Dispute Resolution Policy

Dispute Resolution Policy

At SieztaPH, we are committed to providing our customers with quality products and responsive customer service. We recognize that questions, concerns, or disputes may occasionally arise from an order or transaction.

This Dispute Resolution Policy explains how customers can raise concerns with us and how we will work toward a fair and reasonable resolution.

1. Business Information

SieztaPH

Email: info@sieztaph.com
Website: www.sieztaph.com

2. Contact Us First

We encourage customers to contact SieztaPH directly before pursuing an external complaint or other formal action.

Customers may contact us regarding:

  • Product concerns;
  • Damaged, defective, incorrect, or incomplete orders;
  • Delivery concerns;
  • Payment-related concerns;
  • Returns or refunds;
  • Warranty concerns;
  • Order cancellations; or
  • Other concerns relating to a transaction made through our website.

Please email us at info@sieztaph.com and provide the following information where applicable:

  • Full name;
  • Order number or transaction reference;
  • Date of purchase;
  • Product purchased;
  • Description of the concern;
  • Relevant photographs, videos, receipts, or other supporting documents; and
  • Preferred resolution, if applicable.

Providing complete information helps us investigate and resolve the concern more efficiently.

3. Internal Review and Resolution

Upon receiving a complaint or dispute, SieztaPH will review the information provided and may request additional details or documentation when necessary.

We will make reasonable efforts to:

  1. Acknowledge the concern;
  2. Review the relevant order and transaction records;
  3. Communicate with the customer regarding the concern;
  4. Determine the appropriate resolution based on the circumstances, applicable policies, product warranty, and applicable laws; and
  5. Communicate the proposed resolution to the customer.

Depending on the nature of the concern, possible resolutions may include replacement, repair, return, refund, store credit, correction of an order, or another appropriate remedy.

Any return or refund will be handled in accordance with our Return & Refund Policy.

4. Supporting Documents

To properly investigate a dispute, we may request reasonable supporting documents, including:

  • Order confirmation;
  • Sales invoice or receipt;
  • Proof of payment;
  • Photos or videos of the product;
  • Delivery documentation;
  • Correspondence relating to the transaction; or
  • Other information reasonably necessary to evaluate the concern.

Customers should provide accurate and complete information.

5. Payment-Related Disputes

If a concern involves an online payment processed through a third-party payment service provider, SieztaPH may coordinate with the relevant payment provider when necessary to investigate the transaction.

Customers may also contact their payment provider regarding transaction concerns, subject to the provider’s applicable terms and procedures.

Where a payment dispute involves a chargeback or similar payment-related process, SieztaPH may provide transaction records and other relevant documentation to the payment provider or financial institution as required.

6. Escalation

If a customer is not satisfied with the outcome of our internal review, the customer may communicate the concern to us again and provide any additional information or documentation they would like us to consider.

We will make reasonable efforts to resolve the matter amicably and in good faith.

7. Government and Other Remedies

Nothing in this policy prevents a customer from exercising any rights or remedies available under applicable Philippine laws.

For consumer concerns covered by the jurisdiction of the Department of Trade and Industry (DTI), customers may seek assistance from the appropriate DTI office or its consumer complaint channels.

DTI provides mechanisms for handling consumer complaints, including mediation and, where applicable, adjudication.

Customers may also use the DTI Consumer Complaints Assistance and Resolution (CARe) System for applicable business-to-consumer complaints.

For more information regarding DTI consumer complaints, customers may visit the official DTI consumer complaint resources.

8. Good-Faith Resolution

SieztaPH is committed to handling customer concerns fairly, professionally, and in good faith.

We encourage customers to communicate concerns respectfully and provide accurate information so that both parties can work toward an appropriate resolution.

9. No Waiver of Consumer Rights

Nothing in this Dispute Resolution Policy is intended to limit, waive, or exclude any rights or remedies that a customer may have under applicable Philippine laws.

If any provision of this policy is found to be inconsistent with a mandatory requirement of applicable law, the applicable legal requirement will prevail.

10. Changes to This Policy

SieztaPH may update this Dispute Resolution Policy from time to time to reflect changes in our business practices, applicable laws, regulations, or payment requirements.

Any updated version will be posted on this page together with the applicable effective date.

11. Contact Information

For questions, complaints, or concerns regarding an order or transaction, please contact:

Email: info@sieztaph.com
Website: www.sieztaph.com

We value our customers and will make reasonable efforts to address concerns promptly and fairly.