This policy is established in accordance with the Consumer Act of the Philippines (Republic Act No. 7394). Jen Store is committed to delivering products that meet the quality and condition described at the time of purchase.
Two product types — different rules. Jen Store sells (1) Surplus / pre-owned items marked "AS-IS" — sold without warranty, and (2) New branded items — covered by warranty as described below. The product page tells you which type each item is. Read the listing carefully before purchasing.
1. Items Sold AS-IS
Items marked "AS-IS", "surplus", or "pre-owned" on the product page are sold in their current condition without warranty. The product description and photos provide the most accurate representation of the item's condition at the time of listing.
By purchasing an AS-IS item, you confirm that:
- You have reviewed the product description, photos, and condition notes
- You accept the item in its current state, including any signs of use, wear, scratches, or cosmetic defects
- You understand that no warranty applies
- Returns or exchanges are NOT accepted for AS-IS items, except in the case of "Dead on Arrival" defects (see Section 4)
2. Items Covered by Warranty
2.1 Standard 7-Day Warranty
Unless marked otherwise, NEW items (not labeled AS-IS) are covered by a 7-day warranty from the date of delivery or pickup. During this period, if a non-AS-IS item is found to be defective due to manufacturing or workmanship issues, Jen Store will offer repair, replacement, or refund as described in Section 7.
2.2 Extended Manufacturer Warranty
Some branded items may carry an extended manufacturer warranty (commonly 6 months to 1 year). When applicable, this is noted on the product page and the warranty card is included with the product. To claim under the extended warranty, the original warranty card and proof of purchase must be presented.
2.3 What is NOT covered
- Items sold AS-IS or with disclosed defects
- Damage from misuse, abuse, mishandling, or improper maintenance
- Damage from unauthorized repair, alteration, or modification
- Normal wear and tear consistent with product use
- Cosmetic damage that does not affect functionality
- Issues caused by accident, fire, water (for non-waterproof items), power surges, or other external factors
- Consumable parts (batteries, bulbs, fuses) unless DOA
- Items returned without proof of purchase
3. Reporting Period — File Within 7 Days
All return, refund, or warranty claims must be reported within seven (7) calendar days from the date of confirmed delivery or in-store pickup.
Claims filed beyond this 7-day window will not be eligible for return, refund, or replacement.
4. Dead on Arrival (DOA)
If your item arrives damaged, broken, or non-functional out of the box — even if it was sold AS-IS — you may report it as DOA within 48 hours of delivery. We will work with you to determine whether a refund, replacement, or partial refund is appropriate.
Why 48 hours for DOA? After 48 hours, it becomes difficult to determine whether the damage occurred during shipping, in storage, or after you began using the item. Reporting promptly protects both you and us.
5. Required Proof for All Claims
To ensure fair evaluation and prevent fraud, you MUST submit the following when filing a return, warranty, or DOA claim:
5.1 Unboxing Video (Mandatory)
A clear, continuous, unedited video that:
- Shows the package in its original sealed condition BEFORE opening
- Captures the entire unboxing process from start to finish
- Has no pauses, cuts, or edits
- Clearly shows the item and the alleged defect, damage, or issue
- Includes audio if possible
⚠ No video, no claim. We require an unboxing video for ALL physical damage and DOA claims. This is the only way we can verify whether damage occurred during shipping vs. after delivery. We recommend you start the video BEFORE opening any package from Jen Store, every time.
5.2 Proof of Purchase
- Order number (e.g., BF-260420-1234)
- Name and phone number used to place the order
- Date of order
5.3 Additional Documentation
- Clear photos of the defect from multiple angles
- Photos of the packaging condition
- Warranty card (for branded items with extended warranty)
- Description of how and when the issue was discovered
6. How to File a Claim
- Within 7 days of delivery (or 48 hours for DOA), contact us via [PHONE / FB MESSENGER / EMAIL]
- Provide your order number, the issue, and submit the unboxing video and supporting proof
- Wait for our customer service team to review (typically within 2-3 business days)
- If approved, we will provide instructions on how to return the item or receive a remedy
7. Resolution Options
If your claim is approved, Jen Store will offer one of the following remedies:
7.1 Repair
If the issue can be resolved through repair, we will repair the item and return it to you free of charge. Repair time varies depending on parts availability.
7.2 Replacement
If the item is beyond repair AND a replacement unit is available, we will provide a replacement of the same or equivalent model. Shipping costs for the replacement will be covered by Jen Store.
7.3 Refund
If the item is beyond repair and no replacement is available, we will issue a full refund. Refunds are processed within 7 to 14 business days through the original payment method.
8. Return Shipping Costs
- If the claim is approved as a valid defect or DOA: Jen Store covers return shipping
- If the claim is denied (e.g., damage caused by user error): customer pays return shipping
- If the customer chose pickup originally: returns must also be made via pickup at our store/warehouse
9. Change of Mind
Jen Store does not accept returns for change of mind, buyer's remorse, or items that no longer fit your needs. Please review product descriptions, photos, and dimensions carefully before placing an order.
10. Consumer Rights
This policy is without prejudice to your rights as a consumer under Philippine law, including the Consumer Act (RA 7394) and the Internet Transactions Act (RA 11967). If you believe your rights have been violated, you may file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Group.
11. Contact Us
For all warranty, returns, and DOA inquiries:
Phone: [PHONE NUMBER]
Email: [SUPPORT EMAIL]
Facebook Messenger: [FB PAGE]
Address: [BUSINESS ADDRESS]
Business hours: [HOURS]