FULLGROWN

RETURN, EXCHANGE & REFUND POLICY

1. Purpose

This policy explains how FULLGROWN handles returns, exchanges, and refunds for products purchased through fullgrown.ph.

FULLGROWN is operated by Full Grown Clotheshoppe. Our goal is to resolve legitimate product concerns fairly while keeping the process clear and practical for customers and our team.

Nothing in this policy is intended to waive, restrict, or replace rights and remedies that consumers are entitled to under applicable Philippine law.

2. Seven-Day Reporting Window

Customers are encouraged to report visible defects, incorrect items, missing items, or shipping-related damage within seven (7) calendar days from the date of delivery whenever reasonably possible.

This reporting window helps FULLGROWN investigate concerns promptly, verify fulfillment records, and coordinate with couriers or service providers when necessary.

The seven-day reporting window does not remove or shorten any mandatory consumer right, warranty, or remedy available under applicable Philippine law.

3. Eligible Product Concerns

A return, exchange, refund, repair, replacement, or other appropriate remedy may be available where applicable, including when:

• FULLGROWN sent the wrong product, size, color, or quantity.
• The product has a manufacturing defect.
• The product arrived damaged through no fault of the customer.
• The product materially fails to conform to the description, specification, or representation made at the time of sale.
• The parcel or product is lost without the fault of the customer.
• Another remedy is required under applicable Philippine consumer law.

The appropriate remedy will depend on the nature of the concern, product condition, availability of replacement stock, applicable law, and the circumstances of the transaction.

4. Change of Mind

A simple change of mind is generally not accepted as a basis for return, exchange, or refund when the product is in proper condition and FULLGROWN supplied the item correctly.

This does not affect remedies for defective, damaged, incorrectly supplied, misrepresented, or otherwise non-conforming goods.

5. Size Exchanges

FULLGROWN allows size-exchange requests when the customer ordered the wrong size, subject to the following practical conditions:

• The requested replacement size must be available in stock.
• The item should be unworn, unwashed, unused, and in resalable condition, except for reasonable fitting.
• Original tags and included product components should remain intact where reasonably possible.
• The customer is responsible for reasonable return and reshipping costs when FULLGROWN correctly supplied the size that the customer ordered.

If FULLGROWN sent a size different from the size shown on the confirmed order, FULLGROWN will bear the reasonable costs of correcting the error.

A size exchange is not guaranteed until the returned item's condition and replacement-stock availability have been confirmed.

6. Customized and Personalized Products

Customized, personalized, made-to-order, or customer-approved products generally cannot be returned, exchanged, or refunded merely because the customer changes their mind or later prefers a different specification.

However, appropriate remedies remain available when a customized product is defective, damaged, incorrectly produced by FULLGROWN, materially inconsistent with an approved specification, or otherwise subject to a remedy under applicable law.

7. Items That May Not Qualify for a Voluntary Exchange

Where no defect or FULLGROWN error exists, we may decline a voluntary exchange when the product:

• Has been worn beyond reasonable fitting.
• Has been washed, altered, repaired, stained, intentionally damaged, or misused after delivery.
• Is missing important included components because of the customer's actions.
• Shows damage caused after delivery through improper care, accident, misuse, or normal wear and tear.
• Is a customized or personalized product covered by Section 6.

These limitations do not apply where the condition complained of is attributable to a defect, non-conformity, FULLGROWN error, or another circumstance for which Philippine law provides the customer a remedy.

8. How to Request a Return, Exchange, or Refund

Contact FULLGROWN through:

Email: ali@fullgrown.ph
Mobile: 0921 267 5197
Customer Service Hours: Monday-Saturday, 9:00 AM-8:00 PM Philippine Standard Time

Please provide, where available:

• Order number or other proof of purchase.
• Customer name and contact information.
• A clear description of the concern.
• Photographs showing the product and relevant defect or issue.
• Photograph of the shipping label or packaging when relevant.
• The requested resolution, if you have a preference.

FULLGROWN may ask reasonable follow-up questions or request additional evidence necessary to investigate the claim.

9. Unboxing Video and Supporting Evidence

Customers are strongly encouraged to record a continuous, unedited unboxing video when opening a delivered parcel. This can be particularly useful for claims involving missing products, incorrect quantities, damage, or an incorrect item.

An unboxing video is supporting evidence and is not an automatic condition for exercising a legal consumer right.

If no unboxing video is available, FULLGROWN may consider other reasonable evidence, including photographs, order records, shipping information, product condition, customer communications, and courier records.

10. Review of Requests

FULLGROWN will review legitimate requests using the information reasonably available to us.

We may verify the order record, product information, fulfillment records, photographs or videos supplied, courier information, and the returned product where inspection is reasonably necessary.

We will make reasonable efforts to communicate the result and next steps fairly and without unnecessary delay. A request will not be rejected solely because a customer used a different reasonable form of evidence than an unboxing video.

11. Returning a Product

When a return is necessary, FULLGROWN will provide or confirm reasonable return instructions before the customer sends the product back.

Customers should not send a return to an unconfirmed address without first contacting FULLGROWN.

Where replacement or refund is being provided because of a defect, malfunction, loss, non-conformity, or another liability attributable to FULLGROWN, return of the original goods will be handled without improperly charging the customer for the return where Philippine law requires the merchant to bear that cost.

For a voluntary size exchange where FULLGROWN correctly fulfilled the original order, reasonable return and reshipping costs may be charged to the customer.

12. Replacement and Exchange

Where replacement or exchange is the appropriate remedy, FULLGROWN will confirm stock availability before promising a replacement item.

If the exact replacement is unavailable, we will discuss an appropriate alternative with the customer. Depending on the circumstances and applicable law, this may include another product, store arrangement agreed by the customer, refund, or another lawful remedy.

We will not force a customer to accept store credit where applicable law entitles the customer to another remedy.

13. Refunds

Where a refund is approved, FULLGROWN will initiate the refund using the original payment channel when reasonably available and supported by the payment provider.

Where the original payment method cannot technically receive a refund, FULLGROWN will coordinate a reasonable alternative refund method with the customer.

A refund may be full or partial where appropriate and permitted by law, depending on the circumstances of the transaction and the remedy being provided.

14. FULLGROWN Refund Processing Time

Once a refund has been approved and all information or returned goods reasonably required for the refund have been received, FULLGROWN will make reasonable efforts to initiate the refund promptly.

The time when funds actually appear in the customer's account is controlled partly by the payment provider, bank, card issuer, e-wallet, or other financial institution and may differ from FULLGROWN's own processing time.

For PayMongo-processed payments, provider timelines vary by payment method. Customers will be informed when a refund has been initiated or when additional action is required.

15. Refund Posting Times

Payment-provider posting times may change and are outside FULLGROWN's direct control after a refund has been successfully initiated.

As of the effective date of this policy, PayMongo indicates that eligible GCash and Maya refunds may reflect within approximately 24 hours after successful processing, while debit or credit card refunds may take up to approximately 30 days to reflect. Other supported payment methods may have different timelines.

These are payment-provider estimates rather than guarantees by FULLGROWN. If a refund has been initiated but has not appeared after the applicable provider period, contact us so we can assist in checking the transaction.

16. Shipping Costs

Where a return, replacement, or exchange is required because FULLGROWN supplied an incorrect item, the product is defective or non-conforming, or another circumstance makes FULLGROWN responsible under applicable law, FULLGROWN will bear reasonable return or replacement shipping costs as required.

Where the customer voluntarily requests a size exchange and FULLGROWN correctly supplied the ordered item, the customer will generally be responsible for reasonable return and reshipping costs.

Any shipping-cost allocation will be explained before the return or exchange is completed whenever reasonably possible.

17. Sale and Promotional Items

Sale, discounted, or promotional products are not automatically excluded from remedies merely because they were sold at a reduced price.

Where a discounted product is defective, incorrectly supplied, or otherwise subject to a legal remedy, the customer's applicable rights remain available.

A defect or condition clearly disclosed to the customer before purchase may be considered when assessing a claim relating specifically to that disclosed condition.

18. Refunds for Cash on Delivery and Other Non-Refundable Channels

For Cash on Delivery or a payment method that cannot receive an electronic reversal through the original channel, FULLGROWN may request reasonable information needed to send the approved refund through an available alternative method.

Customers should provide refund account information only through FULLGROWN's official communication channels and should never provide passwords, one-time PINs, or other unnecessary security credentials.

19. Fraudulent or Abusive Claims

FULLGROWN may investigate claims that reasonably appear fraudulent, fabricated, duplicated, manipulated, or abusive.

We may decline a claim where reliable evidence establishes that it is fraudulent or where the requested remedy is not supported by the transaction, product condition, or applicable law.

This section will not be used to discourage or reject legitimate consumer complaints.

20. Customer Complaints and Escalation

If you disagree with the initial resolution of a return, exchange, or refund request, contact us and clearly explain the remaining concern.

FULLGROWN will make reasonable efforts to review unresolved legitimate complaints through its internal customer-support process.

Nothing in this policy prevents a consumer from pursuing a complaint, redress, or remedy available through the Department of Trade and Industry, another competent authority, alternative dispute resolution, or a court where applicable.

21. Consumer Rights

Nothing in this Return, Exchange & Refund Policy is intended to waive, restrict, or exclude rights or remedies that cannot lawfully be waived under Philippine law.

Philippine consumers may have rights to repair, replacement, refund, or other remedies in circumstances involving defects, malfunction, loss without the consumer's fault, failure to conform to warranty, or other merchant liability.

Where this policy conflicts with a mandatory consumer-protection requirement, the applicable law will prevail.

22. Changes to this Policy

FULLGROWN may update this policy when reasonably necessary because of changes in law, payment-provider capabilities, shipping arrangements, product offerings, website functionality, or business operations.

The current version will be published on fullgrown.ph with its effective date or last-updated date.

23. Contact Information

FULLGROWN
Operated by Full Grown Clotheshoppe
3rd Street, Mansueto Friendly Homes
Bulacao, 6045 City of Talisay
Cebu, Philippines

Email: ali@fullgrown.ph
Mobile: 0921 267 5197
Customer Service Hours: Monday-Saturday, 9:00 AM-8:00 PM Philippine Standard Time
Website: fullgrown.ph

END OF DOCUMENT