Refund Policy

Terms & Conditions for Filing a Complaint

1. The packing condition of the items ordered by the Buyer will be inspected and shipped from China to the Philippines in good condition.
2. Buyers are REQUIRED to record an unboxing video of the received package as evidence if they wish to file a complaint to Banthu. The unboxing video must include the process of opening the package from its fully sealed condition, counting all items, and checking each product. The video must be one continuous, unedited video, not a compilation.
3. Complaints must be submitted no later than 2 x 24 hours after the order is received. Customers must provide an unboxing video before the package is opened; without this, Banthu cannot provide a refund for quality-related issues.
4. If the customer does not use wooden packing, the refund amount will be 50%. If wooden packing is used, the refund amount will be 100%.
5. For complaints regarding damaged items, the Buyer is REQUIRED to include photos showing the damaged product condition.
6. Banthu is not responsible for items damaged or broken due to the courier’s handling. However, Banthu can assist in filing a claim with the courier.
7. Refund processing may take up to 14 business days from the date the request is submitted. Certain cases may require additional time.
8. After the refund request is approved, the refund will be issued within 2 business days.
9. Refunds can be made only if total product damage reaches at least 1% of the Buyer’s total order under the same order number.
10. Administrative fees, taxes, and/or additional charges paid by the Buyer are not included in the refundable amount.
11. Banthu cannot accept refund requests for reasons such as product not as expected or product not functioning. Product quality is the responsibility of the supplier, not Banthu, as Banthu acts solely as an intermediary. However, Banthu can assist in submitting a claim to the supplier.
12. For refund claims due to missing items from the supplier, Banthu will assist the Buyer by verifying the issue with the Chinese supplier. Refunds will only be processed after the supplier issues the refund. This process may take up to 14 business days, depending on the supplier’s response time.
13. For refunds related to items held or lost at customs, refunds can only be issued within 150 days from the payment date.
14. Customers may contact Customer Service to submit complaints or refund requests.

Force Majeure

1. Banthu shall not be held liable to the Buyer for any breach, hindrance, or delay caused by circumstances beyond our reasonable control, including but not limited to:
   • Strikes, lock-outs, or other industrial actions.
   • Civil commotion, riots, invasions, terrorist attacks or threats, war (declared or undeclared), or preparations for war.
   • Fire, explosions, storms, floods, earthquakes, landslides, epidemics, or other natural disasters.
   • Restrictions or unavailability of trains, cargo planes, motor vehicles, or other public or private transportation.
   • Limitations or failures of public or private telecommunications networks.
   • Government actions, decisions, laws, regulations, restrictions, or transportation-related strikes.
   • Lockdown situations due to pandemics imposed in China.
2. If a Force Majeure event lasts for more than one week, either the Buyer or Banthu may cancel the order through written notice. Funds paid by the Buyer for any order that has not yet been processed by Banthu will be refunded.

Complaints Will NOT Be Accepted If:

1. No unboxing video is provided by the Buyer.
2. No photo evidence is provided.
3. The complaint is submitted after 2 x 24 hours.
4. The package was damaged by the courier.
5. The unboxing video contains multiple clips or edits.
6. The unboxing video does not show the order number and shipping label.

Complaints WILL Be Accepted If:

1. The Buyer provides a valid unboxing video.
2. The Buyer provides photo evidence.
3. The complaint is submitted within 2 x 24 hours.
4. There is damage, mistakes, or missing items when the products arrive at the Banthu Philippines warehouse.
5. The order has not arrived after 150 days from the payment date.
6. The unboxing video clearly shows the order number and shipping label.

How to Submit a Complaint

1. Record a proper unboxing video.
2. Contact Banthu Customer Service with the order number and the unboxing video.
3. The complaint will be reviewed by Banthu within 14 business days.