Monday, July 21, 2008 DTI steps up campaign vs 'no return, no exchange'
ANGELES CITY --- To protect the general public from deception, the Department of Trade and Industry (DTI) has intensified its campaign against the "no return, no exchange" policy being implemented by some business establishments.
DTI Central Luzon Director Blesila Lantayona said recently that pursuant to the rules and regulations of the Republic Act 7394 or the Consumers Act of the Philippines, the words "No Return, No Exchange," or words to such effect "shall not be written into the contract or sale, receipt or sales transaction, in any documents or anywhere in the store or business establishment."
Lantayona said the prohibition is aimed to correct the consumers' misconception that they do not have the right to return substandard or defective goods or demand for remedies. She stressed that consumers have every right to return substandard or defective products they bought.
The director said the phrase "No Return, No Exchange," is deceptive because the law provides that consumers may return or exchange products or avail of remedies in case of hidden faults or defects. By provision of law, Lantayona said, sellers are obligated to honor their implied warranties and grant corresponding remedies to consumers.
Lantayona also said that the only time a product cannot be returned is when it was bought in good condition and without any defect. However, if the product has a defect, she said consumers are entitled to either exchange or refund.
When returning defective goods, Lantayona said it is still best to bring the official receipt as proof of purchase. However, the customer may still demand replacement or refund if he can prove that a defective item was bought from a certain store, she explained.
She also said that customers can file complaints against the violators of this policy at any DTI provincial office with the following information: the name and address of the complainant and firm/entity being complained; the acts of omissions constituting the offense including approximate date, place and time of omission; the remedy being sought from the Department, other than damages; and other information relevant to the complaint.
Complainants are also encouraged to bring the official receipt as evidence of sale and advertising materials or brochures of the product.
The Consumers Act of the Philippines took effect on July 15, 1992 with the following main objectives: protection of consumers from hazards to health and safety; protection from deceptive, unfair and unconscionable sales acts and practices; provision of information to facilitate sound choice and proper exercise of rights; provision of adequate rights and means of redress; and involvement of consumer representative in the formulation of social and economic policies.
