Effective Date: May 7, 2026
At 1Halal Global Marketplace, we strive to maintain the highest standards of commerce and community trust. This policy outlines the conditions under which refunds and returns are processed to ensure a transparent and fair experience for both our buyers and vendors.
As a multi-vendor marketplace, 1Halal facilitates transactions between independent sellers and buyers. While individual vendors may have specific shop policies, all transactions must adhere to the baseline protections outlined here, in compliance with the Consumer Act of the Philippines and international e-commerce standards.
Buyers may request a return or refund under the following circumstances:
Non-Delivery: The order was not received within the promised timeframe.
Damaged or Defective Items: The product arrived broken, spoiled (for perishable goods), or non-functional.
Inaccurate Description: The product received is significantly different from the images or specifications provided on the listing (e.g., wrong size, color, or missing components).
Counterfeit Items: The product is proven to be a non-authentic version of a branded item.
Due to the nature of certain products, the following are generally excluded from returns unless they arrive damaged:
Perishable Goods: Halal meat, fresh produce, and dairy products.
Personal Care: Items with broken hygiene seals (e.g., cosmetics, fragrances).
Digital Products: Downloadable software, licenses, or gift cards once delivered.
Customized Goods: Products made to order or personalized for the buyer.
To initiate a request, please follow these steps:
Submit a Request: Log in to your 1Halal account, navigate to your order history, and select "Request Refund/Return" within 7 days of delivery.
Provide Evidence: You must upload clear photos or videos of the issue (especially for damaged or "not as described" claims).
Vendor Review: The vendor will have 48–72 hours to respond. 1Halal may intervene as a mediator if a resolution is not reached.
Return Shipping: If a return is approved, the buyer may be responsible for return shipping costs unless the error was made by the vendor.
Once a refund is approved:
Funds will be credited back to the original payment method (Credit Card, Digital Wallet, or Bank Transfer).
For Cash on Delivery (COD) orders, refunds may be issued via 1Halal Wallet credits or a verified bank account.
Processing times typically range from 5 to 10 business days, depending on your financial institution.
Before Shipment: Orders can be cancelled for a full refund if the vendor has not yet processed or shipped the item.
After Shipment: Cancellations are no longer possible; the buyer must wait for delivery and initiate a return request if eligible.
If you are unsatisfied with a vendor's decision, you may escalate the case to the 1Halal Support Team. We will review the transaction logs and evidence to provide a final, binding decision to protect the integrity of our marketplace.
