At CandidU, your satisfaction is important to us — but so is fairness and product integrity. We have designed our Returns & Refunds Policy to ensure a smooth, secure, and abuse-free experience for all our customers.

1. Eligibility for Returns or Exchanges

You may request a return or exchange within 7 calendar days from the date you receive your order. To qualify:

  • The product must be unused, unopened, and in original packaging and condition.
  • A valid proof of purchase is required (e.g., order confirmation or receipt).
  • Item must not be listed under final sale, clearance, or promotional bundles.

2. Non-Returnable Items

The following cannot be returned, exchanged, or refunded:

  • Opened, used, or tampered items.
  • Products were damaged due to improper handling by the customer.
  • Beauty, health, or skincare items unsealed due to hygiene concerns (unless proven defective upon receipt).
  • Free gifts, samples, or trial items.
  • Orders refused upon delivery or unclaimed from the courier.
  • Orders returned due to a change of mind.

3. Defective, Incorrect, or Damaged Items

If you receive an item that is defective, incorrect, or damaged upon delivery, please notify us within 48 hours of receiving your order so we can resolve the issue promptly.

To report a problem, email us at hello@candidu.ph with the subject line:

Subject: Issue Report – Order #12345
(Replace 12345 with your actual order number)

In your email, include the following:

  • Your full name
  • Your order number
  • A short description of the issue
  • Clear, unedited photos or videos showing:
    • The defective or incorrect item
    • The packaging (including shipping label, if possible)
    • Any visible damage or defects

We may request additional information or media to verify the issue.

Once confirmed:

  • We will offer a replacement, store credit, or full refund, including any applicable return shipping costs.
  • In some cases, you may not need to return the item, but this will be determined on a case-by-case basis.

Please note:

  • Claims submitted after 48 hours of delivery may not be eligible for resolution.
  • Items returned without prior approval will not be accepted.

4. Return Shipping Costs

Return shipping is only applicable for approved returns, such as those due to defective, damaged, or incorrect items.

  • If the return is due to our error, CandidU will cover the return shipping cost.
  • If a return is approved and shipping is required, we will provide specific instructions.

We highly recommend using a trackable courier when returning items. CandidU is not responsible for lost or damaged returns during transit.

Note: We do not accept returns due to a change of mind, so please review your order carefully before checkout.

5. Refunds

  • Refunds are issued only after we receive and inspect the returned item.
  • Allow 7–14 business days for processing once the item is approved.
  • Refunds will be issued to the original payment method.
  • The original shipping cost paid on your order will be deducted from your refund amount, unless the return was due to our error.
  • If your item is returned used, damaged, or not in resellable condition, no refund will be issued, and the item may be sent back to you at your expense.

6. Return Condition Standards

All returns must pass our quality inspection. We reserve the right to deny any return that:

  • Shows signs of wear, use, or tampering.
  • Is missing original packaging or components.
  • Is submitted after the allowed 7-day window.

7. Exchange Policy

  • Exchanges are only allowed for the same item (if defective) or another item of equal or lesser value, based on stock availability.
  • Any price differences or added shipping costs must be settled before shipment.

8. Refused or Unclaimed Deliveries

Refusing a delivery or failing to claim your parcel does not qualify as a valid return. The customer will be responsible for:

  • Any re-shipping fees.
  • No refunds will be issued for unclaimed or refused orders unless approved.

9. Restocking Fee (If Applicable)

For approved returns that are not due to a product issue, we may apply a restocking fee of up to 10% of the item price to cover handling and processing.

10. Bulk & Wholesale Orders

All bulk, reseller, or wholesale purchases are handled on a case-by-case basis and are not covered by our standard return policy.

11. Policy Misuse & Return Abuse

We reserve the right to reject returns and/or restrict future purchases from accounts that:

  • Display frequent or suspicious return activity.
  • Attempt to abuse our policies (e.g., returning used products, switching products, etc.)

Return privileges may be suspended or permanently revoked.

12. Policy Changes

CandidU reserves the right to change or update this Returns & Refunds Policy without prior notice. Please refer to the version posted on our website at the time of your return.

Questions?

We’re here to help. If you need assistance or have any questions about your order or this policy, reach out to us at:
📧 hello@candidu.ph
🌐 Visit our Contact Page