Return & Refund Policy

Last Updated: July 9, 2026

Thank you for shopping at GlutaFitShop, operated by Rapinex Online Store.

We carefully inspect and pack every order before shipment. If you receive an incorrect, incomplete, damaged, defective, expired, or tampered product, please contact us so we can review and resolve your concern.

This policy does not limit any rights or remedies available to consumers under applicable Philippine laws.

1. Eligible Return, Replacement, or Refund Requests

You may request a return, replacement, or refund when:

You received the wrong product or variant.
The quantity received is different from the confirmed order.
An item is missing from the parcel.
The product was damaged during delivery.
The bottle, box, or safety seal was already opened, broken, leaking, or tampered with upon delivery.
The product was expired upon delivery.
The product has a manufacturing defect.
The product is materially different from its description on our website or official sales page.
You were charged for an item that was not delivered.
Another valid remedy is required under applicable consumer law.

Approved remedies may include replacement, refund, or another reasonable resolution depending on the circumstances.

2. Reporting Period

Please inspect your parcel immediately after receiving it.

For faster processing, report any issue within seven calendar days from the date of delivery.

Requests submitted after seven calendar days may still be reviewed when:

The defect was not reasonably discoverable during the initial inspection.
The product is covered by an applicable warranty.
A longer period or remedy is required by Philippine law.

3. Evidence Required

To help us investigate your request, please provide:

Full name used for the order
Order number
Mobile number used for the order
Date the parcel was received
Clear description of the issue
Photos of the outer parcel
Photo of the shipping label or waybill
Photos of the product, box, bottle, seal, batch number, and expiration date
Unboxing video, when available
Proof of payment for prepaid orders

An unboxing video is strongly recommended, especially for claims involving missing, incorrect, damaged, or tampered items. However, the absence of an unboxing video will not automatically invalidate an otherwise valid claim.

Do not dispose of the product, packaging, shipping pouch, waybill, or accessories until the request has been resolved.

4. Products That Cannot Be Returned for Change of Mind

Because GlutaFit is a consumable personal-use product, we generally cannot accept returns based solely on:

Change of mind
Accidental order
Personal preference
Dislike of the taste, smell, packaging, or presentation
Ordering the wrong quantity or product
Finding a lower price from another seller
Refusal to accept a properly delivered Cash on Delivery order
Failure to read the product information before ordering
Lack of expected cosmetic or wellness results
Personal incompatibility not caused by a product defect

These exclusions do not apply when the product is defective, damaged, expired, fake, incorrectly delivered, materially misrepresented, or otherwise covered by applicable consumer law.

5. Opened or Used Products

Opened or used products generally cannot be returned for resale, hygiene, and product-integrity reasons.

However, we may still review a request involving an opened product when:

Opening the package was necessary to discover the defect.
The product was already damaged, leaking, contaminated, or tampered with upon delivery.
The product was expired or incorrectly labeled.
The customer received an incorrect product.
A return, replacement, or refund is required under applicable law.

The customer must stop using the product once a suspected defect or safety concern is discovered and preserve the remaining product and packaging for inspection.

6. Results and Product Expectations

Individual experiences with supplements and beauty products may vary. A refund will not normally be issued solely because the customer did not obtain a particular cosmetic, wellness, weight-management, or skin-related result.

Nothing in our product descriptions, advertisements, customer reviews, or promotional materials should be interpreted as a guarantee of a specific result.

This section does not exclude claims involving defective, unsafe, expired, fake, incorrectly labeled, or materially misrepresented products.

7. Adverse Reactions or Health Concerns

If you experience an unexpected or adverse reaction, stop using the product and seek advice from a qualified healthcare professional when appropriate.

Please contact us and provide:

Your order information
Product batch or lot number
Expiration date
Photos of the product and packaging
Description of what happened
Other relevant information requested during the investigation

Reports involving adverse reactions will be documented and reviewed. A refund is not automatic solely because of an individual reaction, but an appropriate remedy may be provided if the product is found to be defective, contaminated, expired, incorrectly labeled, or otherwise covered by law.

8. Incorrect, Incomplete, or Missing Orders

If you receive the wrong product, incorrect quantity, or an incomplete order:

Do not open or use the incorrect product.
Take clear photos of the parcel, waybill, contents, and product seals.
Contact us within seven calendar days from delivery.
Wait for the return or replacement instructions.

Once verified, we may send the missing or correct item, replace the order, or issue an appropriate refund.

9. Damaged or Tampered Parcels

If the parcel appears severely damaged, opened, wet, crushed, resealed, or tampered with at the time of delivery:

Take photos or a video before opening it.
When reasonably possible, inform the courier or rider immediately.
Do not use a product with a broken safety seal, leakage, unusual appearance, or signs of tampering.
Contact us immediately after delivery.

We will coordinate with the courier and review the available evidence before approving a replacement or refund.

10. Return Process

Before returning any product, contact us through our official support channel.

Do not return the parcel without receiving return instructions. Unauthorized returns may experience processing delays or may be sent to the wrong address.

When a return is approved:

We will provide the return address or courier instructions.
Pack the product securely using its original packaging when available.
Include all bottles, boxes, accessories, freebies, and promotional items connected to the order.
Ship the item within seven calendar days after receiving the return instructions.
Send us the return tracking number or proof of shipment.

The returned product must match the item connected to the approved request.

11. Return Shipping Costs

For verified cases involving a defective, damaged, expired, tampered, incorrect, or incomplete product, reasonable return-shipping costs will be handled or reimbursed by the store, as applicable.

The customer should not send the item using an unapproved premium or same-day delivery service unless instructed by us.

Shipping fees caused by an incorrect or incomplete address provided by the customer, repeated failed-delivery attempts, or unauthorized returns may not be refundable, except when otherwise required by law.

12. Inspection of Returned Products

Returned products may be inspected to verify:

The reported issue
The condition of the product and packaging
The safety seal
Batch and expiration details
Whether the returned item matches the original order
Whether damage resulted from delivery, manufacturing, improper storage, misuse, or customer handling

We will inform you of the result after the review has been completed.

Submitting altered, substituted, counterfeit, or unrelated products may result in rejection of the request and restriction of future transactions.

13. Replacement

When a replacement is approved:

The replacement will generally be the same product and quantity originally ordered.
If the same product is unavailable, we may offer an equivalent product, store credit, or refund.
No substitute will be sent without the customer’s agreement.
Delivery timing will depend on product availability and courier service coverage.

The store will cover reasonable shipping costs for approved replacements involving store, supplier, manufacturing, or courier errors.

14. Refunds

Once a refund is approved, it will be issued through the original payment method or another mutually agreed payment channel.

Prepaid Orders

Refunds may be returned through the original payment method, bank transfer, GCash, or another available payment channel.

Cash on Delivery Orders

Approved refunds for paid Cash on Delivery orders may be processed through:

GCash
Maya
Bank transfer
Another mutually agreed payment method

The customer may be required to provide the correct account name and payment details.

15. Refund Processing Time

We aim to initiate approved refunds within five to ten business days after:

The request has been approved;
The returned product has been received when a return is required; and
The necessary refund information has been provided.

The time it takes for the amount to appear in your account may depend on the bank, e-wallet, card issuer, payment gateway, weekends, holidays, and processing schedules outside our control.

Any delay caused by incorrect or incomplete refund details will extend the processing period.

16. Shipping Fees

Original shipping fees may be refunded when:

The entire order was defective, damaged, incorrect, or undelivered due to the store or courier; or
Refund of the shipping fee is otherwise required by law.

Original shipping fees may not be refundable when:

Only part of an otherwise correct order is returned for a reason not attributable to the store;
Delivery failed because the address or contact details provided by the customer were incorrect;
The customer was unavailable after reasonable delivery attempts; or
The customer refused a correct and undamaged Cash on Delivery order without a valid reason.

17. Promotional Items, Bundles, and Freebies

Products purchased as part of a bundle, package, Buy One Take One offer, or promotion must generally be returned as a complete set.

Free items connected to a refunded transaction must also be returned, unless we advise otherwise.

If a free item is missing, used, or damaged for reasons unrelated to the reported defect, its reasonable value may be deducted from the refund when permitted by law.

Discounted and promotional products remain eligible for remedies when they are defective, damaged, expired, fake, incorrectly delivered, or materially misrepresented.

18. Order Cancellation

Orders may be cancelled before they are packed or transferred to the courier.

Once the order has been shipped, cancellation may no longer be possible. The customer should contact us immediately so we can check the order status.

For prepaid orders cancelled before shipment, approved refunds will be processed according to the applicable payment-provider timeline.

19. Cash on Delivery and Refused Parcels

Customers are responsible for providing accurate delivery details and being available to receive confirmed Cash on Delivery orders.

A customer may refuse a parcel when:

The parcel is visibly damaged or tampered with;
The amount being collected is different from the confirmed order total;
The parcel is clearly not addressed to the customer; or
There is another legitimate delivery concern.

Repeated refusal of valid orders, false bookings, or intentional failure to receive confirmed orders may result in:

Removal of Cash on Delivery privileges;
Requirement for full or partial prepayment on future orders; or
Cancellation of future transactions.

These measures will be applied reasonably and only when supported by transaction records.

20. Failed Deliveries

A delivery may fail because of:

Incorrect or incomplete address
Invalid or unreachable mobile number
Customer unavailability
Refusal to receive the parcel
Delivery restrictions or inaccessible locations
Repeated unsuccessful delivery attempts

If the customer requests reshipment after a failed delivery caused by inaccurate information or customer unavailability, additional shipping charges may apply.

21. Fraudulent Claims

We reserve the right to reject requests supported by:

Altered photos or videos
False statements
Substituted products
Products not purchased from our official store
Duplicate refund requests
Manipulated documents
Deliberate product damage
Other fraudulent or abusive activity

Suspected fraud may result in account restrictions and may be reported to the appropriate payment provider, platform, courier, or lawful authority.

22. Products Purchased from Other Sellers

We can only process returns and refunds for products purchased directly from:

Glutafitshop.com
Glutafitshop PH
Other sales channels officially operated by Rapinex Online Store

Products purchased from another distributor, reseller, marketplace seller, or physical store must be returned to the original seller.

We may request proof of purchase to verify that the order came from an authorized sales channel.

23. How to Submit a Request

Send your request through:

Business Name: Rapinex Online Store
Store Name: Glutafitshop
Email: [email protected]
Facebook Page: Glutafitshop PH
Website: Glutafitshop.com
Return Address: Provided after return approval

Use the subject or opening message:

Return/Refund Request – Order #[Order Number]

Please do not send passwords, PINs, OTPs, or complete payment-card information.

24. Consumer Complaints

We encourage customers to contact us first so we can review and resolve the issue fairly.

If the concern cannot be resolved, the customer may seek assistance from the appropriate Philippine consumer-protection authority, including the Department of Trade and Industry.

25. Changes to This Policy

We may update this Return & Refund Policy to reflect changes in our operations, products, couriers, payment methods, or legal requirements.

The latest version will be posted on this page with its updated effective date.

By completing a purchase from our store, you acknowledge that you have read and understood this Return & Refund Policy. This acknowledgment does not waive or reduce any rights provided under applicable Philippine law.