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 (before shipping)

If your order has not yet shipped, you can request cancellation. If payment has already been made, we'll process a refund to the original payment method once the cancellation is confirmed, less any non-refundable fees already incurred to deliver a separate completed service to you.

Non-refundable situations

• Change-of-mind purchases for non-defective items
• 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@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

Approved refunds are typically processed within 3 to 10 business days depending on your payment method and bank or wallet provider. Refunds are generally returned through the original payment method unless we agree on another lawful remedy such as replacement or store credit. We'll email you once a refund is initiated.

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