PETKIT Deep Sleep Pet Mattress

RETURN AND REPLACEMENT POLICY

This policy is valid for the Philippines only.

At VMi Direct, we are committed to providing high-quality products and excellent customer service in accordance with the consumer protection standards set by the Department of Trade and Industry (DTI) and the Consumer Act of the Philippines (R.A. 7394).

✅ 1. 7-Day Replacement for Defective Products

If your purchased item has a manufacturing defect, you may return it for a replacement or exchange within 7 calendar days from the date of purchase.

This policy applies only to products that are found to be defective upon arrival or develop a verified manufacturing defect within the first 7 days of use.

⚠️ This policy does not cover “change of mind” returns, accidental damage, misuse, or normal wear and tear.

📄 2. Proof of Purchase Required

To qualify for a replacement, you must provide a valid proof of purchase, such as:

• Official receipt
• Sales invoice
• Order confirmation email
• Transaction record from our website

Without proof of purchase, we may not be able to process your replacement request.

📦 3. Condition of the Product

The item must be returned in original condition, which includes:

• Complete with original packaging and labels
• All accessories, manuals, cables, and freebies included
• No signs of physical damage, tampering, or improper use
• In a resalable (marketable) condition

Products that are damaged due to mishandling, modification, or incorrect installation will not be eligible for replacement.

❌ 4. Non-Covered Cases ("Change of Mind")

We do not accept returns or exchanges for:

• Change of mind
• Wrong color, size, or model selected
• Buyer’s remorse
• Products that are not defective
• Customer Misuse
• Improper Handling of the Customer
• Water Damages to Electronic Products

Please double-check your order before confirming your purchase.

🛠️ 5. Warranty & Service Center Guidelines

Some products (e.g., electronics, appliances, mobile devices) may come with a manufacturer’s warranty card that includes specific service terms.

In such cases:

• You may be directed to an authorized service center for inspection, repair, or replacement.
• The service center’s assessment will determine whether the issue is covered under warranty.
• VMi Direct will assist in coordinating the process and provide necessary documentation.

Please retain your warranty card and register your product (if required) as per the manufacturer’s instructions.

🏬 6. Store Discretion & Exceptions

While our policy follows DTI guidelines, VMi Direct reserves the right to:

• Approve or decline replacement requests based on verification
• Offer store credit or alternative solutions in special circumstances
• Update this policy with prior notice, in compliance with Philippine consumer laws

Any exceptions are at the sole discretion of VMi Direct and are not guaranteed.

📞 7. How to Request a Replacement

1. Contact our Customer Support within 7 days of purchase:

• Email: support@vmidirectph.com
• Hotline: +63923-6039512 / +639764561295

2. Provide:

• Order number
• Proof of purchase
• Photos/videos showing the defect
• Description of the issue

3. Our team will assess your claim and guide you through the next steps—either a direct replacement or referral to a service center.