Refund policy

RETURN & EXCHANGE POLICY

(Timberland Philippines – Official Online Store)

Our Commitment to Authenticity & Consumer Protection

We guarantee that all Timberland products sold on our official Philippine website are 100% authentic, sourced through authorized Timberland distribution channels.

This policy is aligned with the Consumer Act of the Philippines (RA 7394) and DTI consumer protection guidelines, while safeguarding our customers and business against counterfeit and fraudulent returns.

 

Eligibility for Returns or Exchanges

We accept returns or exchanges strictly under the conditions below:

1.        The item was purchased from our official website

2.        Request is made within seven (7) days from receipt

3.        Item is:

1.        Unused, unworn, and unwashed

2.        In original condition

3.        With original tags, box, packaging, and all inclusions intact

4.         Item passes authentication and quality inspection

Valid Reasons for Return or Exchange

  1. In accordance with DTI guidelines, we accept returns or exchanges only for the following reasons:

  2.  Manufacturing defect

  3.  Wrong item, size, or color shipped

  4.  Item damaged upon delivery (must be reported within 48 hours of receipt)

 

Size Exchange Policy (Customer-Shouldered Shipping)

We allow size exchanges only, subject to availability and inspection.

  1. Requests for exchange due to incorrect size selection by the customer are allowed for exchange only

  2. All shipping costs related to size exchanges shall be fully shouldered by the customer, including:

    1. Shipping the item back to us

    2. Shipping the replacement item to the customer

We strongly encourage customers to review our size guide carefully prior to placing an order.

 

Strictly Non-Returnable & Non-Exchangeable Items

The following are not eligible for return or exchange under any circumstances:

  1. Change of mind or preference

  2. Items showing signs of wear, use, dirt, creasing, or odor

  3. Items without original tags, box, or packaging

  4. Items damaged due to misuse or improper handling

  5. Items purchased from unauthorized sellers or third-party platforms

  6. Items that fail authentication or are found to be counterfeit or tampered with

Anti-Counterfeit & Authentication Measures

Due to the prevalence of counterfeit Timberland products in the market, all shipped items are recorded and verified prior to dispatch.

All returned items are subject to strict authentication, which may include:

  1. Verification of product codes, serial numbers, and SKU records

  2. Cross-checking with warehouse dispatch records and images

  3. Evaluation by trained personnel following Timberland global standards

Any item found to be counterfeit, substituted, altered, or tampered with will be:

  1. Immediately rejected

  2. Not refunded or exchanged

  3. Returned to the sender at their expense or disposed of in accordance with applicable laws

We reserve the right to refuse future transactions in cases of return fraud.

 

Return & Exchange Process

  1. Contact Customer Service within 7 days of receiving the item at customercare@ikonicretail.com.ph

  2. Submit:

    1. Order number

    2. Photos/videos of the item and packaging

    3. Reason for return or exchange

  3. Wait for return authorization

  4. Ship the item using the approved method

  5. Inspection upon receipt (up to 5–10 business days)

 

Refunds

Approved refunds will be processed:

  1. Via the original payment method

  2. Within 10–15 business days after inspection approval

Shipping fees are non-refundable, except in cases of incorrect or defective items attributable to us.

 

Exchanges

  1. Exchanges are subject to stock availability

  2. If the requested size is unavailable, a refund or store credit may be offered

  3. Shipping costs for exchanges due to customer size selection are not covered by the store

 

Customer Responsibility

Customers are responsible for:

  1. Reviewing product details and size guides prior to purchase

  2. Ensuring returned items are securely packed

  3. Covering shipping costs for size exchanges caused by incorrect selection

 

Dispute Resolution

Unresolved concerns may be elevated through DTI’s consumer complaint channels. We commit to transparent and cooperative resolution in line with Philippine regulations.

 

Policy Updates

This policy may be updated without prior notice. The version published at the time of purchase shall apply.