Refund policy

Refund requests must be submitted within 3 calendar days from the date you actually receive your item. Voluntary exchange requests must be submitted within 7 calendar days from the date you actually receive your item. These periods are never calculated from the Sales Invoice, Collection Receipt or shipping date. Claims for products that are defective on delivery (DOA) or wrongly supplied by CCS must be reported within 3 calendar days from the date you actually receive your item. Refunds are available only for defective or non-performing products. Submitting a request does not guarantee approval, and there are no automatic refunds for change of mind.

To be eligible for a voluntary exchange, your item must have been correctly supplied by CCS, and must be unused, complete, resellable and in its original packaging, and the exchange must be approved by CCS. You’ll also need the receipt or proof of purchase. These conditions do not by themselves remove the remedies available for products that are defective (including defective on delivery), wrongly supplied by CCS or otherwise not conforming to the confirmed order; such cases are assessed based on their circumstances and applicable Philippine consumer protection law.

To start a return, exchange or repair request, contact CCS Customer Service at hello@ccs.com.ph before sending or bringing any item to us. If your request is authorized, we’ll send you instructions on how and where to send your package. Who pays for shipping depends on the reason for the return (see “Return shipping costs” below). Please do not send items back without first contacting CCS Customer Service. This authorization step does not restrict your statutory rights.

You can always contact us for any return question at hello@ccs.com.ph.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return shipping costs

  • Approved voluntary exchange: the customer pays the shipping costs in both directions and any price difference.
  • Wrong product supplied by CCS (different from the confirmed order): CCS pays the return shipping of the wrong item and the delivery of the correct replacement. CCS Customer Service coordinates and authorizes the return. This is not a voluntary exchange.
  • Defective on delivery (DOA): when a DOA is confirmed and qualifies for return or replacement, CCS pays the return shipping and the delivery of the replacement or resolved product. If you suspect a product is DOA, contact CCS Customer Service for assessment and authorization; where feasible, Customer Service will arrange the return shipping. If you prepay a courier charge that CCS has authorized or approved, CCS will reimburse it when the DOA is confirmed. If inspection finds no defect, CCS will decide responsibility for shipping costs case by case, considering whether the issue could reasonably have been resolved through remote assistance, whether potential shipping charges were explained before the return was authorized, and other relevant circumstances.
  • Normal warranty repair (approved in-warranty repair after normal use): the customer pays shipping to CCS; CCS pays the shipping to return the repaired or replacement product.
  • Out-of-warranty repair: the customer pays the shipping costs in both directions; service and parts charges are handled separately.

Exceptions / non-returnable items
The following products cannot be returned or exchanged: activated software (after the license has been activated); customized printed products such as (but not limited to) cards, lanyards, IDs, smart cards, RFID labels, stickers and other media; customized modifications on standard products; order-basis products that are not in stock and are specially ordered for special projects; and services that have already been rendered. Please get in touch if you have questions or concerns about your specific item.

These exceptions apply to discretionary returns and exchanges; they do not by themselves remove remedies for items that are defective, wrongly supplied or misrepresented where Philippine consumer protection law provides protection.

Exchanges
Voluntary exchanges (for example, if you ordered the wrong model) may be requested within 7 calendar days from the date you actually receive the item and are evaluated case by case, subject to the conditions above and CCS approval. For an approved voluntary exchange, you pay the shipping costs in both directions and any price difference. If the replacement product costs less than the original, CCS will first offer additional products to cover the difference; if you decline, CCS will refund the difference. This applies only to standard, resellable products and only when the other exchange conditions are met. If CCS supplied the wrong item, this is not a voluntary exchange; see “Return shipping costs” above.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Refunds apply only to products that are defective or not operating as promised. If approved, CCS will advise the applicable refund arrangements. Please remember it can take some time for your bank or credit card company to process and post a refund, depending on the arrangement.