Refund policy

RETURN, REFUND, AND ORDER CANCELLATION POLICY

This Return, Refund, and Order Cancellation Policy applies to purchases made from VARA through https://vara.ph/ and other online sales channels directly operated by us.

1. Merchant Information

Brand: VARA
Legal Entity: VARA Collective OPC
Customer Support Email: support@vara.ph


The return address may be different from our registered business address. Do not send any product until we have confirmed the correct return location and instructions.

2. Our Commitment

We want every VARA order to arrive complete, safe, properly sealed, and consistent with the product description shown at the time of purchase.

This Policy does not operate as a “No Return, No Exchange” policy. Nothing in this Policy excludes, restricts, or waives any consumer right or remedy provided under Philippine law.

The Department of Trade and Industry prohibits “No Return, No Exchange” policies from being used to deny remedies for defective products. Consumers may be entitled to repair, replacement, refund, or another appropriate remedy depending on the product and circumstances.

3. Scope of This Policy

This Policy covers:

  • Products purchased directly from our official website;
  • Orders placed through our authorized social-commerce channels;
  • Purchases from marketplaces where VARA is the identified seller; and
  • Promotional, discounted, bundled, and regular-price purchases, subject to the disclosed promotion conditions.

For purchases made through Shopee, Lazada, TikTok Shop, or another marketplace, the marketplace’s return procedure may also apply. However, a platform procedure cannot remove rights granted by Philippine law.

Products purchased from an unauthorized reseller must generally be returned to that seller. We may still assist with product-safety concerns, authenticity verification, or regulatory reporting.

4. Inspecting Your Order

Please inspect your parcel promptly upon delivery and check:

  • The product name and variant;
  • The quantity received;
  • The condition of the box, pouch, sachets, seals, and other packaging;
  • The lot or batch number;
  • The manufacturing and expiration dates; and
  • Whether there are signs of leakage, contamination, tampering, or transit damage.

For visible shipping damage, shortage, or an incorrect item, we recommend contacting us within seven calendar days from delivery so we can investigate promptly with our fulfillment and delivery partners.

This recommended reporting period does not extinguish any warranty or statutory right that may apply beyond seven days.

An unboxing video can help us investigate, but it is not an absolute requirement and the absence of one will not, by itself, invalidate an otherwise legitimate claim.

5. Returns or Refunds Due to a Defect or Seller Error

You may request an appropriate remedy when:

  • The product is defective, damaged, contaminated, leaking, spoiled, or unsafe when received;
  • The safety seal or primary packaging was already broken or tampered with upon delivery;
  • The product delivered is expired;
  • The remaining usable shelf life materially differs from what we expressly represented before purchase;
  • You received the wrong product, flavor, size, or quantity;
  • A paid item is missing;
  • The product is materially different from its listing, sample, picture, or agreed specifications;
  • The product does not possess the quality, condition, or functionality reasonably expected from its description;
  • The order was lost in transit without fault on your part;
  • The product fails to comply with an applicable warranty; or
  • Another act, omission, or breach attributable to VARA gives rise to a remedy under Philippine law.

Depending on the circumstances and the nature of the product, the remedy may include:

  • Replacement of the affected item;
  • Delivery of the missing or correct item;
  • Full or partial refund;
  • Proportionate price reduction;
  • Cancellation or rescission of the affected transaction; or
  • Another remedy required or mutually agreed under applicable law.

Food and dietary supplements generally cannot be “repaired.” Therefore, replacement, refund, price reduction, recall, or safe disposal may be the more appropriate remedy.

6. Voluntary Change-of-Mind Returns

Philippine law does not generally require a merchant to accept a return solely because the customer changed their mind when the product is in perfect condition.

As an additional customer-service benefit, VARA may accept a voluntary change-of-mind return if:

  • The request is submitted within seven calendar days from delivery;
  • The product is unused, unopened, and in resalable condition;
  • All seals, sachets, labels, boxes, and original packaging remain intact;
  • The product has not been exposed to heat, moisture, contamination, improper storage, or other conditions affecting its safety or quality;
  • The customer provides valid proof of purchase; and
  • The return is approved before the product is shipped back.

For an approved change-of-mind return:

  • The customer is responsible for the return shipping cost;
  • Original delivery fees are normally non-refundable;
  • Any non-recoverable payment, COD, or marketplace fee may be deducted only when lawfully applicable and properly disclosed;
  • The customer bears responsibility for loss or damage during the voluntary return shipment; and
  • The refund will be processed only after the returned product passes inspection.

Acceptance of a voluntary return remains subject to food-safety, hygiene, and product-integrity considerations.

7. Products That Cannot Be Returned for Change of Mind

We do not accept change-of-mind returns for:

  • Opened or partially consumed food or dietary supplements;
  • Products with broken, removed, or altered safety seals;
  • Individual sachets removed from their original sale packaging;
  • Products damaged through misuse, mishandling, or improper storage after delivery;
  • Products exposed to excessive heat, sunlight, moisture, or contamination after delivery;
  • Products without sufficient information to verify that they were purchased from us;
  • Free samples not separately purchased;
  • Gift cards, digital credits, or electronic vouchers, except where required by law;
  • Personalized products; and
  • Products specifically identified as non-returnable for legitimate health, hygiene, or safety reasons.

These exclusions apply only to voluntary or change-of-mind returns. They do not prevent a customer from seeking a lawful remedy for a defective, unsafe, expired, misdescribed, incorrectly delivered, or non-conforming product.

Terms such as “final sale,” “clearance,” or “non-returnable” do not remove statutory remedies for defective goods.

8. How to Submit a Claim

Contact us through support@vara.ph and provide:

  • Your full name;
  • Order number or electronic receipt;
  • Date the order was received;
  • Name and quantity of the affected product;
  • A brief description of the issue;
  • Clear photographs of the product and packaging, when reasonably available;
  • Photographs of the lot or batch number and expiration date;
  • Photographs of the shipping label for delivery-related claims; and
  • Your preferred remedy.

We may request additional reasonable information needed to verify the transaction or investigate the issue. We will not require information that is excessive or unrelated to the claim.

Where an express warranty is applicable, the documentation requirements and remedies under the Consumer Act of the Philippines will be observed. An electronic invoice, receipt, order record, or other reliable proof of purchase may be used to verify an online transaction.

9. Claim Review

We aim to:

  • Acknowledge a complete claim within two business days;
  • Provide initial findings or next instructions within seven business days; and
  • Complete an approved replacement or refund within a reasonable period, subject to product inspection, courier investigation, payment-provider processing, and circumstances beyond our reasonable control.

Complex safety, contamination, authenticity, or delivery-loss investigations may require additional time. We will provide reasonable updates if an investigation is delayed.

Approval of one claim does not automatically establish that another product or order has the same issue.

10. Returning the Product

When a replacement or refund is granted because of a defect, non-conformity, or error attributable to VARA:

  • We will provide return instructions;
  • The original affected goods must normally be made available for return;
  • The reasonable return shipping cost will be paid or reimbursed by us;
  • The return must be completed within a reasonable period; and
  • The customer must take reasonable care of the product while awaiting return.

Do not return a leaking, contaminated, swollen, or potentially unsafe product without instructions. We may direct you to securely retain, document, or dispose of the product instead.

If a refund has already been issued but the original goods cannot be returned because of the customer’s fault, the customer may be required to reimburse the amount received, subject to any appropriate proportionate reduction permitted by law.

11. Refund Amounts

For an approved full refund attributable to a defect or seller error, the refund may include:

  • The amount actually paid for the affected product;
  • Any delivery fee directly attributable to an order that was wholly defective, incorrect, lost, or undelivered; and
  • Reasonable return shipping charges when the return is required by us.

For a partial refund, the amount will be based on the affected item, missing quantity, or appropriate reduction in value.

We will not deduct handling, inspection, restocking, or return shipping fees from a remedy required because of our error or a product defect.

12. Refund Method and Processing Time

Refunds will ordinarily be issued through the original payment method.

For cash-on-delivery orders or when a refund to the original method is technically unavailable, we may request verified bank or e-wallet details. The name of the recipient account should generally match the purchaser or authorized recipient.

Once approved and submitted by us, refunds are normally processed within five to ten business days. The actual posting time may depend on the bank, card issuer, e-wallet, marketplace, or payment provider.

Store credit, vouchers, or product substitutions will not be forced in place of a cash refund when the consumer is legally entitled to a refund. They may be provided when voluntarily accepted by the customer.

13. Bundles, Discounts, and Free Promotional Items

For bundle offers, including “Buy 2, Get 1 Free” promotions:

  • A refund for only one item will be calculated using the value allocated to each item under the promotion;
  • The refund will not necessarily equal the regular standalone price;
  • A customer requesting cancellation of the entire bundle must return all items included in the bundle, including the promotional item, unless we instruct otherwise;
  • If a customer lawfully keeps part of a bundle, the refund may be recalculated based on the promotion’s disclosed conditions; and
  • Cash refunds are limited to the amount actually paid, without prejudice to damages or other remedies available under law.

Promotion qualifications and conditions must be clear and accessible before purchase. Nothing in this section limits remedies for defective or incorrectly delivered promotional items.

14. Order Cancellations

You may request cancellation before the order has been packed or handed to the courier. We will make reasonable efforts to accommodate the request, but cancellation is not guaranteed once fulfillment has begun.

Confirmed orders that are already with a third-party courier or in transit may be subject to the limitations under the Internet Transactions Act, particularly for paid or perishable goods.

Cancellation may still be allowed when:

  • The cancellation is caused by our fault, misrepresentation, material non-disclosure, or system error;
  • The parties agree to the cancellation;
  • The payment arrangement permits the amount to be credited despite cancellation;
  • Applicable delivery expenses are reimbursed where legally appropriate; or
  • Another legal or platform-authorized cancellation ground applies.

Repeated refusal of legitimate cash-on-delivery orders, fraudulent orders, or abusive cancellations may result in restrictions on future COD transactions, provided this is done fairly and without limiting statutory consumer rights.

15. Failed Delivery and Incorrect Customer Information

The customer is responsible for providing accurate recipient, contact, and delivery information.

If delivery fails because of an incorrect address, an unavailable recipient, refusal without valid cause, or failure to respond to reasonable delivery attempts:

  • Re-delivery may require payment of an additional delivery fee;
  • Original delivery charges may be non-refundable;
  • Refunds, if any, may exclude costs reasonably incurred because of the incorrect information or unjustified refusal; and
  • Products will be evaluated for safety and resale eligibility before any refund is approved.

These rules do not apply where the failed delivery was caused by VARA, its fulfillment provider, or its appointed courier.

16. Marked Delivered but Not Received

If an order is marked as delivered but you did not receive it, contact us as soon as possible and preferably within 48 hours of the delivery notification.

We may coordinate with the courier, review proof of delivery, and request confirmation from the recipient. The 48-hour reporting recommendation helps preserve courier records but does not automatically waive a valid legal claim submitted later.

17. Adverse Reactions and Product-Safety Concerns

Food and dietary supplements may affect individuals differently. A dislike of taste, texture, aroma, or an individual intolerance does not automatically establish that a product is defective when it conforms to its description and applicable standards.

If you experience a suspected adverse reaction:

  1. Stop consuming the product;
  2. Seek appropriate medical attention, particularly for severe or persistent symptoms;
  3. Preserve the remaining product and original packaging;
  4. Record the lot number and expiration date; and
  5. Contact us promptly at support@vara.ph.

We may ask for information reasonably needed for product-safety investigation and regulatory reporting. Health information will be treated as sensitive personal information and processed only as permitted by law.

Suspected adverse events, misleading health claims, or unsafe health products may also be reported to the Philippine Food and Drug Administration through ereport@fda.gov.ph or the FDA’s official reporting channels.

This Policy does not replace professional medical advice.

18. Product Recalls

If a product becomes subject to a recall, safety notice, withdrawal, or regulatory directive, we may:

  • Contact affected customers using available transaction records;
  • Stop distribution of the affected lot;
  • Provide instructions regarding return, replacement, quarantine, or disposal;
  • Issue an appropriate refund or replacement; and
  • Cooperate with the Philippine FDA, DTI, and other competent authorities.

Recall remedies will follow the official notice, applicable law, and the circumstances of the safety issue.

19. Fraudulent or Abusive Claims

We may deny or investigate claims involving:

  • Altered or substituted products;
  • Falsified receipts, photographs, or order records;
  • Intentional product damage;
  • Repeated claims inconsistent with transaction history;
  • A product not purchased from VARA or an authorized seller;
  • False claims that an order was not received; or
  • Attempts to obtain both a refund and retain the goods without lawful justification.

A claim will not be rejected merely because a customer has previously submitted a legitimate complaint. Any denial will be based on reasonable evidence and applicable law.

20. Personal Information

We collect and process only the information reasonably needed to:

  • Verify the purchase;
  • Investigate the return or refund request;
  • Arrange pickup, replacement, or payment;
  • Detect fraud;
  • Maintain accounting and regulatory records;
  • Address product-safety concerns; and
  • Establish, exercise, or defend legal claims.

Personal information will be processed in accordance with our Privacy Policy and the Data Privacy Act of 2012, following the principles of transparency, legitimate purpose, proportionality, security, and limited retention.

Do not send government identification or medical records unless we specifically explain why they are reasonably necessary and the lawful basis for processing them.

21. Complaints and Escalation

Please allow us an opportunity to resolve your concern by contacting:

VARA Customer Support
Email: support@vara.ph
Business Hours: Mon-Fri, 8:00am to 5:00pm

If we cannot resolve the issue, you may seek assistance through the Department of Trade and Industry Consumer CARe System:

DTI Consumer CARe: https://consumercare.dti.gov.ph/

You may also contact the DTI Fair Trade Enforcement Bureau or another government agency with jurisdiction over the product or issue.

Nothing in this Policy requires a consumer to waive the right to file a complaint or pursue another remedy available under Philippine law.

22. Governing Law

This Policy and purchases covered by it are governed by the laws of the Republic of the Philippines, including applicable consumer-protection, e-commerce, food-safety, data-privacy, and civil laws.

If any provision of this Policy is found invalid or unenforceable, the remaining provisions will continue to apply. Any invalid provision will be interpreted or modified only to the minimum extent necessary to make it consistent with applicable law.

If this Policy conflicts with a mandatory consumer-protection law, the mandatory law will prevail.

23. Changes to This Policy

We may update this Policy to reflect changes in law, regulation, payment processes, fulfillment arrangements, or business operations.

The version applicable to an order will generally be the version published when the order was placed, unless a later change is required by law or provides more favorable rights to the customer.

Material changes will be posted on our website with an updated effective date.

24. Legal Bases and Government References

This Policy was prepared with reference to the following Philippine laws and official government guidance:

  1. Republic Act No. 7394 – Consumer Act of the Philippines, including warranties, remedies for breach, deceptive sales practices, and consumer redress:
    Lawphil – Republic Act No. 7394

  2. Republic Act No. 11967 – Internet Transactions Act of 2023, particularly Sections 19, 20, and 23 on consumer diligence, returns without cost for defective online purchases, remedies, and online-merchant obligations:
    Lawphil – Republic Act No. 11967

  3. DTI guidance on “No Return, No Exchange” policies, confirming that such policies cannot defeat remedies for defective products while a mere change of mind does not automatically require a return:
    DTI – Is “No Return, No Exchange” Allowed?
    DTI Consumer Information Brochure

  4. Republic Act No. 10611 – Food Safety Act of 2013, covering food-safety controls and recall of defective food products:
    Lawphil – Republic Act No. 10611

  5. Republic Act No. 9711 – Food and Drug Administration Act of 2009, covering FDA regulation and post-market monitoring of health products:
    Lawphil – Republic Act No. 9711

  6. Republic Act No. 10173 – Data Privacy Act of 2012, particularly the principles of transparency, legitimate purpose, proportionality, lawful processing, security, and limited retention:
    National Privacy Commission – Data Privacy Act

  7. Republic Act No. 386 – Civil Code of the Philippines, including the provisions governing sales, warranties, hidden defects, rescission, and damages:
    Lawphil – Civil Code of the Philippines

  8. DTI Consumer Complaint Assistance:
    DTI Consumer CARe System
    DTI – How to File a Consumer Complaint