Return and Refund Policy

Effective Date: October 23, 2026
Website: https://hirosbooks.com
Business Name: Hiros Bookstore (Hiros Books)

At Hiros Books, we aim to provide accurate product information and a fair process for resolving order issues.

This Return and Refund Policy explains how customers can request assistance for damaged, incorrect, missing, defective, or materially misdescribed books purchased through hirosbooks.com.

This policy is subject to applicable Philippine consumer protection laws, including Republic Act No. 7394 (Consumer Act of the Philippines), Republic Act No. 11967 (Internet Transactions Act of 2023), and other applicable laws and regulations.

1. Products We Sell

Hiros Books sells preloved and remaindered books.

Preloved Books

Preloved books have been previously owned or used. Depending on the individual item, they may show ordinary signs of age or use, including:

• Yellowing or discoloration of pages.

• Minor creases, folds, or marks.

• Shelf wear on covers, corners, or edges.

• Other signs of use described in the product listing.

Remaindered Books

Remaindered books are sold as remaindered stock. They may be unused but can have remainder marks or cosmetic imperfections associated with remaindered inventory.

Customers should carefully review available product descriptions and photographs before placing an order.

Ordinary wear that has been adequately disclosed in the product listing is not, by itself, a reason for a refund. However, the fact that a book is preloved or remaindered does not remove legal rights relating to material undisclosed defects, inaccurate descriptions, or other issues covered by applicable law.

2. Reasons for Requesting a Return or Refund

Customers may contact us for assistance in the following situations.

A. Damaged Books

The book arrives damaged during handling or delivery, including significant physical damage that was not disclosed in the product listing.

B. Incorrect Items

The title, edition, quantity, or product supplied does not match the confirmed order.

C. Missing Items

One or more books listed in the order were not received.

D. Material Undisclosed Defects

The book has a significant condition issue that was not disclosed in the product listing.

E. Product Not as Described

The item materially differs from its listing or description.

F. Unfulfilled or Undelivered Orders

The order was cancelled by Hiros Books, could not be fulfilled, or was not delivered as agreed.

G. Other Legally Recognized Grounds

A customer may request an appropriate remedy where another ground is recognized under applicable law.

Each request will be reviewed based on the order details, product listing, available evidence, and circumstances.

3. Situations That May Not Qualify for a Return

A return or refund may not be approved solely because:

• A preloved book has ordinary wear or aging that was adequately disclosed.

• A remaindered book has a disclosed remainder mark or cosmetic imperfection.

• A customer changes their mind after receiving an accurately described item where no applicable legal or contractual right to return exists.

• A customer ordered the wrong title or quantity, subject to any applicable cancellation rights or arrangement agreed with Hiros Books.

These examples do not exclude any consumer right or remedy available under applicable law. Requests involving undisclosed material defects, misdescription, or other legally recognized grounds will be assessed accordingly.

4. How to Request a Return or Refund

Please contact our customer service team as soon as reasonably possible after discovering an issue.

Email: hirosbooksdispatch@gmail.com

Suggested email subject: Return/Refund Request – Order #[Your Order Number]

Please include the following information:

• Your name.

• Your WooCommerce order number.

• Your contact number.

• The title or titles involved.

• A clear explanation of the problem.

• Photographs or video showing the item, packaging, shipping label, or damage, where available.

• Your preferred resolution, if applicable.

Please retain the item and its packaging while the request is being reviewed.

We may request additional information reasonably necessary to assess the claim. If photographs or other evidence are unavailable, please contact us to discuss alternative ways of verifying the issue.

5. Review and Resolution

Hiros Books will review the request and contact the customer if further information is needed.

Depending on the circumstances, available resolutions may include:

• Replacement of the affected item, where available and appropriate.

• Refund of the affected item.

• Refund of the relevant order amount.

• Another appropriate resolution agreed upon by the parties or required by applicable law.

The appropriate remedy will depend on the facts of the case, stock availability, the nature of the issue, and applicable consumer rights.

We aim to respond to return and refund inquiries within 3 business days. This is a customer service target and does not override any shorter statutory deadline or other legal obligation.

6. Return Shipping and Collection

Where a return is approved because an item is damaged, incorrect, defective, or otherwise eligible for a remedy under applicable law, Hiros Books will coordinate an appropriate return or collection arrangement.

Customers will not be required to bear return costs where applicable law requires those costs to be borne by the seller.

For other return requests, any return shipping arrangements or fees must be communicated and agreed upon where applicable before the return proceeds.

Please contact us before sending an item back unless another process has been agreed upon or applicable law requires otherwise.

7. Refund Processing

Once a refund is approved, Hiros Books will communicate the amount and applicable processing arrangements.

Where practical and appropriate, refunds will be returned through the original payment method.

If the original payment method is unavailable or cannot accept the refund, we will coordinate a lawful and mutually workable alternative with the customer.

For online payments, the time required for a refund to appear in the customer’s account may depend on the relevant payment provider or financial institution.

For Cash on Delivery (COD) orders, we will coordinate the refund method and necessary details with the customer.

Any refund will reflect the amount properly due for the affected transaction. Shipping charges and other fees will be assessed according to the circumstances and applicable law.

We will never ask customers to disclose their online banking passwords, payment PINs, or one-time passwords to process a refund.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

A cancellation may be possible before packing or dispatch, depending on the order status and applicable procedures.

If an order has already been dispatched, we may need to follow the return or delivery-resolution process.

If Hiros Books cancels an order or cannot fulfill it after payment has been collected, we will arrange an appropriate refund for the amount due in accordance with applicable law.

Nothing in this section limits any statutory cancellation or refund right that may apply.

9. Missing, Delayed, or Lost Deliveries

If your parcel is delayed, marked as delivered but not received, or appears to be lost, please contact us with your order number and tracking information, if available.

We will review the available details and coordinate with the relevant courier where appropriate.

Delivery investigations may take time depending on the courier’s procedures. We will work toward an appropriate resolution and honor applicable legal obligations.

10. Exchanges

Exchanges may be offered when suitable replacement stock is available and an exchange is an appropriate resolution.

If the same title is unavailable, we will discuss available alternatives, including a refund where appropriate or legally required.

11. No Waiver of Consumer Rights

This policy does not limit rights or remedies available under Philippine law.

Eligible online consumers may have rights to repair, replacement, refund, or other remedies in circumstances covered by applicable law, including qualifying defects, loss, or failure to conform to the transaction.

Nothing in this policy should be interpreted as a blanket exclusion of returns or refunds for all preloved or remaindered books.

12. Contact Information

For return, refund, cancellation, or delivery concerns, please contact:

Hiros Bookstore (Hiros Books)

Address: Lot 5 Crossing Santo Tomas, Lubao, Pampanga, Philippines

Email: hirosbooksdispatch@gmail.com

Phone: 09063517340

Customer Service Hours: Monday to Sunday, 10:00 AM–6:00 PM, Philippine time

Website: https://hirosbooks.com