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CANCELLATION POLICY

Though VertexProByTeamTroy really want to expedite all shipments, there is no available way of doing it if it is through cash-on-delivery. As stated in our website and in our mobile app and also as Informed by our customer service and by our sales team, our delivery timeframe is from 3-7 business days upon order fulfilment to which you have agreed upon placing your order.

In the event that you need to cancel your order. we can only do so under these 2 conditions:

1. Your package is still with us and we have not yet forwarded it to one of our partner couriers for delivery.

2. There was no single attempt from our courier to deliver your package after 7 business days and you no longer need it.

If you contacted VertexProByTeamTroy to request for cancelation and the status of your order does hot meet either of the conditions mentioned above, VertexProByTeamTroy will not be able to cancel your order since it is already in the hands of our partner courier.

Should you insist to cancel it, you have to understand that couriers will still charge us for delivery and storage which may range from P150 - P300 one way. Worse is that the courier will also charge us for the return which is for the same amount of P150 - P300. This will lead to P300 - P600 charge against us simply because you placed an order and you suddenly decided to cancel it for whatever reasons.

VertexProByTeamTroy would not want to resort to any legal means as much as possible to prevent loses caused by its customers or buyers. We ask from everyone to be a responsible buyer and not to abuse the cash-on-delivery method.

SHIPPING POLICY

VertexProByTeamTroy works with three of the biggest couriers in the Philippines so we can ship to almost anywhere in the country. From Batanes to Tawi-Tawi.

- CASH ON DELIVERY
VertexProByTeamTroy delivers your package to your home first then you can pay upon receiving it. The delivery staff will be the one to collect your payment.

Please be reminded that any of the delivery staff is not our employee. They work for either Ninja Van, J&T or LBC. They won't be able to answer questions about the items that you have ordered from VertexProByTeamTroy.

If you have any issues or complaints about your order, please contact us right away and we will be more than willing to assist you immediately.

- HOW FAST IS DELIVERY?
Delivery time will be 3 - 7 business days upon fulfilment of order. Fulfilment time is only 24 - 48 hours. Holidays will affect delivery time.

Orders from VertexProByTeamTroy will be coming from Metro Manila. Customer's distance from the capital plays a role to delivery time. Customers residing in Metro Manila area may or may not receive their packages in less than 3 business days.

Ninja Van, J&T or LBC handle deliveries for us. VertexProByTeamTroy has no direct control on any of these courier's operations so we cannot commit a specific delivery date.

- SHIPPING FEE
VertexProByTeamTroy charges a fixed P97.00 shipping fee for each transaction or for each package not exceeding 3 kilograms. If in case the items you have ordered won't fit in our large pouch, VertexProByTeamTroy may charge an additional P97.00 shipping fee.

For orders worth PhP 3,000.00 or more, VertexProByTeamTroy will not charge shipping fee.

- WHY DO WE CHARGE SHIPPING FEE WHILE ALMOST EVERY OTHER STORES OFFER FREE SHIPPING?

VertexProByTeamTroy does not hide charges on customers. Free shipping may not necessarily mean free and the fact is, the shipping fee is already added to the price of the items that you are buying. Feel free to compare our prices with other online stores, you will be surprised to find out that our rates are still more competitive than most.

RETURN POLICY

1. Products eligible for returns, refunds or exchanges are those received with defects, deformity or damages only. Buyer's remorse or change of mind is not covered by VertexProByTeamTroy's Return or Refund Policy. Please be reminded that there are no existing laws that allow any consumers to return goods they purchased and ask for a refund simply because they have changed their minds.

2. Items that are damaged, deformed or defective can be exchanged within 7 days upon receipt. Outside this timeline, the items could have already been exposed to factors beyond our control which could have contributed to the damage, deformity or defect.

3. Opened and used consumables are also non-refundable and non-returnable. While we understand that you realized that you no longer need the product, we will not be able to take these items back due to personal hygiene standards and merchant limitations. Give them another chance, you might learn to love them as much as they love you!

4. Personal and intimate items are non-refundable and non-returnable for the same reason that we will not be able to take these types of items back due to personal hygiene standards and merchant limitations.

5. In the unfortunate event where the customers have accidentally ordered the wrong item or wrong variant for the items they purchased, VertexProByTeamTroy may still replace the items provided that the customer will agree to pay for the shipping fee for the replacement. The customer will also be the one to return the item to the Return Center of either Ninja Van, J&T or LBC and he/she will shoulder the cost for returning an item.

If VertexProByTeamTroy committed the error in sending a wrong item, the customer will not be charged for anything but we require the latter's cooperation in returning the item to the Return Center of either Ninja Van, J&T or LBC.

VertexProByTeamTroy does not have it's own delivery service and Ninja Van, J&T or LBC will not send any of their employees to pick up your return item for us or for any other stores because that is not part of their scope of support and we cannot command them to do the same because they are not our employees.

6. Shipping fees are not eligible for refunds. If the buyer demands for a refund instead of a replacement for the damaged, deformed or defective item, only the product's worth will be refunded.

7. Refunds will be issued after VertexProByTeamTroy receives the returned item. VertexProByTeamTroy can refund through the following channels:
- Bank Transfers
- GCash

Kindly ensure that returned item is packed in original packaging, with free gifts, warranties, tags, manuals and any other items that came with it. Please note that return requests may be rejected if these conditions are not met.

As much as we want to use the most convenient channels for our customers, please understand that all channels are not available for us as well.

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