp.
5.2 The company will determine the most appropriate remedy — repair, replacement, or refund — based on the issue’s nature and in accordance with the Consumer Act of the Philippines.
5.3 Refunds are not automatic; repair or replacement may be offered where appropriate.
6. Returns Process
6.1 Returns are accepted only after written approval from Camel Appliances Mfg. Corp.
6.2 Approved items must be returned in complete original packaging, including all manuals, warranty card, and accessories.
6.3 The appliance must be dropped off only at the authorized courier hub specified in the approval email.
6.4 A clear photo of the return receipt or waybill must be emailed as proof of shipment.
6.5 Unauthorized or self-initiated returns will not be accepted.
7. Refunds
7.1 Refunds are processed only after the returned appliance has been inspected at the warehouse.
7.2 Approved refunds include:
- The full purchase amount
- Return shipping costs, if approved and properly documented
7.3 Refunds are typically completed within seven (7) to ten (10) business days after confirmation of receipt.
8. Customer Responsibilities
8.1 Provide all required documentation (unboxing video, photos, receipts) when filing a return request.
8.2 Ensure the appliance is unused, uninstalled, and returned in original condition.
8.3 Follow the return instructions exactly as stated in the approval email.
Failure to comply may result in delays or denial of the return or refund.
9. Fraud Protection
9.1 Camel Appliances Mfg. Corp. reserves the right to deny requests found to be fraudulent, abusive, or made in bad faith, including falsified documentation, incomplete returns, or damage caused after delivery.
9.2 Such cases may be documented and reported to the appropriate authorities if necessary.
10. Our Commitment
10.1 We sincerely regret any inconvenience caused by defective, damaged, or incorrect deliveries.
10.2 We are committed to resolving valid concerns fairly, promptly, and transparently.
10.3 We continuously improve our quality control, packaging, and logistics to minimize delivery issues and enhance customer satisfaction.
11. Important Reminders
11.1 Return addresses are provided only after official approval.
11.2 Do not install or use the appliance if requesting a return.
11.3 Uncoordinated or unauthorized returns will not be accepted or processed.