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REFUND POLICY · VERSION 2026-10-05

Help with returns and refunds.

The route depends on where and how you paid. This policy does not limit remedies available for defective, misdescribed or undelivered goods under applicable law.

Request help for a Sourlo order

Open Orders and choose Report a problem under Order support on the affected order. Explain the problem and then add relevant photos to the private case. The shop can respond, offer a replacement, or ask for details; the Sourlo owner reviews money refunds. Follow the case history for updates. Do not send payment-card information. Use Business & contact if you need further help.

If a return is authorized, the case shows the approved address, instructions, and who pays return shipping. Follow those arrangements before sending the goods, then add the courier and tracking number. The website records these steps; it does not automatically book a courier or generate a return label.

The seller should explain the proposed remedy and any return instructions. Where a remedy is legally required, a blanket “no return, no exchange” statement does not override that right. Change-of-mind requests depend on clearly disclosed shop terms.

Open orders Contact the operator

Orders paid through the website payment provider

Reporting an issue places that order’s seller earnings on hold while it is reviewed. The shop’s agreement alone does not send money: the Sourlo owner must approve a full refund through the connected provider for an eligible paid order. The case is marked refunded only after the provider confirms success. Check the case status and contact support if it remains pending. A request or a cancelled page is not proof that money has reached your account.

The current website supports full refunds, including the original delivery charge; it does not provide an automated partial-refund button. Any other remedy must be agreed and handled through an appropriate supported process. The time for funds to appear depends on the provider and original payment method; no fixed arrival time is promised here.

Chat-arranged and external purchases

For a payment arranged directly in chat, ask the seller and the actual payment service about the refund. Such payments do not enter the website’s seller wallet and cannot be refunded automatically by this website.

For Shopee or Lazada purchases, use that retailer’s order and return process. Saving the listing on Sourlo does not create an order with the retailer.

Shopee support Lazada support

Charges and unresolved complaints

Online delivery charges are shown before the order is placed. The seller should disclose return instructions and any lawful costs before you agree; remedies required by law remain available. Seller fee accounting must not create an undisclosed charge to the buyer.

Keep the order details and communications. If you need further consumer assistance in the Philippines, you can contact DTI Consumer Care.

DTI Consumer Care Fee schedule