Refund and Returns Policy

1. ORDER PROCESSING AND ACKNOWLEDGMENT

1.1 Order Confirmation

Upon placing an order on our Site, you will receive an automated email acknowledging receipt of your order. This is not an acceptance of your order; it is a confirmation that we have received it.

1.2 Order Acceptance

We reserve the right to accept or decline your order for any reason at any time. Acceptance of your order and the formation of a contract will only occur when we send you a formal “Order Confirmation” or “Shipping Confirmation” email.

1.3 Order Cancellation by Customer

You may cancel a physical goods order within 24 hours of placement without penalty, provided it has not yet been shipped. Please contact us immediately at customerservice@pacificparagon.net to cancel. If the order has already shipped, you must follow our standard returns process (Section 4 below).

1.4 Order Cancellation by Us

We reserve the right to cancel orders for reasons including but not limited to:

Product unavailability or discontinuation;
Pricing errors;
Suspected fraud or unauthorized transactions;
Shipping address issues or undeliverable addresses.

If we cancel your order after payment has been processed, we will issue a full refund to your original payment method within 3-5 business days.

2. PAYMENT TERMS

2.1 Accepted Payment Methods

We accept payments via: Credit/Debit Cards (Visa, Mastercard), GCash, Maya, PayPal, Bank Transfer.

2.2 Payment Timing

Full payment is required before we begin processing, manufacturing, or shipping any physical product or delivering any service, unless otherwise agreed in writing.

2.3 Payment Security

All payments are processed through PayPal and PayMongo, which is fully PCI-DSS compliant. We do not store your full credit card details on our servers.

2.4 Failed Payments

If a payment is declined, we will notify you via email and place your order on hold for 48 hours. If payment is not successfully processed within this time, your order will be automatically canceled.

2.5 Pricing and Currency

All prices are listed in Philippine Pesos (PHP). If you are placing an order from outside the Philippines, your payment provider may apply currency conversion fees, which are your sole responsibility.

2.6 Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or payment provider, we may suspend your account and any pending orders pending investigation. If the chargeback is resolved in our favor, you agree to reimburse us for all costs incurred, including bank fees, administrative costs, and legal fees, associated with the dispute.

3. SHIPPING AND DELIVERY

3.1 Shipping Methods and Delivery Times

Shipping Method	Processing Time	Delivery Time (Estimate)
Standard (Domestic – Philippines)	1-3 business days	3-7 business days
Express (Domestic – Philippines)	1 business day	1-3 business days
International	1-3 business days	7-21 business days

3.2 Shipping Costs

Shipping costs are calculated at checkout based on the following factors:

Delivery destination;
Weight and dimensions of the package;
Selected shipping method (standard, express, or international);
Current rates of our partner couriers.

The exact shipping cost will be displayed to you before you complete your purchase.

3.3 Processing vs. Delivery

Processing Time: The time it takes to pack and hand your order to the carrier.
Delivery Time: The carrier’s transit time.
Total Time: Processing Time + Delivery Time = Total time from order to your door.

3.4 Tracking

You will receive a shipping confirmation email with a tracking number as soon as your order ships. Tracking updates may take 24-48 hours to appear on the carrier’s system.

3.5 Delivery Estimates

Delivery times are estimates only and are not guaranteed. We are not liable for delays caused by:

The carrier or courier;
Customs clearance (for international orders);
Severe weather, natural disasters, or other force majeure events;
Public holidays or peak seasons.

3.6 Incorrect Shipping Address

You are responsible for providing the correct shipping address. If a package is returned to us due to an incorrect or incomplete address, we will contact you to arrange re-shipment. You will be responsible for the additional shipping costs.

3.7 Lost or Stolen Packages

If your tracking number shows “Delivered” but you have not received the package:

First, check with your neighbors, building reception, or household members.
Contact the carrier directly to file a claim.
We will assist you with the claim process to the best of our ability.
We are not responsible for packages stolen after delivery confirmation.

3.8 International Shipping

For international orders, the following additional terms apply:

Customs, Duties, and Taxes: All customs duties, import taxes, and other fees imposed by your country’s customs authority are your sole responsibility. We have no control over these charges and cannot predict them. Please check with your local customs office before ordering.
Customs Clearance: Delays caused by customs clearance are beyond our control and we are not liable for any resulting delays.
Prohibited Items: You are responsible for ensuring that the products you order comply with the import laws of your country. We are not liable for any customs seizures, confiscations, or destruction of your order.
Returned Packages: If you refuse to pay customs fees and the package is returned to us, we may deduct return shipping and handling costs from your refund.

4. RETURNS FOR PHYSICAL GOODS

4.1 Return Window

You have 14 calendar days from the date of delivery to initiate a return. Return requests made after this window will not be accepted.

4.2 Eligibility Conditions

To be eligible for a return, the item must be:

In the original packaging;
Unused and in the same condition as you received it;
Free of damage, stains, marks, dents, odors, or signs of wear;
Accompanied by the original receipt or proof of purchase.

4.3 Non-Returnable Items (Unless defective or damaged)

Gift cards or digital vouchers;
Custom-made, personalized, or special-order items;
Items marked “Final Sale” or “Non-Returnable” on the product page.

Note: If you are unsure whether an item is returnable, please contact us before placing your order.

4.4 How to Initiate a Return

Contact us at customerservice@pacificparagon.net with your order number and the reason for your return.
We will provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
Pack the item securely, include the RMA number on the outside of the package, and ship it to the address provided.

Note: Returns sent without an RMA number may be rejected or subject to processing delays.

4.5 Return Shipping Costs

Due to our error (wrong item, defective item, damaged item): We will provide a prepaid shipping label and cover the return cost.
Due to customer preference (change of mind, didn’t like the product, no longer needed): You are responsible for the return shipping costs. The original shipping charges (if any) are non-refundable.

4.6 Restocking Fee

We reserve the right to charge a restocking fee of 10% of the product price for returns that are not due to our error. This fee will be deducted from your refund.

4.7 Inspection and Refund Processing

Once we receive your return, please allow 3-5 business days for our team to inspect the item(s).
If the return is approved, we will process your refund to your original payment method. It may take an additional 3-10 business days for the refund to appear on your bank or credit card statement, depending on your financial institution.
If the returned item shows signs of use, damage, or missing parts, we reserve the right to reduce the refund amount or deny the return entirely.

4.8 INCORRECT ORDERS

Customer Responsibility: You are solely responsible for verifying that the product you order is compatible with your vehicle. We provide fitment information, compatibility charts, and vehicle selection tools in good faith to assist you. However, we rely on the information you provide. We cannot physically inspect your vehicle. If you order the wrong part because you did not verify your vehicle model, year, or specifications, that is your error—not ours.
Correction Window: If you realize you made a mistake within 3 hours of placing your order, contact us immediately at customerservice@pacificparagon.net. We will do our best to cancel or modify your order at no cost.
After Shipping: If the order has already shipped, the standard return process in Section 4 applies. You will be responsible for return shipping costs and any applicable restocking fees, as outlined in Sections 4.5 and 4.6.
Wrong Item Shipped by Us: If we shipped the wrong item due to our error, please refer to Section 5 (Damaged, Defective, or Incorrect Items) for the reporting process. We will cover all costs to correct our error.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

5.1 Reporting Window

If you receive a damaged, defective, or incorrect physical item, you must contact us within 7 calendar days of delivery at customerservice@pacificparagon.net.

5.2 What to Provide

Please include:

Your order number;
A brief description of the issue;
Clear photos of the damaged/defective item and its packaging (for damaged/defective claims).

5.3 Resolution

Upon reviewing your claim, we will arrange one of the following at your choice:

A full refund to your original payment method;
A replacement item shipped to you at no additional cost (including shipping);
A store credit for the full value of the item.

5.4 Return of Damaged Items

We may request that you return the damaged item to us. In such cases, we will provide a prepaid shipping label.

6. EXCHANGES

We only offer exchanges for defective or damaged items.

If you need a different size, color, or variant due to personal preference:

Return the original item following the standard return process (Section 4);
Place a new order for the desired item separately.

This ensures you get your new item as quickly as possible.

7. SERVICES – BOOKING, CANCELLATION & REFUNDS

7.1 Service Confirmation

Upon booking a service, you will receive a confirmation email with the date, time, and instructions for your schedule. It is your responsibility to ensure the time works for you and to attend at the scheduled time.

7.2 Rescheduling

You may reschedule a service at no charge if you provide notice at least 24-48 hours in advance. We will accommodate rescheduling based on our availability.

7.3 Cancellation by Customer

Free Cancellation: You may cancel a booked service free of charge if you provide notice at least 48 hours before the scheduled start time. A full refund will be issued to your original payment method.
Late Cancellation: Cancellations made with less than 24 hours’ notice will result in a 100% charge of the service fee, and no refund will be issued.
No-Show: If you fail to attend a scheduled service without any prior notice, you will be charged the full service fee, and no refund will be issued.

7.4 Cancellation by Us

If we need to cancel a service due to emergency, illness, or unforeseen circumstances, we will notify you as soon as possible and offer you the choice of:

A full refund; or
Rescheduling to a mutually convenient time at no additional cost.

7.5 Refunds for Completed Services

We stand behind our services. If you are unsatisfied with the quality of a completed service, you must contact us within 7 calendar days of the service date.
Refunds for completed services are granted at our sole discretion after a thorough review. We may offer:
- A partial refund;
- A credit toward a future service; or
- A complimentary follow-up session, depending on the situation.

8. REFUND PROCESSING

8.1 Method

All refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different card, account, or payment method.

8.2 Timing

Refunds are processed within 3-5 business days of approval. After we process it, your bank or payment provider may take an additional 3-10 business days to reflect the credit on your statement.

8.3 Partial Refunds

We reserve the right to issue partial refunds if:

The item is not in its original condition;
The item is damaged or has missing parts not due to our error;
The return is initiated outside the return window;
The item shows signs of use or wear.

9. PRICE MATCHING AND PROMOTIONS

We do not offer retroactive price matching. If you purchase an item and it goes on sale at a later date, we cannot refund the price difference.

Promotional discounts cannot be combined with other offers unless explicitly stated. Discount codes must be applied at checkout; we cannot apply them after the order is placed.

10. CONTACT US

For any questions regarding payments, shipping, returns, exchanges, service bookings, or cancellations, please contact us using the details below.

Please include your order number or booking reference in all correspondence to expedite the process.

Email: customerservice@pacificparagon.net
Phone: +639178082318
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM PHT