Refund Charges

Effective January 15, 2026, refund requests will be subject to the following charges to cover the payment processing and refund handling costs:

These charges apply to all orders created on or after January 15, 2026.

General rules:

Refund charges are non-refundable.
The total refund amount may vary depending on the item price and the nature of the refund.
Fees are applied to cover the costs associated with processing both the initial transaction and the refund through Enstack’s integrated payment system.

Breakdown of Refund Charges:

3.5% of the item price—calculated based on the item price charged in the order

Refund fee—a fixed fee amounting to PHP 15.00 applied to each refund transaction

The charges and amounts for the refund will vary depending on the nature of the refund; please see details below:

Merchant-initiated cancellation—the buyer will receive a full refund. Applicable transaction and refund fees will be charged to the merchant.
Buyer-initiated cancellation—the buyer will receive a partial refund. Applicable transaction and refund fees will be deducted from the buyer’s refund amount

Cancellation Reason	Type
Buyer change mind	Buyer-initiated cancellation
Buyer ordered the wrong item	Buyer-initiated cancellation
Duplicate order*	Buyer-initiated cancellation
Incorrect buyer details	Buyer-initiated cancellation
Incorrect product details	Merchant-initiated cancellation
Out of stock	Merchant-initiated cancellation

*If the order is placed through Cashier/Keypad, Duplicate order is considered a merchant-initiated cancellation.

Exception:

Exception	Details
Unresponsive merchant	Applies to cancelled orders where the merchant is unresponsive. In such cases, Enstack will proceed with processing the refund to the buyer.

Refunds Timeframe:

Payment Type	Enstack Processing	Refund destination	Timeframe
For Paid Orders via Direct Debit, E-wallet, and BNPL	Refunds are processed by Enstack on the next business day.	Refunds are credited back to the original payment method used. Note: Orders paid via BillEase are refunded to the buyer's preferred bank or e-wallet account.	Up to five (5) business days
For Paid Orders via Credit Card and Debit Card	Refunds are processed by Enstack once payment settlement is complete, which typically takes up to 7 business days.	Refunds are credited back to the original payment method used.	Up to five (5) to forty-five (45) business days
For Paid Orders via QRPH	Refunds are processed by Enstack on the next business day.	Refunds for QRPH transactions cannot be credited back to the original source account. Enstack will contact the refund recipient to collect their preferred bank account details where the refund will be processed.	Up to five (5) business days

Email hi@enstack.com for questions regarding our Refund charges.