DTI states “No video, No refund policy” is illegal

The Department of Trade and Industry (DTI) has issued a stern warning to online sellers regarding the implementation of the “no video, no refund policy,” declaring it illegal and in violation of consumer rights.

The “no video, no refund” policy, commonly employed by online retailers, requires customers to record themselves when accepting and opening their orders. Under this policy, only customers with accompanying videos documenting the receipt and unboxing process are considered eligible for replacements or refunds in case of defective items.

According to DTI Assistant Secretary Amanda Nograles, such policies constitute deceptive, unfair, and unconscionable sales practices, contravening Republic Act 7394, also known as the Consumer Act of the Philippines.

In an interview with Super Radyo dzBB, Nograles emphasized that consumers have the right to return defective items they purchased. In instances of product defects, consumers are entitled not only to return the item but also to request a replacement, a full refund, or repair services.

Nograles further elucidated,”Isang halimbawa ‘yan ng deceptive sales act yung nagpapa-video ka bago tanggapin yung item.,”

The DTI’s declaration serves as a reminder to online sellers to adhere to fair and transparent business practices, respecting consumer rights and upholding legal standards in e-commerce transactions.

As the DTI continues to advocate for consumer welfare, it urges both sellers and buyers to be vigilant and informed regarding their rights and obligations in online commerce.