Support Policy Page

Welcome to Pahneez. where Pahneez-registered Buyers will be able to enjoy the rights and privileges described in these Pahneez Terms of Service (these “Pahneez Terms of Service”) when purchasing Mall Items (defined below) on Pahneez from any of our participating Sellers that have been carefully selected by Pahneez (such Sellers, “Mall Sellers”, and such Buyers, “Mall Buyers”). If you are a Mall Buyer, you will be deemed to have consented to the terms and conditions described in these Pahneez Terms of Service when you make purchases on Pahneez. Similarly, if you are a Mall Seller, you will be deemed to have consented to the terms and conditions described in these Pahneez Terms of Service by your continued participation in Pahneez. These Pahneez Terms of Service supplement the Terms of Service and the other Pahneez Policies, of which these Pahneez Terms of Service forms a part – please read the Terms of Service and the other Pahneez Policies available on the Site as they contain important information regarding your rights and obligations. Any terms that are used in these Pahneez Terms of Service that are not defined here will have the meanings given to such terms in the Terms of Service and/or the applicable Pahneez Policy. All terms and conditions described in these Pahneez Terms of Service are subject to change at Pahneez’s discretion pursuant to the Terms of Service.

1. Pahneez Refunds and Return Policy

1.1     Mall Buyer may apply for a refund and/or return of an item purchased on Pahneez (a “Mall Item”) by completing the return/ refund request on the Site and returning the Mall Item as described below at any time within seven (7) calendar days after the date that Mall Item was first made available for Mall Buyer to take delivery (the “Free Return Period”). Usually, that date would be the date Mall Buyer received delivery of the Mall Item; however, if Mall Buyer did not receive the Mall Item because of Mall Buyer’s absence from the destination address or Mall Buyer’s failure to input the proper destination address, that date would be the date on which delivery attempt was first made.

1.2     Please note that Mall Buyer must ship or drop off the Mall Item to or at a location designated by Pahneez within five (5) days after the return request is raised and in any event no later than the last day of the Free Return Period. All Mall Items that are returned must be returned via a courier designated by Pahneez by no later than the last day of the Free Return Period. Pahneez reserves the right to reject any application where the Mall Item was dispatched later than five (5) days after the return request is raised.

1.3     The approval of your request for refund and return will be made by Pahneez in its sole discretion after reviewing your completed refund/return request and inspecting the condition of the Mall Item that was returned.. Mall Buyer acknowledges and agrees that Pahneez’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Pahneez or its affiliates in relation to such decision.   The Mall Item that was returned to Pahneez must be, at a minimum, in the following conditions:

● New and sealed condition;

● Complete, with all items included in the purchase; and

● With original product packaging and price tags.

If any additional conditions apply to a certain Mall Item, Pahneez will inform you via the Site, SMS or email. The conditions for the Mall Items subject to return are referred to as the “Return Conditions”.

1.4     In addition, please note that certain types of Mall Items may be excluded from the Refunds and Return Policy described in these Pahneez Terms of Service, including:

● Digital goods, such as mobile top-up cards, audio or video recording or software;

● Goods that are perishable or may otherwise deteriorate or expire rapidly, such as groceries; and

● Goods that are not suitable for return due to health protection or hygienic reasons, such as cosmetics, swimwear and underwear.

If any Mall Item is excluded from the Refunds and Return Policy described in these Pahneez Terms of Service, Pahneez will make reasonable efforts to publish that information on our Site or otherwise inform the Mall Buyers; however, please note that our policies may change without notice at any time and certain Mall Items may be subject to exclusion after Mall Buyer has purchased them. Any Mall Item that is subject to exclusion from the Refunds and Return Policy described in these Pahneez Terms of Service is referred to as an “Excluded Item”.

1.5     Pahneez reserves the right to (a) add to or otherwise amend the list of Excluded Items and/or the Return Conditions and (b) amend, terminate or suspend the Refunds and Return Policy described in these Pahneez Terms of Service (including the length of the Free Return Period), in each case, at any time in its sole discretion.

1.6     Pahneez may reject in its sole discretion any returned Mall Item (and the related request for refund and return):

● that is an Excluded Item;

● that does not meet the Return Conditions; or

● if the Mall Item was returned in a manner that does not comply with Section 1.2 above.

Please note that Pahneez’s determination will be based on the list of terms of conditions in effect at the time of such determination (including the list of Excluded Items, the Return Conditions and the Free Return Period), and therefore pursuant to Section 1.5 above, such list of Excluded Items, the Return Conditions and/or the length of Free Return Period may be different from those in effect at the time Mall Buyer has completed the refund/return request and/or returned the Mall Item.

If Pahneez rejects a request for refund and return, Pahneez will organize the delivery of such Mall Item to the relevant Mall Buyer’s address to which the Mall Item was originally delivered, and Pahneez shall be entitled to seek compensation from such Mall Buyer for any costs incurred in delivering the Mall Item back to such Mall Buyer.

1.7     Pahneez reserves the right to terminate a User’s access to Pahneez if it suspects any abuse of the Refunds and Return Policy described in these Pahneez Terms of Service and, if Pahneez deems appropriate, may also impose penalties (including recovery of any fees or charges incurred as a consequence of such abuse).

1.8     The Refunds and Return Policy for Mall Items described in these Pahneez Terms of Service are in addition to the general Refunds and Return Policy described in the Refunds and Return Policy. If there is any inconsistency, the Refunds and Return Policy described in these Pahneez Terms of Service will prevail in respect of Mall Items.

2.  Mall Seller Terms and Conditions

2.1    If you are a Mall Seller, you should have received a separate written notification from Pahneez informing you of your selection to participate in Pahneez. If you decide not to participate in Pahneez at any time, please inform Pahneez in writing; otherwise, you will be deemed to have elected to continue your participation in Pahneez and consented to the terms and conditions set out in these Pahneez Terms of Service.

2.2    Each Mall Seller warrants that the Mall Item it offers on Pahneez and actually delivered to Mall Buyer (a) complies with (i) applicable law and (ii) the specifications listed (and made available to Mall Buyer) on the Site, including any and all product warranties, specifications, drawings, samples, performance criteria and all applicable quality, safety and hygiene requirements, and (b) will be free from defects. Each Mall Seller understands and agrees that it will be responsible for any non-conformity or defect in, or any public or private recall of, any of the Mall Items, and will hold Pahneez harmless from any losses relating to the foregoing.

2.3    If a Mall Seller is found to have offered or sold any Mall Item on Pahneez that is restricted under Pahneez’s Prohibited and Restricted Items Policy, Pahneez reserves the right to, at its sole discretion, remove the offending Mall Items from Pahneez, and execute refunds (and any adjustments) to Mall Buyers who have purchased such Mall Items (even if Mall Buyers did not comply with any of the requirements described in Section 1 above), in which case Mall Seller agrees to reimburse Pahneez for all such refunds (including any related costs and charges) and authorizes Pahneez to deduct such amounts from any amounts payable to Mall Seller or take such other action as deemed appropriate by Pahneez in its discretion.

2.4    Pahneez’s determination to approve a refund or return of a Mall Item pursuant to Section 1 above is binding on the relevant Mall Seller. Mall Sellers agree to comply and do all such things as necessary to give effect to a Mall Buyer’s request for a refund or return approved by Pahneez.

2.5    For any refund or return request approved by Pahneez, Pahneez will organize the delivery of the relevant returned Mall Item to the address provided by the relevant Mall Seller to Pahneez in writing for the completion of the refund and return process, at no additional cost to such Mall Seller so long as such address is in the country in which the relevant Mall Item was listed for sale on the Site (a “Local Address”). If Mall Seller fails to provide a Local Address for return of the returned Mall Item or otherwise fails to accept delivery of the returned Mall Item within a reasonable period of time (as determined by Pahneez), Pahneez reserves the right to dispose of such Mall Item in any manner it sees fit and Mall Seller shall be deemed to have forfeited all rights to such Mall Item.

2.6    Notwithstanding the above, Pahneez may determine at its sole and absolute discretion that a Mall Item approved for refund or return shall not be returned to Mall Seller, and Mall Seller shall be deemed to have forfeited all rights to such Mall Item. 

2.7    For any refund or return rejected by Pahneez where the relevant Mall Item was received by Pahneez, Pahneez will organize the delivery of such Mall Item to the relevant Mall Buyer’s address pursuant to Section 1.6 above.

2.8    Where Pahneez approves any refund or return request, Mall Seller may appeal such decision by contacting Pahneez and providing evidence in support of such appeal.  If Pahneez upholds Mall Seller’s appeal, it will disburse all or part of the Buyer’s Purchase Monies to Mall Seller.  Mall Seller acknowledges and agrees that Pahneez’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Pahneez or its affiliates in relation to such decision.

3.  Pahneez 100% Authentic Product Policy

3.1     All products listed by Mall Sellers must be 100% authentic.

3.2     Counterfeit products are prohibited from being listed in Pahneez. The term “counterfeit” encompasses a product that was made in exact imitation of an existing brand with the intention to deceive or defraud and may include, but is not limited to:

● A product that violates any local country laws in which they are sold;

● A product that is a fake or a replica of an existing official product;

● A product that has never been produced by a specific brand;

● A product that is significantly under-priced;

● A product containing a registered trademark on the product, the packaging or anywhere related to the product without the authorization of the trademark owner;

● A product that contains specific design elements (e.g. cartoon characters or colourways) protected by a trademark; without the authorization of the trademark owner;

● A product that bears such similarities with other products (e.g. a replica of a branded item with or without altered logos) without the authorization of the trademark owner;

● A product that has no visible trademark on the product image on the listing, but the delivered product includes a trademark; and

● Usage of a photo on the listing that contains the trademark of a brand.

3.3        Original equipment manufacturer (“OEM”) brands are permitted as long as no official brand logo is displayed on any OEM product image and no official brand name is stated in any part of the product information.

3.4        If requested by Pahneez, the Mall Seller shall promptly provide documentation to Pahneez that proves (to Pahneez’s reasonable satisfaction) the authenticity of the Mall Item including, but not limited to, manufacturer sales invoices, authorized distribution agreements and/or certificates of authenticity (“Proof of Authenticity”).

3.5     If the Mall Seller fails to provide Proof of Authenticity, the Mall Seller shall:

(a)    accept the return of the Mall Item from the Mall Buyer; and

(b)    be liable to compensate Pahneez for such other costs, expenses, losses and liabilities suffered or incurred by Pahneez (including, but not limited to, loss of goodwill) as determined at Pahneez’s sole discretion.

3.6       In the event that Pahneez determines, at its sole discretion, that Mall Seller has violated Section 3, Pahneez may take all appropriate measures, including but not limited to removing the counterfeit Mall Item listing from the Site, prohibiting the publication of the same or similar goods and/or restricting, suspending or terminating the Mall Seller's Pahneez account and/or access to Pahneez. Mall Seller's obligations and liabilities under these Terms of Service will not be affected by the restriction, suspension or termination of the Mall Seller’s account.

4.  Pahneez Commission Fees

4.1       Pahneez charges a fee for all successful transactions completed by Mall Sellers on the Site (“Pahneez Commission Fee”). The Pahneez Commission Fee is borne by the Mall Seller, and is calculated as (a) two percent (2%) of the Gross Settlement Price, for the sale of electronics products (e.g. audio, cameras & drones, computers & accessories, gaming & consoles, mobile & gadgets, home appliances) (b) three percent (3%) of the Gross Settlement Price, for the sale of fast-moving consumer goods (e.g. beauty, food & beverages , health products, mom & baby, pets, home & living - home fragrance & aromatherapy, home & living - home care supplies); and (c) five percent (5%) of the Gross Settlement Price, for the sale of any other products that are not otherwise specified herein. The Gross Settlement Price is the Seller’s original listing price of an item, minus any Mall Seller-sponsored discounts or vouchers, rounded to the nearest peso. For avoidance of doubt, the categorization of an item set out in Section 4.1 (a), (b) or (c) above shall be at Pahneez’s sole and absolute discretion.   The Pahneez Commission Fee is inclusive of value-added tax. Pahneez shall issue receipts or tax invoices for the Pahneez Commission Fee upon submission by the Mall Seller of proof of registration with the Bureau of Internal Revenue.

4.2       Following the successful completion of a transaction, Pahneez shall deduct the Pahneez Commission Fee from the Buyer’s Purchase Monies, and remit the balance to the Mall Seller in accordance with Section 11.2 of the Terms of Service.

4.3       For the avoidance of doubt, the Pahneez Commission Fee under this Pahneez Terms of Service applies in addition to the Transaction Fee under the Terms of Service.

5. Pahneez Milk Formula Guarantee

5.1       The Pahneez Milk Formula Guarantee program is Pahneez’s commitment to brand authenticity and product freshness of each qualifying milk formula product. 

5.2       Mall Buyers may apply for a refund and return of any purchased Qualifying Milk Formula Product if such Qualifying Milk Formula Product: (a) does not meet the Pahneez 100% Authentic Product Policy under Section 3 above; or (b), the expiration date of the Qualifying Milk Formula Product is less than six (6) months from date of first attempted delivery of such Qualifying Milk Formula Product (“Freshness Guarantee”).

5.3       If the Qualifying Milk Formula Product does not meet the (a) Pahneez 100% Authentic Product Policy in Section 5.2(a) above, the affected Mall Buyer shall be refunded 200% of the Buyer’s Purchase Monies, and (b) Freshness Guarantee in Section 5.2(b) above, the affected Mall Buyer shall be refunded 100% of the Buyer’s Purchase Monies.  All refunds shall be made through the same mode as the original payment method, unless the payment method was cash on delivery in which case refunds shall be made to the Mall Buyer’s  E-Wallet.

5.4       Pahneez reserves the right to, at its sole discretion and without prior notification, reject, refuse or exclude a Mall Buyer’s claim under this Pahneez Milk Formula Guarantee including (without limitation) where the claim for refund and return is not complete, incorrect, non-compliant or non-fulfilment of any of the applicable terms, or where there is any attempt to compromise or tamper with the Qualifying Milk Formula Product. Pahneez reserves the right not to disclose the reasons for unsuccessful claims. No correspondence will be entertained.

5.5       All of Pahneez’s decisions on this Pahneez Milk Formula Guarantee are final and binding including but not limited to determining eligible claimants, number of submissions per claimant, legibility of photographs and submissions, time and date cut-offs, limits to this Pahneez Milk Formula Guarantee, and maximum amount of refund.