Return and Refund Policy

Effective Date: 07.14.2020

Kimchi Mart wants every customer to receive the correct products in good condition. This policy explains when returns, replacements, and

refunds may be accepted.

1. Report Problems Immediately

Customers must inspect their order as soon as it is delivered.

For frozen, refrigerated, fresh, or other temperature-sensitive products, any problem must be reported within 1 hour of delivery.

For non-perishable products, problems must be reported within the same day of delivery.

Claims submitted after these periods may be declined, except where otherwise required by applicable law.

2. Video Evidence Required

All claims for damaged, defective, incorrect, missing, spoiled, or otherwise problematic products may require clear video evidence.

We will not accept photos.

Evidence may include:

Video showing the condition of the package upon opening; and

Any other reasonable evidence requested by Kimchi Mart.

For frozen and refrigerated products, the video should clearly show the condition of the product and packaging as soon as possible

after delivery.

Failure to provide reasonable evidence within the applicable reporting period may result in the claim being declined.

3. Damaged, Incorrect, or Missing Products

If Kimchi Mart delivers a product that is:

Damaged upon delivery;

Incorrect;

Missing from the order; or

Clearly defective upon receipt,

Kimchi Mart may, after reviewing the claim and available evidence, provide a replacement, store credit, or refund, subject to applicable law.

4. Frozen and Refrigerated Products

Because frozen and refrigerated products are perishable and temperature-sensitive, returns are generally not accepted after delivery.

Customers must promptly inspect and properly store these products after receiving them.

If a frozen or refrigerated product arrives damaged, spoiled, thawed, leaking, or otherwise unsuitable, the customer must contact

Kimchi Mart within the same day of delivery and provide the video evidence.

Kimchi Mart may request videos and, where appropriate, may provide a replacement, store credit, or refund without requiring the physical

return of the product.

Customers should not dispose of the product before contacting Kimchi Mart unless the product presents a health or safety risk.

Kimchi Mart is not responsible for deterioration caused by the customer's failure to promptly receive, refrigerate, freeze, or properly store

temperature-sensitive products after delivery.

5. Customer Change of Mind

Returns or refunds are generally not available simply because a customer changes their mind, orders the wrong product, or no longer

wants the product, except where required by applicable law or where Kimchi Mart agrees otherwise.

6. Refund Abuse and False Claims

Customers must not submit false, misleading, or fraudulent return or refund claims.

This includes:

Claiming that an order was not delivered when it was received;

Claiming that a product was damaged when the damage occurred after delivery;

Returning a different product from the one purchased;

Replacing, removing, or altering product labels;

Intentionally damaging or tampering with products;

Requesting a refund while keeping the product when a return is required;

Submitting multiple claims for the same order;

Providing manipulated or misleading videos; or

Any other attempt to obtain a refund or replacement through deception.

Kimchi Mart may reject fraudulent claims, suspend or terminate accounts, restrict refund privileges, recover losses, and pursue appropriate remedies under Philippine law.

7. Refund Processing

Approved refunds will be processed through the applicable payment method or another reasonable method determined by Kimchi Mart.

The time required for a refund to appear in the customer's account may depend on the payment provider or financial institution.

8. COD Orders

Customers who refuse a legitimate COD order without a valid reason may lose access to COD payment options and may be required to make advance payment for future orders.

Repeated or intentional refusal of orders, particularly frozen or refrigerated products, may result in account restrictions or termination.

9. Investigation of Claims

Kimchi Mart reserves the right to investigate any return, replacement, refund, or delivery claim.

We may review:

Order records;

Delivery and proof-of-delivery records;

Customer communications;

Product photographs and videos;

Product and packaging information;

Customer account history;

Previous return/refund claims; and

Other information reasonably related to the transaction.

Personal information will be handled in accordance with Kimchi Mart's Privacy Policy and applicable Philippine data-protection laws.

10. Fraudulent or Repeated Claims

Where Kimchi Mart has reasonable grounds to believe that a customer is abusing the return or refund system, Kimchi Mart may:

Reject the claim;

Require additional evidence;

Restrict or remove COD privileges;

Restrict future returns or refunds;

Suspend or terminate the customer's account;

Recover losses caused by fraudulent activity; and

Take other lawful action available under Philippine law.

Fraudulent conduct may constitute an offense under Philippine law depending on the facts and circumstances.

11. Policy Exceptions

Nothing in this policy is intended to remove or restrict any consumer rights or remedies that cannot legally be excluded under Philippine law.

Kimchi Mart reserves the right to make reasonable exceptions where appropriate.

12. Contact Us

For returns, replacements, or refund requests:

Kimchi Mart

Eprime F. Raymundo St. Brgy. Pandayan, Meycauayan, Bulacan

Email: 24ampmcorp@gmail.com

Please include your order number, description of the problem, and required photo/video evidence when submitting a claim.

By placing an order through KimchiMart.ph, you acknowledge and agree to this Return & Refund Policy.