Refund policy

Last updated: September 21, 2026

Reporting window

You have seven (7) calendar days from the date of delivery to report a problem with your order. Reports made after this window may no longer qualify under this policy, though your rights under the Consumer Act of the Philippines (RA 7394) remain unaffected.

What is covered

You may file a claim if, on arrival, your item is:

  • The wrong item or wrong variant
  • Incomplete — a missing item from a bundle or set
  • Defective due to a manufacturing fault
  • Damaged in transit (leaking, crushed, broken seal or container) — handled through a courier claim, see Transit damage and lost parcels below

What is not covered

  • Products that have been used. If inspection shows the product has been opened and used, the claim is void and no replacement or refund will be issued. This does not apply where the defect could only reasonably have been discovered through use.
  • Change of mind or an item ordered by mistake — these are handled separately under Change of mind exchanges below, at your cost
  • Results that fall short of expectation on a particular pair of shoes or a particular material — see our Terms of Service
  • Damage caused by misuse, improper storage, or use contrary to the product instructions
  • Orders where the customer provided an incorrect or incomplete delivery address — see our Shipping Policy

How to file a claim

  1. Email rcpro@letsclyde.com or message us through the chat on letsclyde.com within 7 days of delivery.
  2. Include your Order ID, a description of the problem, and clear photos or a short video showing the issue and the outer packaging.
  3. Do not discard the item or its packaging until your claim is resolved — the courier may ask to inspect them.

Assessment

We assess claims within two to three (2–3) business days of receiving your complete report. Business days are Monday to Friday, excluding Philippine national and local holidays.

Wrong, incomplete, or defective items

Where assessment establishes that the fault is ours — a manufacturing defect, or a wrong or incomplete item — we will send a replacement at no cost to you, or issue a refund if you prefer. Replacements are dispatched within three (3) business days of claim approval or, where we have asked for the item back, of our receiving it.

Transit damage and lost parcels

All orders are shipped through LBC Express. Where a parcel is damaged in transit, or has not arrived within ten (10) business days after the end of the estimated delivery window for your area, report it to us and we will file a claim with LBC Express on your behalf. You do not need to contact the courier yourself.

These claims are resolved through LBC's investigation, which runs on LBC's timeline and may take longer than the other periods stated in this policy. Once LBC confirms the damage or loss, we will send a replacement or issue a refund. We will keep you updated while the investigation is ongoing.

If LBC has not resolved its investigation within fifteen (15) business days of our filing the claim, we will send your replacement or issue your refund without waiting further.

Return shipping

Do not ship anything back to us before we confirm — unauthorized returns cannot be processed.

  • Where we ask for the item back and the claim is approved, we shoulder the cost of shipping it to us and the cost of sending the replacement to you. You pay nothing.
  • Where inspection of a returned item shows it is not defective, was used, or otherwise falls outside this policy, the claim is closed, the return shipping fee is not reimbursed, and sending the item back to you is at your cost.

Refunds

Refunds are issued where a claim is approved and you have asked for a refund instead of a replacement, or where a replacement is unavailable — for example, the item is out of stock or discontinued. We refund the amount you paid for the item. Refunds are processed on our end within five (5) business days of approval.

  • Orders paid online are refunded to your original payment method. Your bank, e-wallet, or card issuer may take additional time to post the amount.
  • Cash on Delivery orders are refunded by GCash or bank transfer to an account you nominate.

Change of mind exchanges

We accept change of mind exchanges. Contact us within seven (7) calendar days of delivery with your Order ID and the item or items you would like instead.

  • The item must be unused, unopened, and with its seal and original packaging intact. Opened or used items cannot be exchanged.
  • You shoulder both shipping costs — sending the item back to us, and sending the new item out to you.
  • The item or items you choose must total at least the price you paid for the original. If your chosen item costs less, add another item to reach or exceed the original amount. Where the new total is higher, the difference is payable before dispatch. We do not refund any difference.
  • Change of mind exchanges are for exchange only. We do not issue cash refunds for change of mind.
  • Wait for our confirmation and return instructions before shipping anything back.