Refund policy

Last Updated: August 2026

We want you to be happy and confident when ordering from HBY. If something isn't right with your order, please contact us and give our Customer Support team an opportunity to make it right.

This policy applies to purchases made directly through HBYern.com and is subject to applicable consumer protection laws in the Philippines.

When We Can Help

Please contact us if you receive a product that is:

Damaged during delivery
Leaking, broken, or otherwise defective
Incorrect or different from what you ordered
Missing an item from your order
Expired upon delivery
Unfit for consumption or use because of a product defect
Otherwise not in conformity with your confirmed order

Depending on the circumstances and applicable consumer rights, we may offer a replacement, refund, store credit, or another appropriate resolution.

Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Philippine law.

Report a Problem With Your Order

We strongly encourage customers to inspect their package as soon as it arrives.

If there is a problem, please contact HBY Customer Support within 7 days of receiving your order whenever reasonably possible so we can investigate quickly.

Please provide:

Your order number
Name used for the order
Description of the problem
Clear photos of the product and packaging
Photo of the shipping label
Video evidence, if available or reasonably necessary to assess the issue

Please keep the product and its original packaging while your request is being reviewed.

The 7-day reporting period helps us investigate courier and fulfillment issues promptly and does not remove any rights you may have under applicable Philippine consumer law.

Consumable Products, Including HBY Wellness Coffee

For food, beverages, coffee, supplements, and other consumable products, we generally cannot accept returns simply because the customer:

Changed their mind
Did not like the taste, aroma, sweetness, texture, or personal preference
Ordered the wrong product or quantity
No longer wants the product after delivery

However, this does not apply when the product is defective, damaged, expired, incorrect, unsafe, or otherwise qualifies for a remedy under applicable consumer law.

If you believe there is something genuinely wrong with your HBY Wellness Coffee, please contact us before discarding the product or packaging.

Perfumes and Personal-Use Products

For hygiene, safety, and product-integrity reasons, opened or used perfumes and other personal-use products generally cannot be returned solely because of personal preference, including dislike of the fragrance.

We therefore encourage customers to review the product description and fragrance information carefully before purchasing.

However, if your perfume arrives damaged, leaking, defective, incorrect, or otherwise not as ordered, please contact us and we will review the issue.

Change of Mind

We generally do not provide refunds or exchanges solely because of a change of mind once an order has been delivered in good condition and as ordered.

If you contact us before your order has been processed or dispatched, we will do our best to accommodate cancellation or changes, although we cannot guarantee that these will still be possible.

Damaged During Delivery

If your package appears damaged when delivered, please photograph or record the condition of the parcel before or while opening it whenever possible.

Please retain:

The shipping pouch or box
Shipping label
Original product packaging
Damaged product
Photos and/or video showing the condition in which it arrived

This helps us investigate the issue with our fulfillment and courier partners.

Wrong or Missing Item

If HBY sends you the wrong product or an item is missing from your order, please contact us.

Once verified, we will arrange an appropriate resolution at no additional cost to you.

Refunds

Once a refund has been approved, it will be processed through the original payment method whenever reasonably possible.

The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

For payments made through methods where a direct reversal is unavailable, our Customer Support team may contact you to arrange an appropriate refund method.

Return Shipping

When a return is required because an eligible product is defective, damaged, incorrect, or otherwise qualifies for a remedy attributable to HBY, we will provide instructions regarding the return and applicable shipping arrangements.

Customers should not send products back without first contacting HBY Customer Support, as the appropriate resolution may depend on the nature of the issue.

Promotions, Bundles & Free Gifts

For products purchased as part of a bundle, promotion, Buy More & Save offer, or an order containing a free gift, the refund or replacement will be assessed based on the affected product and the terms of the promotion.

If an entire promotional order is refunded, any complimentary items associated with that purchase may also need to be returned where appropriate.

Refund Abuse or Fraud

HBY reserves the right to investigate refund and replacement requests where there are reasonable indications of fraud, alteration, misuse, repeated abuse, or intentionally false claims.

This does not affect legitimate consumer rights regarding defective or non-conforming products.