Returns, Refunds and Exchanges Policy
How can I get my refund?
Once your return has been approved by our Customer Service Associates at the branch, you will have the option of receiving a credit voucher that can be used at the store to purchase a replacement of the item you have, or if the item is not available in the store, other item/s.
If you paid for your item via credit card, you may also choose to have the charges reversed. However, this may take longer depending on your issuing bank. Once processed, we recommend checking your next billing statement for validation. We will process the charge back once the request has been made in the store.
How long is the credit voucher valid for?
The credit voucher is valid for the 30 days, where the first day is the date of issuance. Please visit any of THE SM STORE branches to be able to use the voucher. Unfortunately, we will not be able to extend the validity of the Gift Cards once it has expired.
Can the credit voucher be reprinted if lost or stolen?
Can I use my credit voucher for my next online transaction on shop.sm.com?
We are working on this feature in the succeeding months. For now, credit vouchers may only be used at any of THE SM STORE branches nationwide.
How long does the replacement and refund process take?
Replacing your item/s in any of THE SM STORE branches will only take a few minutes, given that all requirements are met according the Return and Exchange Policy. Once our Customer Service Associate has validated the item/s and issued your credit voucher, you may already select a replacement item. Should the replacement item's price be lower than the credit voucher value, no refund shall be given. Meanwhile, you will need to settle any excess amount if the replacement item's price is higher than the credit voucher value.
Should you prefer to request for a refund, credit vouchers shall be immediately generated while you wait in the store. However, for credit card charge back, it may take longer as it will be highly dependent on your credit card issuing bank. We recommend checking your next billing statement for validation.
Will my shipping fee be refunded when I return my item/s?
I received a cancellation notice from ShopSM. How will I get a refund?
We are sorry for having to cancel your order. For prepaid orders, you don't have to do anything, as we will process the refund immediately for you. We encourage you to check your next billing statement to verify the refund.
How much will I be refunded?
All returns/exchange have to be initially processed through shopsm.com and completed in any of THE SM STORE branches nationwide. Visit My Profile > Order History and you will have the option to return items that have already been tagged as 'Delivered' or 'Pick up Completed.' Once you’ve completed the return request, you will receive a returns form with corresponding returns authorization number via email. Please print this form, sign it, and bring this form with you to the store within the returns window period.
If the item/s you wish to return/exchange have not been tagged as delivered and you may have already received them, contact our Customer Care here.
Please bring your returns form together with the item/s in their original packaging, with complete accessories and attached price tag to our Customer Service Counter in any of THE SM STORE branches. They will assist you in checking and processing your return request.
How long is your returns/exchange window?
What can I return?
Valid reasons for return and exchange:
- receive a product that is fundamentally different in nature from the product specified in the website;
- receive a faulty, defective, or damaged product;
- receive a product that is not as advertised on the platform;
- wrong item is delivered; or
- change of size (for fashion items).
Be sure that all items to be returned/exchanged are still in their original packaging, with complete accessories and attached price tag.
Please note that returns/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for return/exchange.
Where can I return/exchange the items I bought from ShopSM?
You can return/exchange the items to any of THE SM STORE branches nationwide, subject to our Return and Exchange Policy. Please make sure to initiate the return request by going to your Order History page before proceeding to the store. Note that our Customer Service Associates will not process online order return requests without a return authorization number.
Can I return/exchange an item or parcel to your courier partner?
All returns/exchange of items are to be done through any of THE SM STORE branches nationwide.
What is a return authorization number
 For clarity and consistency, please change to Return Authorization document with number”
 For clarity and consistency, please change to “Return Authorization document with number”
 Change to “item”
 Can we revise this to “Please follow the Process stated in the Return and Exchange Policy.”
 Is this a separate number or is this number already indicated in Return Authorization document ?