Refund policy

SPATIO Online Return & Exchange Policy 

At SPATIO, we curate pieces with care and intention. we are committed to ensuring that our customers are satisfied with their purchases.  To maintain fairness and transparency, our return and exchange policy is aligned with the provisions of the Consumer Act of the Philippines.  

Eligibility 

  • Items must be unused, unworn, and in original condition, with tags and original packaging intact.  

  • If an item is damaged during shipping, you may send us proof of the damaged item by emailing our SPATIO support team 

  • Requests must be made within 7 days from the date of receipt. 

  • A valid proof of purchase (order confirmation or receipt) is required. 

 

Items Not Eligible for Return or Exchange 

  • Sale or discounted items 

  • Customized or personalized products 

  • Intimates, swimwear, or hygiene-sensitive items 

  • Items showing signs of use, wear, or damage not due to defect 

  • Change of mind is not allowed

 

How to Request a Return or Exchange 

  • Once approved, return instructions will be provided. 

  • Items must be shipped back within 3 days from approval. 

  • Return shipping costs are shouldered by the customer, unless the item received is defective or incorrect. Orders may be returned and refunded if it is found that the items delivered do not meet the standard quality that SPATIO upholds. If the item was damaged prior to dispatchment or the item does not match the order details, SPATIO will replace the item and shoulder all courier fees related to the exchange. 

 

Exchanges 

  • Exchanges are subject to availability. 

  • If the preferred item is unavailable, store credit or a refund will be offered. 

 

Refunds 

  • Refunds are processed within 7–14 business days after inspection and approval. 

  • Refunds will be issued to the original mode of payment or as Spatio store credit, depending on the case. 

  • If the transaction was accepted and selected items in the customer’s order are unavailable after the payment portal accepted your payments, SPATIO will file a partial refund triggering payment portal to return amount to MAYA.  

  • Refunds may take 3-4 weeks to be credited to your account  

 

Defective or Incorrect Items 

  • Please notify us within 24 hours upon receipt, with clear photos, vidoes via email at spatiocustomerservice@spatio.com.ph. Spatio will arrange for replacement or refund at no additional cost. 

 

Cancellation Policy

  • SPATIO Online accepts cancellations if:   

  • The order has not been dispatched ; and 

  • The item ordered is not marked down upon purchase  

  • Refunds may take 3-4 weeks to reflect in your account.  

  

Voids

  • All transactions approved by our payment gateway partner, Maya, may still be voided by Spatio due to stock unavailability and/or if Spatio’s internal payment parameters are not met. In such cases, our system will automatically send an email notification confirming that the order has been voided. 

  • If the transaction is voided by Spatio before 6:00 PM (Manila time), the payment will not reflect on both the customer’s account and Spatio’s records. 

  •  If the transaction is voided by Spatio before 6:00 PM (Manila time) but the payment is still successfully processed or credited to Spatio’s account, the refund will be handled as follows:
    • The amount will be refunded to the original mode of payment.
    • Processing time may take 7–14 business days, depending on the issuing bank or payment provider. 

  • Any applicable processing fees charged by the payment gateway or bank may be non-refundable. Customer will contact their bank to formally dispute this matter.  

  • Depending on customer’s bank, processing may take 2-4 weeks.