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FAQS

DO I HAVE TO SIGN SOMETHING UPON RECEIVING MY ORDERED ITEMS? 

You may designate an authorized representative to claim the ordered items on your behalf, in the event that you will not be able to receive the item/s in person upon delivery. You may also note this on the “Special Instructions” field upon selecting your ordered items, before checking out. The designated receiver must present the following to claim the ordered item/s: 

Depending on the 3rd Party Logistics (3PL) provider, you may also be asked to sign through their respective mobile device to validate the receipt of the ordered item/s

CAN I DESIGNATE SOMEONE ELSE TO RECEIVE THE ORDERED ITEMS?

  • Signed authorization letter
  • Copy of the customer’s valid ID
  • Authorized representative valid ID


DELIVERY ATTEMPTS

There will be a maximum of two (2) delivery attempts per invoice. If by the second time delivery has still been unsuccessful, due to the customer or authorized recipients being unavailable to receive the order/s, we reserve the right to cancel the order, and refund the customer’s payment less the shipping costs incurred.

RETURN / EXCHANGE POLICY

Returns must be accompanied by the order number and purchase date. 
Item/s may be returned / exchanged within seven (7) days upon receipt. Please also note that the reason for the return will still be subject to evaluation by Deuter Philippines.

If you wish to have an ordered item returned / exchanged, kindly send an email to deuterph@gmail.com, and a customer service representative will get in touch with you to facilitate.

Cost of shipping back the item/s to Deuter Philippines shall be shouldered by the customer.

Returns on equipment or large items shall strictly follow warranty guidelines as specified accordingly.

ITEMS SUBJECT FOR RETURN / EXCHANGE

A return of an ordered item/s may only be initiated based on the following reasons:

  • Damaged or defective item – item/s has a visible damage or is not working properly
  • Wrong item delivered – item received is not what was originally ordered

MISSING OR BROKEN ITEM/S OR PART/S

If an item or part is missing, send an email to deuterph@gmail.com with the order and product details. A customer service agent will get in touch with you and further investigate. If we made an error, we will ship you the replacement at our expense. 

CASES NOT ENTITLED FOR RETURN / EXCHANGE

As stipulated in the Consumer Act of the Philippines, the following are NOT entitled for a return / exchange:

  • Damaged item/s caused by customer’s mishandling
  • Customer’s change of mind
  • Wrong assembly of customer


Additionally, Deuter Philippines also reserves the right to reject the return / exchange of the following:

  • Items that have been labelled or vandalized by the customer
  • Items that are not in their original packaging
  • Items with missing accessories


ITEM REPLACEMENT SCHEDULE

Once an ordered item/s has been initiated for return, replacement item/s shall be shipped out to the customer, upon the return of the item/s in our warehouse and after evaluation.

The delivery of the replacement item/s shall follow the same schedule mentioned in our delivery policies.

REFUND POLICY

Customer refund shall only commence once the returned item/s has been shipped back to us and after evaluation. Refund shall vary depending on the payment method used to place the order:

  • Bank Deposit – refund shall be deposited to the original bank account used by the customer in placing the order less 5% processing fees.
  • Online Payment – payment shall be reversed with the amount credited back to the customer, as per the issuing bank’s schedule less 5% processing fees.

HOW TO CANCEL AN ORDER

If you would like to cancel an order that you have placed on the website, kindly send us an email as soon as possible at deuterph@gmail.com, with your order number as the subject, to avoid complications that might arise from your order.

Orders that have already been shipped out, i.e. orders with their respective Shipping Tracking Number may still be cancelled. However, please note that the corresponding amount will be deducted from the total amount to be refunded:

5% processing fee will be deducted from the total amount to be refunded.

Customer shoulders the cost of returning the purchased item/s.
A confirmation email will be sent to the customer’s registered email address upon the successful cancellation of an order. Cancelled orders cannot be reactivated, so in the case of a change of mind, a new order will need to be placed on the website the usual way.

AUTOMATIC CANCELLATIONS

Deuter Philippines at its sole discretion might cancel orders placed on the website on certain cases such as, but are not limited to the following:

Suspected fraudulent transactions
Orders with incomplete customer details (e.g. address, contact details), that will cause a failure of delivery
Orders that have reached the maximum delivery attempts of two (2)
Orders with bank deposit as its payment method that have been outstanding for more than 48 hours
Orders that are not covered by Deuter Philippines, or 3rd Party Logistics (3PL) serviceable area.

In case order is not suddenly available, we shall process full refund within 7 business days.