Refund, Return, and Cancellation Policy

Scope and legal basis

This policy applies to orders placed through Ruth Health and is intended to operate consistently with applicable Philippine consumer protection, e-commerce, pharmacy, and health-product rules. Nothing in this policy limits any non-waivable consumer rights you may have under applicable law.

• Republic Act No. 7394, Consumer Act of the Philippines
• Republic Act No. 11967, Internet Transactions Act of 2023
• Joint Administrative Order No. 24-03, 2024 IRR of the Internet Transactions Act
• Republic Act No. 9711, FDA Act of 2009
• Republic Act No. 10918, Philippine Pharmacy Act

Why we don't accept returns after shipping

We sell time-sensitive health products. Once an order leaves our fulfillment partners, we cannot guarantee storage conditions or product integrity. This policy helps protect patients and ensures every dose we dispense remains safe.

Cancellations

Unpaid orders: you can cancel an unpaid order at any time from your order page, free of charge.

Paid orders: once your payment is confirmed, your order enters fulfillment and can no longer be cancelled. By placing an order you agree that confirmed, paid orders are not cancellable, consistent with Section 19 of the Internet Transactions Act of 2023 (RA 11967), under which online consumers may not cancel confirmed orders that have been paid for or are in the hands of a delivery service, except as the parties agree.

If you ask us to cancel a paid order before it is dispatched and we approve the request, the amount you paid is settled as store credit only, less any non-refundable fees we have already incurred (such as payment-processing, dispensing, or delivery-booking costs). Approval is at our sole discretion and is a goodwill gesture, not an obligation. Change-of-mind requests are never settled as a cash refund or a refund to your original payment method.

Non-refundable situations

• Change-of-mind purchases of non-defective items — these are not eligible for a cash refund in any circumstance. Where we approve a pre-dispatch cancellation as a goodwill gesture, it is settled as store credit only, as described above. Under Philippine consumer law and DTI guidance, a change of mind does not entitle a consumer to a refund, return, or exchange
• Orders that have already shipped, except where the item is damaged, defective, expired, counterfeit, incorrect, missing, materially non-conforming, or otherwise refundable under applicable law
• Opened health products or medicines, except where applicable law requires a remedy
• Consultation, clinical review, or other service fees once the service has started or has been completed
• Shipping, priority handling, and similar fulfillment fees once a parcel has been dispatched, unless the refund claim results from our error or a defective or non-conforming item

We do not apply a blanket "no return, no exchange" rule to defective or non-conforming products. For official DTI guidance, see Fair Trade Enforcement Bureau guidance on "No Return, No Exchange" and the DTI advisory for consumers and establishments.

Refused delivery and returned parcels

If a customer refuses to accept delivery and the parcel is returned to us or our fulfillment partner, we may, at our discretion, offer store credit instead of a cash refund. Any store credit may be reduced by the original delivery fee and the return-to-origin or return shipping cost charged to us. No store credit or refund will be issued if the returned parcel is not received back, is opened, is damaged after dispatch, or cannot be restocked or lawfully reissued.

Replacements and corrections

Defective, expired, counterfeit, or non-conforming items

If an item is defective, expired, suspected counterfeit, materially different from its description, or otherwise not of the quality required by applicable law, contact us promptly with your order number, a description of the issue, and supporting photos or video where available. After review, we may offer a replacement, refund, or store credit, and may ask you to keep the item available for investigation or return where legally and medically appropriate.

How to request a refund or replacement

• Email support as soon as possible at support@ph.ruth.health
• Include your order number and a short description of the issue
• Attach photos or video for damaged, incorrect, missing, or defective items when possible
• Keep the product, packaging, airway bill, and proof of delivery until the case is resolved

Review and resolution timeline

We aim to acknowledge refund and replacement requests promptly and resolve them within 7 calendar days where reasonably possible once we have the information needed to review the claim. More complex cases may take longer if carrier, payment provider, or product investigation is required.

Refund method and timing

Cash refunds are issued only for the legally required remedies described above — items that are damaged, defective, expired, counterfeit, incorrect, missing, materially non-conforming, or lost in transit without your fault. Approved refunds of that kind are typically processed within 3 to 10 business days depending on your payment method and bank or wallet provider, and we'll email you once one is initiated. All other settlements — including approved change-of-mind cancellations and refused-delivery cases — are issued as store credit, not cash.

Store credit terms

Store credit is applied automatically at your next checkout. It does not expire, is not transferable, and cannot be converted to cash or refunded to a payment method.

Disputes and internal redress

If you have a concern about an order, contact us first at support@ph.ruth.health so we can resolve it directly. This is our internal redress mechanism under Section 24 of the Internet Transactions Act of 2023 (RA 11967), which must be used before a complaint is filed with any court or government agency and is deemed exhausted seven (7) calendar days after your complaint is filed with us.

Initiating a payment-provider dispute or chargeback for an order that was delivered as described does not create a refund entitlement. We respond to such disputes with the order record, proof of delivery, and the acknowledgment of this policy given at checkout.

Changes to this policy

We may update this policy from time to time. Orders are governed by the version of this policy in effect at the time the order was placed.

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