Returns & Refunds Policy (Philippines)
This page explains how we handle returns, replacements, and refunds for purchases of Aleevia® Skin Calming Gel and other Fortis Magna Vita products made directly from us in the Philippines. It is written to align with your rights under Philippine law (e.g., Republic Act No. 7394, the Consumer Act of the Philippines) and DTI guidance, while remaining fair and workable for both consumers and our business.
Effective date: 25 October 2025
Quick Summary
- Eligible for return/replacement: items that arrive defective, damaged in transit, contaminated/leaking, expired, or incorrectly fulfilled.
- Not eligible: opened/used personal care items without a verifiable product defect; change-of-mind; damage from misuse or improper storage.
- Window to report: notify us within 7 calendar days from delivery (based on courier tracking) and provide clear photo/video evidence (ideally during unboxing).
- Our remedies: repair (where applicable), replacement, or refund after final confirmation of eligibility following evaluation.
- Return shipping: for approved cases, reasonable return shipping costs will be reimbursed after inspection confirms an eligible defect/incorrect item.
Health & Safety: Cosmetics and personal care products generally cannot be returned once opened/used, unless a verifiable product defect or contamination is confirmed. Individual skin reactions vary and are not in themselves product defects unless confirmed by our quality evaluation. Please perform a patch test prior to full use.
Eligibility & Conditions
- You received the wrong item, quantity, or variant; or your item is defective, damaged in transit, contaminated/leaking, or expired upon receipt.
- You contacted us within 7 days from delivery (per courier tracking) and provided clear photos/videos showing the issue, the outer parcel, and the product batch/lot number.
- The item (and any related free gifts) is returned with its original packaging, accessories, inserts, and proof of purchase, when reasonably possible.
- We may require the product to be collected/returned for quality evaluation by our QA team or manufacturer. Refunds or replacements will only be granted upon verification of an eligible defect or fulfillment error.
Non-Returnable / Non-Refundable
- Opened or used items without a product defect confirmed by evaluation.
- Change-of-mind or subjective preference (e.g., “did not like the scent/texture”), unless otherwise required by law.
- Damage due to improper storage, misuse, or neglect after delivery (e.g., exposure to extreme heat/sunlight).
- Items marked as Final Sale (e.g., clearance, promotional bundles, sample sachets), except where defective as defined above.
To help us resolve issues quickly and fairly, we encourage customers to record a brief unboxing video and to keep outer packaging until the product has been inspected.
How to File a Return or Refund Request
- Contact us within 7 days of delivery via email with your order number, full name, and a concise issue description.
- Attach clear photos/videos of the item, outer parcel, courier label, and any visible defects; include the product batch/lot number.
- Wait for Return Authorization (RA) with instructions. Unauthorized returns may be declined.
- Pack securely using the original packaging when available. For approved cases, we will provide a returns label or reimburse reasonable return courier fees after inspection confirms eligibility.
Our Resolution Options
Subject to evaluation and as permitted by law, we will provide one of the following:
- Replacement: the same item (or a functionally equivalent item if the original is unavailable).
- Repair/Rectification: where applicable and reasonable for the issue.
- Refund: if we cannot reasonably correct the issue within a reasonable time, or if replacement is not available.
Your statutory rights: Nothing in this policy limits your rights under the Consumer Act of the Philippines and DTI rules.
Refund Details
- Approval: refunds are processed upon final confirmation that the returned item is eligible after inspection.
- Method: original payment method whenever possible; otherwise store credit.
- Timing: typically within 5–7 business days after final approval and receipt (or confirmation) of the returned item, subject to your bank/payment processor’s timelines.
- Scope: for eligible defective/incorrect orders, we will refund the product price and your original shipping fee, consistent with applicable law and platform rules (if any).
- Denial: refunds may be denied if the product fails quality evaluation, shows signs of use inconsistent with the reported issue, or is returned incomplete without a justified reason.
Order Cancellations
You may request to cancel your order before it is handed over to the courier. If the order has already been dispatched, please follow the returns process above. Approved cancellations will be refunded through the original payment method or as store credit.
Marketplace Purchases
If you purchased via a marketplace (e.g., TikTok Shop, Shopee, Lazada), please initiate the return/refund through that platform’s built-in process within their stated window. Their policies and timelines may apply in addition to this policy.
Contact Us
We’re here to help with returns, replacements, and refunds:
- Email: wellness@magna-vita.com
- Business Address: 10 Mangga Street, Barangay Katipunan, Quezon City, Metro Manila 1105, Philippines
- Official Website: www.magna-vita.com
Please retain your proof of purchase and any shipping documents. We may request these to verify and process your claim.
Aleevia® is a trademark of Fortis Magna Vita Trading Corporation. © 2025. All rights reserved.
How Returns Work — At a Glance
A quick, visual guide you can screenshot or share.
Report within 7 days
Contact us within 7 calendar days from delivery (per courier tracking).
Document the issue
Share clear photos/videos of the item, outer parcel, courier label, and batch/lot no.
Receive RA instructions
Wait for Return Authorization before sending anything back.
QA evaluation
Items are checked for eligible defect/fulfillment error per policy.
Resolution & refund
Replace/repair/refund after final confirmation. Return shipping reimbursed after inspection confirms eligibility.