The Department of Trade and Industry (DTI) has issued a strong warning to online sellers regarding the enforcement of the “no video, no refund policy,” deeming it illegal and a violation of consumer rights.
Commonly employed by online retailers, the “no video, no refund” policy mandates customers to record themselves while accepting and unboxing their orders. This policy stipulates that only customers with accompanying videos documenting the receipt and unboxing process are eligible for replacements or refunds in case of defective items.
DTI Assistant Secretary Amanda Nograles stated that such policies are deceptive, unfair, and constitute unconscionable sales practices, which are in direct violation of Republic Act 7394, also known as the Consumer Act of the Philippines.
In an interview with Super Radyo dzBB, Nograles emphasized consumers’ rights to return defective items, asserting that 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.
Nograles further clarified, “Isang halimbawa ‘yan ng deceptive sales act yung nagpapa-video ka bago tanggapin yung item.”
The DTI’s statement serves as a stern reminder to online sellers to adhere to fair and transparent business practices, respecting consumer rights and upholding legal standards in e-commerce transactions.
As the DTI actively advocates for consumer welfare, it urges both sellers and buyers to remain vigilant and well-informed about their rights and obligations in online commerce.
