Returns and Refunds

At Q Household, we want every purchase to be one you feel confident about. That is why we offer a straightforward, customer-first returns policy backed by Philippine consumer protection law — no complicated procedures, no restocking fees, no surprises.

60-Day Return Window

You may return any refrigerator or freezer purchased from qhousehold.com within 60 days from the date of delivery, for any reason whatsoever. Change of mind is fully covered. There is no need to justify your decision — if the product is no longer right for you, we will take it back.

How to Request a Return

Send an email to info@qhousehold.com during our customer service hours (Monday to Saturday, 9:00 AM – 6:00 PM) and include the following:

  • Your order number
  • The reason for the return (brief description is sufficient)
  • Your preferred contact details for coordinating the pickup

You may also submit your request through the contact form on our website. Our team will acknowledge your request and arrange everything from there.

Condition of the Item

The unit must be returned complete — with all original accessories, manuals, and packaging components that came with it. Reasonable use for testing and evaluation purposes is perfectly acceptable; we understand that assessing a refrigerator or freezer requires more than a quick look.

Free Return Pickup

Q HOUSEHOLD ESSENTIALS OPC arranges and shoulders the cost of return pickup nationwide. You will not pay anything to send the item back to us. Once your return request is confirmed, our logistics team will coordinate a schedule for collection directly at your address.

Inspection and Refund

Upon receiving the returned unit, we will inspect it to confirm completeness. Provided the item meets the return conditions above, your refund will be processed to the original payment method within 5 business days of our receipt of the item. Because all prices on qhousehold.com already include 12% VAT with no hidden fees, the full amount you paid is the amount refunded.

Defective or Incorrect Items

If your unit arrives defective or is not the item you ordered, you are entitled to a free repair, replacement, or full refund under the manufacturer’s official warranty and the implied warranty provisions of the Consumer Act of the Philippines (Republic Act No. 7394). Contact us immediately at info@qhousehold.com so we can resolve the matter as quickly as possible. These rights exist independently of, and in addition to, our standard 60-day return policy.

Exchanges

If you would like a different model instead of a refund, let us know in your return request. We will do our best to accommodate an exchange, subject to availability. Any price difference will be settled before the replacement unit is dispatched.

Your Rights Under the Internet Transactions Act of 2023

As an online consumer in the Philippines, you are protected by Republic Act No. 11967, the Internet Transactions Act of 2023, which sets minimum standards for transparency, fair dealing, and consumer redress in e-commerce. Our policies are designed to comply fully with this law. Should you believe your consumer rights have been violated, you may also file a complaint with the Department of Trade and Industry (DTI).

For any questions about returns or refunds, reach us at info@qhousehold.com. We are here to help.