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Returns, Exchanges & Refunds

RETURNS POLICY

Returns, Refunds & Exchange

Returns

You may return your item 7 calendar days from the date you received it. 

To be eligible for a return and full refund or exchange:

  1. Item must be unused and in the same condition that you received it.
  2. Item must also be in the original packaging. Items with visible damaged packaging due to shipping must be REFUSED at delivery. Please refer to Refused at Delivery section below in this case.
  1. Item must have a valid reason for return. Valid reasons are stated below.
  • Defective Item
  • Damaged Item
  • Wrong Item received from ordered
  • Not as advertised on the product page

To complete your return, please click here to fill out the Return Request Form and provide all necessary documents.   

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

In all cases, items will be inspected and if confirmed as faulty we will issue a suitable form of redress (exchange/repair/refund).

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to you at your cost.

In dispute items will be retained by us for 30 days from the date of email notification to you that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to you have not been received.

We will also notify you of the approval or rejection of your refund/exchange/repair. 

Below are some of the reasons for your refund/exchange/repair to be rejected upon inspection:

  • Returned items must have tags still on, all parts and accessories complete and be returned in original packaging
  • Returned items must have no visible signs of wear or use
  • Returned items must have no damage/defect/issue other than those described in the return form and attachments (if applicable)
  • Items noted as non-returnable cannot be returned.
  • Items purchased as Final Sale, Clearance Sale, Warehouse Sale or As-Is-Where-Is cannot be returned.

Other reasons not listed above for return and refund are subject to the following terms and conditions below:

  1. Item must be unused and in the same condition that you received it.
  2. Item must also be in the original packaging. 
  3. Reason for return is any of the reasons stated below.
  • Customer Order Change Email Request within 24 hours of order delivery receipt
  • Customer Order Cancellation Request within 24 hours of order delivery receipt
  • Applicable fees are deducted to the refund amount
  • 15% of original order amount for Cancellation Fee or Change Fee
  • 10% restocking fee if item is returned unsealed and opened plus replacement cost of any damaged/missing parts.
  • Shipping Fee of original order
  • Shipping Fee of new order

To complete your return, please click here to fill out the Return Request Form and provide all necessary documents.

 

Once processed, you will be issued a RETURN LABEL. This Return Label must be placed visibly and securely on the outside of the return package. We have the right to refuse returns without labels or damaged packaging/labels. Please follow our Shipping Returns & Exchange Policy.

 


Refunds (if applicable)

We will process the refund, replacement, or issue a gift certificate depending on your desired refund method.

  • If you requested for issuance of gift check for refund, it may take 1-5 business days to send you the gift check.
  • If you paid via PayPal, issued refunds may take 1-5 business days to post to your payment account.
  • If you paid by credit or debit card, refunds will be sent to the card-issuing. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
  • Refunds are issued for returned items and do not include the cost of shipping.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If we receive the return with damaged packaging/parts/accessories or missing parts/accessories, we have the right to deduct at least 20% of the return order amount and the cost of replacement from the total refund amount.


Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again.


Then contact your credit card company, it may take some time before your refund is officially posted.


Next contact your bank. There is often some processing time before a refund is posted.


If you’ve done all of this and you still have not received your refund yet, please contact us at support@raptor.com.ph. 

Exchanges (if applicable) 
If you need to exchange your item, please click here to fill out the Return Request Form." To be eligible for exchange, please refer to Returns Policy.


Shipping Returns and Exchange

To return your product, you should:

 

  1. Process your return

Please click here to fill out the Return Request Form

  1. Print Your Return Shipping Label
  2. Pack up your return

Place your item(s) AND the order slip inside a sturdy packaging, like the one your item(s) came in. Mark out any older addresses and bar codes. Tape up and seal your package securely. Affix your return label to the outside. Please wrap the entire package in plastic cling wrap to protect it from water damage during shipping.

  1. Ship it back to us

Drop off your package at a carrier location near you or arrange a pick-up.

Ship it to this address:

RAPTOR CONCEPT STORE

1601 E. RODRIGUEZ SR. AVE.,

QUEZON CITY

1111

METRO MANILA

We advise that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item so kindly make sure that you are able to keep track of your chosen shipping.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

We advise that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Refused at Delivery

We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item packaging is damaged, you are required to 1) refuse the delivery, 2) take a picture of the courier’s ID and 3) picture of the shipping damage and the whole package.

Within 24 hours of the delivery refusal, please click here to fill out the SHIPPING DAMAGES FORM.  You will need to upload a clear picture of the  courier’s ID and picture/video of the shipping damage and the whole package. This is so we can inspect your claim on shipping damage and, if confirmed, we will process your delivery failure as delivery refusal due to shipping damage and we will ship out the replacement of your order within 1-2 business days (M-F excluding holidays) without additional cost to you, or full order refund, at our option.

If you have failed to:

  • refuse the delivery, or
  • fill out the form within 24 hours from date of delivery, or
  • upload the picture/video showing clear evidence of shipping damage/s, or
  • upon reviewing your claim we have not found any shipping damage with your order

then this will be processed as delivery failure and you’ll need to abide by the terms and conditions under our shipping policy for the re-delivery.

Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees including restocking, cancellation and other applicable fees excluding refused at delivery due to shipping damage.

 

Order Cancellations

All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point.

We strictly adhere to the following cancellation policy:

If you cancel your order BEFORE it has been paid, then it will be processed immediately. Once processed, order cancellations are irreversible. Orders that are not paid within the 24 hour deadline will be cancelled automatically.

If you cancel your order BEFORE it has been shipped, you will be assessed a 15% cancellation fee before credit is issued.

If you cancel your order AFTER it has been shipped, please follow Returns Policy. The cancellation will have to be treated as a Return with all applicable fees.

Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.

 

 

Order Changes

Order changes must be made BEFORE it has been shipped out. Email us at orders@raptor.com.ph with subject “Request for Change Order # ____________” and is subject to the following terms and conditions.

 

Only the order changes listed below and requested within 24 hours from order payment can be requested without additional fees.

  • Adding Shipping Address details.
  • Adding/Changing Shipping Contact Person details.
  • Upgrading Shipping Option from standard shipping to expedite shipping.
  • Changing Shipping Option from delivery to pick up.
  • Change of item/s in order resulting in same or higher total order amount.

Order changes listed below and requested within 24 hours from order payment is subject to applicable fees.

  • Change of item/s resulting in lower order amount is subject to a 15% change fee of the difference in order amount. Your order will be on hold and will not be processed until the 15% transaction fee has been settled.
  • Change of shipping address is subject to shipping fee of final shipping address

Any order changes listed below after 24 hours from order payment is subject to a 15% change fee of the original (before change) order amount.

 

Any order changes made AFTER it has been shipped is subject to Returns Policy. The change will have to be treated as a Return with all applicable fees.