General Return, Refund, and Exchange Guidelines

Please kindly contact our Technical Support Team prior to sending any returns/exchanges.
  • All returns/exchanges must include any accessories, documentation, etc., that was originally shipped with the product.
  • The Customer is responsible for return shipping charges that are not related to a defective product or product that was damaged during initial shipping to the customer.*

RETURNS

A. Hardware Items

Returns for hardware items are only accepted within 7 working days from the date of purchase. To process the return, we require a receipt or proof of purchase. Please note that shipping costs must be handled by the Customer*.
  • For an item to be eligible for a return, it must be
  • In its original packaging
  • Unused and in the same condition it was received
  • Undamaged
  • With complete parts/ accessories

B. Non-returnable Items

Several types of Mustbuy.ph products are exempt from being returned. The following goods are non-returnable items as identified on the website during the ordering process: Custom Configured (or build-to-own) products, Clearance items, Special Order items and Consumables. Prior to every sale of the said items, Customers are normally required to sign a Non-cancellation Form.

All orders for Software Licenses are considered final. Defective software items are only eligible for return within 30 days of invoice date and can only be exchanged for the same item.

In case a Customer returned an item, which belongs to our disclosed Non-returnable goods, Mustbuy.ph will NOT handle the shipping costs to return it to the Customer. Moreover, the shipping fees are non-refundable. If the item is over Php 50,000.00, Customer must consider availing a trackable shipping service or purchasing a shipping insurance. Mustbuy.ph will not be accountable for the loss of the returned item during transit.

Please do not return the purchase directly to the manufacturer.

REFUNDS (If applicable)

Once the Customer’s item arrives in our hub, we will send an email to notify him that we have received it. Our Technical Support Team will then inspect the item and send an email regarding the approval or rejection of the refund.
  • Mustbuy.ph is not obliged to provide a refund for the following situations:
  • Customer reasons a significant difference between the item he received versus the advertised product, and upon investigation, there is insufficient evidence to substantiate the claim.
  • Customer changed his mind about the item
  • Customer bought the item by mistake (unintentional purchase).
  • Customer does not have enough expertise to use the item, therefore cannot utilize it.
  • Customer declares that he was coerced to buy the item out of goodwill.
If the refund is approved, the amount spent will be reverted to the Customer’s account within 2-3 days.

A. Late or missing refunds (if applicable)

If the Customer failed to receive his refund on time, we suggest that he contacts his bank or credit card company for confirmation. Some transactions might take more time before the refund is officially reflected. If, after performing all the given instructions and the refund is still not posted, the Customer may contact us at +63(2) 535 7333 loc. 322 or 326.

EXCHANGES (if applicable)

Customer satisfaction is our number one priority; therefore Mustbuy.ph ensures that our products are in good condition prior to delivery.

Any damages arising from negligence, user abuse, incorrect use of product, electrical surge, and unauthorized alterations will not be classified as a defect and will not entitle the Customer for an exchange.

We only allow exchanges if the item is deemed defective or damaged upon our assessment. If the Customer wishes to exchange his purchase for the same item, he must send an email to rma@mseedsystems.com

STANDARD WARRANTY

If the Customer received a product which turned out to be defective, Customer must notify our Technical Support Team within 1 year of its purchase (except if it is under an extended supplier warranty which will be explained in detail below).

Once we have inspected the product and validated the Customer’s claim, he has the option to have the item either repaired or replaced if repair/replacement is possible. Otherwise, he can apply for a full refund.

Repairs and replacements might take longer depending on the availability of parts, or the item. If there is no extended supplier warranty, Mustbuy.ph cannot facilitate returns for products after one year of its purchase.

How to return a product under repair warranty?

  • Please kindly contact and send a proof of purchase to our Technical Support prior to returning an item for repair. See contact details provided above.
  • Only return the item if we have confirmed that it is eligible for a repair warranty. The Customer is responsible for return shipping charges that are not related to a defective product or product that was damaged during initial shipping to the customer.
  • All returns for repair MUST have the RMA number (will be provided by our Technical Support) written outside of the box. Otherwise, our shipping carrier will not accept the returns.
  • All returns for repair MUST include any accessories, documentation, etc., that was originally shipped with the product.
  • Ship the item before the provided RMA number expires (number is only valid for 30 days from the date of issuance).
  • You will be notified of repair completion via telephone or email.

Our shipping address:
MUSTARD SEED SYSTEMS CORPORATION
#47 Kamias Road, Brgy. Pinyahan Quezon City, Philippines 1102

EXTENDED SUPPLIER WARRANTY (as stipulated on product page)

A product may have a supplier warranty that extends beyond the first year of its purchase. If such a product turns out to be defective and it is still within the extended supplier warranty period, please notify our Technical Support Team the soonest. Mustbuy.ph will not facilitate returns for defective items that are past their extended supplier warranty period.

Since the warranty of the item is covered by the supplier, it will be the manufacturer’s discretion to repair, replace, or process a refund for the item. Mustbuy.ph is not accountable for the repair, replacement or refund of ANY item after one year of its purchase. This obligation lies with the supplier or manufacturer who issued the extended supplier warranty.

NOT WHAT YOU ORDERED?

If Mustbuy.ph accidentally delivered the wrong item to the Customer, or upon investigation, the product is missing any of its accessories, or it is not as described on the website, he must notify our Sales Team.

We will collect the product from the Customer without charge. After inspection of the returned item, and validation of the Customer’s claim, he has the option to either request Mustbuy.ph to deliver the correct product the soonest (if it is available), or to refund his payment.

CHARGES

If the Customer returned the defective product but failed to return all of the accessories that were sold with it, Mustbuy.ph is entitled (subject to applicable law) to refuse the return, to only replace the item that was returned, or to estimate the value of the missing accessories and deduct its amount from the refund.

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