Item Arrived Not as Described? Your Rights on Shopee, Lazada, Facebook Marketplace and Online Stores in the Philippines

Photo: Jernej Breznik on Unsplash.

Key Takeaways

• Speed matters more than anything else. The platform return window is the only time the platform still holds your money. Once it closes, you are chasing the seller instead.
• “Not as described” is a legal ground, not just a platform ground. Article 100 of the Consumer Act treats a product that does not match its advertisement as an imperfection, even if it works perfectly.
• The first legal remedy is correction, not an automatic refund. The supplier gets 30 days to fix the imperfection. After that, or immediately if a partial fix would ruin the product, you choose between replacement, a full refund with monetary updating, or a proportionate price reduction.
• Platform policies are contracts, not law. Several clauses in Shopee’s and Lazada’s published terms cut down remedies the Consumer Act gives. Article 167 says the Act applies “notwithstanding any agreement to the contrary”.
• Facebook Marketplace deals made through Messenger have no platform refund system. Meta says Messenger transactions and local pickups do not qualify for its Purchase Protection, so your claim is against the seller alone.
• You do not legally need an unboxing video. DTI officials have said “no video, no refund” policies are not allowed. Record one anyway if you can: it is the strongest evidence you can have.

Contents

• What to do first
• Which problem do you actually have?
• The laws that protect you
• Will your item be replaced?
• Who takes responsibility
• Shopee, Lazada, Facebook Marketplace and online stores compared
• Step-by-step fixes for each platform
• Are their return policies legal?
• Why “no return, no exchange” is not an option
• Do you need an unboxing video?
• How many days you have
• Purchase date, delivery date or date of receipt?
• Typical return timeline graphic
• Your options and what to do next
• Practical scenarios
• FAQs
• Sources and legal citations

What to do first when the item is not as described

Do these in order, ideally within the first few hours. The aim is to preserve proof and keep the platform’s protection alive.

1. Stop using the item. Keep it, its packaging, tags, manuals, freebies and the shipping pouch together. Using or washing it gives the seller an easy excuse to call it buyer damage.
2. Photograph everything. The item from several angles, the specific mismatch (wrong colour, size, model, material, missing parts), the label or serial number, the inside and outside of the packaging, and the airway bill. Shopee’s policy expressly asks buyers to take pictures of the item on receipt.
3. Screenshot the listing now. Capture the title, photos, specifications, price and any promise about the item (brand new, original, 100% cotton, 256 GB). Sellers can edit listings after a complaint. Save the order page showing the date and the “Delivered” time too.
4. Do not tap Order Received or rate the order yet if your platform treats that as acceptance. Singapore rule, not Philippine: Lazada’s rules in Singapore make its “Change of Mind” return option available only before the buyer confirms receipt. We found no published Philippine version of that rule, but it is a good reason not to confirm receipt early here either.
5. Open the return or refund request inside the app, choosing the reason that matches: “not as described”, “wrong item” or “missing parts”, not “change of mind”. Choosing the wrong reason can shift the return shipping cost to you.
6. Message the seller through the platform chat only. State the mismatch briefly, attach the photos and say what you want (replacement or refund). Keep the conversation on-platform, because that is what the platform reviews.
7. Refuse off-platform deals. A seller who asks you to cancel the request in exchange for a GCash transfer or a “resend” outside the app is asking you to give up the platform’s protection. Many never pay.
8. Note every deadline. Write down when the return window closes, when you must ship the item back, and any appeal date the app shows.

If the seller has vanished, the listing was fake, or you paid by bank transfer to a stranger for an item that never matched anything real, you may be dealing with a scam rather than a seller dispute. Use the online scam evidence checklist and read the section on criminal complaints below.

Which problem do you actually have?

The right route depends on what went wrong. The same parcel can raise more than one of these at once.

What happened	What it usually is	Main legal hook	First route
Wrong colour, size, model or specs	Not as described	RA 7394 Art. 100; Civil Code Art. 1481	Platform return request, then DTI
Advertised as new, arrived used or refurbished	Deceptive sales act	RA 7394 Art. 50(c)	Platform return request, then DTI
Fewer pieces or less content than listed	Quantity imperfection	RA 7394 Art. 101	Platform return request, then DTI
Broken or crushed on arrival	Damage in transit	Platform policy; RA 11967 Sec. 20	Platform return request with packaging photos
Works at first, then fails from a hidden flaw	Hidden defect	Civil Code Arts. 1561 and 1567; RA 7394 Art. 100	Seller or warranty claim, then DTI
Fake branded item	Counterfeit	RA 7394 Art. 50; intellectual property law	Platform report, then the counterfeit route
Empty box, rock or totally unrelated item	Possible fraud	Revised Penal Code estafa with RA 10175	Platform report, then police or NBI

If you are unsure, start with the platform return request: it keeps every other route open.

The laws that protect you

Four sources of rules apply, and they are not equal. Laws passed by Congress bind the seller whatever its return policy says. Platform policies are private contract terms. DTI statements are the enforcing agency’s interpretation. This page compares platforms for a not-as-described item; for the general rules on every kind of online return or refund, start with our parent guide on e-commerce returns, refunds and consumer rights in the Philippines, and for the full Shopee walkthrough see how to get a refund when a Shopee item is not as described.

Consumer Act of the Philippines (RA 7394): binding law

• Article 100, the core remedy. Suppliers of consumer products are “jointly liable” for quality imperfections, including those “resulting from inconsistency with the information provided on the container, packaging, labels or publicity messages/advertisement”. A product listing is advertising for this purpose. The item does not have to be broken; it only has to differ from what was advertised.
• Article 50, deceptive sales acts. It is deceptive to represent that a product has characteristics or accessories it does not have (50(a)), is of a standard, quality, grade, style or model it is not (50(b)), or is new when it is used, reconditioned or second-hand (50(c)). The article reaches deception “before, during or after the transaction”, so a seller who edits the listing after delivery is still covered.
• Article 101, short quantity. Where net content is less than labelled or advertised, you may demand a proportionate price, the missing quantity, a replacement, or an immediate refund with monetary updating.
• Article 104. The supplier’s ignorance of the imperfection “does not exempt him from any liability”. “I just resell it” is not a defence.
• Article 105. The legal guarantee that a product is adequate does not depend on any written warranty.
• Article 106. A contract clause “preventing, exonerating or reducing the obligation to indemnify” is prohibited.
• Article 167. The Act applies “notwithstanding any agreement to the contrary”, and does not limit rights under other laws.
• Articles 162 and 163. DTI consumer arbitration officers have original and exclusive jurisdiction to mediate, hear and decide consumer complaints, without strict court rules of evidence, and must decide within 15 days after the investigation ends. You can still go to court.

Internet Transactions Act of 2023 (RA 11967): binding law

• Section 20. For defect, malfunction or loss, the online consumer has the right to pursue repair, replacement, refund or other remedies.
• Section 21. E-marketplaces must collect each merchant’s name, valid government ID, address and contact details, and must provide an effective redress mechanism.
• Section 3. The Act covers business-to-business and business-to-consumer internet transactions; it expressly does not cover consumer-to-consumer transactions, such as one private person selling a used item to another.
• Section 22. Separate duties apply to social-media platforms used for selling, including distinguishing commercial accounts.
• Section 23(b)(1). An online merchant must ensure the goods are received in the same condition, type, quantity and quality as described and stated.
• Sections 24 and 28. You must use the platform’s or seller’s own complaint process before going to a court, a government agency or arbitration; that step counts as exhausted if your complaint is still unresolved 7 calendar days after you filed it. A consumer may then claim damages before a court or the DTI within two years from when the cause of action arose, governed by the Civil Code, the Consumer Act and other laws.
• Sections 26 and 27. A platform can become liable behind the seller (subsidiary liability) if it fails to exercise ordinary diligence, fails to act after notice, or cannot produce a foreign seller’s details. It becomes solidarily liable for prohibited, unsafe or dangerous goods it fails to remove after notice. An ordinary wrong-item case is normally a Section 26 question, not a Section 27 one.

Civil Code of the Philippines (RA 386): binding law

• Article 1481. In a sale by description, the contract “may be rescinded if the bulk of the goods delivered do not correspond with the description”, and the buyer must have a reasonable opportunity to compare. This protects you even where the Consumer Act does not apply, such as a one-off sale between two private individuals.
• Articles 1561, 1567 and 1571. Under Article 1561, the seller answers for hidden defects that make the item unfit for its intended use, or reduce its fitness so much that the buyer would not have bought it or would have paid less. The seller is not answerable for patent or visible defects, or for hidden ones an expert buyer should have spotted. Under Article 1567, the buyer may choose between withdrawing from the sale and demanding a proportionate reduction of the price, “with damages in either case”. Under Article 1571, these warranty actions are barred six months after delivery.

Revised Penal Code and Cybercrime Prevention Act: criminal law

Where the “seller” never intended to deliver what was advertised (an empty box, a deliberately fake listing), the case may be estafa, which is penalised one degree higher when committed through information and communications technology under RA 10175. That is a criminal route, separate from your refund. See when an online scam becomes estafa.

Platform policies and DTI statements: contract and guidance

Shopee’s Refunds and Return Policy, Lazada’s Terms and Conditions of Sale and Meta’s Purchase Protection Policies are contract terms you accepted when you signed up. They decide how the in-app button works. They cannot take away the statutory rights above. DTI FAQs and officials’ statements are the regulator’s view of how it enforces the law; they are persuasive, not statutes.

Will your item be replaced?

Maybe, but the law does not start with replacement. Article 100 of the Consumer Act works as a ladder:

1. First, correction. You can demand that the imperfect parts be replaced. The supplier has 30 days to correct the imperfection. The parties may agree a different period, but it cannot be less than 7 days or more than 180 days.
2. Then, your choice. If it is not corrected within 30 days, you may choose: (a) replacement with another product of the same kind in perfect condition; (b) immediate reimbursement of what you paid, “with monetary updating, without prejudice to any losses and damages”; or (c) a proportionate price reduction.
3. Skip the wait where a partial fix would compromise the product’s quality or characteristics and reduce its value. Then you may go straight to replacement, refund or price reduction.
4. If the same item is out of stock, it may be replaced with a different kind, brand or model, with any price difference paid or refunded by the party responsible.

For a missing piece or short weight, Article 101 lets you choose immediately between a proportionate price, the missing quantity, a replacement or a refund, with no 30-day correction period.

In practice, marketplaces rarely “correct” a wrong item. Shopee and Lazada usually process an approved not-as-described case as a return and refund: you send the item back and the platform releases your money. If you want a replacement instead, ask the seller in the chat and keep the return request open until the replacement actually arrives. Lazada’s terms treat a request for repair or replacement as irrevocable once made, so choose carefully there.

Who takes responsibility

More than one party can owe you something. Start with the seller; go further up the chain only when the seller fails.

Party	When they are responsible	Legal basis
The seller	Always the first party answerable for a product that does not match its listing, whether or not it knew of the problem.	RA 7394 Arts. 50, 100 and 104; Civil Code Art. 1481
Shopee or Lazada (the e-marketplace)	Runs the refund process and holds your payment; liable behind the seller if it fails ordinary diligence, fails to act after notice, or cannot identify a foreign seller.	RA 11967 Secs. 21 and 26; platform policy
Lazada or Shopee as the seller	Where the platform itself sold the item (for example, some official or retail listings), it is the seller.	Lazada Terms of Sale cl. 2.2; RA 7394 Art. 100
Meta (Facebook Marketplace)	Not the seller. Its refund programme covers only on-Facebook checkout orders, not Messenger deals.	Meta Purchase Protection Policies; RA 11967 Sec. 22
The courier	Damage in transit. On Shopee and Lazada this is handled through the platform, not by you directly.	Platform policy
Manufacturer or importer	Where a defect makes the product unsafe and causes damage; the seller steps in if they cannot be identified.	RA 7394 Arts. 97 and 98

If you do not know who the seller really is, ask the platform: Section 21 of RA 11967 requires e-marketplaces to hold each merchant’s name, ID, address and contact details. For the full platform-liability analysis, see when online marketplaces are responsible for their sellers.

Shopee, Lazada, Facebook Marketplace and online stores compared

The windows and rules below are what each platform publishes as of 1 October 2026. They are platform policy, not law, and they change without notice. Always check the “Return” line on your own order page.

Return windows and when the clock starts

Where you bought	Return window	Clock starts	Source
Shopee (ordinary or Preferred seller)	7 days	When the app shows the order as “Delivered”	Shopee policy, updated 29 Apr 2026
Shopee Mall	15 days	“Delivered” status; Shopee’s Mall page says first attempted delivery, so assume the earlier date	Shopee policy
Lazada marketplace seller	7 or 14 days, depending on the product	Date of delivery	Lazada Terms of Sale cl. 6.2
LazMall and Choice	30 days	Date you receive the item	Lazada LazMall page; 2024 Lazada announcement
Facebook Marketplace via Messenger	None set by Meta	Not applicable: only what the seller agreed	Meta Purchase Protection help
A brand’s or shop’s own website	Whatever its posted policy says	Usually delivery date; read the policy	The store’s terms, subject to RA 7394

Two extra Shopee deadlines catch people out: once asked, you must choose a return shipping method within 2 days and ship within 5 days of choosing, or the request is cancelled automatically. On Lazada, if you do not report a non-delivery within 3 days after the projected delivery date, its terms deem the item received “subject to your rights under Philippine law”.

What each platform accepts for return or exchange

Where you bought	Accepted reasons	Evidence asked for	Who pays return shipping
Shopee	Not as described, defective, incomplete, expired, counterfeit Mall item, empty or suspicious parcel, transit damage, change of mind for eligible items	Photos of the item on receipt; Shopee’s guidance also lists packaging and airway bill photos	Seller, when the reason is the seller’s fault; free Shopee drop-off or pickup
Lazada	Fundamentally different item, faulty or damaged, not as advertised, wrong item, missing parts, fashion that does not fit; change of mind for items marked eligible	As requested in the return form	Not stated in Lazada’s Philippine terms. Singapore rule, not Philippine: Lazada’s Singapore rules say Lazada pays change-of-mind return shipping
Facebook Marketplace via Messenger	Only what the seller agrees to	Your chat, payment proof and photos	Negotiated; the law puts the loss on a seller who misdescribed
Brand or shop website	Set by the store, but defects and misdescription must be covered by law	Set by the store; must be reasonable	Set by the store; should not fall on you for the store’s mistake

A lawful return and exchange policy on any of these channels should, at minimum, accept items that are defective or do not match the listing, give a clear way to report the problem, and say how refunds are paid. It may lawfully refuse change-of-mind returns, damage you caused, and items clearly sold as second-hand or as-is.

Step-by-step fixes for each platform

Shopee

1. Go to My Purchases, open the order and tap Return/Refund before the 7-day (or 15-day Mall) window closes.
2. Choose “Received item does not match the description” (or incomplete, defective, as it applies) and upload clear photos of the item, the packaging and the airway bill.
3. If Shopee asks for the item back, pick the free drop-off or pickup within 2 days and ship within 5 days.
4. Under Shopee’s policy, your refund is released after Shopee receives the seller’s confirmation that the returned item arrived. Missing the 2-day or 5-day step cancels the request automatically.
5. If Shopee rejects the request, dispute it through the app and keep screenshots. Our detailed guide covers this: Shopee item not as described: refund steps.

Lazada

1. Open the order under My Orders and tap Return/Refund within 7 or 14 days (30 for LazMall and Choice).
2. Choose “not as advertised”, “wrong item” or “missing parts”, not “change of mind”.
3. Upload photos and describe the mismatch against the listing.
4. Send the item back through the method Lazada gives you. Refunds go to the original payment method; cash-on-delivery refunds go by bank transfer or store credit.
5. If the seller rejects it, raise a dispute through Lazada’s help centre and keep a record of every reply.

Facebook Marketplace

1. Message the seller on Messenger, attach your photos and the listing screenshot, and ask for a replacement or refund.
2. If the seller refuses or blocks you, report the listing and profile to Facebook. This may remove the seller but will not refund you.
3. Send a short written demand (template below) giving a deadline.
4. Escalate to the DTI if the seller is in the business of selling; to barangay conciliation and small claims if you know where the seller lives; or to the police or NBI if it was a deliberate scam.
5. If you paid by card, ask your card issuer whether a dispute is possible. That is a bank process, not a right under the laws above.

A brand’s or shop’s own website

1. Read the store’s posted return policy and use its stated channel (form, email, hotline) within its window.
2. Put the complaint in writing, attach photos and the order confirmation, and ask for a specific remedy.
3. If the store relies on a clause that removes your rights (see the critique below), quote Articles 100, 106 and 167 of RA 7394 in your reply.
4. If it still refuses, file with the DTI. Check whether the site names a registered business; if it does not, treat it with suspicion.

Are their return policies legal?

Mostly, as procedures. A platform may lawfully set a return window, ask for evidence, require the item back and refuse change-of-mind returns. The problems are specific clauses that try to cut down or extinguish rights the Consumer Act gives, which Article 106 prohibits and Article 167 overrides. The assessment below is Cybercode’s editorial reading of the published terms against the statutes; no court or DTI ruling on these particular clauses was found.

Shopee’s Refunds and Return Policy

Clause	What it says	Problem under Philippine law	Our reading
7-day and 15-day windows	Requests must be filed within 7 days, or 15 for Mall, of “Delivered”.	Much shorter than the statutory periods; but it limits only Shopee’s own process.	Lawful as a process deadline; it does not end your rights against the seller.
“Final, conclusive and binding”	Buyer agrees Shopee’s decision is final and not to sue Shopee over it.	A covenant not to sue cannot waive rights the Consumer Act gives “notwithstanding any agreement to the contrary”.	Likely unenforceable to the extent it blocks a statutory claim; claims against the seller remain.
Refund as vouchers or ShopeePay credits	If the original payment method fails, Shopee may refund in credits or vouchers and the buyer has “no further right”.	Article 100(b) speaks of “immediate reimbursement of the amount paid”, not store credit.	Conflicts with Article 100 if forced on a buyer entitled to a refund; ask for a bank refund.
Photo evidence requirement	Buyer must take pictures on receipt.	None; proportionate evidence rule. No video is required.	Reasonable and lawful.
Holding funds during a lawsuit	If the buyer sues the seller, Shopee may keep holding the payment until a ruling.	None; this helps buyers.	Buyer-friendly and worth using.

Shopee’s policy also says buyers and sellers may “approach their relevant local authorities” to resolve a dispute, which is an acknowledgement that its in-app process is not the last word.

Lazada’s Terms and Conditions of Sale

Clause	What it says	Problem under Philippine law	Our reading
Cl. 2.9, no reliance on descriptions	Buyer acknowledges not relying on descriptions, illustrations or specifications in listings.	Article 100 makes suppliers liable for inconsistency with advertisements; Article 50 bars misrepresentation. Lazada’s own cl. 6.2.3 accepts “not as advertised” returns.	Cannot defeat a misdescription claim; internally inconsistent.
Cl. 6.3, 15% price-reduction cap	Where repair or replacement fails, any price reduction may not exceed 15%, and the buyer then has “no further claim”.	Article 100(c) gives a “proportionate” reduction, and Article 106 prohibits clauses reducing the duty to indemnify.	Likely void to the extent it caps a statutory remedy.
Cl. 10.1, sole remedies	The return clause is the buyer’s “sole and exclusive” remedy.	Article 167: the Act applies notwithstanding contrary agreement and preserves remedies under other laws.	Unenforceable against statutory remedies.
Cl. 2.10.2, six-month limit	Warranty actions against Lazada are extinguished six months after delivery.	Matches the Civil Code’s six-month period for hidden-defect warranty actions, but cannot shorten Consumer Act claims.	Partly mirrors the law; not a bar to every claim.
PDRCI arbitration clause	Disputes go to arbitration under the Philippine Dispute Resolution Center rules.	Article 162 gives DTI arbitration officers original and exclusive jurisdiction over consumer complaints.	Does not stop you filing with the DTI.
Cl. 11.4, warranties preserved	The Civil Code warranty against hidden defects and the Consumer Act warranty chapter “shall apply”.	None; this helps buyers.	Quote it back to Lazada if it relies on the clauses above.

The Terms of Use on the same Lazada page are dated 18 February 2019, and the return windows in its Terms of Sale (7 or 14 days) are shorter than the 30 days Lazada now advertises for LazMall and Choice. Rely on whichever is more favourable and on what your product page shows.

Facebook Marketplace

Facebook Marketplace has no return policy for the typical Philippine transaction, which is arranged on Messenger and paid by GCash, bank transfer, cash on delivery or at a meet-up. Meta says purchases made through Messenger or other messaging services and local pickups do not qualify for Purchase Protection, which covers only orders made with checkout on Facebook. We found no Meta statement that Marketplace checkout or Purchase Protection is available to buyers in the Philippines. That is not illegal: Meta is not the seller. It means the seller’s own promise and the law are your only protection. Sellers who write “no return, no exchange” in a listing face the same rules as anyone else if they are in the business of selling; a private person selling a used item “as is” can lawfully refuse a return for defects you were told about, but not for a misrepresentation.

Common clauses on shop websites

Clause you may see	Is it valid?	Why
“No return, no exchange”	No, for defective or misdescribed items	RA 7394 Arts. 106 and 167; the DTI prohibits the wording in sales documents and stores.
“No video, no refund”	No, as a blanket condition	DTI officials have called it a deceptive or unfair practice; no law requires a video.
“Store credit only, no cash refunds”	Not for a misdescribed item	Art. 100(b) gives reimbursement of the amount paid if correction fails.
“Report within 24 hours”	Doubtful as a total bar	Art. 100 lets parties shorten the correction period to no less than 7 days; a shorter cut-off that ends all rights conflicts with Art. 106.
“No refunds for change of mind”	Yes	The DTI lists change of mind as a situation where the no-return prohibition does not apply.
“Buyer pays return shipping for defects”	No, for online sellers covered by RA 11967	RA 11967 Sec. 20: on replacement or refund the merchant gets the goods back “without any cost to the online consumer”, unless agreed otherwise.

Why “no return, no exchange” is not an option

A seller cannot use “no return, no exchange” to refuse a product that is defective or not as described, for three connected reasons:

• The statute prohibits the clause. Article 106 of RA 7394 prohibits any stipulation “preventing, exonerating or reducing the obligation to indemnify”.
• The statute beats the contract. Article 167 says the Act applies “notwithstanding any agreement to the contrary”. Clicking “I agree” does not waive it.
• The regulator enforces it. The DTI’s Fair Trade Enforcement Bureau answers “No, it is not allowed” and says the prohibition exists so consumers can get repair, replacement or refund. In 2022 the DTI also said the Consumer Act’s implementing rules bar the words “No Return, No Exchange” from receipts, sales documents and store premises.

The DTI is equally clear about the limits. It says the prohibition does not apply in these situations:

Situation	Can the seller refuse?	Why
You changed your mind (wrong size you chose, no longer want it)	Yes, unless the store or platform offers change-of-mind returns	DTI exception; not a defect or misdescription
The item has no defect and is not expired or fake	Yes	DTI exception; nothing to remedy
You damaged it by mishandling	Yes	DTI exception; the fault is yours
Sold as-is-where-is	Yes, for defects disclosed or visible	DTI exception; but a false description is still actionable
Sold as second-hand	Yes, for normal wear	DTI exception; but selling used goods as new breaks Art. 50(c)
The item does not match the listing	No	Art. 100 misdescription remedy; Arts. 106 and 167

You also need to prove the sale. The DTI says an official receipt is the usual proof, but other evidence of the transaction can be used where there is none. For online orders, the order page and payment record serve that purpose.

Do you need an unboxing video?

No law requires one, and a seller cannot make it a condition of your legal remedy. In 2023 a DTI undersecretary said buyers do not need a video because sellers should not make it hard to complain, and that the receipt and the product are what matter. In 2024 DTI Assistant Secretary Amanda Nograles said requiring a video before accepting a return is an example of a deceptive sales act under the Consumer Act, a position repeated in consumer reports as recently as June 2026. The DTI has also said complaints are decided on the evidence both sides submit.

The platforms agree in their own way. Shopee’s published policy asks for photos of the item on receipt, not a video. The only video in Shopee’s policy is the one the rider records when you return an item on the spot at the door.

Should you still record one? Yes, whenever you can. It is not required, but it is the single best answer to the seller’s most common defence, which is that you swapped or damaged the item. A useful unboxing video:

• starts with the sealed parcel, showing the airway bill and tracking number;
• is one continuous take, without cuts;
• shows every item and the mismatch clearly;
• is kept in its original file, with the phone’s date and time intact.

No recording is automatically accepted as proof. Its value depends on it being complete and unedited. DTI arbitration officers decide “without regard to strict rules of evidence”, so photos, screenshots and chat logs can carry your complaint even without a video.

How many days you have

Several clocks run at once. The platform clock is the shortest and the most important in practice.

Clock	Length	Starts	Source
Shopee return request	7 days, or 15 for Mall	“Delivered” status	Shopee policy
Lazada return request	7 or 14 days, or 30 for LazMall and Choice	Delivery	Lazada terms and LazMall page
Seller’s time to correct the imperfection	30 days (can be agreed at 7 to 180 days)	Not stated in the Act; count from when you report the imperfection	RA 7394 Art. 100
Platform complaint counts as exhausted	7 calendar days unresolved	When you file the in-app or seller complaint	RA 11967 Sec. 24
Internet Transactions Act damages claim	2 years	When the cause of action arose	RA 11967 Sec. 28
Civil Code hidden-defect warranty action	6 months	Delivery of the item	Civil Code Art. 1571
Consumer Act claims generally	2 years	The transaction or the deceptive act; for hidden defects, discovery	RA 7394 Art. 169
DTI decision after investigation	15 days	End of the investigation	RA 7394 Art. 163

Why we tell you to treat six months as your real limit. Article 169 of the Consumer Act gives two years. But in De Guzman v. Toyota Cubao, Inc. (G.R. No. 141480, 29 November 2006), the Supreme Court applied the Civil Code’s six-month period under Article 1571 to a buyer’s claim on the implied warranty against hidden defects, and rejected the buyer’s reliance on the two-year period; it added that even under the Consumer Act an implied warranty not accompanied by an express warranty lasts no more than one year (Article 68(e)). A claim framed as misrepresentation under Articles 50 and 100 may fare differently, but this guide does not rely on any ruling settling that point. Filing within six months of delivery keeps you safe on every reading.

Does the clock run from the purchase date, the delivery date or the date you received it?

Almost never the purchase date. Every platform window and both legal limits count from delivery or receipt, not from the day you ordered or paid. The difference matters when a parcel takes a week to arrive: your 7 days have not started while it is in transit.

• Delivery date is when the courier hands the parcel over, or when the app marks the order “Delivered”. Shopee and Lazada’s standard terms, and the Civil Code’s six-month limit, use this date.
• Date of receipt is when the item actually reached you. Lazada words its LazMall 30-day promise this way. Usually it is the same day as delivery; it differs when a parcel is left with a guard, a neighbour or a locker.
• Purchase date is when you placed and paid for the order. None of the clocks below starts there, although the Consumer Act counts from the completed transaction, which for an online order is normally only complete once the item has been delivered.

Clock	Counts from	Does not count from	Source
Shopee, 7 days (15 for Mall)	The date and time the app shows the order as “Delivered”; Shopee’s Mall page says first attempted delivery	The order or payment date, or when you open the parcel	Shopee Refunds and Return Policy
Lazada, 7 or 14 days	The date of delivery	The order or payment date	Lazada Terms of Sale cl. 6.2
LazMall and Choice, 30 days	The date you receive the item	The order or payment date	Lazada LazMall page
Facebook Marketplace via Messenger	No platform clock; only what the seller agreed	Not applicable	Meta Purchase Protection help
Seller’s 30 days to fix the problem	Not stated in the Act; count it from the day you report the problem in writing	Not applicable	RA 7394 Art. 100
Civil Code, 6 months	Delivery of the item	The day you discover the defect	Civil Code Art. 1571
Consumer Act, 2 years	The completed transaction or the deceptive act; for hidden defects, discovery	The order date alone	RA 7394 Art. 169

If the app says “Delivered” but nothing arrived, report it at once. Shopee counts an unreceived-item claim from the earlier of the last expected delivery date or the “Delivered” status, and Lazada’s terms deem an item received if you do not report within 3 days of the projected delivery date. Screenshot the tracking page as soon as the status changes.

Typical return timeline for Shopee, Lazada and Facebook Marketplace

The graphic below puts the platform steps and the legal limits on one timeline. It fades from green to red because the longer you wait, the less likely you are to get a return or refund: platform windows close, the platform releases your money to the seller, listings and chats disappear, and the item picks up wear the seller can blame on you.

How to read it: the first two weeks are when Shopee and Lazada can still refund you directly. After the last platform window closes, you are pursuing the seller yourself through the DTI, the barangay or small claims court. Facebook Marketplace buyers are in that position from day one. Aim to finish everything within six months of delivery.

Your options and what to do next

Option 1: The platform dispute (fastest, and the only one that holds your money)

Use it when: you bought on Shopee, Lazada or through a checkout that holds payment. Bring: listing screenshots, photos, airway bill, chat. Deadline: the platform window. First action: open the Return/Refund request today.

Option 2: A written demand to the seller

Use it when: the platform window has closed, the platform rejected you, or you bought on Facebook or a website. Bring: your evidence and a clear remedy. First action: send a message like this through the platform chat or by email:

“On [date] I received order [number]. The listing described it as [description], but I received [what arrived]; photos attached. Under Article 100 of the Consumer Act (RA 7394), I ask that you [replace the item / refund ₱____ in full] within 7 days. If this is not resolved, I will file a complaint with the DTI.”

Option 3: A DTI consumer complaint

Use it when: the seller is a business (including an online shop on a marketplace or social media) and refuses a valid claim. For online purchases, use the platform’s or seller’s complaint process first: under Section 24 of RA 11967 it counts as exhausted once your complaint has gone 7 calendar days without resolution, so keep proof of the filing date. Where: the DTI Consumer CARe portal at consumercare.dti.gov.ph, by email to consumercare@dti.gov.ph, or the DTI Fair Trade Enforcement Bureau (fteb@dti.gov.ph). News reports also give the DTI hotline as 1-DTI (1-384). Bring: proof of purchase, listing screenshots, photos, chat and the seller’s store name and link. What happens: the DTI first tries mediation; if that fails, an arbitration officer hears and decides the case, within 15 days of the end of the investigation. No filing fee or deadline is published on the DTI’s complaint FAQ. First action: file online and keep the reference number.

Option 4: Barangay conciliation and small claims court

Use it when: you want your money back from an identifiable seller and the DTI route has not worked, or the seller is a private individual. How: if you and the seller live in the same city or municipality, barangay conciliation usually comes first. Small claims cases cover money claims of up to ₱1,000,000, excluding interest and costs, and lawyers do not appear for the parties. First action: get the seller’s full name and address, which a marketplace must hold under RA 11967 Section 21.

Option 5: A criminal complaint for online fraud

Use it when: the listing was a deliberate trick, not a mistake: an empty box, a fake store, or a seller who disappeared with the money. Where: the PNP Anti-Cybercrime Group, the NBI Cybercrime Division, or the Cybercrime Investigation and Coordinating Center. First action: report the account to the platform, preserve evidence, and see online estafa in the Philippines.

Option 6: Your payment provider

Use it when: you paid by credit card outside a marketplace. Card issuers run their own dispute processes; ask your bank promptly. E-wallet transfers you authorised yourself are much harder to reverse.

Practical scenarios

A “leather” bag from a Lazada seller turns out to be synthetic. This is a misrepresentation of material under Article 50(a) and an Article 100 imperfection. File “not as advertised” within the product’s return window. If the seller offers a 15% discount instead, you may accept it, but you are not bound to: the law gives a proportionate reduction or a refund.

A Shopee phone listed as “brand new” arrives with signs of use and a replaced battery. Article 50(c) covers a product sold as new that is used or reconditioned. Record the condition, file within 7 days (15 for Mall), and do not factory-reset the phone first.

A Facebook Marketplace seller sends a smaller sofa than the one pictured and says “no return, no exchange”. If the seller sells furniture as a business, the Consumer Act applies and the clause is void for a misdescribed item. If it is a private person selling their own sofa, the Civil Code’s sale-by-description rule still lets you rescind. Send a written demand, then use barangay conciliation and small claims.

A brand website refuses your claim because you did not film the unboxing. No law requires the video. Reply in writing citing Articles 100, 106 and 167 of RA 7394 and the DTI’s position, attach your photos, and file with the DTI if they still refuse.

FAQs

What should I do first if my online order is not as described?

Photograph the item, the packaging and the airway bill, screenshot the listing, and file a return or refund request in the app before the window closes. Do not use the item or accept an off-platform settlement.

Can a seller refuse a refund if the item is not as described?

Not lawfully, if the seller is in the business of selling. Article 100 of RA 7394 makes suppliers liable for products that do not match their advertising, and Article 106 prohibits clauses that remove that liability. The seller can refuse only in situations such as change of mind, damage you caused, or disclosed second-hand or as-is sales.

Is an unboxing video required for a refund in the Philippines?

No. No law requires it, and DTI officials have said “no video, no refund” policies are not allowed. It is still the best evidence you can have, so record one when you can.

How many days do I have to return an item on Shopee or Lazada?

Shopee gives 7 days from the “Delivered” status, or 15 days for Shopee Mall. Lazada’s terms give 7 or 14 days from delivery depending on the product, and 30 days for LazMall and Choice items. Check your order page, because windows can change.

Is Shopee or Lazada responsible if the seller refuses?

They run the refund process and hold your payment until it is resolved. Under Section 26 of the Internet Transactions Act, a marketplace can also become liable behind the seller if it fails to exercise ordinary diligence, fails to act after notice, or cannot give the details of a foreign seller.

Does Facebook Marketplace give refunds?

Not for deals arranged through Messenger. Meta says Messenger transactions and local pickups do not qualify for its Purchase Protection, and we found no statement that Marketplace checkout is available in the Philippines. Your claim is against the seller.

Will I get a replacement or a refund?

Under Article 100, the seller first gets 30 days to correct the problem. After that you choose between replacement, a full refund with monetary updating, or a proportionate price reduction. You may choose immediately where a partial fix would compromise the product. Platforms usually process approved cases as a refund after return.

How long do I have to file a complaint after the return window closes?

The Consumer Act gives two years, but the Supreme Court applied a six-month limit from delivery to a hidden-defect warranty claim in De Guzman v. Toyota Cubao. File within six months of delivery to be safe.

Sources and legal citations

• Republic Act No. 7394, Consumer Act of the Philippines (Arts. 50, 97, 98, 100, 101, 104, 105, 106, 162, 163, 167, 169), hosted by the DTI Bureau of Philippine Standards
• Republic Act No. 11967, Internet Transactions Act of 2023 (Secs. 20, 21, 22, 24, 26, 27, 28), also on the Supreme Court E-Library
• Republic Act No. 386, Civil Code of the Philippines (Arts. 1481, 1561, 1567, 1571)
• De Guzman v. Toyota Cubao, Inc., G.R. No. 141480, 29 November 2006, Supreme Court E-Library
• Rules on Expedited Procedures in the First Level Courts, A.M. No. 08-8-7-SC, Supreme Court (small claims up to ₱1,000,000, effective 11 April 2022)
• Is “No Return, No Exchange” policy allowed? DTI Fair Trade Enforcement Bureau
• How to file a consumer complaint, DTI Fair Trade Enforcement Bureau
• DTI Consumer CARe System
• DTI warns against “No Return, No Exchange” policies, Philippine Information Agency, 2 November 2022
• “No video, no refund” policy is illegal, DTI says, GMA News
• DTI: “No Video, No Refund” policy of sellers is illegal, PEP.ph, 17 June 2026
• DTI says no need for unboxing videos, SPOT.ph, 23 June 2023
• Shopee Refunds and Return Policy, last updated 29 April 2026 (platform rules, not law)
• Lazada Terms of Use and Terms and Conditions of Sale (platform rules, not law)
• LazMall landing page, Lazada Philippines and Lazada’s 2024 returns announcement, BusinessWorld
• Lazada entry, E-commerce Marketplace Transaction Safety Ratings, Ministry of Home Affairs, Singapore (Singapore rules only, not Philippine)
• How Purchase Protection works on Facebook, Meta Help Center (platform rules, not law)
• Coca-Cola Bottlers Philippines, Inc. v. Court of Appeals, G.R. No. 110295, 18 October 1993, Supreme Court, which quotes Civil Code Article 1567 in full

Platform pages are cited because they govern the in-app process, not because they state Philippine law. They can change without notice.

Related Guides

• Shopee item not as described: refund steps, the full Shopee walkthrough
• E-commerce returns, refunds and consumer rights, the general rules for online shopping
• Online marketplace liability, when platforms answer for sellers
• Bait-and-switch prices on Shopee or Lazada, when the listing changes before you buy
• Reporting counterfeit products bought online
• The Internet Transactions Act explained
• Online scam evidence checklist
• Scam and hack triage tool, to work out which problem you have
• Buyer and seller remedies in a Philippine sale, on CivilLaw.ph

About This Guide

Author: Cybercode.ph Editorial Team.

Scope: platform windows and clauses are taken from each platform’s published pages as read on 1 October 2026. The critique of those clauses is an editorial reading of the statutes, not a ruling by a court or the DTI.

Sources rechecked as of: 2 October 2026

Cybercode.ph provides general educational information about technology, cybersecurity, privacy, and related legal issues. It is not a substitute for legal, cybersecurity, or professional advice for a specific situation.

Related: if the parcel never arrived at all rather than arriving wrong, see Lazada item not delivered and the 3-day clock — the return window does not apply to a non-delivery, and a different clause and a different statute do.