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I want to know more about your Return and Exchange Process.

Divine
  • Updated

15-Day Exchanges and Returns Policy

At Rustan's, we want to make your shopping experience as easy as possible.

In the event that your selection is incorrect, you may return or exchange in-store or send back your order within 15 days of receiving it.

 

Ways to exchange or return:

IN-STORE EXCHANGE OR RETURN

  1. Click here to Create a Return Request and enter details of your order return. When possible, include photos of the product as received to allow our team to verify its condition.
  2. Await Approval of your Return Request via email and then print Approval or store on your device
  3. Proceed to a Store Customer Service counter at one of our main stores, as listed below. Take the item with the email order confirmation receipt and return approval.
  • Ayala Center Makati: 5/F Customer Service counter
  • EDSA Shangri-la: 2/F Customer Service counter
  • Gateway Mall: 2/F Customer Service counter
  • Alabang Town Center: G/F Customer Service counter

  • Ayala Center Cebu: G/F Customer Service counter

    Once the exchange is processed and successfully delivered, further requests for refunds or replacements will no longer be accommodated. Exchange can only be availed once, either as a gift card refund or replacement, provided the item remains in good condition
     

Please note: When issuing refunds, rustans.com can only return funds back to the credit card or PayPal account you paid with. 

As we do not provide cash-on-delivery (COD) services for online orders, we are unable to offer cash refunds in-store.

SEND BACK YOUR RETURN

  1. Click here to Create a Return Request and enter details of your order return. When possible, include photos of the product as received to allow our team to verify its condition.
  2. Await Approval of your Return Request via email and then print Approval or store on your device
  3. Repack your items into the original Rustan's shipping carton or pouch. Include the original packing slip, printout of the email order confirmation receipt, and printed return approval email.
  4. When sending through trackable services such as Entrego or LBC pouch or paid courier, you must label the outside of the box or pouch correctly with the address indicated in the return approval email message.

Please note: We are unable to accommodate visitors or in-person returns at our warehouse. Please send your item via a trackable service.

For exchanges: When we receive your items, we will dispatch the exchange request free of charge if it is like-for-like item and the same price.

If it is not the same price, we will issue an E-Gift Card to the value of your returned item so you can select the desired alternative at rustans.com and make payment at checkout. Once your new purchase appears in our system, we will dispatch and tracking will be sent to you via email for this replacement item.

Once the exchange is processed and successfully delivered, further requests for refunds or replacements will no longer be accommodated. Exchange can only be availed once, either as a gift card refund or replacement, provided the item remains in good condition
 

REPORT FAULTY OR WRONG GOODS

  1. Click here to Create a Return Request and state details about the defect. Ensure the date of purchase is clear as wear and tear needs to be eliminated as a possible cause. Actual manufacturing faults should be evident right away or detected within seven (7) days out of the box. Include photos of the product as received to allow our team to verify its condition.
  2. Await response from our customer service team and allow us time to check your item/s
  3. We will arrange a pick-up of your original order, and a replacement will be sent to you free of charge once your warranty claim is verified. If a replacement is not available, a repair or a supply of spare parts may be offered.
  4. Print the return approval email sent to you once the return request has been verified and include it in the parcel.
  5. Email us at hello@rustans.com and state your order number is ready for pick-up. We will make a pick-up booking for you.
  6. Please address the box Attention To: Rustans.com Operations Manager

Please Note: You or a person in your home, office, or apartment must be available when the pick up takes place so that the right parcel is collected.

 

RETURN AN ITEM

 

Important information:

Products not valid for returns or exchanges

For hygiene reasons, the following items cannot be returned or exchanged:

  • Fine Jewelry
  • Underwear, lingerie, hosiery, and socks
  • Swimwear including coverups and rash guards
  • Cosmetics, fragrances, and skincare
  • Items shown as final sale on our site

Proof of Purchase

Items valid for returns or exchanges must be accompanied by an email order confirmation receipt.

 

Valid Returns

Products being exchanged or returned must be:

  • Purchased from Rustan's Department Store locations or rustans.com
  • Unused, unopened, unworn, undamaged, or unaltered
  • Complete with original product tags and packaging, including, but not limited to, original shoe, accessory, gadget boxes, or garment bags

Taking care with returns

Please take care of the items being returned. Rewrap and insert in a box or pouch with care as per original delivery and be sure to seal well if sending back via your desired courier service. It is important to avoid damage or loss by packing up the item properly. This will help ensure we receive your return parcel as intended and will help validate your returned order swiftly.

 

Wrong or faulty item received

If you received an item which was not what you ordered, we will arrange the pick up and replacement of your order free of charge.

If you received an item which you believe has a manufacturer's defect or is faulty upon receiving, please read our Warranty information and instructions. We will arrange the pick up and replacement or repair of your order free of charge.

 

Handy tip

Keep a copy of your receipts, a photo of your return parcel, and a record of your return tracking number.

Keep your parcel safe with tracking: if your parcel is sent back to us without tracking, we cannot guarantee your return for processing or check its arrival. Once it arrives, please allow at least three (3) days for processing.

You’ll be notified when your return parcel arrives at the warehouse. When it passes our checks, we'll dispatch your exchange and send you tracking details, or we'll email your rustans.com Gift Card refund.

 

Invalid returns

If items are returned and they do not meet the above terms and conditions or they are returned with damage, have been used, worn or altered, Rustan's is unable to issue a refund or credit.

At its discretion, Rustans.com may issue an E-Gift Card for 50% of the value if outer packaging is damaged or tags are missing. Altered, worn, or damaged items will not be refunded.

 

Information about cash refunds

As we do not offer cash-on-delivery ( COD), we are unable to offer cash refunds. Refunds are issued by Rustans.com in the method of payment which you provided such as credit card or PayPal. If you paid with a Gift Card, we will issue a Gift Card back as the form of refund so that you can choose a suitable item in the future.

 

Refunds on undelivered items

From time to time, things may not go to plan. If you experience a missing item or undelivered item in your order, we can follow this up for you and request a new dispatch for that product.

If there is any reason why we cannot serve the product for you, you may be offered an alternative product, or an E-Gift Card credit to the same value for use toward any future purchase, or a refund to the credit card or payment method used. Just email us at hello@rustans.com

 

Refunds processing times

Our team processes refunds where applicable as quickly as possible. However, banks and payment providers have their own guidelines for processing at their end.

 

General guidelines for timeframe to clear funds are:

  • PayPal - Immediate or within 1-2 days
  • PayMaya - Within 5-15 days
  • Visa, Mastercard  - Within 5-15 days or up to 30 day depending on your bank
  • Installment purchases - Minimum 10-15 days or up to 30 day depending on your bank eg HSBC, Citibank etc

If you choose an E-Gift Card for Change of Mind or other forms of exchange and refund, this can be issued in a short time and used immediately for purchases on rustans.com
 

We are unable to offer refunds or credits on orders where customers have entered the wrong delivery details. Please double check your address at each stage before confirming your order at check out.


For further questions or assistance, feel free to email us at hello@rustans.com or reach out via our live chat portal at https://rustans.com/. Our Customer Service Team is available daily from 9:00 AM to 6:00 PM.

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