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Last updated: August 18, 2026
This policy applies to products purchased directly from Edmark Live Mall. It should be read with our Terms of Service and does not limit any rights or remedies available under applicable consumer law.
Contact Edmark Live Mall as soon as you discover an issue. For an item that is missing, damaged on delivery, incorrect, incomplete, or materially different from its listing, please contact us within seven (7) calendar days after delivery. A manufacturing defect that becomes apparent after delivery may be reported within six (6) months from the delivery date.
Provide your order number, name, contact details, a clear description of the issue, and any available photos or video. Do not return an item until Edmark Live Mall provides return instructions.
For every product, we strongly recommend recording one continuous unboxing video. Where practical, the video should clearly show the sealed parcel, shipping label, condition of the outer packaging, opening of the parcel, all products and accessories received, and the product’s initial inspection or first test.
An unboxing video helps Edmark Live Mall and its logistics partners assess missing, damaged, incorrect, or incomplete deliveries more quickly. Customers should also keep the original packaging, manuals, accessories, complimentary items, and proof of purchase while a claim is being reviewed. Not having an unboxing video will not automatically remove rights that cannot lawfully be excluded.
Subject to assessment and applicable law, a replacement or other legally required remedy may be available where:
The six-month period covers verified manufacturing defects arising during normal use in accordance with the product instructions. Edmark Live Mall may inspect, test, or request reasonable diagnostic information before approving a replacement.
Coverage does not ordinarily apply to normal wear and tear, consumable parts, accidental or cosmetic damage after delivery, misuse, improper storage, unauthorized modification or repair, damage caused by unsuitable voltage or installation, water damage where the product is not designed for it, or use contrary to the manual. These exclusions do not apply where prohibited by law.
Edmark Live Mall does not accept returns or provide refunds solely because a customer changed their mind, selected the wrong item, or no longer wants a correctly supplied, non-defective product, unless Edmark Live Mall expressly offered that option or applicable law requires it.
Edmark Live Mall’s standard commercial remedy for an approved claim is replacement rather than a cash refund. Depending on the verified issue, Edmark Live Mall may replace the complete product, replace the affected part, or supply a missing product, part, or accessory.
A replacement will normally be the same product and specification. If that product is unavailable, Edmark Live Mall may offer an equivalent product of equal or greater value, subject to the customer’s agreement and applicable law.
Cash refunds are not offered as a goodwill remedy. This replacement-first policy does not override rights that cannot lawfully be excluded. Where applicable Philippine consumer law gives the customer the right to elect a refund, or where a replacement cannot provide the legally required remedy, Edmark Live Mall will honor that statutory right.
If a refund is required under applicable law, it will generally be processed after the returned product is received and assessed, unless the law requires otherwise. The approved amount will be sent to the original payment method where reasonably possible. Processing time may depend on the payment provider or financial institution.
Return-delivery costs are shouldered by the customer, including for a claim that Edmark Live Mall approves for replacement. Edmark Live Mall does not bear return-delivery costs. A customer must wait for and follow the return instructions provided by Edmark Live Mall before sending any product back; products returned without instructions may not be accepted. Where a replacement is approved, Edmark Live Mall ships the replacement to the customer under the Delivery and Shipping Policy. This section does not limit rights or remedies that cannot lawfully be excluded under applicable Philippine consumer law.
Only use pages and accounts that are officially operated or linked by Edmark Live Mall. Do not send passwords, one-time codes, payment-card details, or access tokens through email, WhatsApp, or social media.
