Refund, Replacement & Cancellation Policy

Last Updated: [08 Sept 2026]

This Refund, Replacement & Cancellation Policy (“Policy”) explains how PalenquePH handles requests involving cancelled orders, missing or incorrect products, damaged or unsafe goods, refunds, replacements, and related order concerns.

Palenque is a multi-vendor online marketplace operated by PALENQUE PH OPC (“PalenquePH,” “Palenque,” “we,” “us,” or “our”). Products are generally offered by participating independent Vendors, while PalenquePH facilitates marketplace ordering, payment handling, customer support, and related services.

This Policy should be read together with the PalenquePH Terms & Conditions and does not exclude, restrict, or waive rights or remedies that cannot lawfully be excluded under applicable Philippine law.

1. When a Refund, Replacement or Other Remedy May Apply

Depending on the circumstances, a Customer may be eligible for a refund, replacement, correction, or other appropriate remedy where, for example:

• An ordered item is missing;
• The wrong product, size, quantity, pack, or variant was supplied;
• A product is materially different from its confirmed listing or order description;
• A product arrives materially damaged;
• A perishable product is spoiled, contaminated, unsafe, or materially unfit for consumption upon delivery;
• A product is expired where an expiry date is applicable;
• A product is counterfeit, prohibited, recalled, or unlawfully sold;
• A material shortage or fulfillment discrepancy is confirmed;
• An order or item is cancelled because the Vendor cannot fulfill it;
• A Customer is charged for an item that was not supplied; or
• Another refund, replacement, repair, correction, or remedy is required under applicable law or PalenquePH policy.

The appropriate remedy depends on the nature of the product, the problem reported, available evidence, Vendor responsibility, delivery circumstances, payment method, and applicable law.

2. Perishable and Fresh Products

Because fresh produce, meat, seafood, cooked food, and other perishable products can deteriorate rapidly, Customers should inspect these items as soon as reasonably practicable after delivery and report visible quality, freshness, damage, temperature, contamination, shortage, or incorrect-item concerns promptly.

PalenquePH may reasonably request photographs, order information, packaging information, or other evidence needed to investigate a claim.

A perishable product does not become automatically non-refundable merely because it cannot safely or practically be physically returned. Where a legitimate defect, spoilage, safety issue, shortage, incorrect product, or other qualifying problem is established, PalenquePH may provide or facilitate an appropriate remedy without requiring physical return where return would be impractical, unsafe, or unnecessary.

Customers should not consume a product they reasonably believe is contaminated, spoiled, unsafe, or subject to a safety recall.

3. Items Generally Not Eligible for a Change-of-Mind Return

Subject to applicable law, products that are perishable, rapidly deteriorating, hygienically sensitive, or prepared specifically for an order may not be eligible for return or refund solely because the Customer changed their mind after proper fulfillment.

Likewise, a correctly supplied product generally will not qualify for a refund merely because the Customer later decides they no longer want it, where applicable law does not provide a change-of-mind right.

However, this Section does not apply where the product is defective, unsafe, spoiled, materially misdescribed, counterfeit, incorrect, incomplete, or otherwise subject to a remedy under applicable law or this Policy.

4. Customer Cancellation Before Vendor Preparation

Where the Platform provides a cancellation function, a Customer may request cancellation before the Vendor has materially begun preparing or committing resources to the order, subject to the order status and applicable cancellation process.

If a valid cancellation is completed before preparation begins, amounts already collected for the cancelled order shall be refunded or reversed as applicable, subject to payment-processing procedures.

The Platform should display or communicate the cancellation status where reasonably practicable.

5. Cancellation After Preparation Has Started

Once a Vendor has materially begun preparing an order, particularly for fresh, perishable, made-to-order, or specially prepared goods, cancellation may be restricted because costs or irreversible preparation may already have been incurred.

A Customer may nevertheless contact PalenquePH support to request cancellation. PalenquePH will assess the request according to the order status, product type, Vendor preparation already undertaken, delivery status, reason for cancellation, applicable policies, and applicable law.

Nothing in this Section prevents cancellation, refund, or another remedy where the Vendor cannot fulfill the order, the product is unavailable, there is a material delay or error attributable to the Vendor or Platform, the transaction is unauthorized or fraudulent, or applicable law provides a remedy.

6. Vendor or Palenque-Initiated Cancellation

An order or item may be cancelled where reasonably necessary because of:

• Product unavailability;
• Vendor inability to fulfill the order;
• Payment failure;
• Suspected fraud or security concerns;
• Incorrect or undeliverable order information;
• Safety or regulatory concerns;
• Force majeure or circumstances making fulfillment impracticable; or
• Other legitimate reasons permitted by the PalenquePH Terms & Conditions or applicable law.

Where a Customer has already paid for an item or order that is cancelled and not supplied, the applicable amount shall be refunded or reversed, subject to lawful deductions if any and payment-processing requirements.

7. Substitutions

A Vendor shall not make a materially different substitution without Customer authorization through the applicable Palenque process. .

If a requested item is unavailable, the Customer may be offered an alternative product where the Platform supports substitutions. The Customer may accept or reject the proposed material substitution.

An unauthorized material substitution may qualify for a refund, replacement, correction, or other appropriate remedy.

8. Missing, Incorrect or Short Orders

Customers should report missing products, incorrect products, incorrect quantities, or other material fulfillment discrepancies as soon as reasonably practicable..

PalenquePH may review the confirmed order, Vendor preparation information, delivery records, photographs, communications, or other available evidence.

Where a shortage or fulfillment error is confirmed, the affected item or amount may be refunded, replaced, corrected, or otherwise resolved as appropriate.

9. Damaged Products and Delivery Issues

Where a product is reported damaged during preparation, packaging, pickup, transit, or delivery, PalenquePH may investigate the circumstances to determine the appropriate remedy and responsibility..

Responsibility will not automatically be assigned to the Customer, Vendor, Rider, or PalenquePH solely based on the stage at which the problem was reported. Available evidence and applicable agreements and law will be considered.

Where appropriate, PalenquePH may refund or replace the affected product while separately resolving responsibility with the Vendor, Rider, payment provider, or other responsible party.

10. Reporting an Order Problem

Customers should report an order problem through the Palenque Platform or designated support channel as soon as reasonably practicable after discovering it..

For fresh and perishable products, prompt reporting is particularly important because product condition can change rapidly after delivery. PalenquePH may publish an operational reporting target for such claims to assist investigation.

Failure to report within an operational target does not automatically extinguish a right or remedy that cannot lawfully be waived. PalenquePH may consider the delay and the resulting availability or reliability of evidence when assessing the claim, where permitted by law.

A claim should include, where reasonably available:

• Order number;
• Product affected;
• Description of the issue;
• Photographs or video showing the condition, packaging, quantity, or discrepancy where relevant; and
• Other information reasonably requested to investigate the claim.

11. Review and Resolution of Claims

PalenquePH may review information supplied by the Customer, Vendor, Rider, payment provider, and other relevant sources before determining or facilitating an appropriate resolution..

PalenquePH may request additional information where reasonably necessary. Customers, Vendors, and Riders are expected to cooperate honestly with legitimate investigations.

Fraudulent, fabricated, manipulated, or abusive refund claims may be denied and may result in account restrictions or other action permitted by the Terms & Conditions and applicable law.

A denial by PalenquePH does not prevent a Customer from exercising rights or remedies available under applicable law.

12. Refund Method and Processing

Approved refunds will ordinarily be processed to the original payment method where supported. Where this is not reasonably available, another lawful and appropriate refund method may be used. .

The time required for the refunded amount to appear may depend on the payment method, payment provider, bank, card issuer, or other financial institution involved.

PalenquePH shall initiate or facilitate approved refunds within the applicable operational and legal timeframe. Any external processing period after the refund has been initiated may be outside PalenquePH’s direct control..

Where only part of an order is affected, a partial refund may be issued for the affected item or amount where appropriate.

13. Delivery Fees and Other Charges

Whether a delivery fee, service fee, or other transaction charge is refundable depends on the reason for cancellation or refund, whether the relevant service was performed, responsibility for the issue, applicable disclosed fee terms, and applicable law. .

Where an entire order cannot be fulfilled for reasons attributable to the Vendor or PalenquePH before delivery service is performed, applicable unearned charges should be refunded as appropriate.

14. Promotional Credits, Coupons and Discounts

Where a refund concerns an order purchased using a coupon, promotional credit, discount, or other benefit, the treatment of that benefit may depend on the applicable promotional terms. .

PalenquePH may restore, reissue, or treat the promotional benefit in accordance with its disclosed terms, provided that doing so does not reduce any mandatory monetary remedy required by applicable law.

15. Consumer Rights

Nothing in this Policy excludes, restricts, or waives rights or remedies available to Customers under applicable Philippine consumer-protection laws and regulations. .

Where this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement shall prevail.

Customers may also exercise remedies available through competent Philippine government agencies or courts where provided by law.

16. Policy Updates

PalenquePH may update this Policy where reasonably necessary for operational, commercial, legal, regulatory, safety, security, or customer-protection purposes. .

Material changes shall be communicated through the Platform, registered email address, or another reasonable electronic means where appropriate.

The current version and last-updated date shall be made available on the Platform.

17. Contact Us

For cancellations, refunds, replacements, or order concerns:

Support Email: support@palenqueph.com

Corporate/Legal Notices: corporate@palenqueph.com

Website: palenqueph.com