Dispute Resolution Policy

Customers are encouraged to contact HD Parfums directly as soon as an issue arises.

A dispute or complaint should include, whenever applicable:

• Customer's full name and contact information;
• Order number or transaction reference;
• Date and location of purchase;
• Description of the concern or dispute;
• Proof of purchase, receipt, invoice, or payment confirmation;
• Photos or videos of the product and packaging, when applicable; and
• Any relevant communication or supporting documents.

HD Parfums may request additional information reasonably necessary to investigate the concern.

Upon receiving a complaint, HD Parfums will review the transaction and the information provided by the customer.

The review may include verification of:

• Order and payment records;
• Product condition;
• Delivery or pickup records;
• Product packaging;
• Customer communications;
• Applicable store policies and terms; and
• Other relevant records relating to the transaction.

Customers are expected to cooperate in good faith and provide accurate information necessary for the proper resolution of the dispute.

If a product is defective, damaged, malfunctioning, or materially different from what was agreed upon or represented, HD Parfums will evaluate the matter in accordance with applicable Philippine consumer-protection laws.

Depending on the circumstances, the appropriate remedy may include replacement, repair, refund, price adjustment, or another legally available remedy.

Nothing in this policy shall be interpreted as limiting any mandatory rights or remedies available to consumers under applicable Philippine law. Republic Act No. 7394 provides consumer remedies for defective or non-conforming products, while Republic Act No. 11967 provides online consumers with applicable repair, replacement, refund, or other remedies in covered internet transactions.

A customer's change of mind, personal preference, or decision not to proceed with a purchase does not automatically constitute a product defect or entitle the customer to a refund or replacement.

Cancellation requests will be evaluated based on the status of the order, applicable terms and conditions, and applicable law.

Where an order has already been prepared, dispatched, delivered, or otherwise completed, HD Parfums may be unable to cancel the transaction except where cancellation or refund is required by law or otherwise agreed upon by the parties.

For an approved return or replacement, the customer may be required to provide the product, original packaging, proof of purchase, and other relevant evidence.

Products returned for investigation should be:

• The same product purchased from HD Parfums;
• Accompanied by proof of purchase where reasonably available;
• Returned in substantially the same condition, except where the alleged defect itself affects the condition of the product; and
• Submitted within any applicable return or warranty period communicated by HD Parfums.

HD Parfums reserves the right to investigate suspected misuse, unauthorized alteration, tampering, or damage caused after delivery, subject to applicable law.

Where a refund is approved or legally required, HD Parfums will process the refund through the applicable payment method or another mutually agreed lawful method.

For transactions processed through third-party payment providers, banks, e-wallets, or payment gateways, the actual posting time may depend on the processing procedures of the relevant financial institution or payment provider.

HD Parfums will provide reasonable assistance and documentation concerning an approved refund.

HD Parfums reserves the right to investigate disputes involving suspected fraudulent activity, unauthorized transactions, false claims, chargeback abuse, manipulation of return or refund procedures, or submission of falsified documents.

Where appropriate, HD Parfums may provide relevant transaction records and supporting documentation to payment processors, financial institutions, law-enforcement authorities, or other competent authorities, subject to applicable laws and privacy requirements.

HD Parfums encourages customers and the company to first attempt to resolve disputes directly and in good faith.

The parties may discuss possible solutions, including:

• Replacement of the product;
• Repair or correction where applicable;
• Refund where appropriate;
• Store credit or other commercial resolution where legally permissible;
• Price adjustment; or
• Another mutually acceptable resolution.

Any settlement or resolution shall be documented when appropriate.

If a dispute cannot be resolved through direct communication, either party may pursue remedies available under applicable Philippine law, including appropriate mediation, alternative dispute resolution, or proceedings before the proper government agency or court.

For covered consumer disputes, the Department of Trade and Industry (DTI) provides consumer complaint and online dispute-resolution mechanisms.

HD Parfums will handle customer information and dispute-related documents in accordance with applicable privacy and data-protection laws.

Customers should not publicly disclose sensitive personal, financial, payment-card, or transaction information when attempting to resolve a dispute.

HD Parfums reserves the right to conduct a final internal review of unresolved complaints before determining the company's position or proposed resolution.

This policy does not waive, restrict, or remove any rights or remedies that cannot legally be waived under applicable Philippine laws and regulations.

For concerns, complaints, returns, replacements, refunds, or other disputes, customers may contact:

HD PARFUMS
Attention: Customer Service / Management
Email: support@hdparfums.com
Contact Number: 09910089700
Business Address: Greenfield Subdivision Sampaloc II City of Dasmarinas Cavite 4114

HD Parfums remains committed to resolving legitimate customer concerns professionally, fairly, and in good faith.