Order processing is from Monday to Friday, 9AM to 3PM (except on holidays). Orders received after 3PM will be processed the next working day.
Once the order has been verified, Western will send a confirmation email to the customer’s registered email address.
If an item is out of stock or requires advance order (7-10 working days), the customer will be notified through email as to when the product will be available. The customer on can choose to cancel the order without any charges.
Western reserves the right to cancel an order for any reason including limitations on quantities available, or errors in product or pricing information, or problems identified by its credit investigation department. If the order is canceled after the customer’s credit card has been charged, Western will issue a credit to said credit card in the amount of the charge.
Western accepts the following modes of payment online: bank deposit / online bank transfer, straight credit card payment, Over-the-Counter payments (BDO, RCBC, Bayad Center, ECPay) and e-wallets (Gcash, Grabpay).
Western assumes no liability for any loss or damages to the customer arising from wrong shipping and/or payment information entered by the customer. Western reserves the right to check whether the customer is duly authorized to use certain payment method, and may suspend the transaction until such authorization is confirmed or cancel the relevant transaction where such confirmation is not available.
All refunds shall be made through the bank account of the credit cardholder from whom the purchase was made. Also, all refunds will be net of delivery fees incurred.
Western offers no guarantee on the timeliness of refunds. Refund approval and processing depends on the internal processing guidelines of respective banks and/or payment providers. All refunds are conditional upon Western’s acceptance of a valid return of the item.
Western reserves the right to revise its refund process at any time without notice. Western will not provide a refund for goods which by nature cannot be returned. Such items include those which cannot be resold for hygiene reasons once unwrapped (i.e. refrigerators, personal grooming products, etc).
Western accepts deliveries within Metro Manila for website transactions. Delivery will be handled by Western or its affiliates. Delivery of orders will be made to the address specified by the customer at check-out.
Delivery lead time is within 3 – 5 working days within Metro Manila from the date of order confirmation.
Upon delivery of item, the authorized receiver should present 1 government ID with photo and signature. There will be no release of item without the valid ID of the authorized receiver.
Western shall not be held liable for non-delivery of product due to the following circumstances beyond its control:
a. Unavailability of cardholder or authorized receiver
b. Incomplete or incorrect contact information and/or delivery details.
Western reserves the right to charge additional delivery fees after the first unsuccessful delivery attempt due to above circumstances. Western shall wait for the customer’s advice before proceeding to the second delivery attempt. If delivery failed on the second attempt, the transaction shall be terminated. Delivery fees and other payments made shall be forfeited.
Western has the right to cancel any orders received for the following reasons:
a. Force majeure or act of nature, including calamity or bad weather condition, and strikes.
b. Circumstances beyond Western’s control, including out of stock, system error, item detail dispute, incorrect image, wrong promotion, wrong pricing among others.
c. Non-compliance to order requirements.
Should the customer’s order be cancelled for whatever reason, a Western online representative will notify the customer through e-mail and assist in processing a full refund of any payments made to Western.
The customer may also cancel his/her order via western.com.ph user account. Order cancellation will be confirmed through e-mail. However, if the order status is already in transit for delivery, the order may not be cancelled.
Returns & Exchange
• Western may accept returns of defective units if upon evaluation such unit:
a) Has met the required unit conditions,
b) Has a proof of purchase, and;
c) Was returned within the qualified period.
• Countdown of allowable return period shall start once customer has gained physical possession of the item (i.e. date of pickup or delivery).
• Returns shall have the approval of the authorized person, based on the returned unit’s condition and cutoff period.
• In order of priority, only the following documents are considered as valid proof of purchase:
a) Original Sales Invoice
b) Photocopy SI, with accompanying valid ID matching the name in the SI. Customer should sign on the actual photocopy beside the ID
c) Certificate of Purchase
Western shall replace defective units under the following conditions:
1. A valid copy of the corresponding Western Sales Invoice (SI) is produced by the customer. Otherwise, the customer may request for a Certificate of Purchase for a processing fee of P50. Customer shall surrender the SI if such contains only the defective unit being returned. Otherwise, customer may keep the SI.
2. Defect is not caused by customer.
3. A Service Report from the brand’s service center confirming the defect.
4. Item must not have any cosmetic flaw outside the effect of probable defect.