Damaged or Wrong Item Received on PinoyHive

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Return Product Policy

– If the seller delivers the wrong product, the seller should shoulder the return shipping fee.
A 30% deduction/penalty may be applied to sellers to help prevent incorrect product deliveries and improve order accuracy.


Seller Accountability

– Implement stricter monitoring for sellers with repeated wrong-product incidents.
– Maintain records of cancellation and return issues per vendor for performance tracking.

Received a damaged product or the wrong item? Don’t worry — PinoyHive makes it easy to report issues and get a replacement or refund. Here’s a step-by-step guide to handle defective or incorrect orders. 🇵🇭

📌 When This Applies

You should report your order if:

  • The product arrived broken or defective

  • You received an incorrect item (wrong color, size, or variation)

  • The item is expired, spoiled, or damaged during shipping

📌 Tip: Always check your package as soon as it arrives to catch any issues early.

🛒 Step 1: Check Your Order

  • Log in to your PinoyHive account.

  • Go to My Orders and select the affected order.

  • Confirm that the item matches your purchase receipt.

📝 Step 2: Submit a Report

  1. Click “Report Issue” or “Request Return” on the order page.

  2. Choose the reason for your report, such as:

    • Damaged item

    • Wrong item received

  3. Provide supporting evidence, including:

    • Clear photos of the item and packaging

    • Description of the issue (e.g., cracks, wrong color)

📌 Tip: Good photos and clear details help speed up approval.

⏳ Step 3: Wait for Seller Response

  • The seller will review your report and approve a replacement or refund.

  • You will be notified via email or app notification once the request is approved.

  • If there’s no response, PinoyHive Customer Support can assist in mediating the issue.

🚚 Step 4: Return the Item (If Required)

  • Pack the defective or wrong item securely, including all original packaging and accessories.

  • Ship it back to the seller using the recommended courier.

  • Keep the tracking number as proof of return shipment.

📌 Tip: Some sellers may offer a no-return replacement, depending on the item type.

💰 Step 5: Replacement or Refund

Once the seller receives and verifies your return:

  • Replacement: The correct or undamaged item will be shipped to you.

  • Refund: The amount will be returned via your original payment method:

    • COD – Order cancellation confirmed

    • GCash / Maya – 1–3 business days

    • Debit/Credit Card – 5–10 business days

    • Online Banking – 3–7 business days

🛡 Tips for a Smooth Process

  • Always inspect your package immediately after delivery.

  • Take clear photos of damages or mistakes.

  • Communicate politely with the seller for faster resolution.

  • Keep shipping receipts until the issue is fully resolved.

🇵🇭 Shop Confidently on PinoyHive

Receiving a defective or incorrect item doesn’t have to be stressful. With PinoyHive’s clear reporting process, secure returns, and reliable support, you can resolve issues quickly while continuing to support Filipino sellers.

Shop worry-free and safely on PinoyHive! 🐝

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