Frequently Asked Questions (FAQ)
1. Refund Policy
Q: Can I get a refund for my purchase?
A: Refunds are only available for products that are damaged, defective, or incorrectly delivered. Refunds are not applicable for promotional or discounted items. Refund requests must be made within three (3) calendar days from when you received your order.
Q: How do I apply for a refund?
A: To apply for a refund:
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Contact our Customer Care Department:
- Phone: (+63 917 123 0478)
- Email: inquiry@cwc.com.ph
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Provide the following details:
- A photo of the defective or incorrect item clearly showing the issue.
- A copy of the official receipt.
- Ensure the product is returned in its original condition, including all packaging, accessories, manuals, and other included items.
Q: How will I receive my refund?
A: Refunds will be processed back to the original payment method for credit cards, debit cards, and e-wallets. For other payment methods, you can opt for a CWC Interiors gift card, a bank check (cash payments), or an online transfer (cash payments).
Q: Are delivery and storage fees refundable?
A: No, delivery and storage fees are non-refundable, even if changes or cancellations are made.
2. Order Fulfillment
Q: How does CWC Interiors handle order fulfillment?
A: We aim to process and deliver your orders efficiently. Once your order is confirmed and paid for, no changes or cancellations are allowed. If your delivery needs to be rescheduled due to availability issues, we will notify you and coordinate a new schedule.
Delivery Fulfillment:
Metro Manila: 3-5 business days
Outside Metro Manila (Luzon): 4-7 business days
Visayas: 4-7 business days
Mindanao: 4-7 business days
Q: Can I adjust my delivery date or time?
A: Yes, but changes may incur additional costs, especially if the new delivery date is more than five (5) days from the original date. Current storage rates may apply, and any extra fees must be paid before your order is completed.
3. Returns and Exchange
Q: Can I return or exchange a product?
A: Yes, products can be returned or exchanged if they are damaged, defective, or if the wrong product was delivered. Requests must be made within three (3) calendar days of receiving your order.
Q: What is required for a return or exchange?
A: To process a return or exchange, you must:
- Provide the official receipt.
- Return the product in its new condition, with original packaging, complete accessories, manuals, and any other included items.
- Submit a photo of the defective or incorrect product for verification.
Q: What happens if the replacement product is unavailable?
A: If the replacement product is not in stock, we will notify you, and you may choose to apply for a refund instead.
4. Refund Timeline and Processing
Q: How long does it take to process a refund?
A:
- Refunds are initiated within 7 to 10 working days after approval of the return request.
- For credit and debit card payments, the refund will be credited back to your original payment method.
- For other methods, refunds may take up to 30 working days and can be issued via a gift card, bank check, or online transfer.
Q: Why is there a delay in receiving my refund?
A: Delays may occur due to processing times by banks or payment gateways. Unfortunately, we cannot control these timelines, but rest assured, we will process your refund promptly after approval.
If you have further questions or need assistance, please reach out to our Customer Care team at (+63 917 123 0478), message us on facebook or instagram, or via email at inquiry@cwc.com.ph.
