Refund policy

As a marketplace for different creators, all transactions that take place in our Likhaan store follow the Consumer Act of the Philippines (RA 7394).

We assure you that each item sold on Likhaan is thoughtfully produced or supplied by our partner creators. In the rare event that the damage is confirmed to have occurred prior to shipment, Likhaan will coordinate with the creator to provide an appropriate resolution. If the damage or loss is confirmed to have occurred during shipping, Likhaan will coordinate with the creator and the courier to determine the appropriate resolution. Refunds or reimbursements are subject to investigation outcomes and applicable courier compensation policies.

Please review the policies below carefully before processing your order.

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RETURNS & REFUNDS

We only provide returns or refunds for the following reasons:

  • The item arrives with damage due to transit or delivery
  • The item is declared lost* by the courier or shipping company.

Please take note that an item is typically referred to as lost* when:
— The package is past its expected delivery date and the tracking page has no further progress
— The package is marked as "Delivered" by the courier company and yet, you haven't received anything (subject to an investigation until it is actually regarded as lost)

Returns for on-sale items or gift cards are NOT allowed. Additionally, if we determine that the item was accurately described on our site (in terms of size, materials used, weight, etc.) and you are returning it as a result of buyer's remorse or change of mind, a return or refund is NOT accepted.

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ELIGIBILITY

  • For damaged item(s) due to transit or delivery
    • If the courier doesn't allow you to reject delivery, please get in touch with us and send photographic evidence within 24 hours of receiving the package; otherwise, you won't be able to claim a refund/return.
    • If the courier allows you to reject the delivery, please first take a photo of the packaging or the product before returning it to the courier, and then please get in touch with us immediately or within 24 hours.
  • For lost items
    • Once you have done your due diligence and the package is still nowhere to be found, please message us within 24 hours from when the courier has marked this as 'delivered' in order for your claim to be valid, and please provide us with as much detail and proof as possible in order for us to swiftly initiate the investigation with our courier.
    • If you still haven't received your package and there's no progress on the tracking page, you must contact us immediately or as soon as reasonably possible in order for you to have a valid claim for a refund/return (subject to courier investigation timelines).
    • If the courier has marked the order as 'delivered' and yet you have not received the package, please try to check first if the package is left with any other member of your household; otherwise, if you live in a subdivision or apartment building, inquire with your lobby staff or guard house if any package has been left under your name.

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To start a return, you must contact us at info@likhaan.com. You must provide the following:

  1. Your order ID and other applicable details
  2. Photographic evidence of the issue
    - Include the item and the original packaging with time and date proof
    - If there is any damage to the package, do NOT open it and email us immediately with photo proof

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If your return request is valid and accepted for damaged items, we will arrange the pick-up date and send this information to you via email. Please ensure that you are at your address during that time; otherwise, if there is a failure in the pick-up process after several attempts from our courier, the item will NO longer be eligible for return or refund unless such failure is due to courier error or circumstances beyond the customer’s reasonable control.

Once the item has been picked up, the refund will be processed once the return or loss is confirmed, in the form of Likhaan Rewards points which will act as store credit that you can use for future purchases. Please take note that in cases where the item is lost or confirmed damaged due to courier error, Likhaan will refund the full order amount including shipping fees (for the latter, this is as dependent on the courier's policies). For all other approved returns, only the value of the goods will be refunded.

IMPORTANT: Items sent back to us without first requesting a return, and Likhaan approving such, will NOT be accepted.

 

 


EXCHANGES OR REPLACEMENTS

Exchanges are subject to product eligibility, creator approval, product availability, and Likhaan’s final determination (this detail is also often clearly indicated on the product listing).

As such, if the item is viable for exchange, provided that it is undamaged, unopened, with tags (if applicable) and does not fall under the *Exceptions items list, you can exchange or replace the item within 7 days of receipt — which means that you have 7 days after receiving your item or product to request an exchange or replacement.

Requests received outside the stated return period will NOT be accepted.

*We only accept exchanges or replacements for the same item under the same creator (e.g. to exchange for a different size, color, etc.). Requesting an exchange or replacement to substitute your purchase for a different item other than the one you ordered is NOT allowed. 

To start an exchange or replacement, you must contact us at info@likhaan.com and you must provide the following:

  1. Your order ID and other applicable details
  2. Photo proof that the item is undamaged and unopened
  3. The item's size/color/type that you want to exchange for
    - In case there is no stock available for the item that you desire, please advise us if you would prefer to wait for new stock to arrive or if you would prefer us to process a refund instead

If your exchange/replacement request is accepted, we will provide you with the shipment details. Please take note that the item must be shipped in its original packaging (including all accompanying certificates or extras received with the order).

  • If the item sent is correct as per your order and you simply want to exchange/replace it for a different color, size, or type, you are then responsible for the return shipping costs.
  • However, if we conclude that the request for exchange/replacement is valid due to the following reasons, we will be responsible for the return shipping costs:
    • The item was misrepresented(either in the photograph or in the Listing description)
    • The item sent was wrong or different from what was ordered
    • The item was damaged as a result of poor packaging by the creator

Please take note that we and the creator(s) reserve the right to deny the exchange if any conditions are not met.

 

 

*EXCEPTIONS

Certain types of items cannot be exchanged or replaced, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), fashion accessories (such as earrings), and personal care goods (such as skincare and beauty products).

Please get in touch if you have questions or concerns about your specific item.


 

MISSING ITEMS

We, along with our creators, always strive to deliver complete items in every package. In the rare chance that this happens, please message us at info@likhaan.com so that we can initiate an investigation. Please send us the following details too:

  • Your order ID
  • The item that's missing
  • Any proof you can provide that can back up this claim

If a package is missing an included item or feature, Likhaan will coordinate replacement shipment at no cost to the customer. Depending on the investigation, the replacement shipping cost may be shouldered by either the creator or the courier.


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