ITEM WARRANTY
1.Guarantee given to customer’s purchased unit is by the manufacturer, usually for any repair or replacement of parts for a stated time period and conditions.
2. Kindly ensure to keep the Official Sales Invoice for warranty purposes.
3. In case the item purchased online has a problem, customer may contact the Customer Service Hotline at (+632) 000-0000 or email us at customercare@solidmark.com.ph for proper instruction.
RETURN AND EXCHANGE POLICY
1. Replacement of unit due to change of mind is not allowed. Only defective goods can be returned or exchanged within 7 days.
2. If the item is defective, kindly send us an email at support@solidmark.com.ph and a Customer Service Representative will get in touch with you to investigate and provide you with instructions on the matter.
3. Please note that the item must be in its original delivery condition and sent back to us with prepaid shipping charges and insured for the full purchase price, with original copy of Sales Invoice. Shipping and handling charges are non-refundable. SolidMark Inc. may charge administrative and handling charges depending on the circumstances of the return.
SHIPPINGG AND DELIVERY
1. Delivery and shipment of orders within the Philippines shall be handled by Solidmark Logistics as long as the destination is covered by its delivery network.
2. Orders are normally dispatched on the third day after the order is accepted; delivery lead time as follows:
a) 3 – 5 working days within Cagayan de Oro City
b) 5 – 7 working days outside Cagayan de Oro City
3. Upon delivery of item, the purchaser should present the following:
a) Valid ID (Please refer below under Order Acceptance)
4. In the absence of the cardholder, an authorized representative may receive the merchandise provided the following will be presented:
a) Signed authorization Letter from Cardholder
b) Representative should present valid ID with photo and signature to the courier
5. Please observe the guidelines upon delivery which was mentioned above as there will be no release of item without the authorization letter and a presentation of representative’s valid ID, if applicable.
6. Solidmark Inc. shall not be held liable for non-delivery of product due to the following circumstances beyond Solidmark’s control and its Logistics:
a) Unavailability of cardholder or authorized representative
b) Incomplete or incorrect address
c) Force majeure or act of God including calamity or bad weather condition, strikes, etc.
ORDER ACCEPTANCE
1. Order processing is from Mondays through Saturdays, 9:00am thru cut off time 4:00pm (Manila Time). Orders placed after cut off shall be processed the next business day.
2. For 3rd party purchases (e.g. purchaser outside the country who wants to buy appliances and have it delivered to their families in the Philippines), additional requirements shall be required. Please refer to detail as follows:
a) Clear copy of authorized representative/recipient’s valid ID with photo and signature
3. List of acceptable valid IDs are as follows:
a) Primary ID- Digitized Government ID (one of the following)
i. SSS/Unified Multi-Purpose
ii. GSIS ID
iii. Driver’s License
iv. Professional Regulation Commission (PRC)
v. Passport
b) Secondary ID (at least two of the following)
i. Voter’s ID
ii. Postal ID
iii. Tin ID
iv. Company ID
v. Senior Citizen ID
vi. NBI ID
vii. Company ID
4. An email will be sent to you to confirm that we have accepted the order. We shall not be obliged to deliver the product you have ordered until the needed details of the purchaser is submitted and verified.
5. You may be asked to provide additional information or requirement for verification purposes before we accept the order. Verification normally takes 1-2days after the cardholder completed the requirements. Please be advised that the additional documents required shall be forwarded within 7 days from the date of order. Once we have completed the verification and checked the availability of stock, we will email you again that we have accepted your order through a Confirmation Letter.
6. Please take note that there are cases wherein an order cannot be processed for several reasons which are beyond our control. The site has the right to refuse or cancel any order for any of these reasons.
7. Products in this site are normally available for consolidation within 24hrs after the order has been accepted. If an order will not be available within 24hrs, or is out of stock, or if under order basis (7-10 working days) the customer will be notified through telephone or email as to when the product will be available. The customer on the other hand has the option to cancel the order without any charges.