#No refund policy in the law

The Department of Trade and Industry (DTI) has issued a stern warning to online sellers regarding the implementation of the "no video, no refund policy," declaring it illegal and in violation of consumer rights. The "no video, no refund" policy, commonly employed by online retailers, requires customers to record themselves when accepting and opening their orders. Under this policy, only customers with accompanying videos documenting the receipt and unboxing process are considered eligible for replacements or refunds in case of defective items. In instances of product defects, consumers are entitled not only to return the item but also to request a replacement, a full refund, or repair services. Internet and telecommunications subscribers in the Philippines may soon receive automatic refunds for prolonged service outages, following the passage of House Bill No. 178, also known as the Automatic Refund for Internet and Telecommunications Services Outages and Disruptions Act, by the House of Representatives on December 22. The proposed measure seeks to require internet service providers (ISPs) and telecommunications companies to automatically refund or credit customers when they experience extended service disruptions without the need for filing complaints. Subscribers may still file complaints if they believe the refund amount or computation is incorrect. Read more in our articles including "DTI states "No video, No refund policy" is illegal" and "Here’s How Automatic Refunds for Internet Outages Will Work Under the Proposed Law".