Warranty may vary per product. It is best to check with the store / brand prior to checkout.

Valid reasons for return, refund or exchange (Return, refund or exchange policy varies across store / brand, please check with the store/ brand prior to checkout) include the following:

Product that is fundamentally different in nature from the product specified in the website;

Faulty, defective, or damaged product;
Product that is not as advertised on the website;

Wrong item is delivered; or Change of size (for fashion items).

Be sure that all items to be returned are packaged properly according to our Packaging Guidelines in RETURN, REFUND, AND EXHANGE. Please note that return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason.

For consumable items, only sealed or unused can be requested for return/exchange.

For items under “Express Food Delivery”, “Same Day Delivery” or “Standard Delivery”, you are encouraged to return, refund or exchange the item in person depending on the respective return, refund or exchange policies of the store / brand. Please contact the seller or send us an email at help@smmallsonline.com for guidance on the return process.

Please ensure the following are available:

1. Original Receipt

2. Original Packaging

3. Items are in good condition with its peripherals (e.g. user guide, freebies, etc.) which was originally received

Please take a picture of the return shipping receipt for safekeeping and future use (e.g. email to SM Customer Service Team)

Upon verifying that your order has been returned to the seller, please allow the seller some time to verify that the all required documentation/items have been received to process a return, refund or exchange or contact the tenant store for further instructions.

NOTE: That return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted for any reason.

NOTE: For consumable items, only sealed or unused can be requested for return/exchange.

1) Contact Us

For items under Nationwide Delivery, you may process your return and refund/exchange request through our customer service email help@smmallsonline.com or you may share your request via our In-app live chat.

Please ensure the following are available:

1. Original Receipt
2. Original Packaging
3. Items are in good condition with its peripherals (e.g. user guide, freebies, etc.) which was originally received 

Please take a picture of the return shipping receipt for safekeeping and future use (e.g. email to SM Customer Service Team)  Upon verifying that your order has been returned to the seller, please allow the seller some time to verify that the all required documentation/items have been received to process a return/exchange or contact the tenant store for further instructions. 

NOTE: That return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted for any reason.”


2) Wait for Customer Service Team if the return request is valid or not

Please expect an email from our customer service regarding the result of your return request. If your return request has been approved, our customer service team shall guide you on how to return the item. 

The following are common reasons (non-exhaustive) for rejected returns:

Improper packaging of an item

Incomplete items

Return labels are not attached, written return number or tracking number might be incorrectly written or missing

Please contact help@smmallsonline.com or contact your seller for further instructions.

There is no fee when returning an item to the seller.

Invalid reasons for the return (Under the Consumer Act of the Philippines RA 7394)

1) Change of Mind (Includes change of color).
2) Defects caused by misuse or mishandling of items by customers.
3) Discovery of the lower price of the same item from another store

The following are common reasons (non-exhaustive) for rejected returns:

Improper packaging of an item

Incomplete items

Return labels are not attached, written return number or tracking number might be incorrectly written or missing

Please contact help@smmallsonline.com or contact your seller for further instructions.

1) Use the original packaging: Whenever possible, use the original packaging that the item came in. This packaging was specifically designed to protect the item during shipping and is usually the best option for returning the item.

2) Use additional padding: If the original packaging is damaged or unavailable, use additional padding such as bubble wrap, packing peanuts, or foam inserts to protect the item. Make sure the padding completely surrounds the item and fills any empty space in the box. Please see additional guidelines below for fragile and high value items.

3) Secure the item: Make sure the item is securely fastened inside the box so it doesn’t move around during shipping. Use packing tape to secure any loose parts or pieces.

4) Seal the box: Use strong packing tape to seal the box shut. Make sure the tape covers all the seams and edges of the box.
Include all necessary items: Make sure to include any manuals, accessories, or parts that came with the item.

For Fragile Items & High Value Items
1) Use sturdy boxes: Start with a sturdy cardboard box that is large enough to accommodate the item and any necessary packing material. Avoid using old, worn-out boxes as they may not provide adequate protection.

2) Wrap the item: Wrap the fragile item in bubble wrap, foam, or other protective material to prevent it from moving around inside the box. Make sure to cover all sides and corners.

3) Fill the empty space: Fill any empty space inside the box with packing peanuts, air pillows, or crumpled paper to provide additional cushioning and prevent the item from shifting during transit.

4) Label the box: Clearly label the box as “fragile” and use arrows or other indicators to indicate which side should be facing up. This will alert handlers to take extra care when handling the package.

5) Seal the box securely: Use packing tape to seal the box securely, making sure to reinforce all seams and corners.

6) Consider double-boxing: For extremely fragile items or items that are particularly valuable, consider double-boxing by placing the wrapped item in a smaller box and then placing that box inside a larger one. This will provide an extra layer of protection.

NOTE: Make sure to include the original receipt in its original condition without any damage or alterations.

If you have a problem with your item and would like to request a refund, please follow the steps outlined below:

Contact our customer support: Please reach out to our customer support team to report the issue with your item and express your desire for a refund. You can contact us through our email:
help@smmallsonline.com or you may message us through our in-app live chat.

Thorough investigation: Once you have contacted us, we will initiate a thorough investigation into the matter. This might take some time as we gather information and assess the situation.

Return, refund or exchange determination: After the investigation, we will make a decision regarding the refund. If it is deemed necessary and approved, a refund will be issued to you.

NOTE: The refund will be provided in the form of a voucher, which can be used towards future purchases on SM Malls Online. Please note that the voucher cannot be exchanged for cash and has no expiry date.

NOTE: It’s important to be aware that the refund will only cover the affected item(s) in question and will not include the shipping fee.

If you have experienced a failed delivery and you paid in advance, please do contact us via live chat or you may email us via help@smmallsonline.com to determine the cause of the failed delivery.

Our Support team will contact you to explain the reason for a failed delivery. On the occasion that the item cannot be redelivered, a refund will automatically be processed as soon as possible.
The lead time for a refund will be as follows:

1) For Debit/Credit card payments: 10-15 banking days from the time of refund request.

2) For GCash payments: 7 working days from the time of refund request.

Each voucher comes with its corresponding terms and conditions. Kindly read the terms and conditions first prior to using the voucher on your order to avoid any inconvenience. Terms and conditions may include one or more of the following:

Minimum purchase requirement – this is the minimum total amount of your order to be eligible for a promotional discount

Validity period – this is the date range of when a voucher can be used

Product / Category specific – this is a particular brand or product or category (example food) that needs to be part of your order to be eligible for promotional discount

Card specific – this is a particular credit, debit, or loyalty card that needs to be used during checkout to avail of the voucher

First time users only – this is an eligibility condition where voucher is only applicable for use by customers ordering for the first time

Mode of Delivery – There are some promos that are only eligible for Same Day Delivery or only within the 12 participating malls and may not be available for in-store pickup

Multiple Restaurants / Stores – this promo eligibility is dependent on the number of stores you purchased from in 1 checkout, 1 delivery.

In accordance with the Joint Memorandum Circular of DTI-DSWD-NCSC-NCDA-DOH-DILG-BIR No. 1, series of 2022, eligible users who are Senior Citizens and Persons With Disability (PWD) are entitled to special discounts and VAT exemption on online transactions. On the other hand, pursuant to R.A. 10699, national athletes are entitled to 20% discount for restaurant purchases.

The discounts for SC/PWD/National Athletes are solely applicable to F&B orders. Special discounts for basic necessities and prime commodities are granted by merchants based on existing policies on their own websites/platforms.

The discounts shall be applied to the purchase of food, drinks, dessert, and other consumable items served by the Merchant.

1. Attach the SC/ PWD/ NA IDs and another governement issued ID at help@smmallsonline.com.

2. Please allow 10 to 15 days for the verification of your account to be processed.

3. Once verified, you will receive an email confirming your registration status.

Send the required documents or IDs at help@smmallsonline.com.

SMO will issue you a weekly voucher valid for 30 uses. Kindly expect an email containing the voucher code.

Kindly allow 10 to 15 days for the processing of your account verification.

Customers are required to send their SC/PWD/National Athlete ID to help@smmallsonline.com.

The special discount remains valid throughout the duration of the presented ID’s validity period.

Enter the voucher code received via email at the checkout page.

An individual with both SC and PWD / NA identity is entitled to only one type of discount, which is 20% with VAT exemption.

As a current limitation in our app, only one ID can be registered per SMO Account. If you wish to place an order for another individual eligible for SC/PWD/NA discounts, they must do so through their own SMO account.

As a current limitation in our app, only one ID can be registered per SMO Account. If you wish to place an order for another individual eligible for SC/PWD/NA discounts, they must do so through their own SMO account.

If you have utlized all your vouchers for the week, please reach out to our helpdesk for further assistance in acquiring additional vouchers.

Certainly. Our delivery personnel are authorized to validate and verify your ID to confirm its authenticity and alignment with the information provided to SMO.

Failure to comply will be deemed as fraudulent, and the individual associated with the code will be subject to penalties by SMO as per the TOU of special discounts.

We take your privacy very seriously. We ensure that your sensitive data is protected and encrypted at all times. You can read more about our Privacy Policy at www.smmallsonline.com/privacy-policy 

Should you have any questions or concerns, feel free to reach out to our Customer Support Team via help@smmallsonline.com