RETURN AND EXCHANGE POLICY

Thank you for shopping at the HOTO Philippines!

1. This return and exchange policy only covers items purchased at www.hoto.ph
2. Merchandise with factory defect or damage may be returned and exchanged within 7 days from the date of receiving your order. Returned items will still be subject to inspection and evaluation.
3. For return and exchange requests, please email us your complete order information form at hotophilippines@gmail.com. Please use the order number as the subject of the email.
   
   Once you’ve sent the request, kindly wait for our Customer Support to get back to you regarding the status of your return and exchange request.
   
   Order Information Form:
   
   Order ID:
   Name:
   Contact Number:
   Model/Variant:
   Product's Serial Number/IMEI's Number:
   Date of Purchase:
   Date Received:
   Date Reported:
   Complete Address:
   Picture of Official Receipt:
   Proof of Defect (Photo & Video):
   Concern:

4. Return and exchange requests must be accompanied with the invoice or receipt that is clear and readable. The invoice and receipt must not be tampered or altered. Request(s) and/or item(s) that are not accompanied with the original receipt is/are not eligible for return and exchange.

5. All return and exchange requests are subject to diagnosis, inspection and evaluation. All packages, including original box/containers, tags, booklets/manuals, plastics and shrink wrap must be unmarked and not defaced in any manner and must be included when returning the merchandise.

6. Products purchased with a discount can be exchanged based on the net amount after discount.

7. In case the replacement product or its close variant are not available in stock, the customer may choose another item of the same or higher value, depending on stock availability. The customer will be charged the difference for a replacement item with a higher value.

8. Customers may return or exchange item(s) using the following options:

1. Customers may opt to return defective item(s) at the branch of purchase / Any Ace Hardware branches. Please see list of Ace Hardware Branches for HOTO.
   
   📍 ACE Builders, Ground Floor, SM City Fairview
   📍 ACE Builders, Ground Floor, SM City Pampanga
   📍 ACE Hardware, Lower Ground Floor, SM North Annex
   
   
2. Customers may return the defective item(s) by sending it back to the Head Office located at 46 Joy Street, Grace Village, Quezon City.
   

* Kindly take note that the customer will shoulder the shipping expenses.

9. We reserve the right not to replace items that have already been tampered or vandalized by the customer.

10. We can only accept returns of purchases made from www.hoto.ph. Item(s) purchased at a 3^rd party or other resellers must be returned directly to them and is/are subject to their return and exchange policy.
    
    
11. As stipulated in the Consumer Act of the Philippines, the following are not entitled to an exchange:
    a. Damage caused by mishandling
    b. Change of mind